The challenge: Reduce the high rate of fraud in an online marketplace.
Fraud moderation and prevention are critical for websites with classified ads, with an average acceptable fraud rate of 2%. So, when a UK-based online marketplace faced a fraud rate of 5%, they needed to act fast. They aimed to find a workforce solution partner that could combat fraud, optimize operational costs, and provide outstanding customer service support. The company engaged Kelly® to deliver a cost-effective, results-driven workforce solution.
The solution: Skilled South Africa-based agents, optimized fraud prevention tools.
Kelly’s team conducted an end-to-end audit of the company’s policies and procedures for allowing ads on the website. The results revealed a lack of measures for preventing fraudulent ads from populating the website. The team updated fraud prevention tools to include critical keywords, searches, and filters to maximize protection against fraud.
Next, Kelly implemented a custom workforce solution of 35 South Africa-based agents specializing in ad moderation and fraud prevention.
The results: Reduced rate from 5% to .89% within the first year.
Within the first year, the workforce solution reduced fraudulent activity on the marketplace website from 5% to .89%. Though smaller than previous headcounts, the team of 35 agents demonstrated outstanding capacity to combat fraud, analyze trends, and provide white-glove customer service, achieving substantial operational cost savings.
The optimization of operations, significant cost savings, and enhanced performance showcase the impactful results achieved through strategic collaboration between the marketplace and Kelly.
