TransUnion 2023 State of Omnichannel Fraud Report
Trends and strategies for enabling trusted commerce
Nearly two-thirds of consumers indicated they frequently used call centers to manage account information in 2022.
While TransUnion documented the vast majority (85%) of calls received by its US financial services call center customers were from mobile phones in 2022, less than 2% of those calls were identified as being high risk for fraud, and just 14% of all high-risk calls were made from a mobile phone last year.
In fact, 62% of high-risk phone calls into US call centers were from non-fixed VoIP phone lines in 2022.
TransUnion’s State of Omnichannel Fraud Report 2023 reviews omnichannel fraud risk, including risk to the contact centers, and offers recommendations for implementing smarter, more effective fraud prevention strategies that build consumer trust by distinguishing safe from risky interactions in contact center customer experiences.
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TransUnion has been in the business of enabling trust for over 50 years as a credit reporting agency. Decades of stewarding and analyzing data have given us a holistic understanding of consumer identity. Additionally, substantial investments in new data sources and technology have fueled expansion into new areas like fraud, marketing and customer-driven analytics.
For more information about Transunion, please visit https://www.transunion.com/business