November 3, 2021

How to Ensure Success with Your Contact Center

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How to Ensure Success in Your Contact Center

Contact center management has changed over the last few years in response to public opinion and FCC regulations. Consumers now have more control over the calls they receive or accept. They commonly block calls from unknown numbers or those labeled as potential scams or spam. And while this control is generally positive, it makes success more difficult for contact centers due to unfair flagging.

Fortunately, you can take proactive steps that will raise your call connection rate and make it easier to reach your consumer base. You need to take daily action to maximize your agents’ sales potential while staying STIR/SHAKEN compliant. 

Be Proactive and Audit Your Numbers Daily

Instead of managing this issue alone, you should use a professional service to help keep your calls complaint. Caller ID Reputation offers you a platform to easily monitor your numbers for carrier flags. Your agents can then concentrate on sales campaigns instead of wasting their valuable consumer-contact time checking numbers.

Monitor, Manage, Mitigate

In addition, Caller ID Reputation provides comprehensive health monitoring of your company’s outbound calls and call connections. You will be able to identify and correct problems before they result in flagging and cut into your company’s profits. We help you follow the 3M strategy of contact center productivity: Monitor, Manage, Mitigate. 

Identify Which of Your Numbers Are Flagged

One essential step is to identify which of your phone numbers have flags so that you can take action to have the flags removed. The action you take to “clean” the number will depend on how many flags a number has.

Flags are a little like house pests: once you see one flag, you will likely see more flags within the next 48 hours. The more flags a number has, the longer it will take to clean that number. That’s why you need to practice daily number monitoring so you can catch the problem early.

Your goal should be to give each of your numbers an excellent reputation by following solid dialing practices. Constantly following best practices keeps your campaigns running smoothly. In addition, swap out your numbers regularly for high volume campaigns to avoid dialing to heavily on a particular number.

Register Your Numbers With the Resources Provided in the “Carrier & App Remediation” Section

The Caller ID Reputation dashboard contains a list of resources for carrier and app information. You can help keep your numbers clean by registering them with carriers. In addition, this section contains contact information for call blocking apps to dispute erroneous flags.

Carriers and apps do not remove flags overnight, but when you register your numbers, you get the process started. Once you sign up, continue to follow proper dialing practices and monitor the flagged numbers until you see the flags are removed. 

Registering your numbers does not whitelist them or establish that they are legitimate, but it does add an extra layer of protection between your numbers and flagging. You should also consider removing the flagged numbers from your call rotation until you see that the flags have been removed. Continued use will only harm your business. 

Taking a number out of the your dialing cycle is the best way to ensure the number does not get further flags. Typically, it takes 60 – 90 days for flags to fall off a number.

Follow Proper Dialing Practices

To ensure success, begin each call campaign by following the rules. Proper dialing practices help prevent complaints by consumers and flagging by carriers. You need to carefully train your agents to consistently follow good practices to prevent harm to your company’s reputation. These practices include: 

  • Limiting Outbound Volume: Don’t exceed 150 calls per day on a single phone number. Anything over this threshold will convince carriers that you are a robocaller and lead to your numbers getting flagged at a high rate.
  • Increase the amount of Direct Inward Dialing (DIDs) you have depending on the number of outbound calls you make per day. Too many calls on a single DID will send red flags to carriers. 
  • Consistently rotate your numbers to ensure you don’t over-dial on a single DID. Overdialing frequently leads to negative labeling by carriers.
  • Always follow TCPA Regulations (Telephone Consumer Protection Act).

Carriers will flag your numbers if you violate regulations. Avoid the following:

  1. Large bursts of calls in a short timeframe (prevent using automatic dialers that operate this way).
  2. Low average call duration
  3. Low call completion ratios
  4. Choosing the wrong time of the day (Before/After Business Hours)
  5. Suspicious location ID

Until your numbers are “unflagged,” use them only for inbound calls. Continuing to use them for outbound calls will only damage your contact center’s reputation.

Make sure your agents only call good leads. Do not contact people who are on the DNC List because that will get your number reported and flagged. 

Only Purchase Numbers From STIR/SHAKEN Compliant Suppliers

The industry’s implementation in 2021 of STIR/SHAKEN (Secure Telephony Identity Revisited/Secure Handling of Asserted Information Using Tokens) has made constant vigilance a necessity for contact centers. Regulators designed this technology framework to reduce fraudulent robocalls and illegal phone number spoofing. While it has been effective, it’s also caused issues for calling campaigns. Too often, carriers are labeling legitimate operations as spam or scam.

Sadly, many clients purchase numbers only to find that carriers have already flagged them, a costly and time-consuming problem to fix. You will increase your company’s effectiveness by choosing a carrier that is STIR/SHAKEN compliant. By doing so, you will avoid wasting money on “bad” numbers, which are often recycled and resold frequently. 

Working with platforms and carriers like Telnyx, a STIR/SHAKEN compliant operation, and passing identity headers such as A-Level Attestation, will eliminate much of your flag problem. Failure to stick to safe numbers will simply multiply your consumer woes and adversely affect your agents’ productivity.

How to Check if Your Carrier Is STIR/SHAKEN Compliant

Fortunately, you can check on your carrier’s status quite easily. Simply find compliant carriers by using the Robocall Database. Visit this FCC site and look to see their implementation status. You want to work with those companies that have fully implemented the framework.

Strive for A-Level Attestation From the STIR/SHAKEN Regulations

A-level attestation establishes the legitimacy of your numbers. To determine attestation, the originating telephone service provider checks the call source and the calling number to determine the validity of the calling number. They then rank this attestation as either A, B or C depending on the following criteria:

  • Full Attestation (A) — The service provider has authenticated the calling party and found that they have authorization to use the calling number. For instance, a subscriber who has registered with the originating telephone service provider’s soft switch will receive an A level.
  • Partial Attestation (B) — The service provider has authenticated the call origination, but cannot verify the call source has authorization to use the calling number. A telephone number behind an enterprise PBX would receive this ranking.
  • Gateway Attestation (C) — The service provider has authenticated from where it received the call but cannot authenticate the call source. A call received from an international gateway would receive this ranking.

Protecting your company’s reputation means paying close attention to every detail, including attestation levels. 

Vigilance Starts With Reputation Monitoring

Contact center success depends on remaining STIR/SHAKEN compliant. Consumers and carriers are watching for robocalls, number spoofing and other scams and spam. You must remain vigilant about every aspect of your dialing practices and number usage.

For instance, poor number monitoring will mean continued use of flagged numbers, a problem that leads to more flags, poor sales numbers and a bad company reputation. Only daily monitoring and a quick response can mitigate unfair flags. 

At Caller ID Reputation, we provide the tools you need to stay STIR/SHAKEN compliant and increase the return on your sales campaigns. We understand contact center challenges, particularly in this climate of increased regulation. Contact us now for a free trial and see how our dashboard helps you follow current regulations. Your business cannot afford to appear as an untrustworthy call source.