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With the popularity of mobile phones, scam calls to mobiles have increased. While some telecom networks and app developers are working on caller ID detection tools to highlight potential SPAM calls.
One potential downside of these new caller ID tools is that if you use a dialler, your number might show up as "scam likely", especially if you're calling mobile phones. The American population is about 80% smartphone owners, and about 96% own some type of mobile phone so it’s important that your calls reach them.
To combat spam and scam calls, many carriers have adopted new technology. This technology has to ability to flag numbers as "spam risk" or "scam likely." When a caller ID displays the flags from other recipients, the recipient can decide whether to answer.
Until the governments and telephone network providers implement a system to clear up your scam caller ID, it's best to make sure that you are dialling correctly to avoid getting flagged.
You can block outbound calls from your mobile phone by blocking numbers in an app or by the phone carrier if you are making too many calls. If a consumer or a carrier blocks your number, it can create problems for your company as well.
Carriers monitor call activity and can flag numbers that are repeatedly making calls, in order to reduce the number of robocalls. If a single number is making more than X calls a day, or a certain amount for the week, the carrier can identify this activity as not originating from human dialling.
You can avoid this type of flag by ensuring the dialler you are using is configured correctly. Using the wrong type of dialler, like a power dialler, can cause your number to make more outbound calls to connect. While an agent may only speak with one to two leads per hour, their phone may only be dialling three or four times.
Switching out your DIDs throughout the day helps to ensure that you are not raising a flag for suspicious activity.
Mobile carriers monitor your behaviour by using different strategies, and their strategies are not fully publicly available. Having a few different numbers, you can swap out may reduce the carrier flag over time, but this won't always work.
You can reduce the risk of being flagged by carrier when you use call blocking apps, but you are ultimately at the mercy of the caller. If a person is having a bad day, or if an agent has a bad interaction with them, they may put your number on the carrier blacklist.
A phone number will only receive one block before being flagged. However, if a phone number is placed on the blacklist more than once, your number will be labelled as either a nuisance call, spam call or a scam likely.
Typically, only your carrier has access to your number. If you have been flagged as a "scammer" on some app, you will get blocked by that service. The fragmentation of this data means not everyone who sees the flag will do so.
To avoid any appearance of being a spammer, you should always be ethical and use scripts during phone conversations.
It's possible that your numbers will get spoofed and you'll be blocked. Scammers might place the number in a spam list or consumers who don't like your brand may make negative remarks.
If you suspect that a call is a scam, answer with caution. This can decrease the trust of your existing customers and make your number show up as suspicious when it's not.
Industries that rely on time-sensitive information such as healthcare or education will be most negatively impacted. If you are unable to relay appointment information or financial aid deadlines, your organization may run into problems.
Unfortunately, there is no clear way to dispute a call and have it removed. However, the carriers are looking out for the protection of consumers, not entrepreneurs. Businesses can contact the carrier or call blocking app to dispute a flag, but this often only causes communication issues without any success.
Don’t let your flagged numbers affect your business by pulling them from your system. Maintaining the status of these numbers will keep your usage from flagging again. It’s recommended to have multiple DIDs available for swapping throughout the day or between calls to avoid future problems with numbers being flagged.
Dial yourself from your numbers often helps ensure you aren’t dialling from flagged numbers. While you may not be able to avoid getting a flagged number, you can swap out your numbers once they’ve received flags. Getting a few flags won’t automatically yield a “scam likely” caller ID, however the more flags your number receives increases the likelihood of this.
To avoid interruptions caused by a number being flagged as a scam, high volume call centers should be taking certain steps. They should
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