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Market Perspectives

What is changing, and who sells it?

Independent market insights, strategic guidance and leadership for the call centre security ecosystem.

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From the book

How phone fraud works

Fraudsters work in six stages, from acquiring a victim’s details to getting at the money. The call centre is one of the places they gather information and take control of accounts. Chapter 4 of Unlock Your Call Centre explains each stage.

Exhibit 1Phone fraud is a cycle of six stages, and each one is a chance to break it
The fraud lifecycle: six stages that repeatA cycle of six stages: 1, Acquisition; then 2, Reconnaissance; then 3, Preparation; then 4, Extraction; then 5, Laundering; then 6, Access; and Access leads back to Acquisition.1Acquisition2Reconnaissance3Preparation4Extraction5Laundering6AccessThe cycle repeatsThe fraud lifecycle: six stages that repeatA cycle of six stages: 1, Acquisition; then 2, Reconnaissance; then 3, Preparation; then 4, Extraction; then 5, Laundering; then 6, Access; and Access leads back to Acquisition.1Acquisition2Reconnaissance3Preparation4Extraction5Laundering6Access

Source: Unlock Your Call Centre, Matt Smallman

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Analysis of call centre authentication and fraud, once or twice a month.

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