Spam calls are issues for any phone number or phone type- its just particularly annoying in the call tracking space because you generally have a lot of phone numbers routing to your agents and you are tracking every single phone call to get important reporting data. This week, we are announcing the Spam Detective, to protect your reporting and your agents from dealing with these annoying calls.
Spam calls can happen on local or toll free numbers. There are various reasons you may see spam calls coming into your tracking phone numbers — they could be targets of traffic pumping schemes, war dialing, or phone hacking – just to name a few. These issues are challenging to fix and in fact the FCC is going to great lengths to try and stop these practices and have a number of investigations ongoing. CallTrackingMetrics works with our carriers to ensure that the numbers we offer for purchase are not currently involved in any of these schemes, For example, our numbers sit unused for at least 6 months before we re-offer them into inventory and even then, we do not release numbers into inventory until they have reached minimal levels of incoming phone calls. We are also continuously reporting suspicious patterns to our carriers so that they may make blocks upstream to prevent these dialers from getting through. But, the game is changing every day in this space so a number that had no spam activity yesterday could all the sudden be added to a dialer list the next day.
Customers often ask us what they can do to help. A few years ago, we developed a nifty “block” feature in the call log that allows customers to block calls from a particular caller number or caller ID. This can be particularly helpful for blocking telemarketers or wrong dials. But, as spam dialers are increasingly spoofing their caller ID (randomly insert real telephone numbers that are unrelated to the actual caller into what is commonly referred to as ‘caller id.’), this is not going to stop many of them because they will change their caller ID the next day.
But now we have another way to block these guys: The Spam Detective. We have partnered up with a number of carrier databases to extract information about the path a call is coming through and if the path is likely “spammy”, you can choose to handle that call differently. The Detective can either tag calls as spam or route these calls through a voice menu which asks the caller’s to enter keypresses to get any further. This allows CallTrackingMetrics customers to a) filter spam calls out of their reporting using the auto-tagging feature and b) prevent these calls from distracting your agents or eating up valuable minutes. For each call, in addition to the caller ID, you will see the carrier routes the call came through.
We are excited about this new feature. We have a number of enhancements to the algorithm planned in the coming months to continue to fine tune the Detective.
To turn it on for your account, go to numbers—> call settings—> Spam Detective. Its a small add on fee ranging from $.03 to $.015 per call depending on your plan. Beta testers have said its well worth the cost in terms of reporting quality and keeping agents focused on the calls that matter.
Try it out- and let us know what you think!