September 27, 2023

Why It’s Important to Work With STIR/SHAKEN-Compliant Partners

STIR/SHAKEN regulations are now in effect in the telecommunications industry. These regulations were put in place by the U.S. government to combat illegitimate call practices that harm consumers. Compliance with these regulations is crucial for the success of your outbound dialing campaigns.

One key aspect of these regulations is attestation ratings. To ensure your calls receive the highest attestation rating and best call delivery, it’s important to work with STIR/SHAKEN-compliant partners. If your partners don’t meet the highest standards, your own operation may be flagged and labeled negatively, and you may face FCC penalties or service interruptions. These risks can lead to a loss of consumer trust.

Robocalls Still Pose a Problem

Despite efforts to curb illegal robocalls, they remain a major problem for consumers. In 2021 alone, companies placed 78.9 billion robocalls. While this number was slightly higher than in 2020, it was significantly lower than the 106.9 billion calls in 2019.

In the first half of 2021, Americans lost $29.7 billion to scam calls, with robocalls accounting for 60% of total scam calls, a significant increase from 2020. This data highlights the positive impact of STIR/SHAKEN legislation on the telecommunications industry, but non-compliance by some companies continues to contribute to the problem.

The Objectives of STIR/SHAKEN Compliance

STIR/SHAKEN legislation was created to verify the source of phone calls using a token system that “signs” calls, allowing their originating carriers to be identified and verified by other carriers. This process prevents scammers from successfully completing their calls. The authenticity of a call is determined by its attestation rating. Anything below an A attestation results in less favorable caller ID labels. Consumers are less likely to answer calls that are flagged as spam or scam. However, some bad actors still find ways to bypass this system.

The main aim of STIR/SHAKEN is to instill confidence in consumers. If recipients of your calls are unsure of the call’s origin, your outbound dialing campaigns are unlikely to be successful.

Benefits of Working With STIR/SHAKEN-Compliant Partners

In today’s dialing campaigns, working with STIR/SHAKEN-compliant partners is essential because major carriers require it. Businesses that work with STIR/SHAKEN-compliant companies can enjoy the following benefits:

Higher Attestation Rating

Attestation is a ranking system used by carriers and analytics engines to authenticate and verify the origin of a call. A higher attestation rating generally leads to greater call delivery success. The highest rating, an A, indicates that the call has been fully vetted and is from a known and legitimate caller. Consumers can confidently answer these calls.

Better Call Delivery

If calls are not properly vetted, your answer rates will suffer. Consumers are hesitant to answer calls that may be robocalls or spoofed calls.

Enhanced Business Reputation

When calls are delivered with accurate caller ID, consumers are more likely to trust your business. If your caller ID is inaccurate, consumers will associate your company with shady practices, leading to a loss of trust.

Industry Compliance

Meeting compliance regulations is crucial in outbound dialing. Adhering to the law not only protects your business from fines and penalties but also enhances consumer confidence in answering your calls.

The Importance of Secure Communication

Secure dialing prevents fraudsters from scamming consumers. The Federal Trade Commission (FTC) reports that consumers lost billions of dollars to scams in 2022, with scam calls contributing to this alarming figure. These illegal schemes not only harm consumers but also legitimate businesses. As more businesses adopt proper dialing standards, consumers will be less hesitant to answer unknown calls. This increased consumer confidence can lead to higher conversion rates and greater profits for your business.

Improving Your Dialing Reputation

There’s an old saying, “If you lie down with dogs, you will get up with fleas.” While this saying may be unfair to your beloved pet, it makes a valid point about the company you keep. If you associate with illegitimate companies, you’ll lose sales and tarnish your company’s reputation.

In this STIR/SHAKEN era, maintaining a healthy dialing reputation is crucial. Your company cannot thrive without compliance and working with compliant partners. When you partner with legitimate companies and follow ethical dialing procedures, you’ll gain stronger consumer trust. Without this trust, your outbound dialing campaigns will not succeed. Rebuilding lost trust can take years, and in some cases, a company’s reputation may be permanently damaged.

Remember, keeping your caller IDs accurate is also essential to your success. You can achieve this by implementing vigilant monitoring, number management, and remediation with carriers.

Maintaining STIR/SHAKEN Compliance

Ensuring your company is STIR/SHAKEN-compliant is a necessary and time-consuming task. However, all your efforts will be in vain if you work with non-compliant partners. Your outbound calls may lose their A attestation along the way and arrive at the consumer’s phone with a suspicious and incorrect label or flag.

In the industry, there’s no room for laxity regarding FCC regulations. Non-compliance can result in significant penalties and fines, and it can severely damage your company’s reputation. Make sure your partners adhere to the highest standards and consistently monitor your own compliance. Continual vigilance is the key to success in the era of STIR/SHAKEN.