By  on November 18, 2019

According to new findings in a report by Sitel Group and CallMiner, almost half of Americans have been a victim of fraud, and 92 percent believe the risk of fraud has increased in our daily activities. Just over half of respondents think the banking and financial services industry is most susceptible to customer service fraud, followed by the retail industry at 30 percent.

The report found that more than 80 percent of Americans believe “brands could do more to prevent customer service fraud” and 25 percent do not trust that brands are handling personal information in a secure way. And while consumers said they were most comfortable contacting a brand with a phone call, 71 percent worry that the personal information captured on call recordings could put them at risk for fraud.

To continue reading this article...