PREVENTING CONTACT CENTRE IVR FRAUD

A blog from UK Finance carries a post about a risk of which I for one was unaware.  The contact centre interactive voice response (IVR) system is the front door for customers using the phone and enables them to complete self-service transactions at their convenience, but fraudsters can target the IVR to harvest information to scam customers.  As part of an organised attack, it warns, the fraudster will probe the IVR to acquire or validate data that will enable them to cash out the victim’s account or gather additional information to enable authorised push payment (APP) fraud.  The post starts by revealing the results of an analysis of calls to show the make-up of an organised fraud attack – including the detail that 10% of IVR attacks are from fraudsters that have already been blacklisted by another bank.  Fraudsters use IVR alongside other means (such as social media) to gather and validate data about their victim.

https://www.ukfinance.org.uk/news-and-insight/blogs/preventing-contact-centre-ivr-fraud

This blog is primarily for my own use, to keep informed and up to date.  However, if you would like to say thank you (and perhaps help me get a new, better laptop when I am away…) you can “buy me a coffee” at https://www.buymeacoffee.com/KoIvM842y

Author: raytodd2017

Chartered Legal Executive and former senior manager with Isle of Man Customs and Excise, where I was (amongst other things) Sanctions Officer (for UN/EU sanctions), Export Licensing Officer and Manager of the Legal-Library & Collectorate Support Section

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s