Fraud Prevention for Customer Service Teams
Customer-facing teams sit at the sharp end of two fraud problems at once: fraudsters trying to manipulate the agent, and customers already being scammed elsewhere. This practical course covers social engineering, Authorised Push Payment fraud, safeguarding and business impersonation, and the current reporting channel. As at September 2026. Four short units.
- Easy-to-follow course
- 4 quizzes at 80% in every course
- Narration and captions on every screen
- Written and fact-checked in 2026
Watch the introduction, then see the interactions your learners will use.
One licence for your LMS, 12 months, for the learners you buy for, delivered as one SCORM package. Priced per learner, with volume discounts.
What your team will learn
Upon course completion, employees will gain a full and clear understanding of:
- Why fraudsters target contact-centre agents, and the pressure tactics they use to try to bypass authentication
- Why completing authentication procedures in full is the job, not an obstacle to it, especially under pressure
- How to recognise the signs of a customer who may already be a victim of Authorised Push Payment (APP) fraud
- How to use open questions and the Stop, Challenge, Protect approach without diagnosing or investigating
- When a customer's circumstances call for extra care, and how fraudsters impersonate a genuine business
- How to respond, escalate and report a suspected fraud correctly, using the current national reporting channel
Who it is for
Written for customer service. No technical background is needed, and nothing in it assumes a previous course.
This course from Blocknorth gives customer service and contact-centre teams a clear, practical understanding of the fraud they meet on every shift. No prior fraud training is needed: you will learn why fraudsters target agents directly, how to recognise a customer who may already be a victim of a scam, how to protect vulnerable customers, and how to respond and report correctly.
Course contents
4 units. Each ends with a 10-question quiz; 8 correct unlocks the next unit.
Fraud Aimed at You
- Why the contact centre is an attractive target, and the pressure playbook fraudsters use on agents
- Why authentication exists for the pressured moment, and why a confident caller is not a verified one
- Ploys agents hear regularly, from claimed urgency to requests to bypass an internal control
- Building the habit of applying the same procedure to every caller, regardless of pressure
When the Customer Is the Target
- What Authorised Push Payment (APP) fraud is, and the current scale of the problem
- Recognising a customer who may already be mid-scam, including a customer who has been coached
- Asking open questions without accusing, and using the Stop, Challenge, Protect approach
- Signposting correctly, to the customer's own bank and to the current national reporting service
Protecting the People Who Need It Most
- What vulnerability means as a circumstance, not a category, and the signs worth noticing
- Offering extra care without being patronising, and following the vulnerable-customer process
- How fraudsters impersonate a genuine business, and what a real agent never asks a customer for
- Reassuring a customer correctly, and responding when they report a fake approach
Responding, Reporting and Doing It Right
- What changes the moment you suspect something is wrong, and the Stop, Challenge, Protect sequence in practice
- Escalating internally, and a brief note on an organisation's own fraud-related liability
- Reporting through the current national channel, with the separate route for Scotland
- Documenting the call, common mistakes to avoid, and looking after yourself
Details
| Length | About 45 minutes, self-paced, resumes where the learner left off |
|---|---|
| Format | SCORM 1.2 package. Runs in any conformant LMS (Moodle, Cornerstone, Docebo, SAP SuccessFactors, TalentLMS and others) |
| Assessment | 4 unit quizzes, 10 questions each, 80% to pass. Score and completion reported to your LMS |
| Accessibility | Optional narration and captions on every screen, keyboard navigation, responsive on PC and tablet |
| Language | UK English |
| Publisher | Blocknorth |
| Written and fact-checked | In 2026, reviewed each quarter |
What a licence includes
One licence for your LMS, 12 months, for the learners you buy for, delivered as one SCORM package. Priced per learner, with volume discounts.
See pricing →Questions buyers ask
Will it run in our LMS?
Yes, if your LMS supports SCORM 1.2, which almost every LMS does. You upload one zip file, assign it, and completions and scores report back automatically. We confirm compatibility for your platform before you buy, and the free sample package lets you test it in place.
Can we try it before we buy?
Yes. Ask for the free sample package and you will have Unit 1 of a foundation course as a real SCORM 1.2 file, so you can check it runs in your own LMS. Request it with the form below and you will have it within 1 working day.
What do we receive?
The SCORM package, a one-page quick-start for your LMS administrator, the course listing sheet for your catalogue, and preview images. Updates to the course during your licence are supplied at no charge.
How does a licence work?
You licence the course for the learners you buy for, for 12 months, on your own LMS, and you receive one SCORM package. Pricing is per learner with volume discounts as your numbers grow, and we licence from ten learners upwards.
Where teams go next
Request a quote or the sample package
Tell us the course and roughly how many learners. You will have a quote, or your sample package, within 1 working day.
Prefer email? sales@businesstechnologytraining.com