RESTON, Va.--(BUSINESS WIRE)--New research commissioned by Transaction Network Services (TNS) has found that contact center decision makers are under pressure to address growing spam, fraud and call spoofing threats.
TNS has released its findings today in a new eBook, “Fraud Prevention Insights for Outbound Contact Center Operations.” The eBook analyzes how contact center decision makers perceive emerging business threats such as AI deepfakes; resources and budget dedicated to fraud prevention; the impact of scams on the brand and its bottom line; as well as available call authentication and branded calling technologies to protect the voice channel.
The research presented in the eBook reveals that 69% of respondents believe spam and fraud against commercial outbound calling is impacting their company’s bottom line. These decision makers were also interested in solutions that could mitigate the fraud attempts: 96% were either “very” or “somewhat interested” in adopting enterprise authentication and spoof protection technology for their business.
“Bad actors have increasingly targeted businesses’ outbound contact center telephone numbers in call spoofing attempts to swindle consumers out of their personal information and funds,” said Jim Tyrrell, Vice President of Global Product Strategy for TNS. “Successful spam and fraud attempts on enterprise contact centers telephone numbers have wide-reaching ramifications, leading to damaged reputations, inefficient workforce resourcing, eroded customer trust and potential revenue losses. Yet, organizations have historically under-invested in call authentication and spoof protection: approximately 7 in 10 contact center professionals surveyed say their company is spending less than 20% of their total monetary loss from fraud on prevention solutions.”
The eBook shares other interesting findings, including:
- Eighty-eight percent of respondents know of other businesses that have been impacted by spoofing
- Among the respondents that make over a million outbound calls per month, 89% said they have had issues with fraudsters spoofing their business’ identity
- While concern with spam and fraud is high, 31% say their company is not using any tools to prevent spoofing.
To address call spoofing, contact centers are increasingly leveraging comprehensive fraud prevention solutions like the award-winning TNS Enterprise Product Suite (TNS Enterprise Authentication and Spoof Protection, TNS Enterprise Branded Calling, and Telephone Number Reputational Monitoring and TN Insights).
With the TNS Enterprise Product Suite, businesses can display rich call information on their customer’s phone screen and authenticate calls so only legitimate ones get through. This helps to protect customers and brand reputations, to restore trust and to optimize call answer rates, durations and conversion rates.
To download a copy of the eBook for more detailed survey insights and analysis, visit https://tnsi.com/resource/com/fraud-prevention-insights-for-outbound-contact-centre-operations-ebook/
About TNS
TNS, a market leader in call analytics and robocall mitigation, provides an end-to-end ecosystem for protecting and restoring trust in voice. TNS addresses the full needs of wireless and wireline operators globally with TNS Call Guardian® the industry-leading call analytics solution that protects subscribers from high risk and nuisance robocalls. In addition, its Enterprise Branded Calling solution is the core component of its Identity Analytics Suite that is taking the next step in enriching consumer engagement, making voice calling an integral part of an omnichannel customer experience program. TNS analyzes over one billion call events across more than 500 operators every single day, enabling carriers to identify more unwanted robocalls. For additional information visit: https://tnsi.com/resource-center/communications/.
Research Methodology
TNS commissioned i360 to conduct a survey from September 20 to October 2, 2024 of 100 respondents based on the following screening criteria of: manager position or higher, at least an advisory role in outbound call center operations, call center outsourcing decisions, outbound strategy, customer contact strategy, etc., employed at a US company with at least 100 employees and annual revenue of at least $250,000, employed within the education, government, IT, insurance, nonprofit, real estate, sales, distribution, telecommunications, retail, healthcare, financial services, or hospitality industries and for a company which makes at least 20,000 outbound calls per month.
