What Call Centers Need to Know About STIR/SHAKEN
ConvosoSTIR/SHAKEN emerged in response to widespread issues with robocalls and caller ID spoofing, which had become major consumer complaints to the Federal Communications Commission (FCC). Recognizing the need for a secure and reliable method of verifying caller identities, the FCC mandated the adoption of the STIR/SHAKEN framework under the TRACED Act. This industry-standard protocol, developed through collaboration among telecom companies and regulatory agencies, aims to restore trust in phone communications.
What is STIR/SHAKEN?
STIR/SHAKEN (Secure Telephone Identity Revisited/Signature-Based Handling of Asserted Information Using toKENs) is an industry-standard framework created to verify caller identity and reduce fraudulent robocalls. The framework assigns every call a digital signature, or “fingerprint,” to ensure caller ID integrity.
How does STIR/SHAKEN work?
STIR/SHAKEN works by having the originating phone carrier authenticate each outgoing call with a digital token. This token includes encrypted information about the caller's identity, phone number authenticity, and the call's legitimacy. The receiving carrier decrypts this token to verify that the caller's number has not been spoofed or tampered with.
STIR/SHAKEN attestation levels and their meaning
STIR/SHAKEN assigns each call an attestation level indicating how confident the originating provider is about the caller’s identity:
Full Attestation (A): The carrier fully authenticates the caller's identity and confirms authorization to use the number.
Partial Attestation (B): The carrier knows the caller but cannot confirm their authorization to use the calling number.
Gateway Attestation (C): The carrier has placed the call on its network but cannot verify the caller's identity or authorization (common with international calls).
“That's why I wanted to switch to Convoso – because of that STIR/SHAKEN technology and that higher level of attestation, it gives my agents more of a fighting chance that a lead is actually going to answer the phone and they actually have the opportunity to make a sale.”
Why is STIR/SHAKEN important for businesses and consumers?
Reducing robocalls and fraudulent activities
STIR/SHAKEN significantly reduces illegal robocalls and spoofed calls by verifying caller identities. This helps businesses maintain trust and consumers avoid scam calls.
Compliance with FCC’s STIR/SHAKEN mandates
Compliance is mandatory under the FCC’s TRACED Act. Businesses and carriers must adhere to this framework to avoid fines, call blocking, or labeling issues.
Implementation by major telecom providers
Telecom giants like AT&T, Verizon, and T-Mobile have integrated STIR/SHAKEN into their networks, using attestation ratings to determine how calls are labeled and delivered.
What STIR/SHAKEN Can and Can’t Do
What it can do:
Authenticate caller identities and reduce spoofing.
Provide carriers with tools to trace calls back to their source.
Enable better consumer protection by identifying suspicious calls.
What it can’t do:
Determine the legality or intent of a call.
Authenticate calls from legacy non-IP networks.
Automatically prevent all unwanted calls.
STIR/SHAKEN compliance: what businesses need to know
Businesses should proactively manage their call practices to ensure high attestation ratings, specifically aiming for “Full Attestation (A).” Steps businesses should take include:
Regularly verifying numbers with carriers.
Ensuring caller IDs match authenticated numbers.
Monitoring call patterns and quickly addressing labeling or blocking issues.
Working closely with carriers to maintain high trust ratings.
“Of all the softwares I’ve worked with, Convoso is by far the best at supporting TCPA compliance with a number of different safeguards built in.”
How Convoso helps businesses with STIR/SHAKEN attestation
Convoso is committed to industry best practices, enabling our platform to sign calls with the highest level of attestation under the STIR/SHAKEN framework.
This ensures that calls made by our customers achieve the strongest verification, reducing the likelihood of being mislabeled or blocked. Convoso actively manages caller reputation through real-time analytics, number rotation strategies, and direct engagement with carriers to maintain high call integrity and compliance.
Convoso’s built-in safeguards and suite of compliance tools support call center compliance with DNC, TCPA, and state regulatory frameworks.
Talk to one of our experts about how Convoso helps your business drive more revenue while managing regulatory compliance.
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