Developed with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions.

As fraudsters increasingly exploit AI, social engineering and digital channels to target organisations and consumers, CCA Global, a leading authority in customer operations, standards and accreditation, has launched its new CCA Global Fraud & Risk Framework for Customer Experience©, designed to help organisations assess, benchmark and strengthen their frontline defences.

Developed in consultation with some of the UK's and Ireland's leading financial services organisations and supported by contact centre fraud prevention specialist Smartnumbers, the Framework addresses a critical gap in many organisations' fraud prevention strategies.

While significant investment has been made in cyber security, authentication and fraud detection technologies, fraud continues to rise. Increasingly, fraudsters are targeting weaknesses in customer-facing operations, exploiting vulnerabilities in processes, governance and customer interactions.The Framework has been designed to complement existing fraud prevention investments by focusing on the operational environment in which fraud prevention takes place. Through a structured self-assessment, organisations can evaluate the effectiveness of their frontline processes, governance, employee capability and customer journeys, helping identify vulnerabilities and opportunities for improvement.

Focusing specifically on the point at which organisations interact directly with customers, the Framework helps identify and reduce operational risks that can emerge during live conversations, authentication journeys and customer service interactions. Built with direct input from organisations responsible for protecting millions of customer interactions every year, it provides a practical benchmark for assessing frontline fraud resilience and strengthening organisational capability.

Sharon Johnston, Managing Director at CCA Global, said:
"Many organisations have invested heavily in cyber security, authentication and fraud detection technologies, but fraud continues to evolve because criminals don't just target systems – they target people, processes and operational weaknesses."

"The CCA Global Fraud & Risk Framework for Customer Experience© addresses what is often the missing piece of the puzzle. It helps organisations understand how effectively their frontline operations support fraud prevention and where vulnerabilities may exist across customer journeys, governance structures and operational practices."

"When combined with existing fraud and security investments, the Framework helps organisations build a more complete and resilient approach to protecting customers, colleagues and the business."

Jamie Melling, CEO at Smartnumbers, said:
"Fraudsters continue to adapt their tactics in the contact centre at pace, exploiting not only technical vulnerabilities but also weaknesses in operational processes and customer interactions."

"The CCA Global Fraud & Risk Framework for Customer Experience© provides organisations with a practical way to assess frontline fraud resilience, identify opportunities for improvement and strengthen their overall fraud prevention capability. We're proud to support an initiative that will help raise standards across the industry."

The launch reinforces CCA's commitment to developing standards, frameworks and accreditation programmes that help organisations strengthen performance, governance and operational resilience in an increasingly complex business environment.

To learn more about the CCA Global Fraud & Risk Framework for Customer Experience©, visit: https://fraud.cca-global.com/

 

About CCA Global
CCA Global is a leading authority in customer operations, accreditation, standards and business improvement. Working with organisations across multiple sectors, CCA develops frameworks, benchmarking programmes, research and collaborative initiatives that help businesses strengthen performance, governance, customer outcomes and operational resilience. For further information visit: www.cca-global.com

 

About Smartnumbers
Smartnumbers helps protect organisations from downstream fraud by ensuring the contact centre stays secure. Deployed by leading brands across regulated industries, the Smartnumbers platform flags suspicious incoming calls, reducing fraud risk and enabling secure, seamless interactions for genuine customers. For further information visit: https://smartnumbers.com/