Vishing & Callback Operations: Voice-Based Social Engineering Simulation

PTEF-Aligned:Profile → Tailor → Simulate → Evaluate → Evolve

Threat Narrative

Voice-based social engineering exploits urgency, authority, and human trust. Attackers call targets pretending to be a trusted business function (IT support, finance, procurement, HR, or a vendor) to trigger unsafe actions—credential resets, MFA fatigue, invoice/payment changes, or disclosure of internal information. Cyberorca runs controlled vishing simulations under written client authorization to validate verification discipline, callback procedures, and reporting behavior—so real attackers can't use the phone channel to bypass email and endpoint defenses.

How Cyberorca Runs This Service

Governance applies across all phases.

1

Profile & Scope

Scope, Approval & "Do-Not-Ask" Rules — Define approved target groups, call windows, escalation paths, and strict boundaries. Establish prohibited requests (passwords, OTPs, banking info, national IDs, or other regulated data).

2

Tailor Scenarios & Controls

Scenario Design (Process-Focused, Non-Coercive) — Build realistic call scripts aligned to internal workflows designed to test verification and escalation, not to trick people into harmful actions.

3

Simulate (Controlled Execution)

Controlled Call Execution (Operator or Automated) — Conduct calls using approved caller IDs/lines where possible, with live supervision and a kill switch. Follow agreed playbooks and stop conditions if distress or operational impact appears.

4

Evaluate (Telemetry & Reporting)

Safe Telemetry & Workflow Findings — Measure verification compliance, disclosure category, escalation/report actions, and time-to-report using minimal data. Call recording is optional and only used if explicitly approved; otherwise store non-content metadata and operator notes.

5

Evolve (Remediation & Hardening)

Remediation, TPRM Alignment & Playbooks — Convert findings into controls: out-of-band verification for payment/vendor changes, strengthened remote-access approvals, and inputs to TPRM scoring and contract security requirements.

Metrics & Outcomes

Verification Protocol Compliance (did the target follow callback/verification steps?)
Disclosure Category Rate (non-sensitive vs sensitive info shared)
Escalation/Report Rate (who reported and via which channel)
Median Time-to-Report (minutes)
Stop-Condition Success (did the user terminate the call appropriately?)
Repeat Exposure Rate (behavior improvement across waves)
Process Gaps Identified (workflows needing hardening)
Note: Outcomes vary based on baseline processes, training, and reporting UX maturity.

Governance & Ethics

  • •Written Authorization & Call Scope: approved recipients, time windows, and documented scripts/playbooks
  • •Strict Boundaries ("Do-Not-Ask"): no passwords/OTPs, no banking data, no national IDs, no coercion or threats
  • •No Real-Entity Impersonation: simulations do not impersonate real external organizations or authorities; scenarios are role-based and client-approved
  • •Recording Policy: recording only if explicitly approved; retention and access controls defined; otherwise minimal metadata + operator notes
  • •Data Minimization & Retention: minimal telemetry; RBAC; audit trails; defined retention period
  • •Safety Controls: kill switch, live supervision, stop conditions, and post-campaign debriefs

Engagement Model

Phase 1 — Internal Vendor-Trust Simulation: quarterly or bi-annual campaigns + workflow risk report + prioritized controls. Phase 2 — Strategic Vendor Validation (Optional, Tri-Party): selected strategic vendors participate under tri-party agreements; outputs feed into TPRM scoring and contract requirements. Program Integration: results integrated into SOC playbooks, finance/procurement procedures, and executive reporting.