Boards regularly review a lot of things like cost, delivery, and vendor KPIs that it’s sometimes very easy to miss reviewing or verifying the person on the other end of the line for every phone call they receive.

For a lot of organizations, a call that comes from a no caller id number is easily dismissed without a verification process. Sadly, this is where control usually fails in the world of supply-chain risk management (SCRM).

These days, it pays to be extra vigilant especially since impersonation calls are becoming more sophisticated as each day passes. Sure, there are a lot of times when the caller sounds familiar. But the question is: did you verify who was really on the line? Believe it or not, the answer to this question has become a key governance metric.

While this might not seem like a huge concern, it often is the reason why security measures fail and why fraud happens. Therefore, it pays to be vigilant and incorporate KPIs to caller verification.

Why Caller Verification Deserves a KPI

Most KPIs measure output like late shipments, cost per unit, and vendor compliance scores. Caller-verification failure can be inserted in output since it measures behavior and discipline. After all, it highlights whether staff stop and verify before taking action.

It might not seem like an urgent matter, but a silent spike in failures can most definitely precede a full-blown incident. Therefore, it’s very important to not sweep caller verification under the rug. By making caller verification a measurable metric, safety and security are being prioritized.

Designing the Metric That Matters

You can start with a single question for every sensitive interaction, such as: Did the person on the phone authenticate via our independent channel before we acted? If yes, it’s a verified call. If no, it is a verification failure.

Then, you need to quantify this. Make sure to track the percentage of sensitive requests completed without caller verification. Log all the calls that passed and the ones that didn’t. Over time, you will get a comprehensive trend line.

Since the metrics are simple, you can easily incorporate it to every department. Boards can then just review a one-page report that shows whether discipline has improved or has slipped. Plus, make sure to highlight which operational contexts carry the biggest risk.

Caller Verification in the Supply Chain Context

There are many sources to the vulnerability of SCRM. Most of them are vendor data, third-party systems, and global logistics. But it’s important to understand that voice-based impersonation attacks sit at the intersection of operational flow and human response. Let’s explore why.

One missed verification call can reroute a shipment, update a payment account, or even enable unauthorized access. If you consider the implications of each of these, you will realize just how important verification is.

Recent regulatory guidance and articles emphasize that calls with hidden or blocked IDs are used by malicious individuals because they erode trust instantly. The FCC has spoken about spoofed IDs as a fraud vector. That external backdrop makes caller-verification failure not just a process issue, but a board-level risk metric.

Making It Live in Your Workflow

Clarity is all you need for practical implementation. You can just add a simple field into your workflow: “Caller Verified – Yes/No.” Then, you just need to make sure that for every request that involves money, access, or movement, this field must be completed.

Plus, you can also combine this with a brief post-action review for each “No” entry. You can capture what went wrong, what cues triggered the action, and how the call should have been verified. You can then feed this into training and vendor review.

Some leaders are concerned about whether this slows operations. Believe us when we say that this is not the biggest concern out there. If you want to make sure verification doesn’t cause hiccups, make sure to put in place pre-define verification steps. You also need to update your contact directory regularly.

If you think about it, nothing beats making sure fraud doesn’t happen and that your SCRM is not put at risk in any way. A little delay is a small price to pay in this context.

FAQs

What kind of requests should trigger caller verification?

Any request that alters money flow, changes credentials, requests access, or directs movement of goods or services.

Can we rely on caller ID to authenticate the caller?

No. Caller ID can be spoofed or blocked. Hidden or blocked IDs often raise concern and require verification via an independent channel.

Does reducing personal exposure to data brokers matter for verification risk?

Yes. Personal data feeds social engineers. Using a data removal tool for individuals limits the information attackers can use to impersonate someone you trust.

How do we prevent this KPI from becoming just another box-ticking exercise?

Keep it visible, coach after failure, apply real-life drills, and link every failure back to a discussion on process rather than blame.