STREAMLINING FRAUD PREVENTION FOR BETTER RESULTS, LOWER COSTS, AND QUICKER AHT
STREAMLINING FRAUD PREVENTION FOR BETTER RESULTS, LOWER COSTS, AND QUICKER AHT
2 PagesSTREAMLINING FRAUD PREVENTION FOR BETTER RESULTS, LOWER COSTS, AND QUICKER AHT About The Client Our client is a mid-tier financial institution serving more than 10 million customers through its multiple call center locations. The call centers receive about 250,000 calls a month, handled by 150 customer service agents. The Challenge The institution faced a number of challenges, including fast-moving fraudsters, multiple contact centers that needed to be covered, and an older legacy system that did not address fraud. The client recognized that it needed to integrate improved results and metrics into its fraud strategy at its contact centers, particularly as consumers moved to more digital interactions. In addition, the institution wanted to reduce operational costs, while also
