OCBC is progressively introducing in-app calling capabilities for retail banking customers through their mobile app, following a successful launch for corporate customers in June.
Main Benefits
Enhanced Security: In-app calls are much more difficult for scammers to replicate and help customers differentiate between legitimate bank calls and fraudulent ones.
Reduced Fraud Vulnerabilities: The feature aims to decrease dependence on security questions and SMS one-time passwords, which are becoming increasingly vulnerable to fraud.
International Convenience: Customers traveling abroad won’t incur international calling charges when contacting the bank, which is significant given that over 8,000 calls are made to OCBC monthly from overseas.
How It Works
Users must log in using biometrics or credentials plus a digital or physical token before making calls, employing two-factor authentication to keep calls secure within the app.
Context
This initiative addresses a growing problem: impersonation scam cases in Singapore nearly tripled in the first half of 2025, reaching 1,762 cases. The bank also plans to start making outbound calls to business customers through the app in early 2026.
Executive Summary
OCBC Bank has implemented an innovative in-app calling solution to combat rising fraud while enhancing customer convenience. This case study examines the strategic rationale, implementation approach, and broader implications for the banking sector’s fight against sophisticated scams.
The Challenge
Rising Fraud Landscape
Impersonation Scams Surge
- First half of 2025: 1,762 cases in Singapore
- Nearly 3x increase from previous year
- Scammers increasingly sophisticated in replicating bank communications
Traditional Security Vulnerabilities
Compromised Authentication Methods
- SMS OTPs susceptible to phishing attacks
- Security questions increasingly inadequate
- Social engineering tactics bypass conventional safeguards
- Customers losing trust in phone-based banking
Operational Pain Points
International Customer Challenges
- 8,000+ overseas calls to OCBC monthly
- High international dialing costs for customers
- Urgent fraud cases require immediate verification
- Time-sensitive security concerns while traveling
Trust Erosion
Public confidence in phone banking has deteriorated as scam calls have become commonplace, creating a critical need for verifiable, secure communication channels.
The Solution: Secure In-App Calling
Core Features
Two-Factor Authentication Architecture
- Biometric login or access credentials required
- Digital or physical token verification
- Calls contained within secure app ecosystem
- Additional security questions only for high-risk transactions
Progressive Rollout Strategy
- Phase 1 (June 2025): Corporate customers
- Phase 2 (November 2025): Retail customers
- Phase 3 (H1 2026): Outbound bank-initiated calls to businesses
Technical Advantages
Fraud Prevention
- Significantly harder for scammers to replicate
- Eliminates spoofed caller ID vulnerabilities
- Verified identity before call connection
- Closed authentication loop
Customer Benefits
- No international dialing charges
- Immediate access for urgent situations
- Clear distinction between genuine and fraudulent calls
- Seamless integration with existing banking app
Strategic Outlook
Short-Term Impact (2025-2026)
Customer Adoption
- Expected reduction in fraud-related losses
- Increased customer confidence in phone banking
- Higher app engagement and digital service utilization
- Reduced call center costs from overseas inquiries
Industry Positioning
- OCBC establishes leadership in secure banking communications
- Competitive differentiation in fraud prevention
- Enhanced brand trust and reputation
Medium-Term Trends (2027-2028)
Industry Adoption
- Other banks likely to implement similar features
- In-app calling becomes standard security expectation
- Regulatory frameworks may evolve to encourage adoption
- Integration with other digital banking services
Scammer Adaptation
- Fraudsters will develop new tactics
- Increased focus on app-based social engineering
- Potential malware targeting banking apps
- Need for continuous security evolution
Long-Term Transformation (2029+)
Communication Channel Evolution
- Traditional phone banking may become obsolete
- Voice biometrics integrated into authentication
- AI-powered fraud detection during calls
- Blockchain-based identity verification
Ecosystem Development
- Cross-bank verified calling networks
- Government integration for official communications
- Industry-wide standards for secure in-app calling
- Reduced overall fraud across financial sector
Comprehensive Solutions Framework
For Banking Institutions
Immediate Actions (0-6 months)
- Technology Infrastructure
- Assess current app capabilities for voice integration
- Implement end-to-end encryption for voice calls
- Deploy biometric authentication systems
- Establish secure cloud communication infrastructure
- Customer Education Campaign
- Launch awareness programs about in-app calling
- Create tutorials and guides for feature usage
- Communicate fraud prevention benefits clearly
- Address customer concerns about privacy
- Staff Training
- Train call center staff on new protocols
- Develop scripts for handling in-app calls
- Establish escalation procedures for security issues
- Create quality assurance frameworks
Medium-Term Initiatives (6-18 months)
- Enhanced Features
- Video calling for high-value transactions
- Screen sharing for guided troubleshooting
- Real-time transaction verification during calls
- Integration with fraud detection AI
- Data Analytics
- Monitor call patterns for anomaly detection
- Track fraud attempt frequency and methods
- Measure customer satisfaction and adoption rates
- Optimize authentication workflows based on insights
- Partnership Development
- Collaborate with telecom providers for seamless connectivity
- Work with cybersecurity firms for threat intelligence
- Engage with regulators on compliance standards
- Join industry consortiums for best practice sharing
Long-Term Strategy (18+ months)
- Advanced Authentication
- Voice biometrics for passive identification
- Behavioral analysis during calls
- Multi-modal authentication combining voice, face, and device
- Continuous authentication throughout call duration
- Proactive Fraud Prevention
- AI chatbots for initial call triage
- Predictive analytics to flag high-risk accounts
- Automated alerts for suspicious activity patterns
- Real-time fraud scoring during transactions
For Customers
Immediate Actions
- Download and update banking apps to latest versions
- Enable biometric authentication on devices
- Register digital tokens for two-factor authentication
- Familiarize yourself with in-app calling features
Ongoing Practices
- Never share OTPs or passwords during calls
- Verify you’re using the official bank app, not clones
- Report suspicious activity immediately through secure channels
- Keep devices updated with latest security patches
- Use strong, unique passwords for banking apps
Red Flags to Watch For
- Requests to download third-party apps during calls
- Pressure tactics demanding immediate action
- Requests for full passwords or PIN codes
- Unsolicited calls asking for account verification
- Links sent via SMS claiming to be from your bank
For Regulators and Policymakers
Regulatory Framework
- Standards Development
- Establish minimum security requirements for in-app banking calls
- Create certification programs for secure communication platforms
- Mandate disclosure of security features to customers
- Define liability frameworks for fraud losses
- Industry Coordination
- Facilitate information sharing on emerging fraud tactics
- Coordinate cross-border fraud prevention efforts
- Support development of interoperable secure calling standards
- Fund research into next-generation authentication
- Consumer Protection
- Strengthen data privacy regulations for voice communications
- Ensure accessibility of secure banking for all demographics
- Mandate clear communication about security features
- Establish rapid response protocols for major fraud incidents
For Technology Vendors
Innovation Opportunities
- Security Solutions
- Develop advanced voice encryption technologies
- Create AI-powered fraud detection for voice calls
- Build secure APIs for bank-telecom integration
- Design user-friendly authentication interfaces
- User Experience
- Optimize call quality for financial discussions
- Minimize latency in secure communication channels
- Create intuitive interfaces for non-technical users
- Ensure accessibility for elderly and disabled customers
- Scalability
- Build infrastructure to handle millions of concurrent calls
- Develop cloud-native solutions for global deployment
- Create disaster recovery and redundancy systems
- Enable seamless integration with existing banking systems
Success Metrics
Quantitative Indicators
- Reduction in fraud losses from impersonation scams
- Decrease in customer-reported scam call attempts
- Increase in in-app calling adoption rates
- Customer satisfaction scores for support interactions
- Cost savings from reduced international call handling
- Time to resolution for fraud-related inquiries
Qualitative Indicators
- Customer trust and confidence levels
- Brand perception in security and innovation
- Industry recognition and awards
- Regulatory compliance and positive relationships
- Employee confidence in fraud prevention tools
Risk Considerations
Technical Risks
- App vulnerabilities could be exploited by hackers
- System outages may prevent critical customer contact
- Compatibility issues across device types and operating systems
- Scalability challenges during peak usage periods
Mitigation: Regular security audits, redundant systems, extensive testing, gradual rollout
Adoption Risks
- Customers resistant to change may continue using traditional methods
- Digital divide may exclude less tech-savvy demographics
- Competing priorities may slow customer education efforts
Mitigation: Multi-channel education campaigns, continued support for traditional channels during transition, simplified user interfaces
Competitive Risks
- Other banks may leapfrog with superior solutions
- Fintech companies may offer more convenient alternatives
- Customer expectations may escalate faster than capabilities
Mitigation: Continuous innovation, customer feedback integration, strategic partnerships
Conclusion
OCBC’s in-app calling initiative represents a pivotal shift in how banks combat fraud while maintaining customer convenience. The solution addresses immediate vulnerabilities in traditional phone banking while positioning the institution for long-term success in an increasingly digital financial landscape.
The true measure of success will not be in the technology itself, but in restored customer trust and demonstrable fraud reduction. As the financial sector watches this rollout, OCBC has an opportunity to set the standard for secure, customer-centric banking communications.
Key Takeaway: Security innovations must balance robust protection with seamless user experience. OCBC’s approach demonstrates that these goals are not mutually exclusive when thoughtful design meets genuine customer needs.