STIR/SHAKEN & Call Blocking - What lead gen call centers need to know July 22, 2020 - Convoso
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STIR/SHAKEN &
Call Blocking
What lead gen call centers
need to know
July 22, 2020 2
Panelists
Michele Shuster Ryan Thurman Nima Hakimi
Founding Partner Director of Sales CEO &
& Marketing Co-Founder
3
Disclaimer
The materials in this presentation are provided for informational
purposes only and do not constitute legal advice. Transmission of
the information is not intended to create, and the receipt thereof
does not constitute, an attorney-client relationship. Every
situation is different, and you should not act or rely on any
information contained in this presentation without first seeking
the advice of an attorney.
4
Today’s Topics
STIR/SHAKEN CALL BLOCKING
⬝ What is it? ⬝ The current reality
⬝ Timeline ⬝ What’s a compliant-minded
call center to do?
⬝ Benefits / Limitations
⬝ What You Can Do
5
Polling Our Audience
1. Do you have a strategy for 2. What issues are you having
maintaining caller ID with your current dialer? (check
all that apply)
reputation?
a. Yes, got it covered a. Caller ID flagging/reputation
b. Sort of b. Low contact rate
c. No but it’s in the works c. Dropped calls
d. Not really d. Long wait times
e. Too many outages
6
STIR/SHAKEN
7WHAT IS STIR/SHAKEN?
A call authentication framework that only works on IP-based networks.
Secure Telephone ● Originating carrier “signs” a call with
Identity Revisited an attestation rating
Signature-Based ● Terminating carrier decrypts and
Handling of Asserted verifies signature
Information Using
● Terminating carrier decisions the call
toKENs
using signature as an input
8ATTESTATION RATINGS
A B C
GATEWAY
FULL PARTIAL
ATTESTATION ATTESTATION ATTESTATION
Carrier has confidence Carrier has confidence Carrier cannot certify the
in identity of caller and in identity of caller but identity of caller or their
caller’s right to use the not caller’s right to use right to use caller ID
caller ID information the caller ID information presented.
presented information presented Carrier merely acted as a
gateway to place call on
network
9TIMELINE
2019 2020 March 31, 2020 June 30, 2021
Deployment Major carriers deploy, FCC gives Further Notice of TRACED Act requires
begins certificates are issued, Proposed Rulemaking. deployment. Smaller
inter-network traffic Originating and terminating and rural carriers may
network starts to be carriers must deploy. Unclear get an extension
signed what role intermediaries will
be required to play
10STIR/SHAKEN IS
NOT CALL BLOCKING
● Attestation rating used by carrier’s analytics partner as an input into
blocking algorithm
● Algorithms take into account hundreds of variables, including
complaints, calling patterns, and call durations
● “A” rated calls likely to be treated favorably, “B” and “C” suspiciously
● Weight put on attestation ratings anticipated to increase over time
11BENEFITS & LIMITATIONS
Legality Traceback IP-Based Caller IDs
Does not indicate Facilitates traceback of Only works for IP-based “B” ratings are more
whether a call is calls. Helps prevent networks and likely if using caller ID
legal versus illegal, or illegal calls because equipment. Legacy values obtained from
wanted versus C-level attestation is equipment like TDM is Carrier A when placing
unwanted. Only likely treated as suspect, not covered. This may calls using Carrier B.
provides an and with A or B level, it is particularly affect rural Technical solutions are
attestation rating easier to identify the areas in development
caller for prosecution
12WHAT YOU CAN DO
1 2 3
INVENTORY YOUR READY YOUR CONTACT YOUR
TELEPHONE #S EQUIPMENT CARRIERS
Inventory the Make sure your call Contact your carrier(s)
telephone numbers equipment is and find out how
you use for outbound STIR/SHAKEN ready their STIR/SHAKEN
calling, the providing implementation is
carrier, and to whom progressing, and how
the number was you can make sure to
assigned get an “A”
13WHAT
WHATYOU CANDO
YOU CAN DO
4 5 6
VALIDATE YOUR SIGNING CONTACT THE
CALLING #S AUTHORITY FCC
Work with a service to Use an enterprise Push the FCC to
validate your calling caller that has signing pressure STI-GA to
numbers with authority and will sign allow enterprises to
multiple carriers and your calls with an ”A” sign calls
their analytics
partners
14CALL BLOCKING
15Current Reality
● Call Deliverability is at an all time low
● App companies are driving bad crowd-sourced data
● All types of calls are affected (not just dialers)
● Affects nearly every industry
● Until recently, no solution for legitimate call tracking
Robokiller
call
example
16Solutions
● Monitoring Caller ID Reputation Management
● White Listing and Number Registration
● Who do you trust?
17Solutions (cont’d)
● Avoid getting blocked in the first place
Talk to your dialer
○ Effective call cadence strategies provider who
should be able to
○ Don’t rely on just calling! share best
■ Use automated omnichannel practices on
managing your
● Caller ID Reputation Management dialer and caller
ID reputation
○ Be sure you’re getting clean caller IDs
○ Have a strategy for assigning caller IDs and
factoring in call volume
18WRAPPING UP
and
Q&A
19Accessing Today’s &
Future Webinars
● As mentioned before, you will all be receiving an email
with the presentation and recording from today
● You can access our past webinars on compliance and
other topics at the Convoso blog
● Follow us on LinkedIn to receive notice of our future
webinars
20A Special Offer for
Webinar Attendees
Take the Convoso Challenge with our omnichannel
contact center software:
● For call center with 20+agents
● Do a 1-2 week trial of our dialer software
● We are confident that we’ll increase your
contact rate and/or your conversion rate by 30%
or more
● If not, we’ll pay you $1000
Contact us to learn more 21Q&AQ & A
Michele Shuster Ryan Thurman Nima Hakimi
Partner, CIPP/US, CECP Dir. of Sales & Marketing CEO & Co-Founder
Mac Murray & Shuster Contact Center Compliance Convoso
www.mslawgroup.com www.dnc.com NimaH@convoso.com
mshuster@mslawgroup.com ryan@dnc.com sales@convoso.com
614-939-9955 707-303-4844 www.convoso.com
(888) 456-5454
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