What is STIR/SHAKEN?
The STIR/SHAKEN framework is a caller ID authentication system designed to combat spoofed robocalls and enhance trust in voice communications. Enforced by the Federal Communications Commission (FCC), this framework requires all voice service providers to implement STIR/SHAKEN in their IP networks by June 30, 2021. The system works by digitally signing caller ID information at the origin and validating it at each handoff point, ensuring that the displayed caller ID is legitimate.
Why is STIR/SHAKEN Important for Businesses?
For businesses, STIR/SHAKEN is not just a regulatory requirement but a strategic tool to improve call centre operations, reduce fraudulent interactions, and enhance customer trust. By verifying caller identities, businesses can better filter legitimate calls, improve call handling efficiency, and comply with regulatory standards.
How Does STIR/SHAKEN Work?
STIR/SHAKEN operates through a two-step process: Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using Tokens (SHAKEN). STIR involves digitally signing caller ID information at the origin, while SHAKEN validates this information at each handoff point in the call routing process. This ensures that the displayed caller ID is legitimate and not spoofed.
FCC Compliance and Reporting Requirements
The FCC has expanded STIR/SHAKEN obligations to include gateway and intermediate providers, ensuring broader adoption. Additionally, providers must report their robocall mitigation efforts to the FCC’s Robocall Mitigation Database. Non-compliance may result in regulatory penalties.
Benefits of STIR/SHAKEN for Contact Centres and Sales Teams
For contact centres and sales teams, STIR/SHAKEN integration with diallers and cloud telephony systems can help distinguish between authenticated and unauthenticated calls, improving call routing and reducing wasted time on fraudulent calls.
How Businesses Can Leverage STIR/SHAKEN
Businesses should proactively assess their telephony infrastructure to ensure compliance and leverage STIR/SHAKEN to enhance operational efficiency and security. This includes integrating STIR/SHAKEN with existing diallers and cloud telephony systems to improve call handling efficiency and reduce fraudulent interactions.
Conclusion
STIR/SHAKEN is a critical framework for businesses looking to combat spoofed robocalls and enhance call centre security. By understanding and implementing STIR/SHAKEN, businesses can improve call handling efficiency, reduce fraudulent interactions, and enhance customer trust. Proactively assessing telephony infrastructure and integrating STIR/SHAKEN with existing systems can help businesses stay compliant and leverage this technology to their advantage.
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 |
Internal link suggestion: contact centre and calling guides
