Passage of Caller ID Spoofing Bill May Raise Issues for Call Centers

Patrick Barnard
Group Managing Editor, TMCnet

Passage of Caller ID Spoofing Bill May Raise Issues for Call Centers

Last week I wrote about a recent customer survey performed by caller ID management company which reveals the importance of having accurate CNAM caller ID for outbound call centers.

DipFees claims that it is common for outbound call centers to be unaware of which caller ID is being displayed when they carry out their campaigns and customer support calls.

Personally I've heard of instances where they forget to update the outbound caller ID, so it displays the wrong one. Or worse yet it displays no number at all.

This lowers connection rates, as call recipients -- with their own caller ID -- are less likely to pick up a call from an unfamiliar name and number.

Well here's something new to place an even stronger emphasis on the need for accurate caller ID: Yesterday TMCnet reported that the House of Representatives has passed an amendment to the Telecommunications Act prohibiting the use of caller ID spoofing software, which allows callers to change the number and name that is displayed to one other than their own.

This new rule could have serious ramifications for the call center industry because by stating that callers cannot "misrepresent" it is implied that the caller ID they use must be accurate.
In essence what outbound call centers use to control the ID displayed on a recipient's phone is the same software used for caller ID spoofing: They have control over the ID that is displayed on the recipient's phone (or TV).

So if they make a mistake and "misrepresent," I would assume that they could be cited (fined?), however, I'm not sure yet how this law will be enforced or if it will even have any teeth.

Which raises a whole other topic - how will they catch the people who "spoof" their calls - and what will their punishment be? And whose job will that be anyway?

1 Comment

I have never heard this issues before. As what I have noticed, calling outbound has a lot more concerns and policy rules issues than that of an inbound calls. Anyway, this raises my interest.

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