Get What’s Coming to You

The key in many instances is giving your contact center employees the data they need to detect potentially fraudulent transactions, and empower them to act on those hunches right away. Following are some basic steps to identify external fraud.

Check for proper addresses and phone numbers. One of the most fundamental detection tactics is to verify customers’ addresses and phone numbers. Compare ANI (Automatic Number Identification) to the phone number provided. If the numbers don’t match existing database information, instruct your contact center staffers to proceed with caution.