Retail call centers are the front line of consumer queries and the favorite new target for identity fraud.
Daniel Flowe, head of identity strategy at Refinitiv, told PYMNTS that while the majority of consumers still want — and like — to speak to a human, that preference is being regularly abused and targeted by fraudsters and con artists.
“There’s tremendous pressure to get [call centers] staffed, to get people hired, get them trained quickly, and get them on the phone so that they can satisfy that customer demand,” Flowe said, noting the confluence of shorter job tenure and reduced training periods has combined to make call and contact centers more vulnerable to fraudsters.