Troubleshooting: Why Your Calls Are Being Marked as Spam?
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.
SHAKEN/STIR is a set of protocols designed to authenticate caller ID information and verify that it is coming from a legitimate source. The protocol works by using digital certificates to validate the caller's identity. When a call is made, the caller's identity is verified through these certificates, which are then stored in an online database. This ensures that when someone receives a call, they can trust that it is coming from who they think it is.
If your business calls are being labeled as "Spam Likely" or "Scam," it can significantly lower your answer rates and damage your business's reputation. Here’s a breakdown of why this happens and how you can prevent it.
Why Your Calls Are Being Marked as Spam
Phone carriers are the primary entities that flag numbers as spam. They employ algorithms to identify and label calls that exhibit suspicious behavior. Here are some of the common reasons your calls might be getting flagged:
High Call Volume: A sudden and large spike in call volume from a single number is a major red flag for carriers. This is especially true for new phone numbers, as legitimate businesses typically don't make hundreds of calls per hour from a brand-new line.
Low Connection Rates: A high percentage of your calls being unanswered or going straight to voicemail can negatively impact your number's reputation. This suggests that recipients are actively avoiding your calls.
Short Call Durations: Calls that last for a very short time, often less than five seconds, can be interpreted as a sign of spamming or robocalling.
Recipient Complaints: If recipients manually mark your number as spam through their phone's features or report it to authorities, it directly contributes to a negative reputation.
Calling "Do Not Call" (DNC) Lists: Contacting individuals who have registered their numbers on the National Do Not Call Registry is a compliance violation that can lead to your number being flagged.
"Dead Air" Calls: Calls where the recipient answers to silence, often a result of predictive dialers, lead to a poor experience and are a common cause for spam complaints.
Incomplete or Generic Caller ID: A caller ID that is not properly set up or appears as a generic number can be a reason for your calls being marked as spam.
How to Prevent Your Calls from Being Marked as Spam
To improve your call answer rates and maintain a positive caller reputation, consider the following best practices:
Register Your Phone Numbers
Register your business phone numbers with the major carriers (AT&T, Verizon, T-Mobile) and with services that provide Caller Name (CNAM) registration. This will help display your business name on the recipient's caller ID, which can increase trust and answer rates. You should also register for STIR/SHAKEN, a technology that helps to verify that your calls are not being spoofed.
Adhere to Good Calling Practices
Strictly follow all telemarketing regulations, including respecting the Do Not Call list. Avoid making an excessive number of calls to the same person and call only during reasonable hours.
Gradually Increase Call Volume for New Numbers
When using a new phone number, start with a low call volume and gradually increase it over time. This helps to build a positive reputation for the number.
Encourage Customers to Save Your Number
When you connect with customers, ask them to save your phone number in their contacts. This ensures they will recognize your number for future calls.
Rotate Your Phone Numbers
If you make a high volume of calls, consider using multiple phone numbers and rotating them. This can help to avoid any single number from being flagged for high call volume.
Maintain Clean Calling Lists
Regularly update your contact lists to remove numbers that are no longer in service.
Use Dedicated Numbers for Different Purposes
Avoid using the same phone number for various communication types, such as marketing, customer support, and surveys.
Monitor Your Number's Reputation
Regularly check your phone numbers to see if they have been flagged as spam. You can also use third-party services like Hiya and Truecaller to monitor and manage your reputation, especially for international calls.
How to Apply for SHAKEN/STIR
After submitting their Business Profile, Agency and Sub-account admins can register for SHAKEN/STIR.
1. Click on the "Start Registration" Button:
2. Enter a friendly name for the profile, confirm the authenticity, and click Sumit.
3. You will get the success message for the submission.
The approval might take up to 4 days.
Frequently Asked Questions
How will phone numbers be linked to the SHAKEN/STIR Profile?
All numbers will be Linked Automatically. All current available numbers and future bought numbers will automatically be linked with the registered SHAKEN/STIR.
