Year of Disruption Reshaped Inbound Call Centers

Highlights from 2021 State of Call Center Authentication

In a Neustar 2021 State of Call Center Authentication survey of over 100 contact center leaders, more respondents cited the call center as enabling account takeover (ATO) fraud in 2020 than in prior years. Additionally, financial institutions attributed ATO fraud equally to website and call center channels, a change from 2020, when websites took greater blame.

In this webinar, hosted by American Banker, you will learn about call center emerging fraud trends. The discussion will also include other key findings of the survey that reflect the current state of call center authentication including:

  • Forty percent of respondents saw more contact center fraud than in years prior
  • Respondents’ preference for agent-led authentication fell 57 percent, the lowest point since the survey began in 2018
  • Over half of respondents saw more fraudulent activity associated with call spoofing and virtualized call services
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