TNS Research Finds Overwhelming Majority of Outbound Contact Centers Concerned with Fraudulent Calling, Press Release

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.