Scam or Legit?
This week's real scams become a swipe quiz for staff, then customers.
The job
Turns this week's real scam scripts into a quiz that teaches staff first, then customers who agree to take part, to tell scams from genuine messages. The results feed the awareness unit's twice-yearly report.
The moment
Each week, real scam messages become a swipe quiz where branch staff, and customers who opt in, decide scam or legit.
In the holiday edition, 38% of customer players and 41% of branch staff call a fake "donate to the holiday appeal here" message legit, the highest miss rate of the year.
The awareness unit approves a warning that evening. A branch league shows which branches need a quick team talk before the holiday rush.
The following week, reports from victims of fake charity scams are the lowest of the season, and the city-by-city scam forecast card goes out through the unit's own awareness channels.
What it does
- Approve an edition
- Record a staff answer
- Send the customer edition
- Offer a callback after a wrong answer
- Publish a warning
- Scam-weather card and awareness report as PDF links
What you see
Weekly swipe quiz (scam ← / legit →) with a reveal page, a branch league, a 'scam weather' card by city, and a semi-annual report view
What it moves
How often staff and customers miss each scam script, and whether that falls edition by edition, plus victim reports for quizzed scripts in the two weeks after each edition.
Built for
- Risk & fraud
- Contact-centre operations
