Contact Center Fraud Prevention: How to Protect Agents, Customers, and Revenue

Fraud hasn’t gone anywhere. It’s just getting smarter, harder to recognize, and much tougher to prevent, particularly in the contact center.

BT research found contact center fraud issues increased by 79% in 2024.

Every year, companies lose billions as a result of expensive data breaches, complicated fixes, and lost consumer trust. You’d think the problem would be restricted to contact center conversations linked to money, but realistically, a lot of fraud activity happens during reconnaissance and setup processes -  before cash ever gets involved. 

Fraudsters use call centers to see what slips through. They try out stolen details, wander through IVR menus, and push agents into small exceptions that feel harmless at the time. Those exceptions stack up fast. That’s why contact center fraud prevention needs a layered, cross-channel approach that cuts risk without making every call harder than it needs to be.

What Is Contact Center Fraud? The Reality in 2026

Most attacks don’t start with a big request. They start with small, believable interactions that build over time. One call rarely causes damage on its own, but a pattern does.

Contact center fraud is any attempt to use assisted service channels to gain access, control, or information that shouldn’t be handed over. That includes phone calls, IVR, chat, and callbacks.

Common goals behind these calls:

• Validate stolen personal details
• Change account recovery options
• Remove security controls
• Gather just enough context for a later payout

This is why fraud detection in call centers can’t rely on spotting a single bad call. The risk lives across multiple interactions. Fraudsters tend to follow a familiar rhythm:

• Start with low-risk requests that feel harmless
• Test which questions agents ask and which ones they don’t
• Escalate slowly toward profile changes or access resets
• Come back later to cash out once the setup is done

The problem with this rhythm is it’s so easy to overlook. Attacks hide in behavior that seems normal. Callers sound prepared and confident, and requests match real customer problems. All the while agents are struggling to fix problems faster, and more efficiently, which often leads to lapses in security measures, provided they exist to begin with.

Top Contact Center Fraud Schemes to Watch Out For

The tricky thing about contact center fraud prevention is that fraud attacks keep changing. It used to be easy to spot a sketchy call because the conversation sounded rehearsed or the request was oddly specific. Now, the rise of AI makes it easier for attackers to circumvent older fraud monitoring strategies. Criminals have already scoured the web for huge amounts of data they can use to appear more credible, and they’re pre-scripting their calls to sound natural with Gen AI bots.

Contact center fraud prevention doesn’t always start with new technology. Usually, it starts with better protocols and teams paying closer attention. When teams know the red flags to watch out for, they often spot them a lot faster.

Social engineering and caller impersonation

This is still the most common entry point. Criminals do not start by hacking systems. They start by exploiting trust. They impersonate legitimate customers and pressure agents into making small but risky changes. Typical requests include: 

• Resetting a password or PIN
• Changing an email address or phone number
• One-time exceptions to skip verification steps 

What it sounds like:

• “I can’t get the code, my phone’s broken.”
• “I’m traveling, I don’t have access to that info.”
• “I’m already verified; can you stop asking me questions?”

Even with fraud detection in call centers, it’s easy to dismiss these requests as “normal,” particularly if a criminal already has customer information they’ve grabbed from social media, or they’re using an AI deepfake tool to subtly adjust how they sound.

What agents and supervisors should watch for:

• Language patterns that push urgency, frustration, or authority
• Repeated attempts to bypass verification phrased in slightly different ways
• Calls where the emotional tone escalates when safeguards appear
• Voice or speech inconsistencies compared to previous interactions

Account takeover through assisted service

Account takeovers almost never happen in one call. They’re built step by step.

The usual setup chain:

• Change contact details first (email or phone)
• Reset password second
• Change recovery options third
• Come back later for the cash-out request

In 2024, 29% of US adults had already been hit by an account takeover attack. Now, criminals have even more tools and more convincing phishing attacks to help them bypass common verification questions, meaning the threat is getting bigger.

Signals to watch:

• Contact detail changes followed closely by password resets
• Multiple calls in a short window with slightly altered stories
• Requests that reduce friction such as removing MFA or recovery questions
• Different agents handling related changes without seeing the full chain

IVR probing and automation

IVR systems often reveal intent before an agent ever joins the call. Predictable menus and static logic make them a favorite target. 

What you’ll see:

• Repeated menu paths hit over and over
• Short calls that end right after a data reveal
• Bursts of calls at odd hours, often with the same failure points

UK Finance analysis found fraudsters averaged more than two dozen calls before a final attack, with a large share coming from withheld caller IDs. Blocking those calls outright risks blocking real customers, so patterns matter more than volume.

Smarter IVR systems can help reduce the risk, particularly when they can detect suspicious patterns at scale using language and tone recognition, but they demand an upgrade to how call filtering works.

What you should track:

• Repeated failures at the same step across many calls
• Abnormal call timing and frequency from the same sources
• Sudden shifts in IVR behavior tied to known data exposure events

AI models trained on normal IVR traffic can surface probing activity early, long before the final fraud attempt reaches an agent.

Friendly fraud and false disputes

Fraud doesn’t always start with someone pretending to be a customer. Sometimes it really is the customer. Friendly fraud shows up when someone disputes a charge they recognize or asks for a refund they know they’re not owed. It rarely looks serious in isolation, but over time it becomes a real drain. 

Patterns that matter:

• Repeat refund requests with no service history that matches
• Disputes that spike after policy changes
• Customers whose story shifts between chat and phone

This is where fraud monitoring strategies that help you catch repeat behavior, not one complaint, become more valuable.

Insider fraud and privilege abuse

Some of the messiest cases involve internal access. Employees, or even poorly trained AI bots can exploit access to customer data for personal gain.

Signals supervisors should treat as high-risk:

• Excessive account lookups with no clear service reason
• Manual overrides that cluster around one person or shift
• Sensitive changes that don’t match the queue’s purpose

That’s why you need to monitor actions taken on the account, not only what the caller said.

Where AI detection helps:

• Establishing normal behavior baselines for agents and bots
• Flagging deviations that humans may rationalize as workload issues
• Connecting internal actions to downstream account losses

Effective fraud monitoring strategies don’t focus on just one side of the call. Teams that actually reduce contact center fraud pay attention to how callers behave, what changes happen on the account, and what actions agents take. Looking at the full picture beats chasing one bad call after another.

Why Contact Center Fraud Happens

Fraud in contact centers isn’t always the result of careless teams or bad intentions. It’s about pressure, process gaps, and attackers who know exactly how contact centers operate.

Here’s what actually creates the risk.

• Agents are trained to help fast: Agents are hired for empathy and problem solving. Fraudsters lean into that. They sound prepared and confident, and frame requests as routine fixes. Social engineering works because it blends into normal service behavior. That’s why contact center fraud prevention has to assume manipulation will happen, not hope it won’t.
• Speed metrics work against security: Low average handling and wait times still matter in most contact centers. Fraudsters know it. They push agents to act fast, and short calls are treated as “successes.” This leads to lax security measures.
• Verification methods haven’t kept up: Static knowledge checks are easy to defeat when personal data is widely available on social media channels. If fraud detection in call centers relies on a customer being able to answer a generic question, it starts to break down. 
• Multi-channel journeys create blind spots: Fraudsters move between IVR, phone, and chat. Each channel resets context, and every interaction might look harmless on its own. Patterns only appear when the data is connected.
• Fraud is organized and patient: Attackers probe systems repeatedly, test scripts and menus, and come back only when they know the path to success. That’s why fraud monitoring strategies have to track behavior over time. If you want to reduce contact center fraud, you need visibility into patterns, not just outcomes.

Fraud Detection in Call Centers: Monitoring Strategies That Work

Most contact centers don’t have a fraud problem because they lack tools. They have one because the signals are spread out and nobody’s looking at them together. Effective contact center fraud prevention comes down to spotting patterns early and acting before the setup turns into a loss.

Use a layered view of risk, not a single checkpoint

Fraud rarely breaks one control. It slips when several small things are missed. Companies need to:

• Screen for risk before the call reaches an agent
• Monitor customer behavior during the interaction
• Review outcomes after the call ends

Gartner says a layered approach is the only way to effectively detect and prevent fraud in today’s contact center space, particularly as fraudsters become more sophisticated. That could mean combining everything from always-on monitoring, to multi-factor authentication. 

Track behavior, not just outcomes

Transactions tell you what already happened. Behavior tells you what’s about to happen. Gathering insights from recordings and real-time monitoring tools can help you:

• Build baselines for normal call frequency, request types, and navigation paths
• Flag deviations like repeated low-risk changes or unusual call timing
• Watch for sequences, not spikes

Where possible, look for tools that let you score risk in real-time. Monitoring solutions can help you assign higher risk levels to profile changes, recovery resets, and access requests, and trigger supervisor reviews when thresholds are crossed.

Strengthen identity without slowing calls

Static questions don’t hold up when personal data is widely available. That’s why many companies are starting to use different strategies, like:

• Multi-factor verification only when risk increases
• Biometric checks for sensitive actions, like requesting a refund
• AI-powered speech analytics to help spot deepfakes.

Just be cautious. Authentication measures shouldn’t slow down every interaction, and they still need to feel consistent across every channel. 

Investing in Agent Training That Actually Stops Fraud

Even the most experienced agent can fall for a fraud attempt, and it’s not because they don’t care. It’s usually because the training they get focuses on old-fashioned strategies for preventing data breaches and attacks and doesn’t line up with what happens in real calls.

Effective contact center fraud prevention starts with giving agents the right instincts, not a longer script to follow. 

Train agents to spot patterns, not individual tricks

Fraud tactics change fast. But patterns can easily be identified.

• Requests that reduce friction before solving the stated problem
• Callers who steer the conversation away from verification
• Sequences of small changes that build toward access

Agents who understand these patterns are far better at supporting fraud detection in call centers than agents who memorize examples, because they have experience seeing what fraud looks like in the moment, rather than relying on generic scripts.

Use realistic scenarios, not generic warnings

The best training is where agents can experience real-world scenarios firsthand. Try:

• Role-play calls that mirror real fraud attempts
• Walking through “almost happened” cases from your own data
• Showing how a harmless change can enable a later takeover

Teams that review near-miss incidents tend to catch future attempts earlier, because the situations feel recognizable instead of theoretical.

Make escalation easy and judgment-free

Agents hesitate when escalating an issue making them assume they’ll get into trouble. Focus on:

• Clear rules for when to slow a call down
• Supervisor support without second-guessing
• Reinforcement that caution is the right call

Fraudsters rely on hesitation. Strong training removes it.

Reinforce training with feedback loops

Training can’t be a one-time event, particularly in the age of AI and deepfakes.

• Share examples of blocked fraud attempts
• Review trends weekly, not yearly
• Connect training updates to real patterns teams are seeing

Update your training strategies regularly based on the risks you actually see in your contact center.

Operational Controls That Reduce Fraud Without Wrecking CX

Strong fraud controls don’t slow good calls down. They focus attention on where it matters and stay out of the way everywhere else. If you want to reduce risk without harming customer experience its important to:

• Limit high-risk actions by role: Not every agent should be able to do everything. Restrict certain actions, like profile changes and recovery resets, by role, and keep high-impact events out of general queues. 
• Add friction only when risk is high: Blanket security rules applied everywhere punish legitimate customers. Use stronger verification only for sensitive requests and confirm high-risk actions through callbacks and secondary checks.
• Share intelligence across channels: Connect signals from IVR, phone, chat, and any other channel your teams are using. Look for repeat behavior across those channels and feed insights back to team members. 
• Audit behavior, not just outcomes: A clean transaction doesn’t always mean a clean interaction. Review overrides and sensitive changes quickly, and track patterns that repeat over time. The most effective fraud monitoring strategies don’t rely on luck. They create visibility. 

Fight Back Against Contact Center Fraud

Contact center fraud issues tend to build gradually over time. That’s why teams who wait for a bad transaction to appear on a report are always playing catch-up.

The patterns are consistent if you know where to look. Fraudsters probe IVR menus; they test which questions matter, and they look for agents under pressure. 

Effective contact center fraud prevention focuses on those early signals. It connects behavior across calls, channels, and agents. It uses fraud detection technology to surface risk while there’s still time to act. It also relies on fraud monitoring strategies that add friction only where it’s earned.

None of this works without people. Agents need training that reflects real calls, not theoretical threats. Supervisors need visibility into patterns, not just outcomes. Operations teams need controls that protect customers without slowing everyone else down.

When those pieces line up with the right tools, teams don’t just respond to fraud. They spot it earlier, contain it faster, and steadily reduce risk without breaking the experience customers expect.

Need more help keeping your contact center safe? Start with our guide to managing cloud-based contact center security.