What is the Caller Authentication Process?

Have you ever received an unwanted call from an unknown number? If so, you’re not alone. The rise of robocalls and call spoofing has become a significant problem for both consumers and businesses. In 2023, robocalls reached an all-time high, with over 50 billion robocalls made in the United States alone, costing consumers and businesses billions of dollars in fraud and lost productivity. This growing issue has heightened the need for robust caller authentication solutions.

Caller authentication is essential in protecting both consumers and businesses from fraudulent activities. It ensures that the caller is who they claim to be, thereby reducing the risk of scams and enhancing trust in communications. Among the various solutions available, TransUnion Trusted Call Solutions and Branded Call Display have emerged as reliable methods to verify calls.

TransUnion Trusted Call Solutions offer comprehensive caller authentication services, emphasizing the importance of STIR/SHAKEN call authentication standards. These technologies play a crucial role in the fight against robocalls and call spoofing, ensuring that every call is verified before it reaches the consumer.

Read More: What is Call Center Architecture?

What is Call Authentication?

Call authentication is a process that verifies the identity of the caller before a call is connected. Its primary purpose is to prevent fraud by ensuring that the information displayed on the recipient’s caller ID is accurate and trustworthy. Without proper caller authentication, fraudsters can easily spoof phone numbers, making it appear as though calls are coming from legitimate sources.

Call spoofing is a technique used by scammers to manipulate caller ID information, causing significant harm to consumers and businesses. This practice not only leads to financial loss but also damages the trust between businesses and their customers. As a result, many calls go unanswered due to the fear of being scammed, impacting business communication and customer service.

The issue of call spoofing is widespread. According to recent statistics, nearly 60% of business calls go unanswered because of the growing concern over fraudulent activities. A consumer survey conducted by TransUnion revealed that 75% of respondents are highly concerned about the security of their calls, highlighting the urgent need for effective call authentication measures.

How Does Phone Call Authentication Work?

Understanding the STIR/SHAKEN Framework

To address the growing problem of robocalls and call spoofing, the telecommunications industry introduced the STIR/SHAKEN framework. STIR stands for Secure Telephone Identity Revisited, and SHAKEN stands for Signature-based Handling of Asserted Information Using toKENs. These protocols work together as a set of technical standards and governance frameworks designed to ensure the legitimacy of phone calls.

The primary goal of STIR/SHAKEN is to verify that the caller ID information displayed on a recipient’s phone is accurate and has not been tampered with. This is accomplished by attaching a digital certificate to each call, which verifies the caller’s identity and prevents malicious actors from manipulating caller ID information. By implementing these protocols, service providers can significantly reduce the number of fraudulent calls that reach consumers and businesses.

The Role of Digital Certificates in Call Authentication

The STIR/SHAKEN framework operates by attaching a digital certificate to each call. When a call is initiated, the service provider of the caller generates a unique digital signature, which is a secure token that verifies the authenticity of the caller’s identity. This digital signature is then attached to the call and transmitted to the recipient’s service provider.

Upon receiving the call, the recipient’s service provider checks the digital signature against a trusted database to verify its authenticity. If the digital signature matches the caller’s credentials and has not been altered, the call is verified and allowed to proceed. If there is any discrepancy or if the call lacks a valid digital signature, the call may be flagged, blocked, or labeled as potential spam.

Digital certificates play a critical role in this process by ensuring that the information being transmitted is both secure and accurate. They act as a seal of authenticity, providing assurance that the caller is indeed who they claim to be. This helps to build trust between callers and recipients, reducing the risk of fraud and enhancing the overall security of telephone communications.

The Call Verification Process: Step-by-Step

The call verification process under the STIR/SHAKEN framework involves several key steps, each designed to ensure the authenticity of the call:

Caller Initiation: When a call is made, the caller’s service provider generates a digital signature for the call. This signature is based on a secure token that includes information about the caller’s identity and the call’s origin.
Signature Verification: The recipient’s service provider receives the call along with the digital signature and checks it against a trusted database. This step is crucial for verifying that the call has not been tampered with and that the caller’s identity is legitimate.
Call Display: Once the call is verified, it is connected, and a visual notification appears on the recipient’s phone indicating that the call is authentic. This visual notification can be in the form of a checkmark, logo, or other indicators that help the recipient identify verified calls.

Each of these steps is vital in ensuring that calls are properly authenticated and that fraudulent calls are effectively filtered out. By following this process, service providers can help protect consumers from scams and unwanted robocalls, ensuring a safer and more reliable communication experience.

The Role of Service Providers in Call Authentication

Service providers play a crucial role in the call authentication process by ensuring that all calls are properly verified before they reach the recipient. This involves implementing the STIR/SHAKEN framework, generating digital signatures for outgoing calls, and verifying incoming calls against a trusted database.

To achieve this, service providers must invest in the necessary technology and infrastructure to support call authentication. This includes upgrading their networks to handle digital certificates and tokens, training staff to manage the verification process, and collaborating with other providers to maintain a trusted database of caller information.

By taking these steps, service providers can help protect their customers from fraud and maintain their reputation as reliable providers of communication services. Moreover, they can help businesses avoid having their calls mistakenly labeled as spam, ensuring that important communications reach their intended recipients.

The Caller Authentication Process

The caller authentication process is a multi-step approach designed to ensure that every call reaching a consumer or business is verified and trustworthy. Both enterprises and service providers play crucial roles in this process, working collaboratively to authenticate calls and prevent fraudulent activities. Let’s explore the detailed steps involved in this process.

Verification by Enterprises

One of the first steps in the caller authentication process is the verification by enterprises. For businesses to ensure their calls are recognized as legitimate, they must register their outbound telephone numbers with their service providers. This registration process is vital as it helps prevent their calls from being blocked or mislabeled as spam, which is a common occurrence when numbers are not properly registered.

Registration of Outbound Numbers: Businesses need to submit their outbound telephone numbers to their service providers, who then authenticate these numbers through a trusted database. This step ensures that when a call is made, the service provider can verify that it is originating from a legitimate source.
Prevention of Call Blocking and Mislabeling: By registering their numbers, businesses can avoid having their calls inadvertently blocked or flagged as spam by service providers or third-party call-blocking apps. This is crucial for maintaining open communication channels with customers and ensuring important calls are not missed.
Improved Communication: Proper registration of outbound numbers not only helps in call verification but also improves overall communication efficiency. When businesses know their calls will be authenticated and reach the intended recipients, it reduces the chances of miscommunication and enhances customer satisfaction.
Enhanced Business Reputation: Ensuring that business calls are not mislabeled or blocked helps in maintaining a professional image. Customers are more likely to trust calls that are verified and identified correctly, contributing to a positive perception of the business.

The Role of Service Providers

Service providers are at the heart of the caller authentication process. They are responsible for implementing the STIR/SHAKEN framework, which is essential for verifying the authenticity of calls. This framework helps in ensuring that the caller’s information is accurate and has not been tampered with, providing a reliable means of call verification.

Implementation of STIR/SHAKEN: Service providers implement the STIR/SHAKEN protocols to verify each call. This involves attaching a digital signature to the call, which is then checked against a trusted database to ensure the caller’s identity is legitimate.
Verification of Caller Information: Once the call is initiated, the service provider uses the digital signature to verify the caller’s information. This process involves cross-referencing the signature with the caller’s registered details to ensure there has been no manipulation or spoofing of caller ID information.
Blocking Unverified Calls: If a call does not have a valid digital signature or if the caller information does not match the registered data, the service provider may block the call or flag it as potential spam. This step is crucial in protecting consumers from fraudulent calls and maintaining the integrity of the telecommunications network.
Continuous Monitoring and Updates: Service providers must continually update their systems and databases to keep up with evolving threats and ensure that their call authentication processes remain effective. This includes regularly updating the trusted database and enhancing security protocols as needed.

Outbound Telephone Number Registration

Outbound telephone number registration is a critical step in the caller authentication process. By registering their numbers with service providers, businesses can significantly reduce the chances of their calls being blocked or misidentified, thereby improving their communication with customers.

Importance of Number Registration: Registering outbound numbers is a proactive step that businesses can take to ensure their calls are recognized as legitimate. This registration is often done through a centralized database maintained by service providers, which helps in verifying the authenticity of the numbers.
Avoiding Misidentification: When numbers are properly registered, there is a reduced risk of calls being misidentified as spam or fraudulent. This is particularly important for businesses that rely on telephone communication for customer service, sales, and support.
Maintaining Communication Flow: Proper registration ensures that legitimate calls are not blocked, maintaining a smooth flow of communication between businesses and their customers. This is essential for operations where timely communication is critical, such as in healthcare, finance, or customer support.
Compliance with Regulations: Registering outbound numbers also helps businesses comply with regulatory requirements related to call authentication and telecommunication standards. This compliance is essential for avoiding legal issues and maintaining good standing with service providers and customers.

The Role of Branded Calling in Enhancing Caller Authentication

Branded calling is an innovative approach that enhances the caller authentication process by allowing businesses to display their logos and brand names on the recipient’s phone. This not only adds an extra layer of trust and credibility but also improves the overall customer experience.

Integration with STIR/SHAKEN: Branded calling integrates seamlessly with the STIR/SHAKEN framework, utilizing the same digital certificates to verify calls. When a call is authenticated, the business’s logo or brand name can be displayed on the recipient’s phone, providing a visual cue that the call is legitimate.
Building Customer Trust: Displaying the brand name or logo during a call helps build trust with customers. It reassures them that the call is from a legitimate source, reducing the likelihood of the call being ignored or flagged as spam.
Improving Call Answer Rates: Branded calling has been shown to improve call answer rates by as much as 30%, as customers are more likely to answer calls from recognized brands. This is particularly beneficial for businesses that rely on telephone communication for marketing, sales, or customer support.
Enhancing Customer Experience: By providing a clear indication of who is calling, branded calling enhances the customer experience and fosters a positive relationship between the business and the customer. This can lead to increased customer satisfaction, loyalty, and repeat business.

Benefits of Branded Calling for Businesses

For businesses, the benefits of branded calling are substantial. By displaying their brand during a call, companies can increase their call answer rates, reduce the chances of their calls being mistaken for spam, and build stronger relationships with their customers.

Increased Call Answer Rates: When customers see a familiar brand name or logo, they are more likely to answer the call. This helps businesses connect with their customers more effectively and increases the chances of successful communication.
Reduced Risk of Spam Mislabeling: Branded calling helps to differentiate legitimate business calls from spam or fraudulent calls. This reduces the risk of calls being mislabeled as spam, ensuring that important calls reach their intended recipients.
Stronger Customer Relationships: By providing a recognizable brand presence during calls, businesses can build stronger relationships with their customers. This fosters trust and loyalty, which are crucial for long-term customer retention.
Improved Brand Perception: Branded calling helps to enhance the overall perception of the brand. Customers are more likely to have a positive impression of a business that takes proactive steps to ensure secure and transparent communication.

Best Practices for Businesses in Caller Authentication

To ensure that calls are verified and trusted, businesses should adopt a combination of call verification and branded calling strategies. Here are some best practices to follow:

Register Outbound Numbers: Businesses should register their outbound numbers with service providers to avoid call blocking or mislabeling.
Adopt Branded Call Displays: Implementing branded call displays helps businesses present a professional image and build trust with customers.
Work with Service Providers: Collaborating with service providers ensures that calls are properly authenticated according to industry standards.

Compliance with STIR/SHAKEN protocols is essential for businesses to maintain their reputation and protect their customers. By following these guidelines, businesses can ensure that their calls are authenticated and that they comply with all industry standards.

To fully implement these practices, businesses should work closely with their service providers to ensure that all calls are properly authenticated. This partnership is key to maintaining the integrity of their communication and protecting their brand reputation.

Conclusion

Caller authentication has become a vital tool in combating robocalls and call spoofing. It plays a crucial role in protecting consumers and businesses from fraudulent activities, ensuring that every call is verified and trustworthy.

The STIR/SHAKEN framework, along with branded calling solutions, offers a robust method for verifying calls and enhancing trust in communication. By adopting these technologies and following best practices, businesses can improve their call answer rates, protect their reputation, and build stronger relationships with their customers.

Ultimately, the implementation of caller authentication is not just about preventing fraud but also about fostering trust and transparency in every call. As the telecommunications landscape continues to evolve, caller authentication will remain a cornerstone in the fight against robocalls and spoofing, ensuring a safer and more reliable communication environment for all.