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Fraud in Government Contact Center and Digital Channels

 

Whether it’s federal, state or local agencies, fraud is on the rise across citizen-facing interaction channels. But experts agree: The contact center may be the most vulnerable channel that represents an easier target for thieves.

A closer look

Imagine you manage the contact center for a public employee pension agency. Your highly trained customer-service agent answers an inbound call from an individual who says they’re phoning in to provide “proof of life,” as required every 90 days, to keep their pension checks coming. Your rep follows the protocol, asking for the account number, Social Security number, and answers to a few knowledge-based authentication questions. Satisfied with the answers, your rep indicates in the system that proof of life has been provided.

But should they?

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