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Today I received a phone call from a number I didn’t recognize. Like most of us do, I declined the call. Thirty seconds later, my phone chimed, indicating I had a new voicemail. While listening to the message, I let out an audible “ughhhhhhh” as it was an important call I had been waiting on. The frustration! 

Why should my frustration matter to you? Because I’m your customer, and I did not know you were a legitimate caller.

Situations like this are all too common and are why the Federal Communications Commission (FCC) implemented a set of protocols called STIR/SHAKEN.

 

Combating Fraudulent Calls with STIR/SHAKEN

Data shows Americans received 50.5 billion robocalls in 2021, with 3.6 billion received in December alone.

With the rise in robocalls over the years, consumer confidence and trust in unknown callers reached an all-time low. As a result, the FCC created the STIR/SHAKEN authentication framework that went into effect in June 2021. This makes it significantly harder for scammers to employ call spoofing to defraud consumers.

While this is excellent news, call centers conducting legitimate business can experience adverse outcomes, such as low(er) answer rates.

 

What is STIR/SHAKEN?

STIR/SHAKEN are two components of the fight against robocalls.

  • STIR creates a digital signature for a call that identifies the calling party and allows the carrier to verify the call, effectively weeding out the “bad” calls.
  • SHAKEN is the framework that phone carriers use to implement STIR.

 

The two components work to limit spoofing, the practice of disguising robocalls or spam calls as a call from a legitimate source. As a result, consumers only need to look at the caller ID to determine if the call is verified.

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