How STIR/SHAKEN Helps Increase Answer Rates and Protect Your Brand
Picture receiving a call from a number you don't recognize — like most people, you decline it. Thirty seconds later a voicemail chimes in, and it turns out to be a call you'd actually been waiting for. That frustration doesn't stop with the customer; it ripples through the whole call center. Agents rack up unanswered call after unanswered call. Supervisors adjust dialing strategy without moving the needle. Clients wonder what changed. Senior leadership worries about the long-term hit to business and brand reputation, and about attrition as agents miss their goals.
Answer rate impacts customer experience and reputation
Robocallers, spammers, and Caller ID spoofers have damaged the call center industry's reputation, driving the development of the STIR/SHAKEN framework. Consumers now answer only about half of incoming mobile calls because they can't verify legitimacy. Beyond that baseline problem, answer rates also suffer from skipping a local presence Caller ID strategy, buying numbers with a bad reputation from brokers, missing timely insight into blocked or flagged numbers, and — most fundamentally — placing calls that aren't tokenized with full A-level attestation.
Restoring trust starts with attestation
The STIR/SHAKEN framework requires authorized SHAKEN service providers to digitally sign customer calls, so carriers know exactly who their customers are — the foundation for restoring consumer trust in voice communication. As an authorized SHAKEN provider, Quality Voice & Data authenticates outgoing calls with an A attestation level, the highest level of trustworthiness, confirming both that a call is legitimate and that the caller has the right to use the presented Caller ID.
Caller ID mapping and real-time monitoring
People are simply more likely to answer when they know who's calling. QVD displays the business name and number so recipients can answer with confidence, drawing from a robust inventory of numbers vetted in real time against a leading authentication hub to avoid blocking or spam labeling. QVD then monitors in real time how calls appear across major wireless handsets, remediating any mislabeling or blocking decision immediately across more than 50% of US wireless handsets.
SHAKEN SIP trunking ties it together
As an authorized STIR/SHAKEN provider, QVD terminates directly to other SHAKEN carriers, digitally signing and delivering calls with full attestation so customers see a verified checkmark on their handset. With nearly 175 million unwanted robocalls placed in a recent month alone, call centers don't have time to delay legitimizing their business — on average, QVD customers see a 38% increase in answer rates with Trusted Call Completion®.
