Agent Spoofing The New Contact Center Epidemic

In a way, you do have to admire these people's entrepreneurial spirit doing this, but in the end, it is so dangerous for the customers and businesses they serve it has to stop NOW!

So I am guessing you may be asking, “what is Agent Spoofing?”

Well, let’s answer that right now! Agent spoofing is when a hired call center agent hires another person to work their shift. This is not a new thing, but it has reached epidemic level impact for business process outsourcers (BPOs) and new contact centers that pushed their people home in a hurry.

With unemployment at record levels globally, people are willing to do whatever it takes to get work. That means being willing to work for $2 or $5 per hour. When you now figure that an average contact center employee is making $13 - $18 per hour by getting a person to cover their work at even $9 per hour, they are still clearing impressive margin.

The problems start to arise when you now consider that most of these people working these shifts have never been trained to do the work. Along with that, they have had zero background checks or vetting by the company. Opening the business up for MASSIVE liability and risk.

With Contact Center traffic at all times high and command centers basically shuttered, there was no real good way to track down offenders. That was until a few months ago when a conversation with a company our team works with offered an answer through facial recognition and environmental monitoring technology.

This team has already deployed this solution successfully for some of the largest contact centers in the world. The results have been nothing short of terrifying at the number of agents spoofing their roles.

If your team is currently working at home with no way to confirm identity in real-time and monitor the environment for other people around during a call when sensitive data is being shared, then the time to act is NOW!

Our team offers free discovery calls for all call center leaders to help pair you with the best solution available. There is NO cost to this. Our way to help contact centers protect themselves quickly before this becomes the next epidemic to hit the industry we love.

Please fill out the contact form below, and one of our team will reach out to set-up a time to connect ASAP.

Stay Safe, Everyone!