Caller ID spoofing is one of the primary tools scammers use. However other types of phone fraud are utilized for different illicit means. The VINES working group aims to mitigate other forms of phone and caller ID fraud outside of the scope of the SHAKEN/STIR framework.
Every call center should be aware of compliance laws. While the TCPA and DNC are known by almost everyone, there are industry and regional specific compliance regulations that could affect your business. Here are some of the major call compliance laws you should know about.
"Vishing", or voice phishing, are scams conducted via telephone to try to defraud consumers. Typically these employ caller ID spoofing or SMS spoofing to try to appear legitimate. While legislation to stop robocalls has been passed, this hasn't stopped the millions of scam calls annually.
Blended call centers provide opportunities to improve the customers' experience. Automated call routing and skill based routing ensures customers reach agents with the appropriate skill level to resolve issues. Outbound calls also benefit agents from enhanced data forecasting.
Robocalls continue to be a nuisance despite increased legislation. As a result, players in the telecom industry are developing technology that can block spoofed calls before they connect to the end user. The key to this technology is by authenticating the call origination of a phone call.