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?


Key findings:

  • 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. 



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