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STIR/SHAKEN: The 10 Most-Asked Questions at PhoneBurner

Last Updated on August 24, 2021

In June 2021, the Stir/Shaken Revolution to implement caller ID authentication to combat spoofing and robocalls officially went live. 

These new regulations are good news for businesses who are engaging in legitimate call campaigns and follow up. 

That means your business can look at these new regulations as a help, not a hindrance. In reality, this gives you a clear path toward higher live answer rates and a way to have more live conversations. 

Our goal here at PhoneBurner is to help you do just that.

We recently held a live webinar to cover this topic, and below are 10 of the most popular Q&As from our session:

1. What are the benefits/risks to filling out a business profile in PhoneBurner?

There are no risks involved in filling out a business profile.

If you own numbers inside of PhoneBurner, we encourage you to fill out that business profile to get the highest level (A-level) of attestation on your calls, which will then hopefully increase your live answer rates.

2. If I’m managing a call center, how can I set up my business profile? Do I manage one for every person?

Today, we’re only requiring one business profile per account. If you have a series of agents inside of your account and they’re connected to your account, your main admin business profile will cover all of them. The system will assume then that all of the numbers in your account are tied to that business profile. So you have the option to manually go into your account to select numbers. We will then automatically take all the numbers in your account and associate them with your profile. And then once you give that information, we will submit that business profile on your behalf to be reviewed and approved by the FCC.

3. Is my business profile publicly available?

The profile does get submitted to the FCC. They do review and approve and give the thumbs up back. At this time, we don’t have a public directory of all the companies with trusted business profiles. But at the end of the day, if you run a business, that information is already public. So if the FCC was to publish a directory of registered businesses, it’s not any new information that isn’t already online today.

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4. Will it be necessary for users to rotate verified phone numbers?

Yes, depending on the volume of calls. We’re working on a whole new home for numbers with more functionality around managing your numbers, grouping your numbers, etc. Right now, the way local ID works is you buy local ID numbers, and there’s just one large pool of rotating numbers.

In the future, what we’ll be able to offer our customers is the ability to create multiple pools of numbers. So let’s say you have 4 or 5 or 6 different agents. You will be able to create a rotating pool that’s custom to each agent, so that way everyone’s calling safely without increasing the volume of calls against the same pool of numbers. In addition, admins will have access to a deeper level of insights in terms of live answer metrics and connection rates on a per campaign or per agent basis. So a lot more is coming in terms of numbers and functionality around helping you continue to make a high volume of calls, but in a safer way.

5. Is there a recommended number of calls I should make before rotating numbers?

This is something that we’re looking to get smarter on and something that we’re actively studying. In short, we don’t have an answer today. 

But here’s what we know: If your team has a high call volume, you’ll want to consider rotating the numbers your team calls from depending on the calling range of those numbers. If your calling lists happen to be predominantly targeting one area code or one geographic location, you might actually want to have more numbers in that area code, because you’re going to be reusing the numbers with more frequency. Whereas if your call list has a wider range, the numbers are going to be used less because you’re calling Florida five times and then calling New York five times and then California once and back to Florida. So the rotation will happen a little bit more naturally for you.

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6. What’s the benefit of calling through PhoneBurner rather than calling directly from my cell phone?

On one hand, yes, if you use your phone and call from that number, you can obtain a-level attestation. 

Now, on the other hand, you can enjoy the benefits PhoneBurner provides if you use your mobile phone to connect to  PhoneBurner and then use a verified phone number or a local ID number we provide to make those calls, then through your business profile we’re enabled to get you A-level attestation on those phone calls. 

7. Can you have multiple numbers on a single business profile?

In short, yes. 

Right now if you have, let’s say, 100 local ID numbers with PhoneBurner and you complete a business profile, we’ll take all 100 of those numbers and associate them with your profile and submit them on your behalf. 

In the future, what we’ll offer is multiple business profiles where you can create one for yourself as the primary business and then you can have sub-profiles on behalf of your clients that you’re calling for. 

8. Will number monitoring be applied to verified phone numbers and local ID?

Today, number monitoring is only being applied to local ID numbers, but the future plan is to also include the phone numbers as part of that.

9. Can verified numbers still be flagged as spam?

The short answer here is yes.

Every single carrier has their own rules and their own thresholds in terms of what causes a call to get flagged and what doesn’t. Sometimes it’s on the carrier’s behalf or the contact’s behalf. But our goal is to equip our customers with the best practices and best tools; we are actively building and bringing solutions to market to help protect you, to help you have more live conversations, to help you make sure that your numbers aren’t showing up as “scam likely,” and you aren’t burning through leads.

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10. If a prospect returns a call using the number displayed on caller ID, will it automatically route to our main business line?

This depends where that number came from. 

If it’s a verified phone number that is displaying on the caller ID (i.e., one that you got from your premium account through PhoneBurner), then you can either have that call back route through your browser so that it is answered on your computer, or you can have it forward to any other number that you want—like your cell phone, your landline, or even your home line. If the caller ID that is displaying is not a PhoneBurner number, then it depends on if you have any forwarding rules set up for that number outside of PhoneBurner.

Over to You

Spoofing is crushing reputable business, and we’re here to help. 

Our goal is to equip you with the tools you need to continue calling at high volume and to increase the amount of calls that get answered. 

And of course you should consult your attorney about any legal questions you have, including any questions about how your individual situation is impacted by the Stir/Shaken regulations and laws.