January 10, 2024
How Do Call Intent Labels Affect Your Business?
Consumers are wary of scam calls, which are designed to trick them out of money or personal information. While those calls are the most upsetting, they also want to avoid answering nuisance calls. These calls are infamous for interrupting important meetings, waking you up early in the morning, or just wasting your time. Analytics engines and carriers introduced call labels to inform their customers of a call’s potential intent to address these spam and scam issues.
Call labels were not meant to be purely negative. They include caller ID information such as “survey” or “political”. Still, some consumers prefer not to answer calls labeled this way. However, many consumers are more likely to answer calls that display accurate caller ID information. Call intent labels can be a positive influence in the call center industry.
Call Labels vs Flagged Calls
Contrary to popular belief, call labels are not inherently negative. In contrast, “warning labels” indicate flagged phone numbers. These are numbers that consumers are probably not going to answer, so these flags are quite negative. Carriers will flag your number if they decide it is a robocall or other illegitimate call.
They may determine these flags based on the number of complaints they receive about the caller from consumers. They also consider the caller’s dialing behavior. For instance, they will note organizations that place too many calls from the same number during the course of a day. They then use algorithms to determine if the number deserves to be flagged as a suspect call.
Consumers rarely answer flagged calls, so your business will suffer if your campaigns include these numbers. Labels are not necessarily a problem. Flags always are.
Carrier Fragmentation Creates Inconsistencies
Call labels are not uniform, which causes unnecessary misunderstandings. They can vary greatly between carriers and call-blocking apps. Some companies display different types of intent labels while others may not display a call label at all.
Common intent labels include:
- Debt Collection
These labels may seem clear-cut, but carriers tend to use them differently, which can adversely affect your business. Those companies using more sophisticated call screening technology may display more specific and accurate labels such as “survey” and “non-profit”, allowing consumers to make informed choices about answering calls.
Sadly, not everyone uses this technology, which has led to healthcare appointment reminders being labeled “unknown” and your merchant’s callback being labeled “telemarketing”. In these scenarios, your company and the consumer suffers.
Mislabeled Calls Can Damage Your Business
Consumers can agree that there are three things they don’t want to see on their phones:
- Warning labels
- Nuisance intent labels
- No caller ID information
These three caller ID displays will severely limit answer rates among leads and existing customers. Call recipients are highly suspicious of incoming calls these days and need to feel completely comfortable before they will answer their phones. A negative, mislabeled, or missing caller ID indicates that they have no previous relationship with the caller. Most people then assume it is a robocall or some other type of illegitimate call. Then your answer rates suffer as do the company profits.
Device Cloud Audits Your Caller ID in Real Time
Constant and accurate caller ID monitoring is the best way to identify and correct erroneous caller ID information. Caller ID Reputation has the knowledge and technology to give you a clear picture of how your calls are displayed to consumers.
Our Device Cloud service allows you to audit your caller ID display across real devices and networks. You receive screenshots of exactly what consumers see when you call. This process can identify inconsistencies with how your caller ID is displayed to various consumers. Using Device Cloud alerts you to any issues and allows you to take immediate steps to remediate mislabeled calls. You can then expect your answer rates to improve while you protect your company’s reputation.
Redressing Erroneous Call Intent Labels
Identifying labeling issues is only the first step. Once you have the necessary data, your company needs to aggressively work to remediate erroneous call intent labels with carriers or analytics engines. After identifying which networks are experiencing these issues, reach out to the appropriate parties so they can help remove these labels.
While many entities are involved, Caller ID Reputation has the resources necessary to help submit these redress requests for your business. You may need to contact the FTC in addition to a number of private call-blocking companies such as NOMOROBO and Robokiller. Of course, you should also deal with the carriers who are delivering inaccurate intent labels, such as AT&T, Sprint, T-Mobile, etc.
Build Trust Through Proper Dialing Habits
Remember to identify the other reasons your calls are being flagged. Examine your call practices, agent interactions, potential call spoofing, and lead lists. Correct poor dialing hygiene before redressing issues with the carriers, FTC, and blocking services. Call intent labels are not negative when they are accurately used and continually monitored. They can be an asset to your company.