Every company wants its assets to remain secure, and in a world in which we hear almost unceasingly of attacks on livelihood and reputation, it is increasingly crucial that businesses guard themselves. There are many ways for an organization to take preventative measures against those who would target them for fraud, but it might not occur to some that hiring a well-trained outbound call center might have a role to play in this type of endeavor. At a time when denial of service efforts can be undertaken in a variety of different ways, companies should put a priority on live answering services that know how best to react.
Multiple industries in recent months have been victimized by floods of scams designed to tie up phone lines and render administrative call centers ineffective. A series of centers that call out dispatches for 911 emergencies found themselves avalanched with calls blocking any activity on their phone lines. According to an Alaska Dispatch story, these strikes are believed to have been part of a scam to get money from these companies and could have originated from computers.
Similarly, financial institutions are also seeing themselves targeted by deliberately obfuscating calls. In the recent case of a series of calls made to a bank in Georgia, the online communications service Skype seems to have been used to cover the perpetrators' tracks and make them seem legitimate. This is leading some to make use of more sophisticated means of preventing these kinds of scams, including voice recognition.
While it may not typically be the priority of a live answering service to fight against abuse in this manner, it may become an increasingly prevalent issue. It's another reason for companies to prefer a trusted and professional customer service provider (rather than automation) that can combine technical experience with the right kinds of training needed to negotiate such attacks and minimize the damage from them.