Introduction:
Have you ever experienced your Contact Center phone number being flagged as a spam risk, spam likely, or just SPAM? It's a frustrating situation that many businesses encounter, and understanding the reasons behind it can help you take steps to address the issue. In this article, we'll explore the common factors carriers use that can lead to your numbers being labeled as spam and provide insights into how you can mitigate this problem.
1. Being an Unknown Entity:
A primary reason leading to phone numbers being marked as spam is when the carriers view the call generator as an unknown entity. Carriers are actively fighting against scammers and spammers who exploit numbers to conduct illicit and harmful activities across their networks, impacting their customers. Their main objective is to safeguard consumers, prompting them to implement heightened scrutiny in flagging Caller IDs using various algorithms, some capable of flagging a single test call. To mitigate this risk, businesses are urged to utilize Ytel's Number Reputation Management service and register their company with carriers via our exclusive portal. Instructions can be found here.
2. Volume and Frequency of Calls:
A key factor in why phone numbers get flagged as spam is the sheer volume of outbound calls made. When a company engages in high-frequency calling, especially to numbers that haven't consented to receive calls from your organization, it can trigger spam detection algorithms used by the carriers and call-blocking apps.
3. Caller ID Spoofing:
Caller ID spoofing, where spammers disguise their identity by using legitimate numbers such as Contact Center numbers, is another common tactic. Unfortunately, this can lead to your number being erroneously flagged as spam, particularly if recipients report receiving unsolicited or unwanted calls from your number. While combating Caller ID spoofing is challenging, ensuring that your Numbers are registered with the carriers and adhering to ethical practices can help maintain trust with recipients and minimize the risk of being labeled as spam.
4. Content and Perception of Calls:
The content and perception of your calls also play a significant role in whether your number is classified as spam. Calls that exhibit characteristics commonly associated with spam or unwanted solicitations, such as aggressive sales pitches, misleading information, repetitive calls, or not disclosing the company name, are more likely to be flagged. To mitigate this risk, focus on delivering value to recipients during every interaction, ensuring that your calls are informative, relevant, and respectful of recipients' preferences.
5. Complaints and Reports:
Recipients who receive unwanted or unsolicited calls may take matters into their own hands by reporting your number as spam to their phone carriers or through call-blocking apps. While you may have legitimate reasons for contacting individuals, failing to obtain consent or disregarding recipients' preferences can result in complaints and reports that contribute to your number being labeled as spam. Proactively addressing complaints, respecting opt-out requests, and maintaining a transparent communication process can help minimize the risk of negative feedback and associated consequences.
Conclusion:
Having your numbers labeled as spam can have significant implications for your business, including reduced reach, increased customer dissatisfaction, and potential damage to your company's reputation. By understanding the common reasons behind this issue and taking proactive steps to address them, such as applying for Number Reputation Management, moderating call volume, adhering to ethical practices, delivering value during interactions, and responding to complaints effectively, you can mitigate the risk of your number being flagged as spam and ensure that your phone numbers remain a trusted communication channel for your customers.