Having your outbound calls labeled as spam can damage your brand’s image and can lead to being blocked by telecom providers. To help you navigate this challenge, we’ve compiled four strategies for outbound call center spam prevention.
Common Sense Spam Prevention Tips
1. Define an Outbound Management Plan and Adhere to the Results
The first step in preventing spam allegations is to develop a comprehensive outbound management strategy & plan and adhere to the results. By adhering to the plan guidelines created, you’ll be able to track, adjust and continue testing what works best for your call types and for the industry that you are in. This can’t be a ‘set and forget’ approach.
2. Monitor and Manage Brand Identity
One common tactic used by spammers is to spoof the brand to hide their identity. It is essential to display and track your Brand Identity in today’s environment because people are leery of answering calls without a company name associated with the call. Additionally, you should regularly monitor your Brand Identity settings to ensure it’s coming across as defined in your Outbound Management Plan. However, your Brand Identity efforts can all be for naught, if your number is labeled or blocked. Labeling and blocking issues are common regardless of industry unless a call center employs the use of proactive technology like live number testing. This type of testing is performed by the Number Guard solution by making calls through multiple carrier networks to actual wireless phones, capturing detailed data and screenshots of how a number’s brand identity appears to consumers.
3. Educate and Train Your Dialer Management Team
Your outbound dialer management team is your first line of defense against spam allegations. Providing comprehensive training on the phone number management strategy and plan can help prepare your team to handle outbound calls responsibly assists with outbound call center spam prevention.
4. Maintain a Clean and Updated Calling List
Spam algorithm models take into consideration crowd-sourced data utilizing their mobile apps. So, regularly updating and maintaining your calling list is essential for outbound spam prevention. Remove any contact numbers where the customer has opted out and based on industry, ensure that you are removing any numbers on the do-not-call list and the National Do Not Call Registry. This way, you’ll eliminate some of the crowd sourced data that can potentially mark your outbound number as spam. So, be considerate and respect the consumer’s wishes when calling.
By implementing these four common sense strategies, you can reduce the risk of the dreaded spam label and build trust with your audience. However, remember that spam prevention is not just about following regulations—it is about having trusted partnerships with telephony companies like Number Sentry that use the latest technology to enhance your center’s success rates. If you are concerned about your outbound call center spam prevention methods and your outbound call center’s numbers are too often being blocked or mislabeled, maybe it’s time to find a solution. Contact the Number Sentry team for a no-obligation demo.
