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call center employees at computers (Photo: Shutterstock)

Call center operations experienced added complexity last year, as the pandemic changed the way business got done. While inbound call volumes and complexity have increased during the past year, so have fraudulent calls seeking to take advantage of the disruption and high emotions of the pandemic, according to a white paper produced by Neustar.

According to the report, contact center fraud was up 40 percent last year, with account takeover attempts becoming increasingly prevalent. Nearly two-thirds of financial services organizations said they were concerned about fraud originating from contact centers. Concerns about call center fraud were on par with website-originated fraud last year, a change from prior years when websites took more of the blame, the report said.

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