June 13, 2018 Call Routing

For marketers, getting accurate attribution data from every channel and for every conversion is critical, but unfortunately there is a pesky nuisance that can get in the way: spam calls. In 2017, Americans received over 30 billion robocalls alone which was an increase from 2016. This trend is on the rise, according to the YouMail robocall index, 4.1 billion robocalls were placed nationwide in May 2018. This equals roughly 12.5 calls per affected person.

impact of robocall or spam calls
Source: https://robocallindex.com/

These calls are annoying, frustrating, and most importantly detrimental to your business. Without spam protection, how can you ensure that your call attribution data is accurate and your marketing metrics are valid? It’s impossible. An estimated 85% of all telemarketing and robocalls occur during weekdays between 8 AM and 8 PM — are you confident you’re investing in marketing programs that drive valid customer calls?

Since 2015, DialogTech has been continuously improving SpamSentry™, an adaptive, machine-learning application that stops fraudulent and unwanted calls before they reach your business. This technology also prevents the spam call data from appearing in the analytics you depend on to measure the performance of your marketing campaigns.

Block Spam Calls With the Help of AI and Machine Learning

Thousands of spam calls could be impacting your business—using machine learning, SpamSentry detects them before they do. By utilizing artificial neural networks, SpamSentry is able to self-identify multiple variants of spam. Our technology is then able to intelligently determine in real time whether an incoming call is legitimate or not in order to block the robo-dialers, while allowing humans to get through.

Since 2015 we have successfully blocked millions of spam calls from a wide variety of spam: sermon-like verses, dead air, hold music, key presses, garbled “devil” noise, office noise, loud fax noise, fax beep, spam that’s political in nature, and more. As spam callers evolve, so does our technology by listening to each call and honing in on the nuances between each robo-caller and human caller.

Here are three of the common types of spam calls that businesses block using our real-time AI spam blockers:

1. Have you ever received a call that sounded like garbled, random noises in the background? You answer, no one is there, and it goes on for minutes if you have the patience to wait and listen. These calls waste time and clog your business’s voicemail inbox. We can categorize these types of calls as spam so you don’t have to listen to this:

 

2. Another annoying sound to hear when you pick up the phone is that of a fax transmission or fax machine beeping. Unfortunately, some businesses receive these frequently. By categorizing a few of these calls as spam we can quickly block these for your business.

 

3. It’s always interesting when you answer the phone and hear sermon-like verses or hold music. These calls are confusing and often waste businesses time while the person answering waits to figure out if a valuable caller is on the other end. We are sure you have heard this before:

 

There are many types of spam calls that we block for clients and new ones pop up everyday.

So How Can I Stop Spam Calls to My Business?

There are a couple of ways to mitigate the spam problem if you don’t have the benefit of our SpamSentry system, including using scheduling to send off-hours calls to voicemail, meaning you would stop calls from being delivered to businesses you know aren’t open. There are other methods as well, and your vendor should be able to offer them.

1. Number Cleansing
This is a basic must-have for businesses with multiple phone numbers. Using clean numbers helps reduce the number of fraudulent calls you receive and improves the quality of your call data since the number has been carefully monitored for any fraudulent activity before being released for use. Our carriers age each phone number for a minimum of 90 days prior to passing them off to DialogTech. Once we have aged a number an additional 30 days it enters our database and we continue to actively monitor call activity to the number. Numbers that have been deemed clean will then enter available inventory.

2. Number Blacklisting
Number blacklisting is static and straightforward in the same way that number cleansing is, and it’s just as effective. Blacklisting undesired calls is a simple stopgap for fending off undesired calls and keeping your inbound call data clean, but it’s also just that: a stopgap. Spammers are tricky and constantly use different phone numbers, so blacklisting will only keep a few of the callers at bay.

3. Pattern Matching
This is a more sophisticated way of outsmarting spammers, and you shouldn’t work with a call tracking vendor unless they are able to provide this kind of call management. Pattern matching works by monitoring the activity of all the phone numbers under our supervision and looking for patterns: a caller from a single phone number dialing dozens—sometimes hundreds—of numbers simultaneously or in a short amount of time. At DialogTech, we watch for these patterns that act as red flags for fraudulent activity and are able to screen them appropriately.

4. IVR
Add an IVR (interactive voice response) system to verify the caller is human. Simple messaging like “Please press 2, so we know you are a human” or something similar has been a proven method of stopping nearly all of these calls from routing. This will eliminate the need for customer service or sales representatives to waste any time dealing with unwanted dials. Furthermore, it ensures your inbound call data isn’t tainted with spam calls.

Don’t let robocallers waste your time and skew the valuable marketing attribution data you use to effectively optimize your mobile and digital campaigns to increase call conversions.

Learn more about SpamSentry and put to rest unwanted calls. As always, we value a conversation — let’s talk. You can reach us at 877-295-5100.

About the author:

Kevin Alvarado

Product Manager, DialogTech

Kevin is a data-driven product manager with a passion for improving the user experience and solving complex problems through collaboration. Kevin grew up in Austin, Texas and is slowly learning to live with the brutal midwest winters. Outside of work, Kevin enjoys traveling, cooking, and watching soccer.

See more posts by Kevin Alvarado

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