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P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Protecting Customer Experience While Controll ing Contact Centre Fraud
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016 2
C a u s e s & I m p a c t s
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016 3
Why CX Matters
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016 4
“We found that compared to detractors….
• Promoters are more than five times as likely to repurchase from a company
• More than five times as likely to forgive a company if it makes a mistake
• More than seven times as likely to try a new offering shortly after its introduction
• They recommend the company to about four times as many people”
Why CX Matters
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Why Fraud Matters
2015£755m26% +
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Why Fraud Matters
An estimated 5.1 million frauds took place in the UK during 2015An estimated 3.8 million adults in England and Wales were victims of some form of online fraud during 2015 112% year-over-year increases in account takeover attacksInternet banking fraud rose 64% to $133m during 2015£32m was lost in 2015 as a result of employees transferring funds following instructions from a “bogus boss” email
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016 7
The CatalystThe World Of Real-time Connectivity Has Turbo-charged The Level Of Fraud In Recent Years
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016 8
An unknown hacker broke through the simple MD5 hashing algorithm securing the website and gained access to a 9.45GB file containing all of the websites information
Even Hackers Get Hacked!
IP addresses, email address and conversations for 473,000 registered users
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
A recent test to determine the speed at which compromised data travels discovered the following
It took just 12 days for the account information of 1,500 “employees” to travel from California to 22 countries and 5 continents
In the first few days, the information was viewed over 200 times and in 12 days over 1,000 times
In comparison, it takes an average of 205 days for most organisations to detect a breach has taken place
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Impact On Contact Centres
1 in 700 UK contact centre calls to financial service organisations is fraudulent (compared with 1 in 1,700 in the US)£0.51 is lost to fraud on every UK call. (the US equivalent is £0.40)45% growth is the rate of fraud for US financial service clients between 2013-15
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Customer Response to Fraud
41% blame the brand while 30% blame the payment card company for the fraud happening
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Customer Response to Fraud
70% state that payment card fraud would seriously impact their future purchasing behaviour with 4 out of 10 saying they would never buy from the brand again
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Customer Response to Fraud
A further 27% would avoid the brand ‘for a while’, leaving those consumers open to competitive offers
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Customer Response to Fraud
85% of fraud victims would tell someone about what had happened16% would take to social media to amplify their story
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Customer Response to Fraud
In the context of customer experience ambitions this makes terrible readingBrands are blamed, shamed and punished for failing to protect customers from fraud
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016 16
M e t h o d s & S c e n a r i o s
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Contact Centres Must Get Smarter
Currently the most vulnerable touch point
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
KnowledgeBasedAuthentication
Points Of Entry
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
SocialEngineering
Points Of Entry
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
IVRs
Points Of Entry
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Omni-channel
Points Of Entry
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
emai
lSM
SIV
RAd
viso
rW
eb
Fraudster gathers and completes a personal profile over multiple interactions
Uses stolen ID to transact online
Classic Scenarios
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
emai
lSM
SIV
RAd
viso
rW
eb
Fraudster creates an emotional trigger and call to action
Details of security screening between bank and customers are recorded
Stolen KBA details used at later timeto defraud acct
Call
redi
rect
ed to
ban
k
Classic Scenarios
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
emai
lSM
SIV
RAd
viso
rW
eb
Fraudster uses stolen acct # and DOB to repeatedly call to eventually guess PIN
Statistically, one third of all codes can be guessed by trying just 61
distinct combinations
Classic Scenarios
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
emai
lSM
SIV
RAd
viso
rW
eb
Fraudster requests a change to home address details
Fraudster is collecting, testing or adding to what they already know
Issuer sends new card
Classic Scenarios
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
emai
lSM
SIV
RAd
viso
rW
eb Fraudsters launch a Denial of Service Attack
Fraudster tries to lower standards on KBA
Pressurise the contact centre
Classic Scenarios
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
emai
lSM
SIV
RAd
viso
rW
eb
Fraudsters intercept and modify an automated, proactive messageCreate emotional trigger and call to action
Customer logs into fake personalised portal
Classic Scenarios
Fraudster drains account
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Communication Preferences
Mobile fraud is the communication channel of choice in 64% of instances Source: Pindrop UK research
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Unknown Caller
Communication Preferences
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
ID Masking
Communication Preferences
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Pay As You Go
Communication Preferences
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016 32
S o l u ti o n s & S t r a t e g y
The Way ForwardContact centre managers now need an approach that knits together customer experience and security management
Secure, low-effort engagement is the goal
This means the client can trust you to keep their identity and money secure
The Way ForwardDeeper collaboration is needed between contact centre, customer experience, IT and security experts
An open, secure and smart customer engagement strategy - from overarching objectives to effective technology, workflow and training
The security platforms must meet today’s expectation for real-time experience management in a world of increasing connectivity
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Understand Fraudster BehaviourWe should be educating ourselves about the fraudsters’ journey in much the same way we think about customer journeys
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
How and when is the contact centre involved in this broader activity?
Understand Fraudster Behaviour
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
We should be mapping and updating it in the same way we track our constantly evolving customer experience
Understand Fraudster Behaviour
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016 38
Raise awareness with customers and advisors
Educate Stakeholders
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
1.A unified approach that secures the entire ecosystem of customer touch points as well as the unique challenges of each individual touch point
Strategy Building Blocks
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
2. A multi layered approach to security technology (e.g. voice biometrics plus phoneprinting)
Strategy Building Blocks
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
3. Recognition that omni-channel contact centres need both text and voice surveillance (ideally integrated)
Strategy Building Blocks
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
4. The ability to track both live assistance and self service
Strategy Building Blocks
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
5. Active participation with national security agendas for improved responsiveness
Strategy Building Blocks
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
6. The visualisation of fraud journeys to improve internal understanding
Strategy Building Blocks
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
7. A programme on education for staff and customers
Strategy Building Blocks
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
8. A communication and compensation strategy in the event of fraud taking place
Strategy Building Blocks
P r o t e c t i n g C u s t o m e r E x p e r i e n c e W h i l e C o n t r o l l i n g C o n t a c t C e n t r e F r a u d© Brainfood Consulting 2016
Thank You