Information collection and fraud control

In today's digital age, where customer interactions are increasingly taking place remotely, it is essential to hone your interview techniques for situations where you are not communicating with the customer face-to-face. This intensive one-day masterclass “Digital customer conversations – information collection and fraud control” is designed for a wide range of professionals who have customer contact and need to collect crucial information.

Whether you are a fraud investigator, involved in customer acceptance, onboarding processes or any other role in which you have regular customer contact, this masterclass provides valuable insights and techniques. You will learn how to communicate effectively and collect information via telephone and video calls, while remaining alert to potential fraud signals.

During this day you will delve into the psychology of communication and learn how to recognize subtle cues in voice and language use. You will receive practical exercises in asking the right questions, interpreting responses and building rapport via telephone and video.

This masterclass is ideal for anyone who wants to improve their skills in obtaining reliable information from customers while remaining alert to possible fraudulent activity. Afterwards, you will be better equipped to have effective conversations, even when physical contact is not possible. You will be able to carry out your customer interactions with confidence and a wide range of specific communication techniques.

Invest in this masterclass and strengthen your position as an alert and effective professional in customer communication, regardless of your specific role within the organization.

Overview of parts:

Part 1: Preparing and planning a telephone interview.

Part 2: Creating goals and subgoals of the conversation.

Part 3: The application of elicitation techniques.

Part 4: Communicative signals and cyber psychology.

Part 5: The 'VIKAF' principle in a telephone interview.

Part 6: Compiling a script and questionnaire.

Unit 7: Influence techniques and empathy.

Part 8: Analyzing and reporting conversations conducted.

Who is this masterclass developed for?

This one-day masterclass is specially designed for a wide range of professionals who have regular customer contact and need to collect valuable information. The training is particularly suitable for:

Fraud investigators looking to refine their telephone and video interview techniques.
Acceptors who must identify potential risks during the intake process.
Professionals involved in onboarding processes of new customers.
Customer service employees who must be alert to possible fraud signals.
Compliance officers who need to verify customer information.
Account managers who conduct in-depth customer conversations.
Employees in the financial sector, for example transaction monitoring, AML/CFT specialists, KYC and FEC analysts.
Claims handlers and experts who are involved in damage assessment or fraud investigation.
Any other professional who wants to ensure the integrity of customer interactions.

Whether you are an experienced investigator or new to a customer-facing role, this training provides valuable insights and techniques to improve your communication skills and sharpen your alertness to fraud signals. The masterclass is designed in such a way that professionals from different sectors and with various levels of experience benefit from it.

Teaching methods: open, closed or customized
Although this masterclass is mainly offered in a classroom setting, we understand that you may want to ask questions in a private setting due to the nature of your work. We can provide a private masterclass with a minimum of twelve participants. We also offer fully customized training courses, based on (parts of) this masterclass. We are happy to provide a tailor-made proposal.

All our instructors have been screened and have concluded confidentiality agreements with various government services. A specific confidentiality agreement for your organization or service is also possible.

Certification & Recognition
Our training institute has been tested by and registered with the CRKBO (Central Register for Short Vocational Education).

After completing this masterclass you will receive the IACA certificate:

Masterclass: Digital customer conversations – information collection and fraud management

Our training courses and master classes are a valuable addition to your CV.

Subsequent modules
If you are interested in physical interrogation and interview techniques, we can recommend our recognized training in Interrogation, Interview Techniques and Body Language .