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Maintaining a Positive Caller Reputation with Stack

In today's world, maintaining consumer trust in voice communications is crucial. People expect personalized and wanted calls while being protected from spam and unwanted interruptions. This guide will help you maintain a positive caller reputation, ensuring your business calls reach your customers effectively.

Why Caller Reputation Matters​

Efforts to reduce unwanted calls are increasing, which can lead to legitimate business calls being screened or blocked. To help your calls get through and be answered, here are some key recommendations and best practices.

Trust Center​

Stack's Trust Center is a valuable resource for building trust within the telephony ecosystem. By registering in the Trust Center, you can enhance your call deliverability and answer rates. This involves registering your business profile, including Know Your Customer (KYC) information.

SHAKEN/STIR and Caller ID Name (CNAM)​

  • SHAKEN/STIR: Enhance trust in your calls by displaying a "Caller Verified" indicator on the recipient's phone.
  • Caller ID Name (CNAM): Display your business name on the recipient's phone using the CNAM service.

For more details, refer to our related support article.

Telemarketing and Advertising Best Practices​

If you're using Stack Voice Services for telemarketing or advertising, adhere to these industry best practices to avoid potential issues:

  1. Compliance with Regulations

    • Consent: For telemarketing calls, obtain prior express written consent. For informational calls, prior express consent is needed.
    • Time Restrictions: Make calls only between 8 AM and 9 PM local time for the recipient. Be aware of stricter state-specific regulations.
    • Repeated Calls: Avoid making repeated or continuous calls intended to annoy or harass the recipient.

  2. Best Practices for Placing Calls

    • Use the same caller ID for repeated calls to a number.
    • Associate a descriptive CNAM with your caller ID.
    • Clearly announce your name and affiliation at the start of the call.
    • Allow at least 30 seconds (5 ring cycles) for the recipient to answer, ensuring they hear audio within 2 seconds of the greeting.

  3. Managing Customer Concerns

    • Address any questions or concerns about the call before proceeding.
    • If consent is revoked, ensure the recipient is removed from your call list.
    • Leave a voicemail with clear information and a callback number, which should be available 24/7 with an opt-out option.

Positive Caller Reputation Do’s and Don’ts​

  • Do: Comply with all "Do Not Call" lists and other relevant regulations.

  • Do: Keep your calling lists updated and remove numbers that don't connect.

  • Do: Provide contact information for reporting violations.

  • Do: Be consistent in your phone number usage and outbound call volume.

  • Don't: Use the same number for multiple purposes.

  • Don't: Make calls too frequently or outside common working hours.

  • Don't: Engage in practices that might be flagged as spam, such as "neighbor" calls.

Additional Resources for US Users​

If you're following best practices and still facing issues with being labeled as spam, consider registering your numbers at Free Caller Registry to improve your caller ID reputation with major US cellular providers.

By following these guidelines, you can maintain a positive caller reputation and ensure your business communications are effective and trusted by your customers.