In: Telemarketing News

Call centers have been rocked by recent federal regulations. These laws have changed the game for many legitimate businesses as well as for robocallers and scammers. Implementing STIR/SHAKEN compliance has been a main focus of call centers making outbound calls.

While fulfilling these legal obligations may seem daunting, you can find advanced technology that will help. The right software solution companies, such as Twilio, can ensure your business is abiding by call compliance regulations while reducing the stress on your management team. It’s an invaluable tool for your call compliance efforts.

What Is Twilio?

Twilio is a cloud communications platform used by many call centers. As one of the leaders in the industry, Twilio is relied on by many contact centers for its flexible APIs that work for any channel as well as its global infrastructure and built-in intelligence. In short, many in the industry rely on the company to connect them to consumers. 

Twilio has become even more of a powerhouse recently. As of July 22, 2021, the company has achieved full STIR/SHAKEN compliance, a true landmark in the industry. This achievement means that Twilio technology can alleviate many call center concerns.

The STIR/SHAKEN program is able to verify when a caller has the right to use a phone number and also if the caller is known by the origination party. When call centers follow STIR/SHAKEN protocols, it ensures that their phone calls are wanted by the recipients.

Companies that do not or cannot follow these protocols risk having their calls labeled as spam or scam. Failure to achieve full call compliance can taint your company’s reputation and incur steep federal fines. 

Trusted Calling With Twilio

Not surprisingly, many contact centers believe that the software they use is designed to be fully compliant with STIR/SHAKEN. Sadly, that assumption is often not true. When you use Twilio, however, you can be assured that you have taken the necessary steps to protect your company. In today’s world. failure to follow STIR/SHAKEN will cost your company money, drive away clients, and harm your business’ reputation. 

Using Twilio enhances your call authentication efforts, which are necessary for modern dialing campaigns. Without proper authentication, carriers and consumers cannot detect robocallers and spoofers who harm your legitimate efforts.  The authentication process bridges the trust gap between your consumers and your business’ reputation.

Importance of Being STIR/SHAKEN Compliant

STIR/SHAKEN compliance is an absolute necessity today if you plan to stay in business. Consumers will not accept your calls unless you take proper call compliance measures. On the other hand, if your calls are verified, your consumers are more likely to answer them and do business with you.

You may not be a fan of the legislation for various reasons, but your company’s financial health depends on following it. Being compliant with STIR/SHAKEN helps you the following 4 ways.

1. Increase Answer Rates

Being STIR/SHAKEN compliant means your calls are properly authenticated. When consumers see that your call does not have a negative caller ID display, they are more likely to pick up the call and not let it go to voicemail. A positive caller ID also helps prevent recipients from blocking your calls permanently and protects you from low attestation ratings.   

2. Combat Robocallers

Robocallers have been a bane for consumers for decades. They are disruptive and often infuriating for people who naturally resent illegitimate callers. To make matters worse, many robocallers turn to spoofing, the method of hijacking numbers that look trustworthy and local to entice consumers to answer. 

Proper call compliance measures make call spoofing on your business numbers more difficult. While your due diligence improves your business reputation, it also helps clean up the dialing ecosystem by making robocalls more difficult to complete. Your full call compliance helps your company and the industry as a whole. And it is also a boon for the general public. 

3. Improve Business Reputation

Your business reputation is key to your success. You cannot afford to be labeled potential spam or scam. Sadly, consumers have erroneously flagged or blocked calls from legitimate businesses in recent years. Your company can minimize the risk of being wrongfully labeled by monitoring your phone numbers for flags on a regular basis and by using sophisticated software like Twilio to help keep you compliant.

Ensuring your calls connect to potential customers is a top priority. You must retain your current customer base and work to acquire new clients by making these connections. STIR/SHAKEN compliance is essential to this effort.

4. Work With Trusted Partners

When your business conducts outbound call campaigns, it is essential to ensure your efforts and those of your partners are up to call compliance standards. Remember to ensure you are buying your numbers from reliable sources and that your dialing architecture abides by the rules. By being diligent in this area, you can reinforce your business reputation by making STIR/SHAKEN-compliant calls.

Twilio is a trusted partner to many in the call center industry. Now that it’s become completely STIR/SHAKEN compliant, using Twilio provides you with even more protection from caller ID issues and routine blocking by consumers. 

Importance of Achieving Full Call Compliance

The effects of STIR/SHAKEN are felt throughout the call center industry. And these effects have been both positive and negative for legitimate outbound calling campaigns. Companies have been trying to adjust their procedures and safeguards to stay in compliance with this legislation. However, consumers and carriers are still wrongly labeling some as spam or scam.

You can protect your business by monitoring your calling numbers, keeping your dialing architecture in compliance with the law, and partnering with compliant partners such as Twilio.

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