Syntec sentiment tracker finds rising concern over call centre fraud

Concern over call centre fraud has increased demand for secure payment technology, according to an annual survey commissioned by one provider.

The results of the third annual tracker survey has been produced by Syntec Telecom, which works with a number of travel clients providing contact centre technology and its CardEasy secure payment by phone solution.

The survey found 60% of consumers say they are reluctant to purchase a product or service when faced with paying over the phone.

It also found 75% of consumers want organisations to do more to prevent credit and debit card fraud, with only  1% feeling that payment over the phone to a call centre is secure. 

In addition 46% of consumers felt technology should be used to hide credit card details from call centre agents and 67% felt that as a general rule companies should not be allowed to keep their credit or debit card details on their databases.

The CIFAS Internal Fraud Database, recently reported that 20% of the internal fraud cases reported by members in 2013 were committed in contact centres with many of these offences involving staff disclosing customer or commercial data to organised criminal.”

Simon Beeching, director of Syntec Telecom, said; “Our survey is now in its 3rd year and shows that today’s consumers are more aware of the risks than ever.

“The message from consumers is clear; organisations need to speed up their adoption of new and more secure payment methods or risk losing business.”

A free Syntec research whitepaper with this year’s survey results also includes top tips for contact centre leaders tasked with telephone card payment security and can now be downloaded.


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