How to take QA call auditing to the next level
Once you automate your QA with conversation analytics and capture information from 100% of your customer interactions, shift your QA team’s focus to higher
Sara Yonker
February 6, 2023
Ashley Sava
April 14, 2020
As COVID-19 continues to circulate around the world, fraudsters are taking advantage of the panic to spread scams. A huge percentage of the U.S. workforce has transitioned to work-from-home roles, and as a result, companies are at more risk than ever before of falling victim to these hoaxes. It's a little like adding insult to injury, but COVID-19 and fraud are now coming hand-in-hand for many.
The Federal Trade Commission (FTC) has already received approximately 16,800 consumer complaints related to the outbreak, including 9,400 about Coronavirus fraud. The FTC and FDA have joined to issue warning letters to sellers of unapproved and misbranded products, claiming they can treat or prevent the Coronavirus. At this time, the FDA says there are no approved vaccines, drugs or investigational products available to treat or prevent the virus.
In times of trouble, leniency becomes crime. As Batman said, crime never sleeps. Businesses must be vigilant to protect their organizations from chicanery and deception. Employees with access to company funds can be tricked into paying doctored invoices. Workers with access to company data can inadvertently reveal sensitive company knowledge if they are manipulated into downloading malware or spyware. Here are some ways to ensure your company is safe from fraud:
If you haven’t yet done so, hold a mandatory meeting teaching all employees on how to protect the business from fraud. As your employees take your business home with them, they become more vulnerable to phishing attempts. Amidst the fear and uncertainty, all workers must be equipped to protect themselves and the organization from scams.
AI-based speech analytics solutions like Tethr can flag potentially fraudulent activities. Using Tethr, companies can identify key words and phrases used in interactions that are indicative of malicious activity.
The World Health Organization (WHO) has warned businesses that cyber criminals are sending phishing emails with malicious links and are impersonating WHO officials to steal money and sensitive information. Your employees must be consistently reminded that if they become aware of a possible data security breach while out of the office, they should inform the designated party as soon as possible. By practicing extra caution during the pandemic, companies can avoid additional issues associated with loss of valuable business information.