Best Practices

As a business owner, it’s essential to keep 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.

Why Caller IDs Are Flagged & What You Can Do About It
Below are the main reasons why your caller IDs may be flagged and what you can do to address these issues:

CALL DURATION - Carriers penalize short-duration calls. To increase your average call duration:

• Leave voice mail messages if possible.
• 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.

DATA QUALITY - Low-intent data creates short duration calls. To improve data quality:

• Data Hygiene - Analyze your Call Detail Records (CDRs) and remove legacy numbers that never live answer your calls.
• Analyze Lead Vendors - Consider dropping lower-quality sources that provide low-intent data.
• Avoid Over-Dialing - Don’t attempt too many dials too quickly, as this can damage your caller ID reputation.

DIALER SETTINGS - Adjust your dialer settings to minimize the risk of flagged caller IDs:

• 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.
• 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.
   

CALLER ID ROTATION - Properly managing your caller ID rotation can help maintain a clean reputation:

• Average Call Duration - This is the most critical factor. The shorter your calls, the more caller IDs you will need.
• Limit Calls Per Caller ID - Keep it under 75 calls per day as a general rule.
• 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.
• 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.
   

AVOID SPAM TRAPS & HONEY POTS - Spam traps and honey pots can cause your caller IDs to be flagged:

• 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.
• 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.
• 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.