Dealing With Outbound Calls
Some of our customers, who conduct legitimate voice business, have occasionally reported that their outbound calls are being labeled as "Scam Likely," "RoboCall," or similar terms, depending on the app, device, or network being used.
This situation can be frustrating as it may lead to your outbound calls being unanswered or even blocked.
What Should I Do If My Calls Are Tagged As Spam?
To tackle this, the Federal Communications Commission (FCC) provides a free registry site, encompassing major analytic companies supporting major US wireless carriers.
These companies can assist in removing negative labels from calls.While registering your number can often resolve mislabeled calls, it does not serve as a whitelist or guarantee against future nuisance call labels.
Registered numbers may still receive flags if their call patterns are found to be inconsistent with registered usage, or if consumers file spam or fraud reports against them.
Best Practices To Prevent Call Mislabeling
Please make sure to register your numbers to address any mislabeling or proactively register new numbers as you obtain them.
Make sure to adhere to all applicable TCPA (Telephone Consumer Protection Act) laws, FCC (Federal Communications Commission) regulations, and Twilio’s Acceptable Use Policy to ensure compliance.
Please maintain consistent calling behaviour by phone number and avoid sudden spikes in traffic volumes whenever possible. Follow Twilio’s recommended guidelines for maintaining a positive call reputation, as outlined - Here
Authentication and Improving Results
STIR/SHAKEN authenticates the caller and determines if they are authorised to use the number to place the call.
Optionally, considering SHAKEN/STIR registration may enhance the likelihood of answered calls by fostering consumer trust in the caller.
SHAKEN/STIR, is a suite of protocols and procedures intended to combat caller ID spoofing on public telephone networks. You can find more information about SHAKEN/STIR here.
Note: While SHAKEN/STIR can improve answer rates, it alone may not remove a Nuisance label.