March Trend Sharing Session
Call Center Fraud
- Date: March 3rd, 2022
- Time: 1 pm EST
- Location: Online
- Delegates: 50+
Stopping Loyalty Fraud in the Call Center
Traditional call center authentication approaches fail to stop fraudsters because they require caller engagement. Fraudsters use this opportunity to probe the IVR for weaknesses and plot social engineering schemes against call center agents. In 60% of call center fraud cases, bad actors used the contact center for reconnaissance.
To stop fraudsters before they reach the IVR or an agent, and expedite service for legitimate customers, forward-thinking call centers are adopting caller authentication technologies that do not require caller engagement.
Lance Hood, Neustar‘s Senior Director of Omni-Channel Solutions spoke about key aspects related to inbound caller authentication, customer experience, and fraud management.
Lance is responsible for Inbound Authentication products at Neustar. He joined TRUSTID, a subsidiary of Neustar, Inc., in 2017 and helped establish the company as the market leader in pre-answer call center authentication leading to the company’s acquisition by Neustar in January 2019. He has over 20 years of marketing experience spanning technology, healthcare, and security markets. Before joining TRUSTID he led marketing for GetInsured and Array Health. Prior to this, he led product marketing at EDI leader Edifecs and held multiple executive positions at security vendor Epok.
He holds a Bachelor of Business Administration in Marketing from the University of Puget Sound and a Master of Business Administration in Finance from the Foster School of Business, University of Washington.
TransUnion (NYSE:TRU) is a global information and insights company that makes trust possible in the modern economy. We do this by providing an actionable picture of each person so they can be reliably represented in the marketplace. As a result, businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®. A leading presence in more than 30 countries across five continents, TransUnion provides solutions that help create economic opportunity, great experiences, and personal empowerment for hundreds of millions of people.
Neustar, a TransUnion company, is a leader in identity resolution providing the data and technology that enable trusted connections between companies and people at the moments that matter most. Neustar offers industry-leading solutions in marketing, risk, and communications that responsibly connect data on people, devices, and locations, continuously corroborated through billions of transactions. Learn how your company can benefit from the power of trusted connections.
