What do you do when your phone rings with an unknown number on your caller ID? Could it be the Neweegan Prince calling with instructions to claim your riches from a distant relative, or is it a legitimate call you’ve been expecting? Your customers go through the same ‘do I answer it or not’ routine just like you.
The Newweegan Princes and his squad of Dukes and Earl fraudsters have created significant challenges for consumers and businesses alike. Spam and fraudulent calls have driven great distrust among consumers — so much so that people don’t answer their phones anymore unless they know the person on the other end.
STIR/SHAKEN helps consumers feel more confident about answering their phones.
Ouch, That Hurts
Outbound phone calls are essential to connect business and customer communications. While there is an increase in adoption in other communication channels, the phone is crucial to customer service and high-priority communication.
When businesses can’t connect with their customers with the information they want or need to receive, it hurts both customers and companies:
- Customers become dissatisfied because they aren’t receiving the information that they need.
- Businesses aren’t able to accomplish or meet their goals.
- Businesses experience a decline in their customer base.
Conclusion: there’s a severe impact on productivity because calling the customer again increases operational costs.
The challenge is that there is a good chance your customers do not know who you are.
How do you solve that challenge?
Show Them You Are A Legitimate Caller
It’s as simple as telling customers who you are. Think about it; you don’t answer calls to numbers unfamiliar to you; however, you will when you know who is on the other end.
How do you tell them? But, first, let’s talk about the TRACED ACT briefly.
Legitimizing Your Call
With scams and illegitimate calls at an all-time high, along comes the TRACED Act. To simplify, the TRACED Act requires voice service providers to implement the STIR/SHAKEN authentication framework on all IP networks. The deadline to start signing calls was June 30th, 2021. The deadline for blocking unsigned calls is this coming September 2021.
This new framework requires authorized SHAKEN service providers (telephone companies) to digitally “sign” their customers’ calls.
This signature (or attestation) is an acknowledgment that they know who their customers are. The good news is that regulators will have easy access to identifying the origin of any call as the SHAKEN digital signature will provide the required information.
Any carrier, who fails to identify who their customer is, would be subject to losing their ability to sign future calls.
How Trustworthy Are Your Calls?
With the STIR/SHAKEN authentication framework, outbound phone calls receive a designation (level) of trustworthiness based on the following criteria:
- Full Attestation (A) — The carrier has confidence in the caller’s identity and callers’ right to use the caller ID information presented.
- Partial Attestation (B) — The carrier has confidence in the caller’s identity but not the callers’ right to use caller ID information presented.
- Gateway Attestation (C) — The carrier knows nothing about the call and will likely block it.
Calls not signed with Full attestation (A) will experience problems with customers answering their phones.
Give Me an A (for Full Attestation)
Quality Voice & Data is an authorized STIR/SHAKEN provider. We will digitally sign and deliver your calls with full attestation, guaranteed.
We will tokenize (digitally sign) your calls and ensure that they go through as “verified” or with a green checkmark so your customers will start answering your calls again.
We have the tools to help you maximize answer rates, protect your reputation, and successfully execute outbound calling campaigns.
Ready to give your customers a reason to answer their phones? Give us a call to learn why our customers see an average increase of 48% in their answer rates.
Founded in 2010, Quality Voice & Data, Inc. offers nationally secure and reliable cloud-based telecom switching and VoIP services. Our Trusted Call Completion® service is known for maximizing our customer’s answer rates and protecting their reputation. This includes local Caller ID numbers, IVR, PBX, SMS & MMS messaging, Conference Calling, Compliance Phone, Monitoring & Remediation services, and SIP trunking with Shaken Attestation. Visit us at www.qualityvoicedata.com