Contact Center Pipeline May 2023 - Page 25

TELECOM FRAUD

ILLUSTRATION PROVIDED BY ADOBE IMAGES

HOW TO MANAGE TELECOM FRAUD TELECOM FRAUD CAN ’ T BE ERADICATED BUT ITS RISKS CAN BE MINIMIZED .

BY JON ARNOLD , J ARNOLD & ASSOCIATES

As worrisome as cybersecurity may be , it ’ s just one of the many threats facing contact centers , and perhaps least understood among them would be telecom fraud .

For most people , the term telemarketing comes to mind here , and it is associated , for good reason , with fraud . And while annoyingly pervasive , telemarketing fraud is just one form of telecom fraud .
Few terms have the degree of negative connotation as telemarketing , and for that reason , it ’ s a good entrée to start a conversation about the broad reach of telecom fraud in the world of customer service .
... WHILE ANNOYINGLY PERVASIVE , TELEMARKETING FRAUD IS JUST ONE FORM OF TELECOM FRAUD .
Whereas fraud , by nature , always involves manipulation and deception from bad actors , many forms of telemarketing are legitimate pitches by real brands trying to sell you something . Since these calls come from a contact center , they can easily give the broader customer service space a bad name .
The FCC and FTC in the U . S . and the CRTC in Canada have long had consumer protection regulations in place to minimize these ongoing annoyances , but as we all know , those calls keep coming . Whether malicious or benign , telemarketers keep doing what they do for a simple reason – it works .
SPAM AND SCAMS – KNOW THE DIFFERENCE
Telecom fraud is a messy , moving target that would take many articles to cover , and my objective here is simply to draw attention at a high level to the threats impacting contact centers .
In terms of the types of activities , there are two main categories – spam
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