Business Process Outsourcing Solutions

User Risk in Business Process Outsourcing Is the New Attack Surface

BPO organizations manage sensitive client data, financial workflows, and privileged access at scale. Dune helps outsourcing teams prevent social engineering and insider threat across every channel.

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Threat Landscape

The Biggest User-Driven Threats Facing Business Process Outsourcing

BPO organizations face unique threats that exploit high agent turnover, multi-client privileged access, and complex operational workflows.

Critical
Client Data & Unauthorized Access
Attackers impersonate enterprise clients, IT personnel, and internal stakeholders to manipulate agents into granting unauthorized data access, executing account changes, or bypassing access controls.
Unauthorized client data access, fraudulent transactions, contractual liability, SLA breaches
Critical
Financial Workflow Manipulation
Attackers exploit BPO financial processing roles through spoofed client communications, fake vendor portals, and fraudulent payment redirect requests targeting agents with billing and payment authorization access.
Redirected payments, financial loss, client and vendor trust erosion
Critical
Insider Threat & Agent Recruitment
External actors directly target BPO agents through bribery, coercion, and financial incentives, exploiting high turnover and privileged access to valuable client data across multiple enterprise accounts.
Data exfiltration, account compromise, regulatory exposure, loss of client trust
Product Capabilities

How Dune Helps BPO Organizations

Purpose-built capabilities to simulate, score, and mitigate user risk in business process outsourcing environments.

Dashboard showing a high risk score of 93 with factors including adequate simulated attacks and poor training activity.
Custom Risk Score Weighting
Measure User Risk
Quantify breach risk with a dynamic User Risk Score, continuously updated from behavioral, contextual, and role-based signals across your security stack.
Custom Risk Score Weighting
Unlimited Input Source Data
Risk Visibility & Executive Reporting
Screen showing an active call with Sarah Chen and chat messages from Bank of America, Adobe, and Microsoft Security.
GenAI and Conversational Attacks
Simulate Attacks
Launch omni-channel simulations tailored to each user that impersonate trusted roles and adapt in real-time to expose attack susceptibility and insider risk.
GenAI & Conversational Attacks
Expose Insider Threat
Trusted Role & Identity Impersonation
Dashboard showing 41 total users with categorized risk levels and top risk users by name and scores.
Exposure Prioritization
Reduce Threat Exposure
Adapt training, alerts, and controls in real-time, prioritizing the ~5% driving the risk and minimizing friction for the other ~95%.
Exposure Prioritization
User Adaptive Training
Risk-Based Escalation & Controls
Dashboard showing a high risk score of 93 with factors including adequate simulated attacks and poor training activity.Screen showing an active call with Sarah Chen and chat messages from Bank of America, Adobe, and Microsoft Security.Dashboard showing 41 total users with categorized risk levels and top risk users by name and scores.
Attack Scenarios

Example Attack Scenarios in Business Process Outsourcing

See how modern social engineering attacks target BPO organizations and how Dune simulates them.

EMAIL
Vendor Payment Redirect
BPO finance and accounts payable teams process payment instructions across multiple client accounts, concentrating BEC exposure in a single outsourced function.
User Decision Point
Finance teams must validate payment change requests through multi-step verification without disrupting payment cycles.
Potential Impact
The average BEC incident costs $4.91 million, a figure that climbs in BPO environments where agents process payments across dozens of client accounts.
IBM Cost of a Data Breach 2025
Dune Simulation
Dune launches targeted payment redirect attacks with realistic invoice formats and familiar vendor branding.
VOICE / EMAIL
Client Account Impersonation
BPO agents authenticate callers and execute high-trust account actions for enterprise clients, so a convincing impersonator gains direct access across every client that agent serves.
User Decision Point
BPO agents must verify client identity through established authentication protocols before processing any account changes.
Potential Impact
Scattered Spider called MGM Resorts' IT service desk, posed as an employee found on LinkedIn, and convinced an agent to reset credentials in 10 minutes. The ransomware attack cost MGM $100 million in one quarter.
MGM Resorts 8-K filing, October 2023
Dune Simulation
Dune deploys agentic client impersonation simulations using realistic communication patterns and account-specific context.
VOICE / MESSAGING
Manager Escalation Impersonation
AI-generated messages on internal chat platforms impersonate shift managers or team leads requesting urgent data access, credential sharing, or process overrides.
User Decision Point
BPO agents must validate escalation requests through official channels before overriding controls or processing exceptions, regardless of perceived seniority.
Potential Impact
Scattered Spider targeted Caesars Entertainment's outsourced IT vendor using voice phishing to pressure agents into bypassing MFA. Caesars paid $15 million in ransom and personal data of more than 65 million loyalty members was compromised.
Caesars Entertainment 8-K filing, September 2023
Dune Simulation
Dune deploys agentic authority escalation simulations using urgency, seniority cues, and account-specific context to test agent resistance to control bypass requests.
MESSAGING / VOICE CALL
Insider Bribery
External actors contact agents over messaging apps like WhatsApp, offering financial incentives or pressure to access client data, override controls, or share credentials.
User Decision Point
Employees must recognize and report coercion attempts, refusing any requests that bypass security protocols regardless of perceived urgency or incentive.
Potential Impact
In a DOJ case, an attacker recruited AT&T call center employees through messaging apps and paid over $1 million in bribes to install malware and manipulate customer accounts. AT&T lost more than $200 million over five years before the scheme was detected.
U.S. Attorney's Office, Western District of Washington, September 2021
Dune Simulation
Dune simulates bribery and coercion across channels, testing responses to incentives, pressure, and policy bypass attempts.
Dune Security’s platform helps teams address weaknesses across the User Attack Surface. Its insights drive risk-based access and permission decisions, boost the ROI of existing security tools, and help organizations maintain a strong security posture.
Mark Dorsi
CISO at Netlify
Compliance

Built for BPO Environments

Designed to help BPO organizations safely test real-world user risk while meeting client, regulatory, and compliance expectations.

Enterprise-Grade Capabilities
Designed for multi-client, high-volume BPO environments

Built with enterprise security teams in mind, supporting the unique requirements of outsourcing providers managing diverse client portfolios.

Safe-by-design simulations that never execute real transactions

Every attack simulation is sandboxed and controlled. No client data is exposed, no systems are compromised, and no data leaves your environment.

Supports audit, risk, and internal control validation workflows

Generate detailed reports that map directly to audit requirements, demonstrating continuous security testing and user risk assessment.

Demonstrates proactive security posture to regulators and auditors

Show evidence of ongoing user risk testing and remediation, strengthening your position during examinations and assessments.

Safety Guarantee

All simulations are designed to test human behavior. They do not access real client data, real systems, or disrupt operations.

Supports common BPO & enterprise security frameworks

SOC 2 Type II
 Certified – Jan 2024 & Jan 2025
ISO 27001
 Certified – Aug 2024
GDPR
 Compliance Verified – Jan 2025
CCPA
 Compliance Verified – Jan 2025
HIPAA
 Third-Party Attested – Apr 2025
NIST CSF v2.0
 Third-Party Attested – May 2025
Resources

Featured Resources for Business Process Outsourcing

Explore our latest research, customer case studies, and security insights for securing BPO organizations.

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Blog
Business Process Outsourcing support agent using a headset in a modern office at night, illustrating user cyber risk in outsourced operations. Business Process Outsourcing support agent using a headset in a modern office at night, illustrating user cyber risk in outsourced operations.

How Attackers Exploit Trusted Access in BPO Environments

Learn why BPO environments are increasingly targeted by social engineering and how user cyber risk spreads across outsourced operations and client organizations.

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March 23–25, 2026
March 23–25, 2026
April 12, 2026
7 minute read
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Blog

Third-Party Access Is the New Insider Threat

Third-party breaches now drive 30% of incidents. Learn how attackers use valid vendor credentials to move undetected, escalate access, and operate like insiders inside your network.

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March 23–25, 2026
March 23–25, 2026
April 12, 2026
8 minute read
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Webinars

User Risk in Cybersecurity: Exploring the Primary Driver of Modern Breaches

View the session on demand to examine the role of user behavior in today’s threat landscape and the strategies security leaders are using to mitigate enterprise user risk.

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March 23–25, 2026
March 23–25, 2026
April 20, 2026
41 minute watch
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Frequently Asked
Questions

Common questions about Dune Security for BPO organizations.
How is Dune different from traditional phishing simulations?
Is Dune safe for multi-client BPO environments?
Can Dune simulate client impersonation attacks?
Does Dune support voice and messaging attacks?
How quickly can we deploy Dune?

Ready to See Dune in Action?

Schedule a time with one of our experts to see how Dune protects BPO organizations from social engineering and insider threat across every channel.
Book a Demo