Boston, MA - December 6,2012 Contemporary consumers want to have more control over their money. They are demanding more information faster and access to updates on activity taking place on their accounts. They are also becoming increasingly aware of the threat inherent in online transactions. Until recently, bringing the consumer directly into the fraud detection value stream has not been part of most issuers' risk management strategy.
New research from Mercator Advisory Group, ‘Proactive Consumer Fraud Communications: Don't Call Me, I'll Call You’, examines how this paradigm is changing and looks at the impact this is having on contact center services, issuer support strategies, and direct-to-consumer apps. This analysis considers the shifting consumer support environment, which is responding to consumers' interest in information and personalized, on-demand services as well as issuers' needs to better control fraud and reduces expenses.
"For debit card portfolio managers responsible for delivering profitable products in a constrained revenue environment, effectively managing risk and responding to the expectations of an increasingly tech-centric consumer creates a strong business need to consider how interactive communications impact the franchise from a cost and value perspective," comments Patricia Hewitt, director of Mercator Advisory Group's Debit Advisory Service and author of the report.
One of 11 exhibits in this report:
Source: Mercator Advisory Group
This report is 21 pages long and has 11 exhibits.
Entities mentioned in this report include: SafePay, Nuance Communications, and Varolii Corporation.