Frontline customer service staff should be empowered to make informed decisions, rather than strictly adhere to rigid rule books and protocols
IN THE first half of 2024, Singapore witnessed 26,587 scam cases – a 16.3 per cent increase from the same period last year – with losses rising by 24.6 per cent to an estimated S$385.6 million.
Among the most lucrative for scammers were government official impersonation scams, which caused the highest average losses at over S$116,000 per victim.
While these numbers highlight the alarming prevalence of scams, they also underline a sobering reality: each statistic represents a person whose financial security and trust were violated.
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