There are many components that go into today’s security solutions to detect fraud over the telephone channel. But none more important than the ability to monitor activity in real-time. Without the ability to see what is happening, as it happens, most call centers will likely be picking up the pieces in the aftermath of a fraud incident.
Having real-time credentials in your decisioning process is essential for making timely, effective decisions that can prevent fraud or other unwanted activities from occurring in the first place. Without seeing information in real time, fraud teams simply don’t have the data they need, when they need it, to confidently identify who they can and can’t trust over the telephone. The problem with this is once crooks get on the line with a call center agent, they’ve instantly got the upper hand.
That’s because traditional knowledge-based authentication (KBA) solutions that rely on personally identifiable information (PII) are no longer predictive for identifying customers over the phone. There are simply too many available Caller ID spoofing tools and easily accessible personal data that gives criminals everything they need to fool contact center representatives into divulging private customer account information.
To effectively prevent social engineering over the phone channel, businesses need to identify criminals before the phone is actually picked up. Using real-time telephone network forensics, the TRUSTID® Physical Caller Authentication solution automatically assesses the validity of the calling party number and location before the call is answered.
By delivering real-time call routing efficiency, TRUSTID provides advanced telephone analytics that financial institutions and other companies can act on to authenticate legitimate customers and prevent spoofed calls from getting through to your call center, all in real time.
Tags: call routing, Caller ID Spoofing, KBA, knowledge-based information, personal information, Physical Caller Authentication, PII, real-time authentication, social engineering, TrustID