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2020-02-05 10:45:00

STIR/SHAKEN AGAINST SCRAMMERS

STIR/SHAKEN AGAINST SCRAMMERS

This one is a question so needs to be treated a little different. – Question asked by  Patrick McDermott

ENERGYCENTRALBeen in conversations with a 3rd party about mitigating scammers using our customer service phone numbers to defraud our customers.  While technically not STIR/SHAKEN (S/S) technology, they shared that they have a service that will do the following at a monthly fee.  I'm wondering what other utilities are doing to combat scammers and are you using a 3rd party in your efforts? 

  1. Carrier Registration - flags your customer service number as "do not originate" so if someone is using your customer service numbers, they would be blocked.  Today we use our customer service number for outbound outage, notification changes etc. and we would have to find or use a new number for those campaigns.
  2. Call Tagging - starting to see carriers (mostly mobile) that are allowing their customers to mark as spam numbers that they don't recognize.  The 3rd party would work with the various carriers to ensure that our customer service numbers are NOT flagged as spam.
  3. Number Registering - provide 3rd party with our phone numbers where they run an analysis to see if they're flagged as spam, marked as belonging to another company etc.  As we recently switched area codes and using a new block of numbers, not sure what if any value this would have for us. 

We would be interested in what other utilities are doing while we wait for our carriers or 3rd party outbound IVR services to implement S/S technology.  We are working with UUAS/SOMOS as well to monitor what the scammers are doing and deactivate 800 numbers that they are using. 

Thank you.

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This Question was originally asked in the Energy Central Customer Care Community Group. If you can help answer, please follow this link. The communities are a place where professionals in the power industry can share, learn and connect in a collaborative environment. Join the Customer Care Community today and learn from others who work in the industry.

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