Smartnumbers

In the blog we cover the top indicators our investigators are tracking right now: repeat short-duration dials from high-risk routes, sudden spikes in upgrade enquiries, call behaviour that aligns with scripted social engineering, and cross-account linkages visible in call metadata. Use these patterns to tighten case routing and improve agent prompts. Read the full analysis on our blog. https://hubs.li/Q03KLd860

Smartnumbers is in a unique position, having a comprehensive cross-sector view of criminal activity and a window into the world of complex, organised crime. And with the launch of fraudster profiles on the platform in 2024 and the onboarding of new clients and sectors, our dataset is expanding exponentially. Download the report to discover more.https://hubs.li/Q03NGf4j0

Criminals probe the contact centre long before they strike. From IVR reconnaissance to social engineering, the signals are there if you know where to look. Join our very own Holly Simpson as she joins experts in fraud prevention: Louise O. (Lloyds Banking Group), Paul Burgess (HSBC) and Dr Nicola Harding (Criminologist, Fraud & Financial Crime Prevention) for what promises to be a fascinating discussion. Hosted by Leigh Hopwood, at CCMA | Contact Centre Management Association this webinar explores how contact centres can detect and disrupt fraud before it happens. Your Contact Centre Can Stop Crime 👉 Register here: https://hubs.li/Q03Nj4dL0

The frontline remains a critical control point. Advisors who can recognise social engineering, escalate in real time and apply targeted checks only when risk indicators are present are a powerful defence. The CCMA Good Practice Guide explains how to equip teams to act with confidence and measure prevented losses to demonstrate value. What methods are you using to build fraud awareness and confidence across frontline teams? See the full guide here: https://hubs.li/Q03JLbBJ0

Congratulations to Direct Line Group on being shortlisted for fraud technology innovation at this year’s awards. Recognition like this shows the progress being made to protect customers and strengthen fraud prevention across the industry.

We're delighted to share our latest Smartnumbers Annual Fraud Review 2025 and some of the discoveries our customers have made. This year’s findings draw on the latest aggregated intelligence from across the Smartnumbers Consortium, uncovering the latest tactics, trends and successes in the fight against organised crime. https://lnkd.in/eMuYyiv7

It was great to be at the UK National Contact Centre Conference. Fraud was front and centre in so many conversations, with clear evidence that fraudsters are increasingly targeting the contact centre. The threat is heating up fast and it’s critical that our industry continues to share learning and strengthen defences. A highlight was Lloyds Banking Group presenting their award-winning fight against fraud. Their Complex Fraud and Investigations team showed how they protect customer accounts from sophisticated fraud attempts while reducing the burden on colleagues. From identifying organised crime groups targeting IVR systems to improving collaboration across fraud teams, their approach is setting a high bar for the industry. The message was clear: effective fraud prevention in the contact centre is not just about stopping losses, it is about protecting vulnerable customers and enabling colleagues to focus on serving genuine customers with confidence. #uknccc

Fraud is a challenge no organisation can tackle alone. That’s why collaboration is such a strong theme at the UK National Contact Centre Conference. Proud to be sponsoring and looking forward to hearing from Lloyds on how partnerships make the difference.

Facility takeover has jumped and telecoms is bearing the brunt, but the same tactics are hitting every sector. Our blog explains how fraudsters use contact centres for reconnaissance, how that activity presents in call patterns, and the controls that stop it before the agent says hello. If you care about cutting ATO time-to-detect, this one is for you. Read the full analysis on our blog. https://hubs.li/Q03KLl_g0

Fraud now accounts for 40% of all crime in England and Wales, making contact centres a primary target for organised groups. The CCMA Good Practice Guide sets out practical measures to move beyond incident response into proactive disruption, including the use of call intelligence, cross-industry data sharing and structured playbooks. What steps are you prioritising to strengthen early detection in your organisation? Read the full guide here: https://hubs.li/Q03JLdb60