Written for organisations concerned about the growing threat of contact centre fraud and the costs associated with tackling it, “The Inner Circle Guide to Fraud Reduction & PCI Compliance (2024)” is an independent analyst report that covers:
- What PCI DSS v4.0 means for contact centres
- Analysis of the use and effectiveness of 13 payment card fraud solution types
- Methods and costs involved with PCI compliance
- Managing the human element to payment card fraud
- Customer authentication costs and techniques
- The role of voice biometrics and call signalling analysis in customer authentication and verification
- Where do the real fraud threats come from?
- 68% of UK and 53% of US contact centres take card payments over the phone
- 3 in 5 UK contact centres say that PCI compliance has affected their costs and processes. 23% of US operations say that it has been severe.
- Pause and resume call recording is the most widely-used fraud prevention technology, despite it leaving agents in scope for PCI
- The use of DTMF tone suppression has more than quadrupled since 2015 in UK operations. Tokenisation is the quickest grower in the US
- Passing card payments to third-party cloud-based payment providers is even more popular, having risen by 800% in the UK since 2015, and more than trebling in the US
- The average length of time taken to identify and authenticate a customer has risen by 91% in the UK since 2010, and by 63% in the US
- Customer identification and verification costs UK contact centres more than £2.4bn each year. In the US, that figure is $9.6bn.
“The Inner Circle Guide to Fraud Prevention & PCI Compliance (2024)” is available for the US and UK.
To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.
If you have already registered, please log in here.