A look inside cyber fraud call centers

Original author: Brian Krebs
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Brian Krebs, the author of a blog about hacking, hackers, viruses, and other things related to computer security, recently wrote a post about fraudulent call centers. Interestingly, the article describes not those call centers that work to deceive “their” victims, but those that work by deceiving “alien” clients for a commission from a call, i.e. call centers that work on outsourcing.
Such a CCCC «a a a» - - - Cyber-Crime-Call-Center-as-a-Service ". The term is mine, was born when writing this article (besides, the abbreviation "CCaaS" on the Internet is already occupied by such concepts as "Contact-Center-as-a-Service" and "Customer-Care-as-a-Service").
The second feature of such online businesses is their belonging to the post-Soviet space.

Lower arttranslation of this article ( comments please write in private messages ).


Fraudsters who make a living through identity theft, fraud on dating sites ( hereinafter “dating-fraud” ) and other frauds often encounter difficulties in the form of having to make a phone call to confirm the operation - they are required to demonstrate mastery of a language in which they do not speak fluently. A criminal call center allows fraudsters to outsource such calls to men and women who speak several languages ​​and can be hired to close the deal.

Some of these call centers are web services, allowing customers to upload information about their goals to a service that initiates a call to a bank, credit institution, delivery service or a dating fraud victim. Other call centers request information from customers about the purpose and actions needed through instant messaging services such as Jabber. This article is about services that you interact with using web services .

In the screenshot below, we see how a user of such a service orders a Ford Mustang radio-controlled toy as a holiday present for some child. He indicates the number and date of order, the American Express card that is used for the operation, and requests that the order be sent as soon as possible to the mule address in Russia.


One of the oldest cybercrime call centers - CallMeBaby - serves a variety of scams, but specializes in helping criminals to cash money in fraud schemes for dating fraud (more detailed information on the role that call centers play in dating fraud schemes is here: Fraudsters Automate Russian Dating Scams ).
Criminal call centers, like other dubious online services, rely on flashy advertisements and design to distinguish themselves from other services and attract new customers. Here is an ad for a service that has been running for 4 years:


Cost: $ 10 for each call in English, and $ 12 for calls in German, French, Italian, Spanish, Portuguese and Polish. The service advertises the presence of men and women among employees who can impersonate someone who speaks these languages ​​and works from 17:00 to 03:00 Moscow time (working hours in America).

Some web services have an “urgent” function, when customers who are in a hurry can speed up calls for an additional fee. Sparta cyber fraudster warns customers that if the call center needs to make a second call to complete the transaction due to insufficient information provided by the client, the client will pay twice.


Based on the foregoing, criminal call centers seem like an amazing opportunity to start introducing voice biometric technologies , a fraud solution that focuses on creating unique voice prints of famous criminals and uses a special anti-fraud filter for future calls from people who match these voice profiles.

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