Unwanted robocalls – including increasingly sophisticated phone scams – are frustrating businesses by disrupting contact center operations and eroding consumer trust in voice communications. With persistently high robocall volume and the use of AI-generated deepfakes by bad actors gaining traction, the stakes for outbound contact centers have never been higher.
To provide businesses and contact centers with insights and solutions to better understand the impact of robocalls, ĢƵ has released a new eBook titled, Fraud Prevention Insights for Outbound Contact Center Operations. The eBook dives into new survey data revealing how outbound contact center decision makers view emerging threats, budget allocation for fraud prevention and the impact of impersonation scams on their brand and bottom line. It also explores how technologies like call authentication, spoof protection and branded calling can restore trust in the voice channel.
The Cost of Call Spoofing
Businesses in high-touch industries that heavily rely on voice communication, such as financial services, insurance, healthcare, hospitality and retail, are at an elevated risk of spoofing attacks and robocall scams. Successful spoofing attacks cause major financial losses, tarnish brand reputation, drain call agent productivity and diminish customer engagement and loyalty. Data from the further underscores the scale of the issue: in 2023, consumers reported losing over $10 billion to fraud—the highest amount ever recorded.
Contact center decision makers we surveyed overwhelmingly acknowledged their concerns, with 94% expressing at least some worry about the impact of spam and fraud on outbound calling. Among financial services and retail professionals, 75% reported being “very concerned.”
The damage is evident, but the path is clear – trust in voice calls must be restored for businesses to re-engage their customer base effectively. This leaves outbound contact centers with a critical challenge to secure their phone numbers before engaging with customers.
ĢƵ Enterprise Product Suite: A Game-Changer
Contact centers struggle to drive customer engagement with outbound calling methods: 91% of respondents said customers respond to calls with hesitation and suspicion, and 90% are either very or somewhat concerned by these customer reactions. Despite the high levels of concern, companies underinvest in fraud prevention. Only 12% currently use call authentication tools, and 31% report using no spoofing prevention tools at all. Even more concerning – nearly 7 in 10 respondents allocate less than 20% of their total fraud-related monetary losses toward prevention efforts.
Despite the previous lack of investment in solutions like these, contact center executives are interested in bolstering their spoof protection efforts. 95% of respondents expressed interest in adopting call authentication and spoof protection technology to mitigate risks.
ĢƵ Enterprise Product Suite consists of two core solutions. First, ĢƵ Enterprise Authentication and Spoof Protection improves customer experience by only allowing authenticated calls to reach consumers, mitigating robocall scams and offering real-time reporting on spoofing activities, all while reducing fraud claims and complaints.
The second component is ĢƵ Enterprise Branded Calling, which displays critical call information on incoming call screens, such as the brand logo and name, to help consumers identify legitimate callers and boosting conversion rates for the outbound call center. Together, these solutions ensure that only verified, branded calls reach customers while effectively blocking unwanted robocalls.
Our Enterprise Product Suite equips businesses with tools to combat spoofing and restore trust in the voice channel. With this solution, businesses can:
- Protect customers and brand reputation: Spoofed calls are identified and blocked before they reach customers, reducing complaints and fraud claims.
- Restore trust in voice calls: Enhanced call information helps customers recognize legitimate calls, fostering confidence and engagement.
- Optimize call durations: Increased trust allows call agents to focus on meaningful conversations instead of lengthy verifications.
- Increase answer rates: Rich, on-screen call content reassures customers, encouraging them to engage with contact center agents.
- Grow conversion rates: Branded calls create receptive prospects, enabling efficient interactions.
- Secure a competitive advantage: By adopting these solutions, businesses enhance customer service in ways competitors may overlook.
- Gain critical intelligence: Visibility into call behaviors supports effective customer outreach and business outcomes.
As scams evolve and customer skepticism grows, outbound contact centers must adapt by leveraging advanced technologies to protect their operations, customers and the bottom line. Our eBook details the strategies decision-makers in outbound call center operations need to safeguard their businesses from spam and fraud and restore trust in the voice channel.
Maurie Munro is Vice President of Enterprise Sales for ĢƵ Communications Market, with specific responsibility for its ĢƵ Enterprise Authentication and Spoof Protection and ĢƵ Enterprise Branded Calling solutions.
Download a Copy of the eBook
Download the eBook today for more insights into our research and to discover how ĢƵ Enterprise Product Suite can help outbound contact centers improve their fraud prevention and customer engagement strategies.