June 26, 2024

Why Phone Number Reputation Auditing Is Essential

Why Phone Number Reputation Auditing Is Essential

A healthy phone number makes it much easier for organizations to reach consumers through outbound dialing campaigns. Unfortunately, bad actors have severely damaged the public’s trust in phone calls, especially when they come from unknown numbers or numbers with negative call labels, such as “Fraud,” “Scam,” and “Scam Likely.”

Phone number reputation auditing allows you to find harmful call labels and other problems that prevent your representatives from connecting with leads. The sooner you know about the issue, the sooner you can address it and improve answer rates.

What Is a Phone Number Reputation Score?

Carriers calculate phone number reputation scores to categorize numbers and protect consumers. For example, if your number has a low reputation score with a carrier, people using that company’s services might see “Spam Likely” on their caller ID screens when you call them.

Following best practices can help improve your phone number score. Some of those practices include registering your numbers’ CNAM data, pruning numbers on the do-not-call database from your lead lists, and reviewing your KPIs to avoid issues like high abandonment rates.

What Are Call Labels?

Call labels are pieces of information which carriers display on caller ID screens when you place a call with your outbound numbers. They tend to fall into the “intent label” and “warning label” categories.

Intent Labels

Intent labels help people know why they’re receiving a call from your number. For example, an intent label that says “Account Services” lets consumers know you’re calling about an issue related to accounts with your organization. Other common intent labels include “Survey,” “Telemarketing,” “Healthcare,” “Public Services,” “Debt Collection,” and “Political.”

While intent labels don’t necessarily encourage each person to answer your call—after all, someone might intentionally avoid calls from your debt collection team—they help instill trust among the public.

Warning Labels

Warning labels tell the public to think twice before answering a call. Common warning labels include “High Risk,” “Nuisance Likely,” and “Potential Fraud.”

Carriers and third-party apps use dialing behavior and customer feedback to determine whether numbers deserve warning labels. If thousands of people report calls from a specific number, there’s a good chance other consumers should take caution when they get calls from the same number.

It’s important to recognize that carriers and third-party apps can apply warning labels inaccurately. However, this typically happens when organizations don’t use outbound dialing best practices. For instance, a group of pushy salespeople from a legitimate company might sound like they’re trying to scam consumers.

A phone number monitoring service would help you notice the inaccurate warning label, uncover why you received the label, and take the appropriate actions to remediate harmful behavior.

Phone Number Monitoring Services

Monitoring key performance indicators (KPIs) can help you determine when a warning label or other issue prevents your representatives from reaching leads. However, that approach often takes a long time because you need to collect and analyze a lot of data before you can spot suspicious patterns.

Even when the data shows that your number probably has a warning label attached to it, you don’t know for certain. You can only suspect.

Proactive phone number monitoring services remove doubt so you know whether dialing issues, phone number flags, or caller ID spoofing has damaged your number’s reputation.

Once you identify the issue and its cause, you can take steps toward remediation.

Fix Spam Labels With Call Remediation

Call remediation gives you an opportunity to remove inaccurate spam and other warning labels. When you know what’s causing the warning labels, you can change behaviors to meet industry standards. It could take weeks or months before carriers and third-party apps notice your improved dialing behavior and update their labels.

Alternatively, you can remediate issues and reach out to carriers and third-party apps to have your label redressed. Unfortunately, redressing can also take a lot of time and effort. You might need to contact several companies, provide evidence that you’re not using numbers for malicious reasons, and demonstrate that you have a plan to adjust dialing behaviors that raise flags.

Caller ID Reputation’s Managed Services provides these services for your business, alleviating the legwork involved in redressing your numbers.

Audit Caller ID Accuracy With Device Cloud

Caller ID Reputation’s Device Cloud solution provides more transparent, streamlined processes that help you remove warning labels and connect with more of your leads.

Device Cloud uses popular smartphone models connected to all major carriers. As a client, you will receive real screenshots that show you what caller ID screens display when you call people. If some of your numbers have warning labels, you will know immediately. Device Cloud will even send you an alert when it finds call warning labels attached to your numbers.

Caller ID Reputation has helped organizations identify more than 45 million flags, helping clients manage their brand reputations and achieve higher levels of success.

Contact Caller ID Reputation today to learn more about how its solutions can benefit you.