Outbound Calling - Best Practices

Best Practices when calling: 

Behaviors that may increase spam flagging:

• High volume (companies that make over 20,000 calls per month are generally labeled high volume and may be flagged automatically)

• Short Duration Calls ( 6 seconds or less duration of calls)

• High volume of unanswered calls 

• Sending pre-recorded messages

• Automatic dialing

• Numbers are not called back

Best practices:

• Reduce call volume per number:

  • Split your call volume between 2 or 3 different numbers

  • Avoid calling the same number multiple times on the same day

• Reduce short calls from the same number : 

  • Leave a voicemail

• Reduce unanswered calls and increase your call-back rate:

  • Consider carefully the time of day you’re calling on

  • Leave your contact details over voicemail and let them know who you are and why you were calling them

  • Avoid calling people who are in the National Do Not Call Registry (for example in the US: https://telemarketing.donotcall.gov/profile/Create.aspx)

  • Prioritize calling qualified leads or people that have opted into receiving communications from you

  • Set up a personalized welcome message so that as your call is returned it’s clear who they are going to speak with

• Rotate caller IDs used for outbound skills every month, week, or day as needed.

• Local presence – obtain a local number for every region, state, or area code you call.

• Register your number with the major caller ID reputation registries.

• Use a C-Name service –  VoIP Office offers the Caller ID Name feature, where the company name along with the company number can be displayed on the customer’s device.

Helpful Links:

US: Federal Communications Commission -Stop unwanted Robocalls and Texts

UK: Ofcom: Unwanted calls and messages

EU: Protecting Privacy and fighting spam

US numbers may be registered with Free Caller Registry to help support their reputation.