What is Shaken / Stir?

“Shaken” and “Stir” are terms used in the context of telecommunications and call centers, specifically related to combating fraudulent and spam calls. They refer to a set of protocols and technologies designed to verify the authenticity of incoming calls and ensure that the caller’s identity is legitimate.

  1. SHAKEN (Signature-based Handling of Asserted information using toKENs): This is a framework that uses digital signatures to verify the authenticity of a call. It ensures that the calling number (Caller ID) hasn’t been spoofed or tampered with. When a call is made, the originating service provider signs the call with a cryptographic token that indicates the call’s legitimacy. The receiving service provider can then validate this signature and decide whether to trust the Caller ID information.
  2. STIR (Secure Telephony Identity Revisited): STIR is the framework upon which SHAKEN is based. It’s a set of standards and protocols that establish a secure framework for verifying the authenticity of caller identification on Voice over Internet Protocol (VoIP) networks.

The primary goal of SHAKEN/STIR is to combat Caller ID spoofing, which is a common technique used by scammers and spammers to make their calls appear as if they’re coming from a legitimate source. By implementing SHAKEN/STIR, telecommunications providers and call centers can enhance the accuracy of Caller ID information, making it more difficult for malicious actors to impersonate legitimate entities.

Impact on Telephone Answering Service Call Centers:

Implementing SHAKEN/STIR protocols can have several effects on telephone answering service call centers:

  1. Improved Caller Identification: SHAKEN/STIR helps call centers accurately identify the source of incoming calls. This is crucial for providing better customer service and preventing fraud.
  2. Reduced Spam and Fraud: As SHAKEN/STIR helps verify the authenticity of calls, it becomes more difficult for spammers and fraudsters to spoof their Caller ID. This can lead to a reduction in spam and fraudulent calls reaching call center agents.
  3. Enhanced Call Trustworthiness: Call centers can use SHAKEN/STIR to assess the trustworthiness of incoming calls. Legitimate calls can be prioritized, while potentially fraudulent calls can be flagged or handled differently.
  4. Increased Customer Confidence: When customers see that call centers are implementing measures to verify the authenticity of calls, it can increase their confidence in the service and reduce concerns about receiving scam calls.
  5. Operational Efficiency: With fewer spam and fraudulent calls to handle, call center agents can focus more on genuine customer inquiries, leading to improved efficiency and customer satisfaction.

In summary, SHAKEN/STIR protocols aim to create a more secure and trustworthy environment for telephone communications, benefiting both call centers and customers by reducing fraudulent activities and enhancing the accuracy of caller identification.