Since the release of the STIR/SHAKEN framework, robocalls still persist but may have declined. However, with the implementation of SHAKEN tokens, the potential for additional telecom security is on the horizon.
Compliance Tips and News
Regulations and standards change for every industry. In the world of telecom, the FCC and FTC call the shots, and the TCPA is a solid guideline to follow. Therefore, keeping your business running means remaining within compliance with all the rules. Stay current with calling industry changes, and learn about some tools and tips that help you remain compliant.
Call compliance is essential to operating a successful call center. However compliance regulations can vary greatly depending on the industries you work with. These are some compliance regulations you should be aware of based on industry.
Telehealth is a booming industry, especially since the start of the pandemic. However the shift of technology to communicate with patients remotely has left some call centers and practices challenged more considerably than before.
With STIR/SHAKEN fully rolled out, carriers have made additional efforts to help overcome problems with robocallers. AT&T, Verizon and T-Mobile have all taken additional steps to protect consumers. However businesses may still see negative side effects.
STIR/SHAKEN has been in the works for well over 2 years now. While robocalls saw a dip during the height of the pandemic, they are coming back in full force. Soon carriers and service providers will have the framework needed to block unwanted robocalls.
Call centers have to abide by compliance regulations, however there are also some call standards managers should be up to date on. Following these standards can help minimize the risk of getting your phone numbers flagged or blocked.
As the FCC continues to push efforts to roll out STIR/SHAKEN, new tools are being rolled out. The Robocall Mitigation Database will be used to help mandate carriers which calls to allow and deny based on companies registered.
Outbound campaigns need proper planning in order to execute successfully. One often look aspect of campaign management should include phone number monitoring and management. Make sure your calls are being received by your customers when your agents are dialing.
Call authentication is slated to roll out to consumers soon. While the process is complicated and made up of a lot of moving parts, the three main areas of focus include subscriber vetting, phone number validaton and attestation levels.
Businesses are reporting more and more instances of flagged or blocked calls. However identifying the source, and resolving these issues is difficult. Part if this is due to fragmentation of data between carriers and call blocking apps.