Anatel wants call center calls to be identified with company name and subject

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This measure will begin to be implemented this year by operators in partnerships with large call centers. Membership is optional. The National Telecommunications Agency (Anatel) informed this Thursday (27th) that it will start to implement, together with telephony operators, protocols so that calls from call center companies are identified and authenticated with the name of the company and the subject. Gustavo Santana Borges, superintendent of Control of Obligations, says that the expectation is that the measure will begin to be implemented this year, but that it will gain more support in 2024. Adherence will be optional. It will work like this: Anatel, in partnership with the operators, will establish the protocols and requirements for identification and authentication of calls. Afterwards, the operators will contract the systems to make the measure viable. Once the systems are in place, operators will be able to offer them to their customers. The focus is on large call center companies. If the call center company adheres to the measure, its customers’ calls will be identified on the cell phone display with information such as: company name number company logo subject of the call There will also be a stamp identifying that it is an authenticated number, that is, validated, not being a fraudulent connection, for example.

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