Scam-Likely, Spam Risk, Fraud Risk, Potential Fraud, Potential Spam. Pick a warning… For any business with contact center agents trying to reach leads, there’s one thing we know for certain: It’s getting harder to connect with potential customers. This challenge definitely isn’t new to outbound call center managers in 2024, but it’s definitely one of the biggest issues on their minds. After paying good money for consent based leads, frustration is high when legitimate outreach runs up against caller IDs that are flagged, or worse, blocked. No wonder contact rates are down!
This trend article is part of the Convoso series, “Outbound Contact Center Trends,” helping you stay current with issues, technologies, best practices, and strategies that impact your business. Our aim is to provide tools and guidance that will improve productivity, efficiency, and ultimately profitability for your sales and lead generation team.
“I read a statistic that said there’s about a 6% chance that [customers] are going to pick up the phone if they see “Scam Likely.” That’s it. So if that’s showing up on their cell phones, they are not picking up the phones. And if people are not picking up the phones, I can’t make money and I can’t keep my business afloat.”
Understanding factors that contribute to call blocking or flagging
This flagging of legitimate calls is a consequence, according to Convoso CEO Nima Hakimi, of carriers’ black-box algorithms that determine whether or not a call is spam. As carriers have increasingly taken matters into their own hands, it’s these algorithms that are having an outsized effect on call center performance. “Unfortunately, [because algorithms are kept secret] nobody has the exact formula behind why your calls get flagged,” Hakimi says. However, there are various factors that can contribute to the likelihood of calls being flagged as a spam risk or blocked altogether:
“Calls are being blocked. If you don’t have a good sound strategy in place around your high intent versus low intent leads, your caller IDs are likely to get flagged. You’re going to get calls blocked without you even knowing about it. Which is why it’s really important to look at the performance of your list: How many times are you calling it, what is the revenue like by rep, by hour, by list – really going to that micro level, to see when there’s a dip. And be able to make those decisions in real time. I believe that’s one of the biggest problems that call centers have is that they don’t have the ability to look at information at a granular level…For example, if you’re dialing through a list and there’s no revenue being generated at a specific hour, then turn that list off.”
Get the competitive edge all year. Find out how we boost your contact rates with a live DEMO
Schedule a Demo
Book a demo
Convoso is a leading CCaaS contact center software provider for sales and lead generation teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to foster customer growth while supporting adherence to regulatory standards. Its omnichannel capabilities include conversational AI game-changer Voso.ai to scale sales and revenue further.
8am – 5pm PT | Mon – Fri
5am – 6pm PT | Mon – Fri
6am – 5pm PT | Sat – Sun
© 2024 Convoso | Privacy Policy | California Privacy Notice | Terms of Use 
Your Privacy Choices
