Robocalls would fall into this category, and while measures like STIR/SHAKEN (a set of technology protocols and procedures) are in place to mitigate them, they have limited effectiveness. Scams are more sophisticated, since they try to entice individuals to enter into schemes that are ultimately designed for illicit purposes, such as credit card fraud, stealing money or property, and identity theft.
You may not care to distinguish between https://lastdatabase.com/ scams and spam, but they operate very differently, and both touch the contact center. To further illustrate, here are two core fraud scenarios that contact center leaders need to be acutely aware of. Two Contact Center Scenarios for Fraud Scenario – Fraudsters impersonating customers In this scenario, the contact center itself is the target, so these would be inbound calls that agents are handling.
Not only are there countless varieties of schemes, but they are constantly being tweaked to avoid detection, so this is very much a whack-a-mole challenge. In most cases, however, the perpetrator is impersonating a customer, doing one of two things. First, they may have stolen