Recommendations and Best Practices for Maintaining a Positive Caller Reputation

Modified on: Tue, 23 Jul, 2024 at 7:44 AM

Maintaining Consumer Trust and Reputation in Voice Communication

Ensuring trust in the voice communication channel is critical for maintaining effective engagement with consumers. They expect personalized and wanted communications while also being protected from spam and unwanted calls. This guide outlines best practices to help safeguard your caller reputation and avoid calls being flagged or blocked.

Why Does Caller Reputation Matter?

As part of ongoing efforts to reduce unwanted calls, many carriers and analytic providers now implement measures to screen or block calls. These actions often lead to legitimate business calls being blocked, which can make it difficult to reach customers. A positive caller reputation can help mitigate these issues, increasing the likelihood that your calls will be answered. Below, we share recommendations and best practices to minimize the chances of your calls being flagged as spam and to ensure they’re delivered successfully.

Trust Centre

LC Phone provides the Trust Centre, a valuable resource for businesses to engage with customers and build trust within the telephony ecosystem. By registering through the Trust Centre, you can enhance your voice call deliverability and increase your call answer rates. The Trust Centre allows customers to register their business profiles, including Know Your Customer (KYC) information, to further improve trust.

• SHAKEN/STIR: This protocol helps increase trust in your calls by displaying a trust indicator like “Caller Verified” on the recipient’s phone.

• Caller ID Name (CNAM): This service allows you to display your business name on the recipient’s phone, improving recognition and reducing the likelihood of your calls being marked as spam.

For detailed information, refer to our support article on these features.

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Telemarketing and Advertising Requirements & Best Practices

If you’re using LC Phone’s services for telemarketing or advertising calls, it’s important to follow the industry best practices and telemarketing regulations to reduce risks such as being penalized by CPaaS providers, carriers, or third-party analytics providers.

In cases where your use case requires deviation from these guidelines (e.g., for a recruiting website or debt collection), document your practices clearly on your website.

1. Compliance with Regulations

a. TCPA and Truth-In-Caller ID Compliance (US only)

• Telemarketing Calls: Requires prior express written consent from the recipient.

• Informational Calls: Requires prior express consent.

TCPA violations can result in strict penalties, even if the caller had no intent to violate the rules.

b. Time Restrictions (TSR requirement)
Telemarketers must adhere to a schedule that prohibits calls between 9 PM and 8 AM (local time). Some states may have stricter rules.

c. Repeated Calls
Engaging in repetitive or harassing phone calls is prohibited under the TSR (Telemarketing Sales Rule). Limit calls to no more than 2 calls per day and no more than 5 calls per month to a single number.

d. Call Content
Additional disclosure requirements may apply, especially if the call involves accepting sales orders or charitable contributions. Calls must not contain fraudulent or abusive content.

e. Reassigned Numbers Database
It’s essential to check called numbers regularly against the Reassigned Numbers Database to ensure compliance.

2. Best Practices When Placing Calls

a. Consistent Caller ID Usage
Use the same caller ID for every call to the same number to avoid confusion and build trust.

b. Use Descriptive Caller ID Name (CNAM)
Assign a clear, recognizable CNAM to your business number. For instructions, refer to the article on Branding Your Calls with CNAM.

c. Properly Introduce Yourself
Announce the name of your business and how consent was obtained at the beginning of the call. For example:
“Hi, this is Gloria from AAA Insurance. Conrad Doe visited BestInsuranceDeals.com last week and requested an auto insurance quote. Is Conrad available?”

d. Allow Sufficient Time for Answering
Allow at least 30 seconds (5 ring cycles) for the called party to answer. Make sure the greeting starts within 2 seconds, avoiding silent calls.

3. Managing Customer Concerns

a. Address Concerns Promptly
Be prepared to address any questions or concerns raised by the called party about the nature of the call. Always provide a web URL and contact number for further information.

b. Revoke Consent if Requested
If the called party states they no longer wish to receive calls, assure them that they will be removed from your list and will not be contacted again.

c. Leave a Voicemail If Needed
If the call is unanswered, leave a voicemail with your business name, a callback number, and an opt-out mechanism.

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Positive Caller Reputation: Basic Do’s and Don’ts

• Comply with “Do Not Call” Lists: Ensure you’re following all Do Not Call regulations, including the TCPA and National Do Not Call Registry.

• Maintain an Updated Calling List: Remove invalid, disconnected, or reassigned numbers to avoid spam detection.

• Provide Reporting Information: Always give recipients a way to report alleged violations.

• Avoid Neighbour Calls: Don’t engage in practices that mimic “neighbour” calls, which are often used by spam callers.

• Consistent Use of Phone Numbers: Use the same number for similar call types (e.g., marketing, surveys, customer support). Avoid switching purposes for the same number frequently, as this can lead to spam detection.

• Gradual Increase in Call Volume: Slowly ramp up your campaign’s call volume. Avoid sudden spikes that could signal automated spam.

• Respect Customer Preferences: Ensure that calls aren’t excessively frequent and avoid contacting customers during off-hours.

For US customers: If you are following all best practices but still being labelled as spam, consider using the Free Caller Registry to resolve issues related to the “Spam Likely” label.