In: Telemarketing News
What Does Carrier Transparency Look Like in the Industry?

Carrier transparency is made up of call blocking efforts, call labels and flags. Although, this doesn’t always work as intended. However, the good news is that you can take steps to remedy inaccurate information.

Call Labels From Carriers

Call labels from carriers help consumers decide whether they want to answer incoming phone calls. Warning labels include messages like:

  • Fraud Risk
  • High Risk
  • Potential Scam
  • Potential Fraud
  • Scam Likely

These warning labels make it easier for consumers to avoid predatory calls.

Call labels also include intent labels that tell people where a phone call comes from. Intent labels can even specify departments within an organization. For example, you might use intent labels like “account services” and “telemarketing” to tell customers why you’re calling them.

Other intent labels include:

  • Survey
  • Non-profit
  • Prison
  • Political
  • Charity
  • Informational

When used properly, call labels contribute to carrier transparency in ways that benefit consumers and organizations. Unfortunately, carriers can apply inaccurate labels to numbers. That can make it harder for businesses to reach leads and customers.

Redress for Inaccurate Call Labels

Part of implementing STIR/SHAKEN requires carriers to provide a point of contact that lets number owners dispute inaccurate and misleading call labels.

ABM Desk makes it easier for you to determine when carriers apply inaccurate labels to your numbers. The service provides real-life screenshots from a range of devices connected to different carriers. When you see an inaccuracy, you can contact the carrier responsible for the incorrect information to remediate issues.

Carriers, third-party apps and analytics engines must provide a point of contact for businesse to redress any issues. Redress for inaccurate call labels will improve communications between your organization and the people it serves.

Analytics Engines Call Scoring

Analytics engines work behind the scenes to give phone numbers “call scores.” When your number reaches a certain score, the carrier can block it to protect consumers. The analytics engines can also apply warning labels for activities like spamming people.

You can often avoid negative labels and blocks by controlling your dialing ethics on outbound numbers. For example, dialing to heavily could prompt an analytics engine to identify your number as a source of robocalling. In addition, not abiding by other ethical dialing standards could trigger an analytics engine to flag your number. When that happens, your connection rate will plummet for representatives dialing from that number.

Call-Blocking Notifications Act as Redress for Analytics Engines

SIP headers now include call blocking notification numbers that provide some insight into why your number got blocked. Currently, blocked calls use the following SIP codes:

  • SIP 603: A generic code that indicates the call was blocked without explaining why.
  • SIP 607: Indicates that the recipient rejected the call.
  • SIP 608: An upstream intermediary rejected the call (contact information is provided for remediation).

You don’t get much information from SIP Code 603, but the industry hopes to improve that in the near future. With SIP 607 and SIP 608, you gain some insight that you can use to rectify issues and connect with more of your customers.

CNAM Registration With Carriers

Businesses can take proactive measures to increase transparency with consumers. CNAM registration with carriers connects your phone number and business information. When you call someone with a registered number, your business’s information will appear on that person’s caller ID display.

The three major carriers offer CNAM registration. You can register your numbers with:

These services make it fairly simple for you to register your numbers and information. If you track your phone numbers in a spreadsheet, you can usually upload the file to submit all of your numbers at once.

Phone Number Monitoring for Businesses

Transparency helps improve consumer confidence, but businesses still face significant challenges when trying to reach their leads and existing customers. Remediation can solve most inaccurate labels, flags, and blocks, but they still add barriers to your outreach campaigns.

Monitoring your phone numbers gives you a chance to identify negative labels and flags before they hurt your business.

Real-Time Monitoring

ABM Desk gives you real-time data about your calls and numbers. You can track the information for signs that a flag, label, or block has been applied to a number. For example, you might see that an outbound number hasn’t connected with a target all day. That tells you something’s wrong.

Device Cloud Service

Just as importantly, ABM Desk’s Device Cloud uses a range of smartphones and carriers to display what consumers see when you call them. You get screenshots from these devices when needed, making it possible for you to know the right time to remove a number from your system. Then, you can take the proper steps for remediation without experiencing further damage.

Get started with ABM Desk today to see how the service can help you connect with your leads and customers.

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