Retail organizations have become prime targets for voice-based attacks that disrupt supply chain communications, degrade customer experience, inflate operating costs, and threaten the security of operational systems and customer accounts.

1. Employee Performance

(Headquarters, Contact Center, and Store Outlet Operations)

Employee and agent time spent attending to nuisance and fraudulent calls means less time spent on business-building activity and customer support. This undermines effective service delivery, drives higher labor costs, and impacts the organization at all levels: Headquarters, contact center, and store outlets.

• Needless interruptions result in loss of focus
• Disrupted communication flow between operating units
• Skewed KPIs, increased contact center call abandonment rate
• Interrupted personal service to in-store customers = lost sales opportunity
• Diversion of high value resources to low-value spam call management

2. Customer Experience

(Contact Center and Service Desk)

Unwanted spam, scam and fraud calls infiltrating retail organizations’ phone lines have a direct impact on customer experience as they delay response and issues resolution for legitimate callers left on hold, or in-store customers seeking associate assistance. What’s more, criminal agents attempting to defraud support agents expose customer data and accounts to potential theft. Customer frustration and loss of trust are evidenced through lost sales and diminished brand reputation.

• Increased caller authentication friction
• Heightened frustration over delayed response
• Exposure to potential data theft
• Brand abandonment