Call Center Connect Rate Challenges and Solutions

This document is a guide that addresses the challenges faced by outbound call centers regarding low connect rates. It outlines the impact of telecom carriers blocking or labeling calls due to increased scrutiny from the Federal Communications Commission (FCC) aimed at reducing robocalls. The guide explains how carriers analyze call patterns and may flag calls as spam, affecting the ability of call centers to reach customers. It details the STIR/SHAKEN framework, which is designed to authenticate caller ID and prevent number spoofing, while also clarifying its limitations in preventing calls from being labeled as spam or blocked. Additionally, the document discusses False Answer Supervision (FAS), a form of telecom fraud where calls are falsely marked as answered, leading to wasted resources for call centers. The guide emphasizes the importance of monitoring call metrics and understanding SIP codes to identify and address issues related to call blocking and spam labeling.