How technology can enhance customer communication and engagement
CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections ...
Solutions
Products
Customers
Resources
Company
As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven buying. So of course, selling vaccines and medical kits with masks “proven” to prevent catching COVID-19 would sellout quickly. In these uncertain times, can anyone be sure of what information is true? Maybe there really is a vaccine? Maybe the masks really do work?
“Add to Cart, BUY 10!” And just like that the fraudster has done three things:
The Department of Justice (DOJ) and FBI are working to combat these scams, but it is anticipated that these fraudsters will multiply, as will their attempts to gain access to your information and your funds. [i] Some are now reporting door-to-door scammers, would-be robbers in white lab coats claiming to be from the health department [ii], fraudsters calling claiming to be offering refunds from the electric company, and robocalls offering any number of Coronavirus-related goods/services. While the elderly population is a clear, priority target [iii], this is not limited to consumers – fraud attempts on businesses are the rise, too [iv].
Businesses will need to be hyper-vigilant internally, sending reminders to employees on how to protect themselves and the business from fraud. As your workforce takes your business home with them, do they become more vulnerable to phishing attempts? In the comfort of their own home, amidst the fear and chaos, do your employees know what to do to protect themselves from such scams?
Employees with access to company funds – are they vulnerable? Could they be manipulated into paying doctored invoices, wiring funds directly to a scammer?
Employees with access to company data – are they vulnerable? Could they be manipulated into downloading spyware, malware or answering a fraudster’s questions over the phone, putting company’s data at risk?
Keep in mind, it may also be beneficial to share tips directly to your customers.
DOJ tips include [v]:
The FTC has a similar list of tips and wants you to be aware of the steps they’re taking to keep consumers safe from scammers. If you’re concerned about the impact fraud may have on your business, let us know in the comments section below. The use of CallMiner’s software has been proven to help combat and successfully reduce fraud. And if you’ve already used CallMiner to stop fraudsters in their tracks, leave some tips & tricks below.
[i] https://qz.com/1823788/how-to-protect-yourself-from-coronavirus-fraud/
[iv] https://www.wsj.com/articles/hackers-target-companies-with-fake-coronavirus-warnings-11583267812
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.