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How to transform your contact centre into a fraud prevention hub

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Fraud and financial crime continue to evolve in both scale and sophistication. Fraud is still the most common crime in the UK, at 41% in England and Wales, and according to estimates from the National Crime Agency (NCA), approximately £10 billion of illegal money is laundered each year through the UK financial system.

Contact centres sit directly in the path of this activity, often offering a unique window into the early data gathering and set-up stages of fraud, as well as visibility of end transactions.

Organisations that have full visibility of contact centre activity can gain access to early fraud signals that allow teams to intervene well before losses occur.

This guide looks at how organisations can use contact centre intelligence to detect fraud earlier, disrupt organised crime networks and better protect customers.

Topics covered include:
• The complex challenges presented by modern fraud.
• How to put the contact centre at the core of your fraud defences.
• Unlocking intelligence from your contact centre data.
• From reactive resolution to proactive prevention.
• Ten proven practices for proactive fraud prevention.

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