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2019 State of Call Center Authentication

As criminals continue to exploit the call center to take over customers’ accounts, TRUSTID’s second annual survey on call center authentication describes business leaders’ maturing attitudes about fighting back. It all revolves around authenticating callers. If criminals can pass through that defensive measure, then they can take over consumers’ accounts. This year, 51% of respondents from the financial services industry, and 32% of all respondents, recognized the phone channel as the primary source of account takeover (ATO) attacks. As more personally identifying information (PII) becomes available on the dark web, and organizations further fortify their cyberdefenses, we expect ATO attacks over the phone channel to become more common in the year ahead as fraudsters increasingly recognize it as the weakest link in an organization’s attack surface.

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