Maintaining consumer trust in the voice communication channel is critical. Consumers expect to receive wanted and personalized communications, while being protected from spam and unwanted calls. This guide provides updated best practices for maintaining a positive caller reputation.
Why does caller reputation matter?
Throughout the industry, there are continued and increasing efforts to reduce unwanted calls to consumers. These efforts can often lead to calls being screened or blocked. This can make it difficult for your legitimate business calls to reach customers and get answered. We have compiled a list of recommendations and best practices to maintain a positive caller reputation, minimize being blocked or flagged as spam, and improve answer rates.
Trust Center
Luubu Phone provides Trust Center as a resource to engage with our customers to build trust within the telephony ecosystem. By registering in Trust Center, our customers are able to experience increased voice call deliverability rates and higher call answer rates. Trust Center allows customers to register their business profile, including Know Your Customer (KYC) information.
SHAKEN/STIR: Increase trust in your calls by displaying a trust indicator like "Caller Verified” on the called party’s phone
Caller ID Name (CNAM): Display the name of your business on the called party’s phone using Caller ID Name (CNAM) service
Please note, registering for CNAM does necessarily mean your business name will show up on your contact's phone. Your contact's carrier plan should support CNAM for the name to be displayed
For full details, see our related support article.
Telemarketing and Advertising Requirements & Best Practices
If Luubu Phone Voice Services are used to place telemarketing or advertising voice calls, the following industry best practices and rules governing telemarketing calls must be followed to reduce the risk of disciplinary action by us, CPaaS providers, carriers, and/or third party analytic providers.
If special circumstances justify deviation from these guidelines (such as a recruiting website with multiple positions, or a debt collector) document your practices on your website.
Compliance with TSR, TCPA, Truth-In-Caller ID (US calls only)
a. Unless an exception applies, calls covered by the TCPA must have consent from the call recipient. The level of consent that the caller must obtain prior to placing a call depends on whether the call is classified as “informational” or “telemarketing”.
For telemarketing calls, callers must obtain prior express written consent.
For informational calls, callers are only required to obtain prior express consent.
Because the TCPA is a strict liability statute, the sender of an autodialed call can be held liable for violating the TCPA, even if the sender had a reasonable, good-faith belief that it was calling a landline.
b. Time Restrictions (TSR requirement). Callers cannot place calls outside the hours of 8AM to 9PM, local time for the called party. Some states impose stricter requirements, including no calls on Sunday or on legal holidays and different hour restrictions. Bear in mind that the area code may not be indicative of the location of the called party (e.g, someone with a Los Angeles (213) area code may have moved to New York)
c. Repeated Calls.Telemarketers cannot engage in fraudulent or abusive behavior, including causing any telephone to ring, or engaging any person in telephone conversation, repeatedly or continuously with intent to annoy, abuse, or harass any person at the called number. Example: “Limit calls to a given number to 2 in a single day and no more than 5 in a month”
d. CallContent. Additional disclosures may apply where a caller will accept a sales order or charitable contribution over the phone, or is marketing certain types of regulated products or services. Additionally, the TSR restricts calls with abusive or fraudulent content.
e.ReassignedNumbers Database. Called numbers should be checked