The challenge

We have had a long-standing relationship with the CRO of a global BPO firm. They experienced high customer volumes during the year and this created a combination of organisational strain but also gaps in their Fraud operation as it reached its peak.

When we were asked by the CRO to help by providing a small but experienced Fraud team to bolster their permanent team. The situation was exacerbated by a lack of a stand-alone 1st Line Fraud Team capability.

Rapidly they were targeted by Social Engineering and Account take Over Fraudsters

The BPO firm was liable for all Fraud Losses which were growing by 100% month on month which was creating financial losses as well as reputational damage.

The solution

Built a best in class fraud team of 16, including leadership from a range of backgrounds to hit the problem hard and early and maximum knowledge in a short space of time.

The full team were operational within 2 weeks of the request for help.

The outcome

Fraud losses reduced by over 50% within 2 months

Working closely with the client to redefine the T.O.M and establish a Fraud Team for the future

Significant knowledge transfer to the permanent colleagues to give legacy value to fraud capability

  • 2 weeks

    16 People were onboarded

  • 50%

    Reduction in fraud losses

  • 100%

    Of our resource requested to be extended to support other areas of the business

David Leen

Client Director

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