When contact centers purchase numbers to run operations they assume that they come clean. The reality is that oftentimes companies neglect the fact that numbers have no way to be vetted by the consumer so if it is a number they don’t recognize it’s possible they’ll flag it. The more these numbers get flagged the higher the likelihood of it showing up as a “scam likely” number.
Using numbers with negative history will result in damaging effects on the growth and productivity of any business.
Consumers Prefer Phone Calls
Research shows that phone calls are the top channel of choice for consumers when it comes to discussing issues, resolving problems, and conveying sensitive information. The email has become too risky for consumers due to the severity of cyber threats in this day and age.
Scammers are beginning to adapt their approach and are now compromising the telecommunications environment. They are finding ways to scam consumers by spoofing numbers, spamming, and running elaborate SMS fraud.
In 2019 nearly 6 billion robocalls flooded the devices of US consumers. It is extremely important to understand the resilience of your numbers in the rapidly changing telecommunications climate.
All of these scam tactics link to a number which could very well be one that you just purchased and are having your agents use regularly. If this is the case then it is safe to assume that the number is showing up as “Scam Likely”.
Immediate Implications Of Using A Number That Is Already Flagged As “Scam Likely”
- Damaged Reputation
- Decreased Agent Efficiency
- Lower Customer Satisfaction
- Lower Contact Rates
- Increased Operational Cost
The Truth About Flagged Numbers
The marketplace for Direct Inward Dialing (DID) numbers is becoming increasingly limited. Companies are left with no option but to recycle numbers that have already been worn down by other companies.
There is no telling what percentage of the numbers sold to contact centers have already been labeled “scam likely”. The truth is that many businesses release flagged numbers that no longer work for them and these numbers often make their way back to the inventory of numbers sold to other contact centers.
A number with a bad reputation can make its way through several companies without detection. However, there are some things that can be done to prevent your business from falling victim to compromised efficiency.
How To Avoid Flagged Numbers For Your Call Center
Make sure that you are always taking the necessary steps to enhance the efficiency of your contact center. There are certain dialing practices that can decrease your chances of being flagged, but here are some immediate ways you can identify compromised numbers:
Always Check For Flagged Numbers
Anytime you acquire a new batch of DIDs make sure that you account for there to be a few flagged numbers in there. Checking for flags has been made simple by intelligent scanning software and is the most sure-fire way of optimizing the efficiency of your contact center.
You are also able to view a complete breakdown of how your numbers are registering across the entire spectrum of call blocking apps. This information allows you to make decisions on which numbers to use based on the flagging history.
Consider Buying Numbers From A Different Carrier
If your DIDs provider sends you flagged numbers, then you should consider buying phone numbers from a different provider. Carriers can take steps to clear phone number reputations when companies start using them. If the carrier cannot remove flags from certain numbers, then it should not sell the tainted DIDs to your call center.
Purchase More Numbers Than You Think You Need
Since you know that your next batch of DIDs might contain a few flagged numbers, you should purchase more phone numbers than you think you need. If your call center plans to use 100, you might want to purchase 120. Having extra DIDs means you can run your call center at full capacity even if some of the numbers you get are flagged. It’s like insurance that protects your business from the adverse effects of bad numbers.
Monitor Your Numbers To Maintain A Good Reputation
Unique software like Caller ID Reputation allows you to monitor your numbers daily. Thus allowing the ability to gauge the strength of your outbound capacity and adapt your dialing strategies accordingly. Flexibility in number monitoring is a proven catalyst to maximizing the potential of your contact center.
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.
Rotate Your Phone Number Pools to Avoid Flags
If you use the same phone number to contact customers in an area code, you increase the chance that someone will flag or block the number. Instead, get several clean numbers for each area code and rotate them.
Flags do not only come from consumer reports. Carriers can automatically flag a number if it is dialing more frequently than humanly possible. The more often you rotate numbers, the likelihood of receiving carrier flags decreases. Ideally, you shouldn’t use the same number more than 50 times per day. Any amount over 50 will eventually get the number flagged as spam.