This article explains why outbound calls may appear as spam to the called party, outlines common factors that can cause calls to be labeled as spam, and describes the recommendations Level365 provides to help address these situations.
Spam labeling is controlled by the carrier of the called party and is not something Level365 can directly control or override. Once a call leaves the Level365 network, how it is displayed or handled is determined by the receiving carrier.
How Carriers Determine Spam Labeling
Carriers use a combination of call behavior and reputation data to decide whether a call is labeled as spam. No single factor determines spam labeling. Common factors include:
Call Volume and Calling Patterns
Sudden spikes in outbound calls, high call rates, or very short call durations can resemble robocalling behavior and may negatively impact number reputation.
Call Completion and Engagement
Low answer rates, frequent quick hang ups, or calls that are often declined or blocked can negatively impact how a number is scored by receiving carriers.
Consumer Feedback and Recipient Behavior
When recipients mark calls as spam on their devices or through carrier provided apps, that feedback feeds directly into carrier reputation systems. Also, if recipients consistently do not answer, block, or immediately decline calls from a number, carriers may interpret that as unwanted traffic.
Number Reputation History
New numbers or numbers with limited calling history are more likely to be scrutinized. Numbers previously associated with spam complaints may be flagged more quickly.
How Level365 Can Help
While Level365 cannot control how receiving carriers label calls, the following steps are recommended:
- Confirm outbound number configuration and caller ID identification on the Level365 side. Level365 can verify that all outbound numbers are properly identified and correctly assigned for outbound calling.
- Contact each carrier directly to request removal from their spam labeling systems. This allows the carrier to review the number and update their records if appropriate. Each carrier maintains its own process and timeline for handling these requests, and response times may vary.
Timing of Changes
- Once a request is submitted, each carrier will review it and update their records according to their own internal timelines.
- Updates may take days, weeks, or months depending on the carrier.
- Level365 has no way to influence or speed up this process.
- The business must submit these requests; Level365 cannot do this.
- Keep track of which carriers have been contacted and follow up if the spam label remains after the carrier’s stated review period.
Third Party Reputation and Remediation Services
Because of how carrier reputation systems work, many businesses choose to work with third party reputation and remediation services to manage number reputation with receiving carriers. These processes are owned and managed by the business placing the calls and the receiving carriers, and operate independently of Level365. Level365 can help point customers toward appropriate options based on business needs.
Additional Resources:
Caller ID Information - Spam and RoboCall Protection (STIR/SHAKEN)
Questions?
For assistance with identifying telephone numbers or questions on this process, please contact Level365 Support.