STIR/SHAKEN is a caller ID authentication framework designed to combat spoofed robocalls and enhance trust in caller ID information. The framework, consisting of STIR (Secure Telephone Identity Revisited) and SHAKEN (Signature-based Handling of Asserted Information Using toKENs), digitally validates caller ID information as calls traverse IP networks. This ensures that the displayed caller ID is legitimate, reducing the effectiveness of fraudulent spoofing tactics used by scammers.
The FCC mandated STIR/SHAKEN implementation by June 30, 2021, for all voice service providers, with compliance deadlines set to ensure widespread adoption. By authenticating caller ID, businesses can improve call centre operations, reduce fraud risks, and enhance customer trust. For contact centres and sales teams, this technology helps identify legitimate calls, improving response rates and operational efficiency. Additionally, STIR/SHAKEN supports regulatory efforts to mitigate illegal robocalls, aligning with broader telecom compliance requirements.
How STIR/SHAKEN Works
STIR/SHAKEN operates through a series of steps to authenticate caller ID information:
- STIR: Secure Telephone Identity Revisited involves the creation of a digital certificate for each telephone number. This certificate is issued by a trusted third party and contains information about the number's owner and the service provider.
- SHAKEN: Signature-based Handling of Asserted Information Using toKENs involves the verification of the digital certificate as the call traverses the IP network. The SHAKEN process ensures that the caller ID information is legitimate and has not been tampered with.
Authenticated caller ID reduces the effectiveness of spoofed robocalls by 90% or more, according to industry reports. This technology is operational only in IP networks, requiring non-IP providers to upgrade or develop alternative solutions.
Why STIR/SHAKEN Matters for Businesses
STIR/SHAKEN is crucial for businesses for several reasons:
- Fraud Prevention: Authenticating caller ID helps businesses identify and filter out spoofed robocalls, reducing the risk of fraud and scams.
- Enhanced Customer Trust: Legitimate caller ID information builds trust with customers, ensuring that they can verify the identity of the caller before answering.
- Improved Call Centre Operations: By identifying legitimate calls, businesses can improve response rates and operational efficiency, leading to better customer service.
- Regulatory Compliance: STIR/SHAKEN compliance is mandatory for all voice service providers, helping businesses stay on the right side of the law and avoid penalties.
Implementing STIR/SHAKEN for Businesses
Businesses can leverage STIR/SHAKEN to enhance call centre efficiency, reduce fraud risks, and improve customer communications while staying compliant with regulatory requirements. Here are some steps to consider:
- Assess Your Current Setup: Evaluate your current telephony and call centre operations to understand how STIR/SHAKEN can integrate with your existing systems.
- Partner with a Reliable Provider: Work with a trusted telecom provider that supports STIR/SHAKEN and can help you implement the technology.
- Train Your Team: Ensure that your call centre agents and sales teams are aware of the benefits of STIR/SHAKEN and understand how to use the authenticated caller ID information.
- Monitor and Optimize: Continuously monitor the performance of STIR/SHAKEN and optimize your call centre operations based on the insights gained.
Conclusion
STIR/SHAKEN is a powerful tool for businesses looking to combat spoofed robocalls and enhance caller ID authentication. By understanding how STIR/SHAKEN works and its importance for call centre operations, businesses can leverage this technology to improve fraud prevention, customer trust, and regulatory compliance.
Reviewing your contact-centre or telephony setup? Talk to our team to explore the options that fit your operational requirements.
| Factor | What to consider | Why it matters |
|---|---|---|
| Calling method | Predictive, power, or manual dialling | Affects agent productivity and call volume |
| Integration | CRM and workflow compatibility | Reduces duplicate data entry and improves visibility |
| Analytics | Call reporting, recordings, and performance data | Helps teams measure and improve results |
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