The 2021 contact centre: fraudsters change tack

Dr. Nikolay Gaubitch is Director of Research EMEA at Pindrop (www.pindrop.com).

Although last year saw a reduction in the proportion of fraudulent calls made to contact centres, as the criminals tired of long waiting times, emergency government loans and payouts opened up new opportunities, says Dr. Nikolay Gaubitch of Pindrop.