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STIR/SHAKEN Experts Present What Call Centers Need to Know to BPESA

By Dean Garfinkel
· 2 min read

STIR/SHAKEN Experts Present What Call Centers Need to Know to BPESA

Quality Voice & Data, Inc. (QVD) announced that its webinar recording, "What Call Centers Need to Know About STIR/SHAKEN," presented to BPESA members alongside Mac Murray & Shuster, is now available to the public.

STIR/SHAKEN is a technical standard for transmitting calls from telephone carriers to consumers, aimed at restoring trust in voice communications by preventing fraudulent callers from scamming consumers through robocalls and illegal number spoofing. By no later than July 2021, telephone carriers and voice service providers must digitally sign each call with a token confirming they know their customer and that the customer is authorized to use the number — though many carriers had already begun signing calls ahead of the deadline. STIR governs what happens on the consumer side: based on the signature received, a call either goes through or gets blocked.

The FCC has also granted safe harbor to telephone companies that block a call they believe their customers wouldn't want to receive, and carriers exchanging tokens are already using SHAKEN data to help decide whether to block or complete calls. Under the framework, every outbound number is assigned a trustworthiness level:

  • Full Attestation (A): the carrier is confident in the caller's identity and their right to use the presented Caller ID.
  • Partial Attestation (B): the carrier is confident in identity but not in the right to use the presented Caller ID.
  • Gateway Attestation (C): the carrier can't certify identity or authorization at all — it simply passed the call onto its network.

Quality Voice & Data's President and Michele Shuster, Managing Partner at Mac Murray & Shuster, facilitated the webinar. "Call centers need to understand that outbound calls placed without being digitally signed with the highest level of attestation are at risk for not getting through to your customers. The authentication process is simple — it's not worth the risk to businesses to ignore the SHAKEN standards. Contact rates will continue to decline without the highest level of attestation," said QVD's President.

Shuster added: "Call centers need to contact their carrier(s) now and ask how their STIR/SHAKEN implementation is progressing. Call centers must understand how to get the A-level attestation to help ensure calls will get through to consumers so the business can continue as usual."

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