Key Account at ClearSale
By performing a brief search over the internet, you can see that there is little bibliographic material on this subject, which unfortunately plagues large Telecom companies, making them lose millions of dollars monthly.
Nowadays, more and more companies from all segments of the market seek to give freedom to their consumers, considering a purchase experience better every time and with little bureaucracy, which is not different with the Telecom companies. However, the freedom and security are a challenging balance, because the trades create huge opportunities for irregularities. However, we cannot walk in the opposite direction of the market digitization, which runs at full steam according to a Gartner Research, saying that 50% of companies will be digitized in 24 months, reaching 83% from 3 to 5 years.
In the Telecom market, we identified a large amount of information, such as sales, changes of plans, adjustments of accounts, among other services. In addition to the large amount of data transacted, the processes and the trade conditions are a major point of attention, because they circulate through different sales channels. Among them we have direct sales, non face-to-face sales, and by vendors themselves or third parties, which, coupled with agility of optimizing the UX (User Experience), can generate loopholes for fraud. In addition to the need to analyze the regional characteristics, depending on the geographic extent of activity of that company.
Among the definitions of fraud in this segment, we have:
Fraud of Subscription
The fraudster seeks data from another person for use of the services until the lock by payment failure or fraudster wants proof of valid address to perform other scams like issuing credit cards, mortgages, buying cars, opening a current account, among others;
When a family member or friend uses data from those who would be the real buyers without prior authorization;
It is when a person buys a product or service, and when they are charged, they indicate that they have not done the purchase, claiming to be a victim of fraud;
Fraud of Opportunity
It happens when the client, being in default and being denied, they are advised to inform in court that they were victim of fraud, even with the aggravating of process to the operator in question by moral damages;
When a systemic weakness of telecom operators, dishonest employees conduct improper adjustments on accounts or modify plans/packages;
User Fraud Due to Fragility in Processes:
This event occurs when customers find a loophole in offers and seek advantage over this failure of procedure;
Fraud of piracy:
It is the use of cable TV signal with improper equipment for this use.
Fraud of Undue Selling or Commissioning Fraud:
The seller, thinking in achieving their goals sells with good data, however, without the knowledge of the client;
When the seller discovers the fraud policies of the operators and insert the sales so that it does not go through the anti-fraud tools.
In this context, fraud losses are very high because we have undue commissioning, operating costs, equipment delivered, use of services, interconnection, taxes, court cases, loss of customers and loss of reliability.
Why do we have so many frauds? Specifically in the Telecom market, we have a portion of sellers and the policies of encouragement that undermine very much the process of fraud in the segment. When talking with several executives in the area of risks and fraud of big companies of Telecom, it is possible to realize that they always identify that the greatest problems are in the fraud of sale affixed, the famous "fraud of commissioning".
So in addition to the fraud policy of subscription, which checks to see if it was you who made the purchase, with your real data, we have the fraud of commissioning where the interest is for the achievement of the goal and its commission. Below there are a few examples we can quote on the policy of commissioning, which can be the initiator of this index:
Up Grade "X" Mbps for "Y" Mbps:As this change of package of services does not generate any modification of the apparatus for the client, and as the price also does not have a great variation, hardly the customer perceives in the first invoice the new value.
Another carrier's "virgin" chip:When the customer does not want portability, the seller offers the same to make a clearance of a prepaid from another carrier to perform the procedure of portability, and thus the condition of trade is more favorable, as well as the incentive of the seller.
When dealing with CNPJ, companies that have a certain number of lines, if they are not very well organized, end up enabling more lines without the quick perception of the financial area.
Here we see that rules for commissioning have weaknesses and without a vision of the whole, the control of fraud becomes a big challenge. Due to the intense amount of information symbols with real data of customers, being fraud or not, the scenario becomes extremely complex to be emerged. That is the great challenge of Telecom, needing to map the behavior of the life of customers to carrier, carrying out an analysis of behavior by identifying the modus operandi through common characteristics.
And how to map the various vendors, sales channels, regional and products?
How to perform a single view and 360° around the selling process? How to use statistical intelligence mapping the behavior of vendors and customers? How to work with millions of protocols, with adjustments to invoices, claims, Procon, JEC, among others? How to analyze the behavior of customers in their life within the carriers, with the mapping of fraud being conducted in all stages of the process?
One way we can minimize events where consumers are not aware of transactions is to place the consumer in the process in all market interactions as a second factor of authentication. With the client entered into this process, increasingly we close the market for potential sales or transactions.
However, how is it possible to include the consumer?
Through Movement Buy & Trust, a project conceived by ClearSale, to be in possession of the whole market, aiming to make this entire ecosystem a safer and more transparent place. Where through an application also called Buy & Trust, the good consumers who make a purchase or hire a service in over 500 partner companies can deny, if it is not them, by clicking the button "not me". Thus, it values the good consumer, creating a positive base, besides consolidating yet another great concept of the market, which is to generate confidence and protect the good buyer!