The importance of fraud prevention training in contact centres
Rachel Tiffen, Director of Learning at UK-leading fraud prevention service, Cifas
When contact centre staff are working at pace and focusing on a range of tasks – whether responding to customers or dealing with payments – they’re not only spinning several plates, they are also handling a world of personal details and financial information.
Unfortunately, having so much data available makes businesses like contact centres a target for fraudulent activity. From cyber-attacks to staff approaches, it’s an industry that is very attractive to criminals.
The fraud challenges and opportunities contact centre managers face
Companies with a high staff turnover and a lack of anti-fraud controls that operate contact centres are particularly vulnerable to attacks by fraudsters. When work is fast-paced and pressured, mistakes and shortcomings are inevitable and can cause a serious threat to an organisation. The last thing any manager wants is for sensitive customer information to end up in the wrong hands – wittingly or unwittingly.
Hybrid and home working has also created issues. Like many organisations, call centres are struggling to put in place effective security controls while people work between the office and their home. Safety is therefore paramount.
The rise in polygamous working – where people work multiple contracts – can also contribute to fraud risk, as well as under performance and poor attendance.
Cifas data found that 30% of all ‘abuse of company time’ filings to its National Fraud Database occurred exclusively in contact centres in 2023.
It’s important there is a tone from the top that prioritises fraud awareness. Where there’s a lack of basic knowledge in how to identify and report fraud, there should be a commitment to invest time and money into upskilling workforces – adding another layer of protection to prevent future attacks.
Implementing counter-fraud measures keeps everyone safe
All organisations should apply principles of good governance that include a fraud prevention approach. Although when fraud can happen at any point, it’s vital there are ways to ensure it doesn’t cause significant harm – both financially and reputationally. Here are four counter-fraud measures that contact centre managers should consider:
1. Roll out a fraud risk assessment: To be delivered across the business and which identifies where vulnerabilities lie.
2. Update systems and processes: Where possible and identify any gaps that criminals can exploit.
3. Deploy pre-employment screening: Ensure staff undergo sufficient checks and use data sharing intelligence to identify discrepancies in CVs and applications.
4. Establish a whistleblowing service: Where staff can report without fear of recrimination.
Why fraud prevention training must be on every contact centre manager’s agenda
When appropriate counter-fraud measures are in place, a workforce can feel safer as sensitive information will remain protected and criminal activity deterred.
A key area for managers to consider is how to implement an effective fraud prevention training programme that supports the protection of both staff and customers and helps to build an anti-fraud culture.
Where workforces are under pressure, it’s important to stress that training doesn’t have to be time consuming. Short and snappy interactive information that are engaging, and insightful all help to maintain interest and ensure staff can learn as they work – enhancing their day and empowering them as the company’s first line of defence.
When staff are given the knowledge to be able to identify frauds and minimise risk, they should feel empowered to report incidents that protect themselves, their customers, colleagues and the wider business. And there must be a motivation to invest in training in the first place as the long-term pay-off can prove to be critical when future-proofing the organisation and keeping staff and customers safe.
Rachel Tiffen is Director of Learning at UK-leading fraud prevention service at Cifas
Alongside Fraud & Cyber Academy qualifications and specialist courses, Cifas has also launched a Digital Learning programme – an interactive video series equipping people with the tools needed to prevent identify fraud, first party fraud, insider threat, staff approaches, social engineering, bribery and corruption, and more.
For additional information on Cifas visit their Website
