Contact Center Solutions Featured Article

New Study Finds Consumers Increasing Concern over Call Centre Fraud

July 09, 2014

Syntec Telcom, a UK-based provider of cloud contact center management solutions, has recently released a white paper which revealed that consumers are very much aware and concerned about the call center frauds happening in the market and are demanding for secure payment technology.


As per the Syntec Telecom’s 3rd annual tracker survey, 60% of consumers are unwilling to purchase a product or service which gets processed over a phone call. 75% of consumers want organisations to do more to prevent credit and debit card fraud, with only 1% feeling that payment over the phone to a call centre is secure. 

However, 46% of consumers said that the technology should be used to hide credit card details from call centre agents and 67% felt that as a general rule companies should not be allowed to keep their credit or debit card details on their databases.

The CIFAS Internal Fraud Database recently reported that 20% of the internal fraud cases reported by members in 2013 were committed in contact centres with many of these offences involving staff disclosing customer or commercial data to organised criminals.

Simon Beeching, director of Syntec Telecom, stated; “Our survey is now in its 3rd year and shows that today’s consumers are more aware of the risks than ever. The message from consumers is clear; organisations need to speed up their adoption of new and more secure payment methods or risk losing business.”

The free Syntec research whitepaper can be downloaded from the company’s website with this year’s survey results, which accompanies top tips for contact centre leaders tasked with telephone card payment security.

Founded in 1998 as a subsidiary of a Jersey-registered holding company, Syntec Ltd was purchased by its management in March 2003 and is now a wholly-owned subsidiary of IJC Telecommunications Ltd, a UK registered company which is entirely owned and financed by its Directors.





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