How STIR/SHAKEN Helps Get Customers to Answer Your Calls
What do you do when your phone rings with an unknown number? Your customers go through the same "do I answer it or not" routine you do. Spam and fraudulent calls have driven so much distrust that people simply stop answering calls unless they already know who's on the other end — and that hurts both sides of the conversation.
When businesses can't connect with customers who want or need the information they're calling about, customers stay dissatisfied, businesses miss their goals, and the customer base shrinks — all while the cost of calling again and again eats into operational efficiency. The core challenge is simple: your customers probably don't know who you are yet.
Legitimizing the call
The TRACED Act requires voice service providers to implement the STIR/SHAKEN authentication framework on all IP networks — carriers were required to start signing calls by June 30, 2021, with blocking of unsigned calls following that September. The framework requires authorized SHAKEN providers to digitally "sign" customer calls, an acknowledgment that they know who their customers are, giving regulators an easy way to trace any call's origin and putting non-compliant carriers at risk of losing their ability to sign calls at all.
How trustworthy are your calls?
Every outbound call receives a trust designation: Full Attestation (A) means the carrier is confident in both the caller's identity and their right to use the presented Caller ID; Partial Attestation (B) means identity is confirmed but authorization isn't; Gateway Attestation (C) means the carrier knows nothing about the call and will likely block it. Calls without full attestation run into real trouble getting answered.
Quality Voice & Data is an authorized STIR/SHAKEN provider that digitally signs and delivers calls with full attestation, guaranteed — tokenized so they go through as verified, with a green checkmark, so customers start answering again. On average, QVD customers see a 38% increase in answer rates.
