Spam phone calls have become a tiresome and potentially risky problem for consumers. To combat the overwhelming volume of these nuisance calls that consumers receive, telephone companies frequently flag calls that may be spam and alert call recipients by including a warning like Potential Spam or Scam Likely on caller ID.

However, telecom companies frequently make mistakes, causing spam labels to be applied to legitimate outbound calls, creating significant challenges for the business. Calls labeled as spam are often ignored by recipients, preventing businesses from connecting with customers. For businesses that rely on phone calls for sales, support, and outreach, this mislabeling can lead to lost revenue, a damaged reputation, and inefficient operations.

To prevent or fix a phone number flagged as spam, businesses must adopt phone number management technologies for monitoring, managing, and repairing the reputation of their corporate calling numbers.

The Problem of Spam Calls

Spam phone calls have become an enormous nuisance for consumers, and at times a potentially dangerous threat. A spam call is any unsolicited or unwanted phone call that’s typically made for fraudulent, misleading, or aggressive sales purposes. Spam calls may be robocalls that are made by automated systems, or calls placed by individuals attempting to deceive, harass, or sell products and services over the phone. While some spam calls are simply annoying telemarketing efforts, others pose serious risks such as scams designed to steal sensitive information or money.

Why Is a Phone Number Flagged as Spam?

A phone number can be flagged as spam for a variety of reasons, many of which are unrelated to malicious intent. The most common factors include:

  • High Call Volumes Businesses making a large number of outbound calls, especially within a short timeframe, can trigger spam filters. Even legitimate calls may be flagged if the volume appears excessive or unusual to analytics systems.

  • Calls to Unanswered Numbers Frequently calling customers who do not answer can raise red flags with carriers and call analytics platforms. High rates of unanswered calls are often associated with robocalls or unsolicited telemarketing.

  • Lack of Customer Consent Calling individuals who have not provided prior consent or opted in to receive calls from your business increases the likelihood of complaints and phone numbers flagged as spam.

  • Customer Complaints Recipients reporting a call as unwanted can lead to a phone number flagged as spam. A single complaint may not trigger a flag, but multiple complaints over time can harm a number’s reputation.

  • Spoofing by Fraudsters Scammers may use a legitimate business number in spoofing schemes to deceive recipients. If these spoofed calls are flagged as spam, the real business’s number can also be flagged, even though it wasn’t responsible.

  • Patterns Associated with Robocalls Call analytics systems monitor call patterns, such as short call durations, high volumes of unanswered calls, or repetitive calls to the same numbers. These patterns can resemble those of robocallers, leading to a misclassification of legitimate calls as spam.

  • Use of Inconsistent Caller ID Failing to display accurate or consistent caller ID information can reduce trust in your calls. Telecom companies are more likely to flag numbers with vague caller ID labels or a less-than-stellar caller ID reputation.

  • Calls at Inappropriate Times Repeatedly calling during non-business hours or at times people consider intrusive can result in complaints and spam flags. Customers may view these calls as disruptive or unprofessional.

  • Outdated Contact Lists Calling outdated or incorrect numbers, particularly those reassigned to new users, increases the chances of reaching recipients who do not recognize or expect the call, leading to potential flags.

The Impact of a Phone Number Flagged as Spam

When a business has a phone number marked as spam, the consequences can be far-reaching and detrimental to operations, reputation, and customer relationships.

  • Reduced Call Answer Rates Calls labeled as “Spam Risk” or “Potential Fraud” are often ignored by recipients. This means fewer opportunities to connect with customers.
  • Missed Sales Opportunities For businesses relying on outbound calls to drive revenue, spam labeling can severely impact sales efforts. Potential leads may never engage, leading to lower conversion rates and missed revenue.
  • Delayed Customer Support If customers avoid answering flagged calls, support teams may struggle to resolve issues promptly. Delays in communication can frustrate customers and harm their overall experience.
  • Damaged Business Reputation A spam label creates a perception of untrustworthiness, even if the flagging was unintentional. Customers may associate the business with unethical practices or assume the company is unprofessional.
  • Increased Customer Complaints Customers receiving flagged calls may report the issue, creating additional complaints and further damaging the business’ reputation. This can also lead to escalations that consume time and resources.
  • Operational Inefficiencies Flagged numbers may require businesses to spend significant resources investigating the cause, disputing the label, and finding alternative ways to communicate with customers.
  • Higher Costs for Alternative Communication Businesses may need to rely on other channels, like email or SMS, which can be less effective or more expensive for certain types of communication. These additional costs can add up quickly.
  • Long-Term Revenue Loss The combination of missed connections, reduced sales, and damaged reputation can result in substantial long-term financial losses.

How to Prevent Business Numbers from Being Flagged

To minimize the risk of business phone numbers flagged as spam, companies must take proactive steps to improve their phone practices and maintain the legitimacy of phone interactions.

  • Use Caller ID Authentication Implement technologies like STIR/SHAKEN protocols to ensure your number is properly authenticated. This prevents spoofing and demonstrates to carriers and customers that your calls are legitimate.
  • Monitor Call Practices Avoid making excessive outbound calls in a short period and ensure calls are made during appropriate hours. Businesses should also rotate numbers for high-volume calls to avoid overusing a single line.
  • Maintain Accurate Customer Data Ensure your call lists are up-to-date and that customers have consented to be contacted. Calling numbers that are no longer valid or associated with uninterested recipients increases the likelihood of complaints.
  • Be Transparent and Provide Context Use proper caller ID information or a call branding service that provides recipients with more information about the call, including your business name, logo, and reason for calling. Customers are more likely to engage with calls they recognize and understand.
  • Monitor Number Reputation Use phone number reputation services to check your number’s reputation regularly. Early detection of spam labeling can help you address the issue before it escalates.
  • Educate Your Team on Best Practices Train your employees on the importance of maintaining professional call etiquette and avoiding behaviors that may lead to complaints. Proper communication and timing can significantly reduce the risk of being flagged.
  • Register Your Number with Call Authentication Databases Many carriers and analytics providers maintain databases of verified business numbers. Registering your number ensures it is recognized as legitimate and reduces the chance of mislabeling.

How to Fix a Phone Number Flagged as Spam

If your business phone number has been flagged as spam, it is essential to take immediate action to resolve the issue. Here are key tactics to fix the problem:

  • Contact Your Carrier or Analytics Provider Reach out to your phone carrier or the call analytics company that flagged your number. Many providers have established processes for disputing spam flags and reviewing the legitimacy of flagged numbers. Provide evidence, such as call logs, to demonstrate your number’s proper use.
  • Submit a Dispute Form Some analytics providers and carriers offer online forms to dispute spam labeling. Filling out these forms with accurate information about your business and call practices can help expedite the review process.
  • Work With a Reputation Management Service Some companies specialize in monitoring and improving the reputation of phone numbers. These services can provide insights into why your number was flagged and offer strategies to rebuild its credibility.

SecureLogix: Call Trust, Authentication, and Security Solutions

SecureLogix is the only company offering a single, unified solution set for the full range of security and trust issues that threaten enterprise voice networks. For over 20 years, we have been a trusted partner to clients as they navigate the rapidly shifting landscape of threats to call trust and security. Today, with proven technology and the most skilled team in the industry, we monitor and protect some of the world’s largest and most complex contact centers and voice networks.

SecureLogix Reputation Defense™ Call Number Management Service

Reputation Defense™ helps remove fraud/spam labeling attached to your enterprise call numbers, effectively restoring your phone number reputation. Our service also provides ongoing monitoring to maintain a healthy status by preventing your phone numbers from being flagged as spam.

Reputation Defense™ collaborates with wireless carriers and analytics vendors to provide a solution that registers, vets, and maintains healthy scores associated with your telephone numbers.

Key Benefits

  • Proactively Manage Your Reputation This SecureLogix solution provides rigorous phone number reputation monitoring and management to prevent fraudulent use of your corporate calling numbers.
  • Improve Answer Rates Increase call answer rates with higher outbound call trust levels, enabling better communication with customers.
  • Consolidate Reputation Efforts Reputation Defense™ collaborates with all major service providers and analytics vendors to clean the reputation scores of your outbound calling numbers and ensure they are not labeled as spam, fraud, or scam.

Comprehensive Outbound Call Trust Services

In addition to Reputation Defense™, SecureLogix offers a complete portfolio of solutions designed to improve trust and call answer rates. Additional solutions include:

  • SecureLogix TrueCall™ Spoofing Protection Service Identify and block spoofed calls attempting to impersonate your brand by using your corporate calling numbers.
  • SecureLogix® Contact™ Call Branding Service Increase call answer rates with branded caller ID services, providing a rich call display that shows recipients your full corporate name, logo, reason for the call, and other trust verifications.

FAQ

Q: Why was my business number flagged as spam?

Your number may have been flagged because of high call volumes, customer complaints, or misuse by fraudsters engaged in spoofing. Call analytics systems may also mislabel legitimate calls if they resemble the patterns associated with spam calls.

Q: How can I check if my number is flagged?

Many carriers and call analytics providers offer tools to check your number’s status. Monitoring platforms can also help you track your number’s reputation.

Q: Can I remove the spam flag from my number?

Yes, you can dispute the spam label with your carrier or the analytics provider. You’ll need to provide evidence that the use of your number is legitimate, and you may need to adjust your call practices to avoid future issues.

Q: Does STIR/SHAKEN help prevent spam flags?

Yes, STIR/SHAKEN validates your number’s legitimacy, reducing the likelihood of it being flagged as spam. It also protects your number from being spoofed by fraudsters.

Q: How long does it take to fix a flagged number?

The timeline varies depending on the carrier or analytics provider’s process. Resolving the issue may take days to weeks, depending on the complexity of the case.

Q: Will changing my number solve the problem?

Changing your number can be a quick fix but may cause confusion or disrupt communication with existing customers. Addressing the root cause of the spam flag is a better long-term solution.

Q: Can flagged numbers affect outbound call campaigns?

Yes, flagged numbers reduce answer rates, making outbound campaigns less effective. This can impact sales and customer outreach efforts.

Q: What are the benefits of monitoring my number’s reputation?

Regular monitoring helps you detect issues early, address spam flags promptly, and maintain trust with your customers.

Additional Reading