What is STIR/SHAKEN and how can it be helpful for businesses making legitimate high volume calls?
Apr. 24 2023

What is STIR/SHAKEN and how can it be helpful for businesses making legitimate high volume calls?

The importance of STIR/SHAKEN (Secure Telephone Identity Revisited/Signature-based Handling of Asserted Information Using toKENs) compliance has surged for businesses in the United States, with the Federal Communications Commission (FCC) requiring all telecommunications companies to implement the protocol by June 2021. STIR/SHAKEN is a framework designed to validate the authenticity of phone calls and thwart unauthorized spoofed calls. It functions by constructing digital signatures to verify the origin of the phone call and ensuring that it has not been tampered with during transmission.

Businesses that adopt STIR/SHAKEN compliance can reap a multitude of benefits, such as shielding their customers from fraudulent or spam calls that often misuse their brand names. STIR/SHAKEN compliance can also increase customer trust and loyalty by validating the legitimacy and security of the phone calls customers receive. Additionally, FCC regulations require businesses to comply with STIR/SHAKEN to prevent potential legal consequences.

In 2023, STIR/SHAKEN compliance will become even more pivotal for businesses since the FCC plans to demand that all voice service providers authenticate and verify all calls before reaching consumers. Any business failing to comply with STIR/SHAKEN regulations may face dire penalties and legal ramifications. Thus, businesses must take necessary actions to achieve STIR/SHAKEN compliance to ensure authentic and secure phone calls.

STIR/SHAKEN is a technology standard that permits telephone networks to authenticate incoming calls’ legitimacy. This technology proves valuable to contact centers as robocalls and spoofed calls continue to plague them. These calls can lead to reduced productivity, increased costs, and reduced customer satisfaction, creating significant disruptions for legitimate contact centers.

Through the implementation of STIR/SHAKEN, legitimate contact centers can validate incoming calls’ authenticity and differentiate them from fraudulent ones. STIR/SHAKEN enables agents to prioritize serving customers and improving their performance by reducing the number of robocalls and other spam calls. Additionally, STIR/SHAKEN protects the reputation of legitimate contact centers, ensuring that only genuine calls are accepted. This fosters trust with customers and stakeholders, ultimately leading to better business outcomes.