Call Center STIR/SHAKEN: How Verified Calls Can Improve Trust and Performance

For a call center, completing the call is only half the job. The other half is convincing the customer to comply. In an environment marked by spam, scams, and unknown numbers, trust has come to directly influence the efficiency of outbound operations.

That's why STIR/SHAKEN and Verified Origin are becoming strategic topics for contact centers, billing operations, sales, appointment confirmation, and active service.

The Unknown Number Problem

When a customer receives a call without context, they need to decide within seconds if it's worth answering. If that number is not saved and does not present any reliable information, the tendency is to ignore it.

For an operation with thousands of calls per day, small changes in the answer rate can have a significant impact on productivity and cost per contact.

How verified calling improves the experience

With an architecture compatible with STIR/SHAKEN and RCD, the connection can be accompanied by elements that make the interaction more transparent. Depending on device compatibility, network, and deployment, the recipient can view information such as company name, brand, reason for call, and validated source indication.

This information reduces uncertainty. The user stops evaluating just a number and starts evaluating an identity.

Use cases for contact centers

Billing and financial negotiation

Confirmation of appointments and exams

Cadastral update

Sales and relationship

Order confirmation and deliveries

Technical Support

Satisfaction surveys

Communication from financial institutions and insurance companies

STIR/SHAKEN is not a substitute for good dialing practices

Authentication is not a license to make excessive or irrelevant calls. An operation will continue to need to take care of the contact base, consent, schedules, frequency, reputation, and quality of service.

Technology works best when it's part of a responsible communication strategy. The authenticated call must reach the right customer, at the right time, and with a clear reason for existing.

The competitive advantage for companies that adopt early

As consumers become accustomed to distinguishing between identified and authenticated calls, businesses that continue to call only an unknown number may appear less trustworthy. Early adoption helps prepare the operation for a new market expectation.

Voicecorp for voice operations at scale

Voicecorp operates with corporate telephony, SIP, cloud PBX, 0800 and communication solutions for companies. Integrating STIR/SHAKEN into the voice strategy extends this positioning: in addition to carrying the call, Voicecorp works to add identity and trust to the communication.

STIR/SHAKEN FOR CALL CENTER AND OUTBOUND OPERATIONSFale with Voicecorp0800 102 4141 • voicecorp.com.br

References

Anatel - Authentication and Caller ID

ABR Telecom - Identification and Authentication Authority