Call Behavior Best Practices

    This document provides outbound calling best practices to improve business calling outcomes and prevent call blocking and unwanted scam or spam labeling.

    1. Do not use one main calling telephone number for multiple uses.

    Outbound numbers used for multiple purposes tend to get flagged by analytics engines and receive mixed feedback from consumers. For example, a telephone number used for marketing should not be used by other departments for other subjects. By segmenting the use of telephone numbers by purpose or by subject, enterprises can improve their numbers’ status as legitimate.

    2. Avoid excessive calling to the same call recipient.

    Review the number of times a particular user is called across all outbound calling campaigns from the same calling party in a short amount of time. Call recipients are generally tolerant of receiving two calls per day from the same calling party. However, once those calls increase to three or greater per day user tolerance significantly drops and users begin to block numbers or mark them as spam.


    3. Ensure users expect a call.

    Review the methods used to opt users into outbound calling campaigns to ensure they are clear. Ensure that users understand they should expect a call from the calling party and place the calls within 90 days of the user opting in to be contacted.


    4. Respect users’ requests not to be contacted.

    Comply with Do Not Call lists, other TCPA requirements, and user requests not to contact and provide a number/contact information that called parties can use to prosecute or report any alleged violations of law.


    5. Provide a consistent, real, and user-dialable telephone number with every call you make.

    Calls from a calling party number that is invalid or not assigned to the caller will likely be flagged as spam and may be potentially blocked.


    6. Provide a consistent Calling Name that matches context.

    Displaying an accurate and consistent Caller Name gives customers more confidence knowing who is calling and helps them make the decision to answer the call.


    7. Align context and content of calls for the duration of the number’s assignment.

    Consistently using the same number for the same purpose results in a more accurate reputation. Keep your numbers to a single subject (department) use to avoid being tagged as a robocall.


    8. Document normal calling patterns.

    When launching a new call campaign, use a number that is compliant and known. This will aid analytics and service providers to designate the number as legitimate and not a number that’s being spoofed. Avoid unusual spikes in traffic volumes and follow and document expected and normative call pattern description.


    9. Don’t use a pre-recorded message for lead prospecting calls.

    Have a live person on the call. Call recipients are not very tolerant of lead prospecting calls that use a pre-recorded message and often report them as spam.


    10. Don’t call unassigned numbers frequently.

    Know your customers and their current numbers. Frequent calls to unassigned numbers become a red flag and mirrors a technique that bad actors use by dialing random numbers looking for unsuspecting consumers.

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