Question 1

Why are my calls showing as SPAM?

Accepted Answer

Your calls may show as "Spam Likely" “Potential Spam” or with other negative flags or labels for many different reasons, and at times may even be unintentional.   Most of the time, if a carrier analytics provider is intentionally applying SPAM tags across their network, it’s based upon indicators of poor consumer experience, such as:  high call volume to low-intent data, low answer rates,  short duration calls, unclear or abusive scripting, compliance misses, and consumer complaints.   Poor ANI management is a major contributor to this problem.   When your ANIs are overused, misapplied, and not optimized in your dialing, you greatly increase your odds that analytics providers will assign your numbers a poor reputation.  In addition to “carrier-driven” flagging and labeling, there is also a large ecosystem of private apps on the market that label numbers based on user feedback and analytics.  In addition, decision-making around flagging, blocking, and silencing calls is also increasingly occurring at the hardware/device level.  Finally, every consumer in your database is an individual with their own preferences and expectations.  Not meeting their expectations in the real-time moment of the dial can lead to negative outcomes. Test calls across devices do not necessarily indicate a “carrier-wide” problem and can yield different results.  There is no system available that can show you what a consumer saw on his or her phone screen when you called them, only that person knows.  Keep in mind that the analytics providers state that “spam labeling is dynamic for every phone call, not a static property of a phone number. Every call is analyzed based on historical and real-time data. Therefore, not every call from a phone number may have the same label, and the flag status is not a guarantee of future call labeling.” - ref Hiya Connect: Caller Reputation Guide  and “Your phone number reputation isn’t static. It evolves based on call behavior and user feedback. Even a previously trusted number can be flagged if spoofed or misused.” - ref TNS: What is Phone Number Reputation

Question 2

How do I remove a "Spam Likely" label from my number?

Accepted Answer

Keeping in mind that SPAM labels are not a permanent attribute of one of your phone numbers, a multi-faceted, strategic approach is required.   “Mobile Analytics Engine Providers (MAEs) analyze call behavior, user complaints, and pattern data to detect spam-like activity, even if it’s coming from a real business. Even with verified caller ID, inconsistent call behavior can lead to tagging. That’s why it’s key to combine number registration with strong dialing practices.” - ref First Orion: Number Reputation Management

Removing a "Spam Likely" label means not only getting your numbers reviewed and cleared with the analytics providers that drive the labeling (Registration and Remediation), but importantly, correcting the calling behavior behind it that may have caused labels to be applied to your calls in the first place. outboundANI automatically corrects your calling behavior from the INSIDE, while our Registration team handles carrier remediations on the outside.

Question 3

Will remediation permanently fix my number's reputation?

Accepted Answer

No single action permanently fixes a number's reputation, because reputation is continuously recalculated from live calling behavior. A cleared number can be re-flagged if dialing patterns, complaints, or answer rates worsen.  On the flip side of that coin, there is also no such thing as a set of 10 digits that is “cursed” to remain SPAM tagged for all time.

Long term ownership of your phone numbers, optimal utilization, registration + remediation, and respectfully competitive, consumer-first calling practices are key.  Think of your number reputation as akin to a credit score, where the bureaus value longevity of ownership, consistent activity, and positive exchanges.  This is why outboundIQ treats number reputation management as a multifaceted, ongoing practice.

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FAQ

What makes Pulse different from standard contact center reporting?

What is Pulse?

How is carrierIQ different from number registration?

What is carrierIQ?

What is ANI optimization?

Does outboundANI work with my dialer?

What is inbound call optimization?

Why are my calls showing as SPAM?

How do I remove a "Spam Likely" label from my number?

Will remediation permanently fix my number's reputation?

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