The 2021 Pindrop Voice Intelligence & Security Report | Pindrop


The 2021 Pindrop Voice Intelligence & Security Report

A shift in fraudster behavior in 2020 introduced a new battleground for attacks. Explore an in depth analysis of fraud, data theft, and the impact to contact centers during the COVID pandemic.

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What You Will Learn

The pandemic had a major impact on call center fraud, and we’ve broken the data into the most important trends below. Here’s what we explore inside:

  • The pandemic forced fraudsters to pivot and IVR fraud boomed.
  • How fraudsters are targeting institutions during the pandemic
  • This year's call center fraud rates and IVR risk rates for financial and insurance industries
  • What’s on a fraudster’s account takeover checklist
  • Survey results from over 250 fraud detection and prevention decision-makers about the current state of affairs.
  • What industry had major spikes in fraud in 2020?
  • How mask-wearing impacted facial and voice recognition, “man in the call” attacks, and more

Important Takeaways

1. Call Centers experienced a surge in call volume and duration

In the remote world in 2020, call centers became a vital part of doing business. For some, call volumes grew in excess of over 800% in the second quarter of 2020, creating major challenges for the centers and their employees.

2. Long hold times have fraudsters avoiding the queue

Due to high call volumes and reduced agent capacity, fraud occurrences at the agent was reduced to a rate 1 in 1074 calls. 

3. The IVR reveals its dirty security and machines fight for the data

As the IVR grew more and more capable, it also became an increasingly important hotspot of fraudster exploitation, similar to any other customer endpoint.