Role of Fraud Detection Module in Call Centers

Among all available call center solutions, intelligent call center software is the most advanced solution. It comes up with an array of advanced and never-seen-before features. One of the most advanced call center solutions features available in intelligent call center software solution is fraud detection.

You will find this feature only in an intelligent call center solution. In this article, we are going to know more about this feature and its role in call centers.

When someone says a call center, usually people get a visual of a company, which has hundreds of agents making outbound calls. This also leaves a thought that why would a call center needs a fraud detection module or feature. This question will be answered in this article. So let’s understand the role of this feature of an intelligent call center software solution in call centers.

What is fraud detection?

• It can be a default feature, or an add-on module available to the users of the intelligent call center software.
• This feature has some intelligent algorithms, which can detect fraud attacks and take the action of blocking the calls from the suspicious source.
• The admin can also set rules for fraud detection based on different criteria such as:
• Prefix based fraud attack detection and call blocking
• Blocking incoming calls from a specific DID or CID if the call center receives more than a predefined number of calls from the specific DID or CID within a specific time. Here admin defines the maximum number of calls within a certain interval.
• Blocking incoming calls coming from the specific country if it exceeds the number of calls defined by the admin within the specific time period.

What is the role of fraud detection in call centers?

Save fraud attacks

Call centers may face fraud attacks from people with malign intent. The fraud detection module of intelligent call center software can identify the fraud calls when it meets the criteria defined by admin or system. As soon as fraud attempts are detected, it immediately blocks the number to make sure no more fraud calls can reach the call center solution.

Save time and other resources

Each call attended by an agent gets counted as a hit or miss. It means it can be the reason for success or failure. Along with the agent, other resources such as the number of parallel calls allowed in the call center solution, server space, etc. get engaged to attend calls. If a call center keeps receiving fraud calls, then each resource involved in attending or even receiving these calls gets wasted. The fraud detection module helps in identifying this kind of call and blocks them to save resources and improve productivity and other KPIs (Key Performance Indicators).

Fraud detection is one out of many amazing features available in intelligent call center software. To explore more about it and to book a risk-free trial of an intelligent call center solution to experience the difference, visit https://inextrix.com/icallify/