Legitimate businesses are increasingly being labeled as “Spam Risk,” disrupting communication efforts and hindering outreach. According to Tom Fisher, Chief Operating Officer of SharpenCX, this trend is often unrecognized by organizations, leading to declining answer rates and underperforming campaigns. The issue arises from automated systems used by wireless carriers that classify calls based on patterns, including call volume and consumer complaints.
Understanding how spam labeling works is essential for businesses relying on outbound communication. The majority assume that spam warnings originate from their devices, but the reality is more complex. Wireless carriers analyze calling behavior across millions of numbers to identify potential spam. While the intent is to protect consumers from fraudulent calls, these systems often fail to differentiate between legitimate businesses and malicious actors. Once a number is flagged, calls may be ignored or sent directly to voicemail, regardless of their legitimacy.
Identifying the Risks for Businesses
Businesses that engage in high volumes of outbound calling are particularly at risk of being classified as spam. Common factors contributing to this vulnerability include low answer rates, consumer complaints, and the use of a limited pool of numbers for calls. Many organizations lack visibility into how their numbers are perceived by carriers, which can prevent them from addressing potential issues before they affect performance.
When legitimate calls fail to connect, teams often mistakenly attribute the problem to internal factors such as call scripts or agent behavior. Unfortunately, these changes do not address the root cause of the issue: calls not reaching their intended recipients due to spam labeling. The consequences are significant, leading to frustrated sales teams, declining productivity, and eroded customer trust.
The Shift Towards Proactive Management
Historically, businesses have relied on manual processes to address spam labeling issues. Teams would monitor call metrics, submit requests to carriers, and rotate phone numbers, but this approach is becoming increasingly inefficient. With the rise of automated systems and reputation scoring, businesses find it harder to manage spam risks effectively. By the time issues are identified, the opportunity costs can be substantial.
To counteract these challenges, organizations are beginning to recognize that managing call deliverability is critical. This involves actively monitoring number reputation and addressing issues promptly rather than treating them as an afterthought. As the landscape of outbound communication evolves, it is clear that a strategy focusing on number health and deliverability is necessary for continued success.
Awareness is the first step for business leaders. Understanding that even legitimate operations can be affected by spam labeling is crucial. Calls that fail to connect do not always indicate poor execution; they can also result from automated protections designed to safeguard consumers.
Organizations like SharpenCX are responding by providing resources to help businesses navigate these challenges. The SharpenCX Buyers’ Guide offers insights into how spam labels occur and practical steps for remediation, helping legitimate companies protect their outbound communication efforts at scale.
For companies facing the issue of spam risk labeling, proactive management and awareness of the underlying systems are essential for maintaining effective communication with clients and customers.
