In a world filled with ringing phones and endless customer service calls, contact centers are feeling the effects of the mysterious STIR/SHAKEN. What is this elusive duo, you may ask? Well, it’s a game-changing authentication framework that has the power to either boost or block answer rates in contact centers. Using the proper level of Attestation – Full, Partial, and Gateway – this technological phenomenon is shaking up the industry like never before. In this blog post, we will dive deep into the STIR/SHAKEN effect and its influence on contact center operations. So, get ready to uncover the secrets behind blocked calls, compliance, and the key to achieving full attestation. It’s time to decode the impact of STIR/SHAKEN and unlock the secrets to boosting answer rates.
Decoding STIR/SHAKEN: Understanding its Impact on Contact Center Answer Rates
STIR/SHAKEN is essentially a set of technical standards and protocols designed to combat illegal robocalls and caller ID spoofing ─ two major culprits behind dwindling answer rates in contact centers. STIR (Secure Telephony Identity Revisited) and SHAKEN (Signature-based Handling of Asserted information using toKENs) work hand in hand to validate the identity of the caller, offering a significant layer of protection to recipients. For contact centers, the introduction of STIR/SHAKEN means the burden of proof now lies with them, having to demonstrate legitimacy to ensure their calls are not blocked or labeled as spam.
At the heart of STIR/SHAKEN’s impact on answer rates lies the concept of attestation. Attestation levels provide a metric for trust, indicating the level of validation a telephone service provider has on the caller’s right to use a particular phone number. STIR/SHAKEN defines three levels of attestation – Full (A), Partial (B), and Gateway (C), with Full Attestation assuring the highest level of confidence in the caller’s identity. Contact centers with a higher level of attestation are more likely to have their calls answered, thus making attestation a key factor in boosting answer rates.
However, achieving full attestation can challenge contact centers as it necessitates comprehensive documentation and rigorous authentication processes. It demands contact centers to re-evaluate their operations, implement caller ID authentication protocols, and establish strong partnerships with telephone service providers. These newfound responsibilities, though may seem daunting, are the opportunity to enhanced credibility, improved answer rates, and ultimately, superior customer engagement.
The Rise and Fall of Answer Rates in Contact Centers: The Influence of STIR/SHAKEN Implementation
The implementation of STIR/SHAKEN has triggered a significant shift in answer rates for contact centers. Prior to its adoption, contact centers experienced a substantial surge in answer rates due to the absence of reliable means to authenticate calls. However, with the rise of robocalls and spam, customers began to lose trust in unrecognized numbers, leading to a decline in answer rates.
In response, the STIR/SHAKEN framework was implemented. It was designed to restore customer confidence by authenticating caller IDs and thus, preventing spam and fraudulent calls. When a call is fully attested under STIR/SHAKEN, it signals to the recipient that the caller’s identity has been verified, which increases the likelihood of the call being answered.
On the flip side, calls that fail attestation or are only partially attested may see a drop in answer rates. This is because these calls could potentially be flagged as spam, leading customers to ignore them. In essence, the rise and fall of answer rates in contact centers are now significantly influenced by the level of attestation provided by STIR/SHAKEN. This highlights the importance for contact centers to ensure full attestation to maintain high answer rates.
Achieve High Answer Rates with Full Attestation: Take Action Today
STIR/SHAKEN has revolutionized the contact center industry by introducing a level of authenticity and trust that was previously missing. It arms consumers with the confidence to answer calls from unknown numbers, knowing that the caller’s identity has been verified. As a contact center, achieving full attestation is no longer a bonus but a necessity to maintain a high answer rate and keep your operation running smoothly.
Navigating the intricacies of STIR/SHAKEN and achieving full attestation may seem challenging but remember, you don’t have to do it alone. Our team at Smart Carrier is here to guide you every step of the way. We’re equipped with the knowledge and resources to help you understand and implement the necessary protocols to fully benefit from STIR/SHAKEN.
Don’t wait for your answer rates to decline. Propel your contact center to new heights of credibility and trust today. Reach out to us for expert guidance and support. Contact us today and let us help you unlock the full potential of STIR/SHAKEN. Don’t just adapt to the change, conquer it, with Smart Carrier.
