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A staggering 92% of business-to-customer interactions occur via voice, highlighting the enduring power of the phone call. As consumers increasingly seek trustworthy and personalized experiences from live representatives, the reliance on voice communications is only set to grow.
However, many overlook a critical issue: 25% of business phone numbers are at risk of being mislabeled as ‘spam’ or blocked entirely without their knowledge. This reality can lead to significant revenue loss and damage brand reputation, creating a pressing pain point for contact centers. But these risks are often the result of simple dialing mistakes that can be corrected while a deeper reputation management solution is implemented.
- Voice Still Dominates: 92% of B2C interactions still happen via phone, making call deliverability a crucial business priority.
- Spam Label Risks: 25% of business numbers are at risk of being marked as spam or blocked by carriers, leading to lost revenue and trust.
- Simple Fixes Available: Issues like double dialing, ignoring DNC lists, and poor timing are common triggers—but they’re preventable with the right practices.
- Reputation Management Matters: Combining dialing best practices with phone number reputation monitoring helps maintain customer trust and improves answer rates.
- Proactive Monitoring: Leveraging platforms like NobelBiz OMNI+ helps unify channels, simplify workflows, and reduce the chances of getting flagged as spam.
Think about this:
Imagine you’re calling a customer to confirm an appointment. You’ve prepped, the team is ready—but the call never gets answered. Why? Because it showed up as “Spam Likely” on their screen.
It happens more often than you’d think. And in many cases, businesses aren’t even aware until their answer rates plummet.
The Impact of Negative Call Labels
Spam labeling technologies, while designed to combat illegal robocalls, inadvertently trap legitimate businesses in their crosshairs, hindering their ability to connect with customers. The consequences of being labeled as spam can be severe:
- Decreased Answer Rates: Customers are far less likely to answer calls from numbers marked as ‘spam’ or ‘scam likely.’
- Lost Revenue: Unanswered calls results in lost sales, missed appointments, and valuable customers slipping through the cracks.
- Compromised Customer Trust: Negative labels cast doubt on your legitimacy, making it harder to build relationships and foster loyalty with the brands you represent.
- Reduced Agent Productivity: Call centers will have to spend more time on dialing attempts and less time on important sales calls and customer support calls to foster relationships.
What if you treated calls like invitations to a meeting?
You wouldn’t send 5 invites in 30 minutes or show up unannounced at 10 p.m., right? Calls are no different. Timing, respect, and relevance matter.
Pro Tip:
- Run monthly audits on your numbers.
- Track when customers are most likely to answer.
- Rotate your numbers if you notice a sudden drop in answer rates.
“When your number is flagged, you’re not just losing calls—you’re losing trust before the conversation even starts.”- Mike Mcguire, Senior Sales Consultant at NobleBiz
Brayan Carpio
Senior Call Center Manager, Call4You Marketing
Dialing Habits That Hurt Your Call Deliverability
1️⃣ High Call Volume – Overcalling Leads (a.k.a. Double Dialing)
Repeatedly calling a customer in a short time frame – often termed “double dialing” — may seem effective but often backfires by triggering alerts in spam filters.
Ever called someone twice in 10 minutes? Spam filters hate that.
“A client called me frustrated because their calls weren’t getting through. Turns out they were hammering leads with repeat calls during lunch breaks.” The result? Complaint after complaint—and more spam labels.- Mike Mcguire, Senior Sales Consultant at NobleBiz
Fix: Space out your calls to give customerrs time to respond, and so they don’t lodge complaints about your nuisance behavior in repeated call attempts. .
2️⃣ Ignoring the Do Not Call (DNC) List
You might think skipping DNC checks speeds up outreach, but it’s a fast track to getting flagged.
Fix: Always scrub your lists against the National Do Not Call Registry. It’s basic, but often skipped when teams are in a rush.
3️⃣ Calling at the Wrong Times
If you’re calling outside standard business hours, you’re asking for complaints.
Fix: Stick to calling during work hours (9 a.m. to 5 p.m. in the customer’s time zone). It respects people’s schedules and boosts pick-up rates.
4️⃣ Irrelevant Calls
Calling someone with an offer they didn’t ask for? It’s a quick way to land in spam territory.
Fix: Use opt-in lists and segment your audience. Only reach out with offers that make sense for them.
5️⃣ Using Unregistered or Recycled Numbers
Recycled numbers might carry bad caller IDs or past reputations you didn’t even cause.
Fix: Get fresh, registered numbers. Always update the CNAM (Caller ID name) so customers know exactly who’s calling.
“Dialing best practices are your first line of defense, but monitoring reputation is how you stay ahead long-term.”
– Christian Montes Executive VP of Client Operations, NobelBiz
Pro Tip 1: You can use NobelBiz’s OMNI+ platform to bring all communication channels into one browser-based interface. It helps agents work faster and ensures customers experience smoother, more consistent service.
Pro Tip 2: Run a monthly audit of your outbound numbers. If you spot a sudden drop in answer rates, it might be a sign your numbers are flagged—catch it early.
Pro Tip 3: The FCC reports that consumers filed over 150,000 robocall complaints in 2023 alone. Staying compliant and avoiding spam-like behavior isn’t just best practice—it protects you from being part of that statistic.
Clinical Trial Media
Mo Pene |
Contact Center Technology Manager @ CTM
‘Thanks to NobelBiz, we now enjoy a robust, scalable communication system tailored to our growing needs, empowering us to deliver personalized care experiences more efficiently and boosting our overall revenue.’
Beyond Best Practices: NobelBiz’s Number Reputation Management
While adhering to dialing best practices is essential, it’s just the beginning.
Our Number Reputation Management solution equips organizations with the tools to manage and monitor their phone numbers effectively.
Our team ensures that clients stay informed about the latest best practices and regulatory changes, helping to maintain a clean number reputation.
Don’t let simple dialing mistakes cost your business and the business of the brands you represent.
Here’s how to protect your phone reputation today:
- Monitor: Track call metrics regularly—don’t wait until answer rates drop to investigate.
- Educate: Train your agents on dialing best practices and compliance.
- Partner: Work with providers like NobelBiz to stay ahead of carrier updates.
Final thought:
Fixing these simple mistakes not only boosts your engagement but also helps protect your brand in the long run. Small changes = big impact.
FAQs About Outbound Call Management
Andrei is an experienced marketing professional specializing in propelling growth for both B2B and B2C companies. Proficient in streamlining marketing operations and enhancing lead and customer experiences through SEO and marketing techniques.
