BT Call Centre - Azra Ergun, Customer Relations Consultant

It all started with a simple call. The customer wanted to update their mobile phone number, a routine request. But something felt off. A colleague who initially took the call knew something was wrong.
The caller was persistent and the team noticed a pattern. The caller used different customer details in each call to make the same request.
“Welcome to BT Financial Group, you’re speaking with Azra, how may we help you?”
That’s when they called me.
“I’ll just go through a few verification questions first.”
The caller’s voice was monotone, almost robotic. I identified the red flags right away. The caller was asking for too much information, trying to manipulate the system.
I knew we needed to act fast, so I asked the team to divert any further calls through to myself. We immediately contacted our Fraud team with all the details, ensuring blocks were placed on the customers’ accounts.
Finding fraud in real time helps so much more than later on. Eventually they stopped calling and our quick action saved our customers from falling victim to fraud. Following these calls, new security measures were formally implemented, adding an extra layer of authentication to protect our customers and their accounts.
Since these security measures were introduced, our Contact Centre has intercepted several fraud attempts, thereby protecting our customers and preventing funds from being withdrawn from customer accounts.
I'm so proud to be a part of this team. We're working hard to deliver high-quality experiences at every interaction while keeping our customers’ accounts safe. And I know that every day, we're making a real difference.