GUIDE

Is your call center vulnerable to
return fraud?

Phone calls are the preferred method for fraudsters–which makes your contact center particularly vulnerable. Make the biggest impact on losses by investing in cutting-edge audio fraud detection technology.

A staggering 1 in 100 calls to retail call centers are projected to be fraudulent by the end of 2024¹

Research shows that 14% of returns are fraudulent,² with reports of $23B in losses annually³

Retail is hit particularly hard with scam calls rates 7x higher than in other sectors¹

¹ Pindrop Labs

² ECR Community Buy Online, Return in Store, The Challenges and Opportunities of Product Returns in a Multichannel Environment, 2019

³ NRF survey on Cost of Retail Returns 2022

What’s covered

Learn more about systematic retail fraud and how “service providers” target retailers. Consider how you might better protect your call centers.

Dive in to the world of return fraud

Understand how repeatable processes fuel Concession Abuse as a Service (CAaaS), like how fraudsters target larger retailers, pinpoint realistic-looking customer accounts, and seek out seemingly routine purchases to request refunds.

Learn how to defend your call center

Take five steps that can reduce fraud losses including rethinking your protections, understanding the CAaaS system, checking the fraud database, investing in tech, and shielding your agents from burnout.

Discover how to take action

Maintain important connections between agents and customers while protecting against fraudsters with PindropⓇ cutting-edge audio fraud detection technology.

Interested in learning about fraud detection for call centers like yours? Explore the guides, blogs, and case studies created with retail contact centers in mind.