This article details the measures you can adopt to position your business optimally against call blockages and nuisance labels.
Updated: August 28, 2024
Maintaining consumer trust in the voice communication channel is critical. Consumers expect to receive wanted and personalized communications, while being protected from spam and unwanted calls. This guide provides updated best practices for maintaining a positive caller reputation.
Outbound Calls Blocked or Labeled as Spam or Scam Likely
Robocalls and caller ID spoofing have become a serious problem in recent years, with the FTC estimating that Americans received 40.7 billion robocalls in 2019 alone. The Federal Communications Commission (FCC) created the protocols in response to the growing problem of illegal robocalls. As a result, carriers have been forced to implement authentication protocols.
Best Practices When Placing a Call
- When calling a given number repeatedly, use the same caller-ID for each call.
- Announce the name of the caller at the beginning of the message. The name must be clear and unambiguous regarding its affiliation to the caller.
- Announce how consent was obtained.
- Example: Hi this is Gloria with AAA Insurance, Salt Lake City, Utah. Conrad Doe came to the BestInsuranceDeals.com website last week and requested that we call with an auto insurance quote. Is Conrad available?
- Allow at least 30 seconds (5 ring cycles) for the called party to answer. Ensure the called party hears audio within 2 seconds of the greeting. No silent calls.
Be consistent in your phone number usage
- Avoid using the same telephone number for multiple purposes (i.e. marketing, surveys, and support callbacks). To help reduce the likelihood of your calls being categorized as spam, we recommend aligning the context and content of your calls over a specific phone number throughout the life of your campaign. Phone numbers that have been reassigned for other purposes should wait at least 45 days before being reintroduced in a new campaign.
What is a nuisance call label?
Customers conducting legitimate voice business might find their outbound calls labeled as ‘Scam Likely’, 'Spam', ‘Fraud Risk', 'Robo Call', or another variant, depending on the app, device, or network. Such labels can be frustrating, potentially leading to unanswered calls or even blockages.
It's essential to understand that these labels, along with any call blocks or filtering, are implemented by the recipient's carrier, their analytics partners, or the recipient themselves, not by Vintory. Since we do not filter these calls nor add the labels, our ability to address the issue is limited. There are steps you can take to potentially reduce or eliminate these labels and call blockages, but success isn't guaranteed.
How do I remove a nuisance label or call filtering from my Twilio phone number?
Here are some steps you can take to mitigate nuisance labels, blocked calls, or call filtering associated with your phone number:
US Numbers: Register your US numbers with the FCC.
They have a free registry site, https://www.freecallerregistry.com/fcr/, which liaises with major analytic companies supporting key US wireless carriers. Registering can help remove a negative label on your call.
FAQ
Will registering my number fix mislabeled calls?
While registration often rectifies mislabeling, it's not foolproof. Registered numbers can still be flagged based on suspicious call patterns or consumer reports. Thus, we advise:
- Monitoring call behavior for unusual traffic spikes.
- Adhering to TCPA laws, FCC regulations, and our Acceptable Use Policy.