Master caller ID management best practices to maintain a clean reputation, enhance customer communication, and avoid common pitfalls.
As a business owner, it's essential to maintain your company's caller IDs clean and reputable. In this article, we will discuss the best practices for caller ID management, ensuring that your customers continue to receive your calls without issue. We will cover essential topics such as where to start, why your caller IDs might be flagged, and how to avoid common problems to help you manage your caller IDs effectively.
To begin, follow these steps:
Add each of your campaigns with their corresponding caller IDs into the Number Verifier Dashboard. This will provide a clear picture of what your customers see on their mobile phones when you call them.
Download your flagged numbers into separate .csv files for each carrier, such as AT&T, T-Mobile, and Verizon.
Submit your flagged numbers for remediation to the appropriate carriers:
a. ATT – Upload your numbers to Hiya
b. T-Mobile – Upload your numbers to First Orion
c. Verizon – Upload your numbers to TNS
Replace numbers that do not remediate within three business days.
Here are the main reasons why your caller IDs may be flagged and what you can do to address these issues:
Carriers penalize short-duration calls. To increase your average call duration:
a. Leave Answering Machine messages if possible.
b. Use Silent Wave Files if you are only running live answers. This can help increase the average call duration and improve your caller ID reputation.
Low-intent data creates short-duration calls. To improve data quality:
a. Data Hygiene - Analyze your Call Detail Records (CDRs) and remove legacy numbers that never live answer your calls.
b. Analyze Lead Vendors - Consider dropping lower-quality sources that provide low-intent data.
c. Avoid Over-Dialing - Don't attempt too many dials too quickly, as this can damage your caller ID reputation.
Adjust your dialer settings to minimize the risk of flagged caller IDs:
a. Slow Down Dialer - Running too many lines per agent creates short-duration calls. Slowing down your dialer can improve live answer rates and caller ID reputation.
b. Accurate AMD Settings - Ensure that your Answering Machine Detection (AMD) settings are accurate. Err on the side of passing the call through rather than dropping it.
Properly managing your caller ID rotation can help maintain a clean reputation:
a. Average Call Duration - This is the most critical factor. The shorter your calls, the more caller IDs you will need.
b. Limit Calls Per Caller ID - Keep it under 75 calls per day as a general rule.
c. Rotate Toll-Free Numbers And Local DIDs - Consider using a local touch for the first attempt, a batch of toll-free numbers for the second attempt, and so on.
d. Remediate Before Flipping - Don't flip numbers without remediating them. There are no clean pools of numbers to buy. Only replace a number that will not remediate.
Spam traps and honey pots can cause your caller IDs to be flagged:
a. Dialing Bulk Data - Spam call blocking apps and carriers both own numbers that have never opted into any marketing. If you call these honey pots with your caller ID, it will not remediate and will always show as spam.
b. New DIDs and Spam Traps - If you buy a new DID and it has dialed spam traps in the past, it likely will not remediate.
c. Append Numbers Against RND - The only way to 100% avoid dialing a spam trap with older opt-in records is to append your numbers against the Reassigned Number Database (RND). Upload your opt-ins with the date, and it will tell you if your opt-in is still valid.
Maintaining clean and reputable caller IDs is essential for the success of your business. By following these best practices, you can ensure that your caller IDs remain unflagged and your customers continue to receive your calls without issue.
Increase your average call duration, improve data quality, adjust dialer settings, properly manage caller ID rotation, and avoid spam traps and honey pots.
As a general rule, limit your calls to 75 per day per caller ID.
The RND is a database that allows you to check if your opt-in records are still valid. By appending your numbers against the RND, you can avoid dialing spam traps.
Submit your flagged numbers to the appropriate carriers (AT&T, T-Mobile, or Verizon) for remediation.
A short average call duration can lead to carriers penalizing your caller ID, resulting in it being flagged as spam. Increasing your average call duration improves your caller ID reputation.