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Chapter 3 - Spotting Risk And Responding Early

Indicators You May Be Speaking To A Criminal

Criminals impersonate customers over the phone to telco companies to gain personal information. It is often a combination of these factors that should raise alarm bells, rather than just one in isolation.

(REMEMBER: Frontline staff do not investigate fraud. Your job is to recognise risk, pause the journey and escalate correctly)

Delaying Tactics/Avoiding Providing OTAC's

Criminals may delay answering questions if they need more time to find the information you are requiring, whereas a customer would not delay.

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Long Delay At The Start Of The Call/Distored Audio

This is often a sign you are on the phone with a criminal as the line could be connecting to someone in a call centre, and the connection may be bad if the call centre is based overseas.


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Excuses As To Why OTAC Can't Be Passed

This indicates the caller is not receiving the OTAC directly and is sourcing this separately from the customer.


Inconsistent Answers/Avoiding Simple Questions

Inconsistent answers could be a sign that the person on the other end is impersonating your customer as they may make mistakes on the questions you ask.


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