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3 Key Weaknesses in the Call Center Authentication Process

A Pindrop Labs report reveals three major weaknesses in call center authentication.

By Roy Urrico | Updated on May 05, 2017

Call center agents aim to provide exceptional experiences by listening carefully and reacting promptly to customer requests. The system weakness is it does not always recognize spoofed calls from ever-sophisticated defrauders.

Atlanta- based voice security/authentication firm Pindrop Labs in its annual Call Center Fraud Report revealed a significant increase in the fraud rate, a jump of 113% year-over-year. Fraud rates in 2016 were 1 in 937 calls across the board, compared to 1 in 2,000 calls in 2015, according to Pindrop’s 2016 report. For financial institutions, the rates were 1 in every 895 calls.

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Roy Urrico

Roy Urrico

Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).

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