Call centers are facing the potential of fraud from inside and outside their facilities, and they are taking multi-pronged approaches to tackle these security challenges. At the same time, experts say that fraudsters will be busy this holiday season, and will be particularly active on online marketplaces. And companies are creating fraud prevention defenses for the mobile order-ahead space, as quick-service restaurants (QSRs) are moving forward with digital innovation.
350 percent: The rate that contact center fraud has grown over the past four years.
60 percent: The share of organizations that use pause-and-resume technology when collecting payment details.
31: The number of people arrested in Noida, India in a fake call center scam targeting American consumers.
3.3 percent: The share of consumers who use QSR-based mobile apps to pay for their orders.
$1 trillion: eMarketer predicts that holiday spending will cross this mark in 2018 for the first time in U.S. history.