Lead generation call centers everywhere are noticing increasing difficulty with calls and texts going through to consumers. Spam likely and new regulations by the FCC are contributing to phone numbers getting flagged or blocked entirely. This is making it much more complex for lead gen centers to reach their target sales.
In this article, you’ll learn about the new call blocking feature STIR/SHAKEN and what you can do about it so that you can continue to drive sales within your business.
What is the New Call Blocking Feature
STIR/SHAKEN is the newest call blocking feature creating havoc across the lead gen call center industry. This network, known as Secure Telephone Identity Revisited/Signature-Based Handling of Asserted Information Using toKENs, was designed in 2019 with the sole purpose of blocking and flagging spoofed robocalls.
According to the Federal Communications Commission (FCC), “calls traveling through interconnected phone networks would have their caller ID signed as legitimated by originating carriers and validated by other carriers before reaching consumers. STIR/SHAKEN digitally validates the handoff of phone calls passing through the complex web of networks, allowing the phone company of the consumer receiving the call to verify that a call is in fact from the number displayed on the Caller ID.”
In September 2020, the FCC implemented the Congressional direction from the Pallone-Thune Telephone Robocall Abuse Criminal Enforcement and Deterrence Act (TRACED Act).
These FCC rules required providers to implement STIR/SHAKEN in the Internet Protocol as of June 30, 2021.
How Does STIR/SHAKEN Work? Attestation Features
STIR/SHAKEN works by using a feature known as attestation. The attestation process is at the center of STIR/SHAKEN because this is how each number is determined as being either spam or legitimate. There are three types of attestation categories a number is assigned:
Full Attestation (Full or A)
For a call to be assigned full attestation, it means the carrier originated the call, can verify an association with the number calling, and that it has a pre-existing relationship with the number.
Partial Attestation (Partial or B)
This level of attestation means the carrier knows the customer, but does not know the source of the number calling. In other words, the call/text might be spam.
Gateway Attestation (Gateway or C)
With gateway attestation, the carrier is unable to authenticate the call source. A number assigned this level of attestation will be flagged or blocked as spam.
Spam Risk: Additional Reasons Why Your Calls Are Getting Blocked and Flagged
In addition to the STIR/SHAKEN regulation, other potential causes of your calls and texts getting blocked and flagged can include:
- Customers Reporting Calls: More resources are available now than ever before for customers to report numbers, calls, and texts.
- Algorithms by Telco Carriers: New algorithms by various Telco Carriers is making it more likely for numbers to be blocked, leaving your auto-dialing approaches vulnerable.
- New Technology: New 3rd party apps are being created that specifically block numbers.
Call Blocking Solutions
There are several solutions to reduce the chances of your numbers being blocked, all of which involve your lead gen call center numbers becoming a legitimate caller.
Advance Your Strategies
With the new regulations in 2020 and 2021, it’s critical for your business to implement advanced dialing strategies that can keep up with the times. By using technology that focuses on skills-based routing, state licensing, dynamic distribution via tags, you’re able to easily create workflows and keep callers engaged.
Dial Smarter and Faster
Dialing options including click-to-call, progressive dialer, and predictive dialer can help you effectively reach consumers without getting flagged.
Analyze Call Patterns
Call patterns need to be monitored and strategic in order for your calls to not be labeled as spam likely. The answer is using an auto-dialing system that is advanced enough to do this.
Analyze Call Volume
Similarly to the above, you need to utilize an auto-dialing system that can strategically analyze call volume.
Spam Guru by Ricochet360
Spam Guru helps solve the issue of low connection rates and call blocking. This new one-of-a-kind feature will help call centers and sales teams bypass these protocols, and allow agents to reach more leads and convert them to customers.
One of the main components of Spam Guru is that customers can manage their outbound calling limit per number per day, and evenly distribute their dialing across their own pool of numbers. Which in turn, lessens the risk of their calling operation being flagged as spam likely or getting blocked numbers.
When numbers get flagged as spam, caller ID is also and connection rates are also compromised. Another key component to this feature is the ability to purchase new numbers as needed. Spam Guru automatically monitors the health of all owned phone numbers, and also allows for customers to easily purchase new, clean numbers as needed. Ricochet360’s robust API system validates if phone numbers have been flagged as spam or not.
Dial smarter, and dial with confidence. A level attestation with Ricochet360. For more information and for a quick and easy demo, please visit ricochet360.com/spam-guru.