Best practices for your call center

How to ensure success with your call center:  being agile with the algorithmic shifts with data sources, proprietary scorings, and being STIR/SHAKEN compliant.

1. 1. Utilize our platform to your advantage to stay on top of your mislabeled numbers.
   2. Prevent your agents from wasting time on these mislabeled numbers.
   3. Caller ID Reputation provides comprehensive health monitoring of your company’s outbound phone calls and call connections.
   4. Monitor, Manage, Mitigate.

1. 1. Depending on the number of flags you have on a number you will need to decide how to move forward.
      1. Once you see one flag on a number, you can expect to see more within 48 hours.
         The more flags you have on a number the longer it will take for the number to become clean.
      2. The goal is to build a reputation with your number! It is better to build a healthy reputation with your number by following proper dialing practices.
      3. Clients who consistently swap out their numbers tend to have a higher flagging rate than people who register their numbers and create a healthy and consistent dialing pattern on them. This is known as "Snowshoe Fraud".

1. 1. Note: Flags don't get removed overnight! Register your numbers, follow proper dialing practices and continue to monitor these numbers until the flags are removed.
   2. There is no such thing as whitelisting. Keep in mind that when a number is registered it just acts as an extra layer of protection to help reduce the amount of flags you receive.
   3. You should still follow proper dialing practices after registration.
   4. Consider stopping outbound calls on flagged numbers after registering them until they are clean/unflagged again.

1. 1. Most Important: Limit Outbound Volume: Don't exceed 150 calls per day on a single phone number. Anything over this threshold will make you look like a robocaller and cause you to get mislabeled at a higher rate.
   2. Increase the amount of DID’s you have depending on the number of outbound calls you make per day.
   3. Consistently rotate your numbers to ensure you don't over dial on a single line.
   4. Important: Follow TCPA (Telephone Consumer Protection Act) Regulations.
      1. Numbers will become mislabeled if you violate these TCPA regulations.
         1. Large bursts of calls in a short timeframe. Prevent using dialers who do this.
         2. Having a low average call duration.
         3. Having low call completion ratios.
         4. Calling at inappropriate times of the day. Before/After Business Hours.
            1. You are in violation of TCPA if you call before 8am or after 9pm.
         5. Being from the same location or zip code as the number being called.
   5. Use flagged numbers for inbound purposes only until they become unflagged.
   6. Make sure you're calling good leads. Don't contact people who are on the DNC List. Calling people on the DNC list will lead to your number getting reported and mislabeled.

1. 1. STIR/SHAKEN is a technology framework implemented in 2021 that was designed to reduce fraudulent robocalls and illegal phone number spoofing. STIR stands for Secure Telephony Identity Revisited. SHAKEN stands for Secure Handling of Asserted information using toKENs.
   2. Clients purchasing numbers from dubious sources will find that their purchased numbers come with flags.
   3. Prevent this by choosing a carrier who is STIR/SHAKEN compliant to reduce the amount of mislabeled numbers purchased.
   4. This is a very common issue due to numbers getting recycled and sold very frequently, so being vigilant is critical.
   5. Clients will need to work with platforms and carriers like Telnyx, which are STIR/SHAKEN compliant, and passing these identity headers with A-Level Attestation. If not, clients will continue to run into issues with numbers being flagged and labeled as a nuisance type call.
   6. How to check if your carrier is STIR/SHAKEN Compliant.
   7. Use this Robocall Database to search for your carrier who provides you these numbers.
   8. If they are STIR/SHAKEN compliant. Use our Call Tester on our platform to confirm attestation.

1. 1. The originating telephone service provider checks the call source and calling number to determine how to attest for the validity of the calling number.
      1. Full Attestation (A) — The service provider has authenticated the calling party and they are authorized to use the calling number. An example of this case is a subscriber registered with the originating telephone service provider’s softswitch.
      2. Partial Attestation (B) — The service provider has authenticated the call origination, but cannot verify the call source is authorized to use the calling number. An example of this use case is a telephone number behind an enterprise PBX.
      3. Gateway Attestation (C) — The service provider has authenticated from where it received the call, but cannot authenticate the call source. An example of this case would be a call received from an international gateway.