STIR/SHAKEN Compliance

In the age of rampant robocalls and phone scams, trust in phone communications is paramount. For businesses using power dialers, understanding and implementing STIR/SHAKEN protocols is crucial. This comprehensive guide will answer key questions about STIR/SHAKEN and explain its importance for power dialer users.

What is STIR/SHAKEN Compliant?

STIR/SHAKEN compliance refers to adhering to a set of protocols designed to authenticate caller identities and combat caller ID spoofing. A system is STIR/SHAKEN compliant when it can:

1. Authenticate and verify the caller ID information for outgoing calls
2. Properly handle the attestation information for incoming calls
3. Meet the technical standards set by the Federal Communications Commission (FCC)

For power dialer users, being STIR/SHAKEN compliant means your outbound calls carry trusted caller ID information, increasing the likelihood of your calls being answered.

What is the Difference Between SHAKEN and STIR?

While often used together, SHAKEN and STIR are distinct components of the authentication framework:

• STIR (Secure Telephone Identity Revisited): This is the technical protocol that creates a digital signature to verify the caller's identity.
• SHAKEN (Signature-based Handling of Asserted Information Using toKENs): This is the framework for implementing STIR in IP networks, providing guidelines on how to handle the attestation and verification processes.

In simple terms, STIR is the "how" of call authentication, while SHAKEN is the "what" and "where" of its implementation.

What is Attestation in STIR/SHAKEN?

Attestation is a crucial concept in STIR/SHAKEN. It refers to the level of confidence a service provider has in the caller's right to use a specific phone number. There are three attestation levels:

1. A-level (Full Attestation): The provider fully verifies the caller and their right to use the number.
2. B-level (Partial Attestation): The provider verifies the customer but not their right to use the specific number.
3. C-level (Gateway Attestation): The provider can't verify the call source, common with international calls.

For power dialer users, aiming for A-level attestation is crucial as it provides the highest level of trust for your outbound calls.

How Do I Get a STIR/SHAKEN Certificate?

Obtaining a STIR/SHAKEN certificate involves several steps:

1. Choose a Compliant Provider: Ensure your power dialer service provider supports STIR/SHAKEN.
2. Register Your Business: Provide necessary information to your service provider to register your brand and calling campaigns.
3. Verify Your Identity: Go through any required identity verification processes set by your provider.
4. Use Authorized Numbers: Only use phone numbers that you're authorized to use for outbound calling.
5. Implement Technical Requirements: Work with your IT team or provider to implement the necessary technical aspects of STIR/SHAKEN.

Your service provider should guide you through this process, as they are responsible for obtaining and managing the certificates on behalf of their customers.

What Are the Benefits of STIR/SHAKEN?

For power dialer users, STIR/SHAKEN offers numerous benefits:

1. Increased Answer Rates: Verified calls are more likely to be answered, improving the efficiency of your outbound campaigns.
2. Enhanced Brand Reputation: Authenticated caller IDs build trust with your contacts, reinforcing your brand's credibility.
3. Reduced Likelihood of Blocking: STIR/SHAKEN-compliant calls are less likely to be flagged as spam or blocked by carriers.
4. Regulatory Compliance: Meet FCC requirements and avoid potential fines or penalties.
5. Improved Customer Experience: Customers are more likely to engage with calls they trust, leading to better communication outcomes.
6. Competitive Advantage: Early adopters of STIR/SHAKEN may see better performance metrics compared to non-compliant competitors.

Implementing STIR/SHAKEN for Power Dialer Users

To ensure your power dialer system is STIR/SHAKEN compliant:

1. Audit Your Current System: Assess your current calling practices and technology for compliance gaps.
2. Update Your Technology: Ensure your power dialer software is compatible with STIR/SHAKEN protocols.
3. Train Your Team: Educate your staff about STIR/SHAKEN and its importance in your outbound calling strategy.
4. Monitor Performance: Regularly check your call answer rates and attestation levels to ensure your compliance efforts are effective.
5. Stay Informed: Keep up with evolving regulations and best practices in call authentication.

STIR/SHAKEN and 10DLC: A Comprehensive Approach

While STIR/SHAKEN focuses on voice calls, it's important to understand its relationship with 10DLC (10-Digit Long Code) for SMS messaging. Power dialer users engaged in both voice and SMS campaigns should ensure compliance with both frameworks for comprehensive communication authentication.

Conclusion

STIR/SHAKEN compliance is not just a regulatory requirement; it's a powerful tool for power dialer users to enhance their outbound calling effectiveness. By implementing these protocols, you're investing in the long-term success of your communication strategy. Embrace STIR/SHAKEN to build trust, improve answer rates, and stay ahead in an increasingly regulated telecommunication landscape.

Remember, in the world of power dialing, it's not just about making calls – it's about making trusted connections. With STIR/SHAKEN, you're ensuring that your calls get through and are trusted by your recipients, paving the way for more successful communications.