CCA Fraud & Security Benchmarking

Every day, frontline teams make decisions that can protect or expose customers to fraud.

Across voice, digital and assisted channels, these moments are increasingly complex, high-pressure and critical. They shape customer trust and are often the last line of defence.

The CCA Fraud & Risk Framework for Customer Experience© provides a practical, structured approach to strengthening fraud resilience bringing together customer operations, frontline capability, governance, data and customer experience into one clear model.

It is a best practice framework and self-assessment tool designed to help organisations understand, benchmark and improve how fraud is managed within customer operations.

Developed by CCA, drawing on over 30 years of industry leadership and collaboration with senior experts across customer experience, fraud, risk and security, the framework reflects how fraud is actually experienced and managed in customer operations today.

It focuses on where fraud happens - in live customer interactions - helping organisations respond with greater clarity, confidence and consistency.

This work is supported by Smartnumbers whose ongoing collaboration reflects a shared commitment to advancing industry best practice and strengthening fraud resilience across customer operations.

"Fraud is increasingly being experienced at the frontline, in real-time customer interactions. We’re proud to support CCA in developing a framework that reflects this shift and helps organisations respond with greater clarity and confidence."

Smartnumbers

This is not a technical model or a policy document.
It is a practical, operational framework designed for customer operations — helping organisations:

Understand where fraud risk surfaces across customer journeys
Enable frontline teams to make confident, consistent decisions
Strengthen controls without undermining customer experience
Align people, process, technology and governance
Build a more resilient and consistent approach to fraud

All within a single model focused on how fraud is managed in live customer interactions

This framework forms part of a wider CCA initiative to raise standards and bring greater consistency to how fraud is managed across customer operations.

It will;

Benchmark fraud resilience across the industry
Provide a structured self-assessment for organisations
Build shared insight and best practice
Establish a future pathway toward accreditation

Start your journey

Explore the Framework
Complete the Self-Assessment
Benchmark your organisation

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If you have any questions about the CCA Fraud & Risk Framework for Customer Experience©, please contact us here.

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