Before we communicate the best practices organizations can use to prevent their calls from being labeled as Spam, it’s important to define “call labeling”, the intention of the original mandate, and a few of the unintended consequences that have occurred.
Call labeling technologies were introduced in 2017 by the Federal Trade Commission(FTC) and the Federal Communications Commission (FCC) in response to consumer complaints over illegal robocalls disrupting and defrauding consumers.
The FCC mandated that call blocking and labeling technologies in the form of apps and third-party analytics engines be implemented by all major carriers to help block and label the truly illegal and fraudulent calls.
The focus of these efforts was on illicit callers but many legitimate businesses suffered the unintended consequences of having their calls labeled as spam or scam or completely blocked altogether. The algorithms used by the analytics engines are constantly updating which means that spam labels can often incorrectly reappear, especially when coupled with poor dialing habits.
Therefore, organizations will benefit greatly by knowing and implementing processes that enable them to avoid the pitfalls that enhance the likelihood that these algorithms incorrectly label their calls as spam or similar nomenclature, leading to greater call success and a positive impact on your organization’s business results.
Coeo’s Recommendations
With an environment that is less clear than most would like, here are the best practices that we recommend organizations implement to maximize the effectiveness of their calling programs.
Ensure you have a quality lead list
List and phone number quality are critical when preparing your calling campaigns because algorithms are constantly evolving. Therefore, you can never guarantee that every call will be label-free.
With that said, here are the steps we recommend you take:
1. Procure New Phone Numbers
- Ensure the carrier has performed a recent CNAM update before procuring new phone numbers.
- Only request phone numbers that have rested between uses.
- Recommended resting period for numbers should be around six months.
2. Consent Management
- Consent must be obtained before contacting customers with an autodialer.
- Consent is also encouraged for manual calls.
- Businesses must acquire explicit, informed permission before contacting consumers.
- Failing to obtain consent can result in fines ranging from $500 to $1,500 per call.
3. Lead Quality
- Consent regulations apply even when purchasing leads from a 3rd party.
- Ensure that the leads you purchase are fresh and of high quality.
- Calling “older” lead lists with wrong numbers or telco advisories impacts your number’s reputation.
- Negative feedback from poor leads affects your number labeling in algorithms.
4. DNC Compliance & FCC Complaints
- Telemarketers must respect Do Not Call (DNC) lists and registries.
- Ignoring DNC lists can lead to being labeled as a scam caller.
- The National DNC registry is part of TCPA enforcement, listing consumers who’ve opted out of marketing calls.
- Contacting someone on the DNC list can result in TCPA fines.
- Consumer complaints about your calls can be filed in the FCC’s Complaint Database, and these complaints are permanent.
Properly Set Up Your Campaigns
After you’ve laid the foundation by creating a quality lead list, obtained consent, and scrubbed your leads against the DNC databases, you’re ready to set your campaign up for success by ensuring you execute using the appropriate discipline to achieve your objectives.
1. One Call Intent = One Phone Number
- Using one phone number for multiple call purposes can cause call intent confusion.
- Mixed call intentions may display incorrectly, leading to complaints.
- This can result in numbers being labeled as spam.
2. Do not rotate phone numbers
- Best practices suggest not rotating phone numbers to avoid spam labels.
- Number rotation requires significant monitoring time and resources.
- It can be costly and lead to negative reputation due to inconsistent history and volume spikes.
- Carriers can detect number rotation, which may increase spam labeling.
- Carriers prefer consistent dialing patterns over time (day-to-day, week-to-week).
- The "standard deviation" of a phone number plays a key role in labeling.
3. Consider Branded Calling or a CNAM update
- CNAM registration and crowdsourced analytics impact your reputation if your name doesn’t match how agents identify themselves.
- Discrepancies can lead to consumer confusion and a negative reputation.
- Lack of CNAM data can cause improper call intent labels to display.
- It’s recommended to request a CNAM update or add Branded Calling to ensure consistent name/brand representation.
Dialer settings to optimize presentation
Now that you’re ready to begin calling, let’s look at a few dialer settings that are important to have to avoid spam labels:
1. Have a Max Attempt Policy
- Avoid over-dialing customers to prevent call labeling risks.
- Limit redialing to no more than 2-3 times per day.
- Do not redial the same number more than once every 4 hours.
- Allow rest periods between contact attempts, based on industry norms.
- Implement a max attempt policy with adequate resting periods to avoid call blocking and labeling
2. Consider the time of day you are calling
- Strive to be better than just compliant with dialing hours.
- Be mindful of calling during late or personal hours outside the typical workday.
- Always ensure calls are made at a respectful and appropriate time, considering time zones.
3. Voicemails are important
- Leaving a voicemail is important for effective communication.
- Voicemail should clearly state the company/brand you're calling on behalf of.
- Include the reason for the call.
- Provide clear instructions if action is required from the consumer (e.g., a call back).
4. Abandonment Rates for Automated Dialers
- Silence followed by a disconnect after a call is answered can confuse and frustrate consumers. This can lead to complaints, such as customers blocking the call.
- Negative reputation and spam labeling may result from such issues.
- For automated dialers, aim to keep the "silent call" threshold around 2% or less, depending on call purpose.
How Coeo Can Help Improve Your Calling Success
Being a compliant and respectful dialer won’t guarantee that your calls will never be tagged as spam. Your dialing practices are the first step to properly managing your calling identity and building a successful customer-centric outreach strategy.
To remove the barriers preventing you from making contact, you’ll need to evaluate your options for a comprehensive call labeling and number reputation management solution, and Coeo has the expertise and experience to help you achieve your Reputation Management objectives.
A successful call delivery program begins with vetting and protecting your identity. We ensure that every phone number you register with us can be verified as a trusted calling source.
Through Reputation Management, we protect your verified identity attached to your outbound phone numbers from improper blocking and labeling at the network level.
If Reputation Management were to enhance your outbound calling efforts and contribute to more frequent contact with your intended targets, enhance your brand, and increase profits and client satisfaction, please contact your Coeo representative click the button below to talk to an expert.
We look forward to discussing this with you
Consent regulations apply even when purchasing leads from a 3rd party
Ensure that the leads you purchase are fresh and of high quality.
Calling “older” lead lists with wrong numbers or telco advisories impacts your
number’s reputation.
Negative feedback from poor leads affects your number labeling in algorithms.
4. DNC Compliance & FCC Complaints
Telemarketers must respect Do Not Call (DNC) lists and registries.
Ignoring DNC lists can lead to being labeled as a scam caller.
The National DNC registry is part of TCPA enforcement, listing consumers who’ve
opted out of marketing calls.
Contacting someone on the DNC list can result in TCPA fines.
Consumer complaints about your calls can be filed in the FCC’s Complaint Database,
and these complaints are permanent.
Properly Set Up Your Campaigns
After you’ve laid the foundation by creating a quality lead list, obtained consent, and
scrubbed your leads against the DNC databases, you’re ready to set your campaign up
for success by ensuring you execute using the appropriate discipline to achieve your
objectives.
1. One Call Intent = One Phone Number
Using one phone number for multiple call purposes can cause call intent confusion.
Mixed call intentions may display incorrectly, leading to complaints.
This can result in numbers being labeled as spam.
2. Do not rotate phone numbers
Best practices suggest not rotating phone numbers to avoid spam labels.
Number rotation requires significant monitoring time and resources.
It can be costly and lead to negative reputation due to inconsistent history and
volume spikes.
Carriers can detect number rotation, which may increase spam labeling.
Carriers prefer consistent dialing patterns over time (day-to-day, week-to-week).
The "standard deviation" of a phone number plays a key role in labeling.
3. Consider Branded Calling or a CNAM update
CNAM registration and crowdsourced analytics impact your reputation if your name
doesn’t match how agents identify themselves.
Discrepancies can lead to consumer confusion and a negative reputation.
Lack of CNAM data can cause improper call intent labels to display.
It’s recommended to request a CNAM update or add Branded Calling to ensure
consistent name/brand representation.
Dialer settings to optimize presentation
Now that you’re ready to begin calling, let’s look at a few dialer settings that are important
to have to avoid spam labels:
1. Have a Max Attempt Policy
Avoid over-dialing customers to prevent call labeling risks.
Limit redialing to no more than 2-3 times per day.
Do not redial the same number more than once every 4 hours.
Allow rest periods between contact attempts, based on industry norms.
Implement a max attempt policy with adequate resting periods to avoid call blocking
and labeling.
2. Consider the time of day you are calling
Strive to be better than just compliant with dialing hours.
Be mindful of calling during late or personal hours outside the typical workday.
Always ensure calls are made at a respectful and appropriate time, considering time
zones.
3. Voicemails are important
Leaving a voicemail is important for effective communication.
Voicemail should clearly state the company/brand you're calling on behalf of.
Include the reason for the call.
Provide clear instructions if action is required from the consumer (e.g., a call back).
4. Abandonment Rates for Automated Dialers
Silence followed by a disconnect after a call is answered can confuse and frustrate
consumers. This can lead to complaints, such as customers blocking the call.
Negative reputation and spam labeling may result from such issues.
For automated dialers, aim to keep the "silent call" threshold around 2% or less,
depending on call purpose.
How Coeo Can Help Improve Your Calling Success
Being a compliant and respectful dialer won’t guarantee that your calls will never be
tagged as spam. Your dialing practices are the first step to properly managing your
calling identity and building a successful customer-centric outreach strategy.
To remove the barriers preventing you from making contact, you’ll need to evaluate your
options for a comprehensive call labeling and number reputation management solution
and Coeo has the expertise and experience to help you achieve your reputation
Management objectives.
A successful call delivery program begins with vetting and protecting your identity. We
ensure that every phone number you register with us can be verified as a trusted calling
source.
Through Reputation Management, we protect your verified identity attached to your
outbound phone numbers from improper blocking and labeling at the network level.
If Reputation Management would enhance your outbound calling efforts and contribute
to more frequent contact with your intended targets, enhance your brand, and increase
profits and client satisfaction, please contact your Coeo representative or call us at 844-
300-2636.
We look forward to discussing this with you
Recommended resting period for numbers should be around six months.
2. Consent Management
Consent must be obtained before contacting customers with an autodialer.
Consent is also encouraged for manual calls.
Businesses must acquire explicit, informed permission before contacting consumers.
Failing to obtain consent can result in fines ranging from $500 to $1,500 per call.
3. Lead Quality
Consent regulations apply even when purchasing leads from a 3rd party
Ensure that the leads you purchase are fresh and of high quality.
Calling “older” lead lists with wrong numbers or telco advisories impacts your
number’s reputation.
Negative feedback from poor leads affects your number labeling in algorithms.
4. DNC Compliance & FCC Complaints
Telemarketers must respect Do Not Call (DNC) lists and registries.
Ignoring DNC lists can lead to being labeled as a scam caller.
The National DNC registry is part of TCPA enforcement, listing consumers who’ve
opted out of marketing calls.
Contacting someone on the DNC list can result in TCPA fines.
Consumer complaints about your calls can be filed in the FCC’s Complaint Database,
and these complaints are permanent.
Properly Set Up Your Campaigns
After you’ve laid the foundation by creating a quality lead list, obtained consent, and
scrubbed your leads against the DNC databases, you’re ready to set your campaign up
for success by ensuring you execute using the appropriate discipline to achieve your
objectives.
1. One Call Intent = One Phone Number
Using one phone number for multiple call purposes can cause call intent confusion.
Mixed call intentions may display incorrectly, leading to complaints.
This can result in numbers being labeled as spam.
2. Do not rotate phone numbers
Best practices suggest not rotating phone numbers to avoid spam labels.
Number rotation requires significant monitoring time and resources.
It can be costly and lead to negative reputation due to inconsistent history and
volume spikes.
Carriers can detect number rotation, which may increase spam labeling.
Carriers prefer consistent dialing patterns over time (day-to-day, week-to-week).
The "standard deviation" of a phone number plays a key role in labeling.
3. Consider Branded Calling or a CNAM update
CNAM registration and crowdsourced analytics impact your reputation if your name
doesn’t match how agents identify themselves.
Discrepancies can lead to consumer confusion and a negative reputation.
Lack of CNAM data can cause improper call intent labels to display.
It’s recommended to request a CNAM update or add Branded Calling to ensure
consistent name/brand representation.
Dialer settings to optimize presentation
Now that you’re ready to begin calling, let’s look at a few dialer settings that are important
to have to avoid spam labels:
1. Have a Max Attempt Policy
Avoid over-dialing customers to prevent call labeling risks.
Limit redialing to no more than 2-3 times per day.
Do not redial the same number more than once every 4 hours.
Allow rest periods between contact attempts, based on industry norms.
Implement a max attempt policy with adequate resting periods to avoid call blocking
and labeling.
2. Consider the time of day you are calling
Strive to be better than just compliant with dialing hours.
Be mindful of calling during late or personal hours outside the typical workday.
Always ensure calls are made at a respectful and appropriate time, considering time
zones.
3. Voicemails are important
Leaving a voicemail is important for effective communication.
Voicemail should clearly state the company/brand you're calling on behalf of.
Include the reason for the call.
Provide clear instructions if action is required from the consumer (e.g., a call back).
4. Abandonment Rates for Automated Dialers
Silence followed by a disconnect after a call is answered can confuse and frustrate
consumers. This can lead to complaints, such as customers blocking the call.
Negative reputation and spam labeling may result from such issues.
For automated dialers, aim to keep the "silent call" threshold around 2% or less,
depending on call purpose.
How Coeo Can Help Improve Your Calling Success
Being a compliant and respectful dialer won’t guarantee that your calls will never be
tagged as spam. Your dialing practices are the first step to properly managing your
calling identity and building a successful customer-centric outreach strategy.
To remove the barriers preventing you from making contact, you’ll need to evaluate your
options for a comprehensive call labeling and number reputation management solution
and Coeo has the expertise and experience to help you achieve your reputation
Management objectives.
A successful call delivery program begins with vetting and protecting your identity. We
ensure that every phone number you register with us can be verified as a trusted calling
source.
Through Reputation Management, we protect your verified identity attached to your
outbound phone numbers from improper blocking and labeling at the network level.
If Reputation Management would enhance your outbound calling efforts and contribute
to more frequent contact with your intended targets, enhance your brand, and increase
profits and client satisfaction, please contact your Coeo representative or call us at 844-
300-2636.
We look forward to discussing this with you.
