Are Your Financial Services Phone Processes a Gateway for Fraud and Scams?

March 20, 2024
minutes read

Phone calls, particularly in financial services, have become a prime target for fraudsters employing deceptive tactics. It is reported that 61% of all fraud involves the contact centre at some stage and that the annual cost just to authenticate callers in an average 250 agent contact centre has grown to £1.3 million. 

The ease of simulating authentic-looking correspondence contributes to scams, enticing individuals to respond to deceptive inbound calls or trust seemingly genuine outbound calls. Providers struggle with the formidable challenge of distinguishing their legitimate telephony services from fraudulent ones.

In this blog, we'll uncover the vulnerabilities in financial telephony that expose phone processes to fraud and scams, unravelling the deceptive tactics used by fraudster and exploring the challenges faced by providers in securing telephony services.

Deceptive Inbound Calls in Financial Telephony

Phone calls have emerged as a lucrative target for fraudsters within the financial services landscape. Their use of deceptive tactics takes advantage of the trust individuals place in traditional communication channels. Inbound calls, once considered a secure means of communication, now harbour the risk of deception. Fraudsters skilfully mimic official communications, making it difficult for individuals to discern between legitimate and fraudulent calls.

One facet of vulnerability to scams lies in deceptive inbound calls. Fraudsters, experts at crafting authentic-looking correspondence, trick individuals into divulging personal information or even engaging in unauthorised financial transactions. The seemingly genuine nature of these calls poses a challenge for recipients, highlighting the need for enhanced security measures to distinguish between legitimate and fraudulent communication.

Trust Exploited: Seemingly Genuine Outbound Calls

Even outbound calls, traditionally viewed as trustworthy, are not immune to deception. Fraudsters exploit the trust individuals place in phone calls from their financial institutions, attempting to extract sensitive information or manipulate individuals into unauthorised actions. This emphasises the necessity for financial service providers to strengthen their outbound communication strategies to protect against exploitation by scammers.

Distinguishing Legitimate Telephony Services

For financial service providers, distinguishing their legitimate telephony services from fraudulent ones is a difficult challenge. The evolving sophistication of scams, combined with fraudsters' ability to replicate official communications, blurs the lines between authentic and deceptive interactions. Providers must adopt advanced security measures and authentication protocols to safeguard the trust and security of their customers.

A Dual Commitment: Vigilance and Innovation

Mitigating vulnerability to scams demands a dual commitment to vigilance and innovation. Financial institutions must stay ahead of fraudsters, employing advanced security measures, authentication protocols, and fraud detection systems. Continuous education and awareness initiatives empower customers to recognise and report suspicious interactions, creating a collaborative defence against scams.

Empowering Financial Telephony Through Innovative Technologies

In response to the escalating threat of fraud in financial telephony, technology emerges as an ally for institutions striving to bolster their defences. Financial services firms need to continue to embrace innovative technologies to combat fraud and enhance the security of their telephony processes. Advanced authentication protocols, leveraging biometric verification and artificial intelligence, stand out as key strategies to fortify defences against sophisticated fraud tactics. These technologies not only elevate the accuracy of identity verification but also contribute to creating a more secure barrier for deceptive inbound calls.

Nivo Verified Identity Messaging – A Shield Against Scams and Fraud in Financial Telephony

Navigating the complex world of financial telephony, Nivo's Verified Identity Messaging (VIM) emerges as a robust shield against the rising tide of scams and fraud. Unlike outdated channels such as phone, email, paper, and post, Nivo has been designed to revolutionise communication in financial services. This transformative platform offers a secure instant messaging solution, drawing inspiration from the convenience of widely used apps like Facebook Messenger and WhatsApp.

With cutting-edge features such as advanced encryption, biometric ID verification, and secure messaging protocols, Nivo establishes a secure and seamless channel for communication between financial institutions and their customers. By rendering vulnerabilities in traditional phone processes obsolete, Nivo paves the way for a new era of fortified and trustworthy financial telephony experiences.


As financial telephony faces escalating fraud threats, institutions must prioritise advanced security measures and innovation. Embracing cutting-edge technologies that incorporate biometric verification, artificial intelligence, and bank-standard security measures becomes crucial in combating sophisticated fraud tactics. Nivo's Verified Identity Messaging (VIM) emerges as a robust shield, transforming communication in financial services. 

To learn more about the challenges that phone is presenting to financial services firms, download our guide 10 Reasons Why Phone Communication is Destroying the Customer Experience and Staff Productivity in Financial Services.

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