Calling is available only on the Mixmax Enterprise plan. Visit our pricing page for more details.
When using Mixmax Dialer to call leads or customers, you may occasionally find that your calls are marked as "Potential Spam/Fraud" on the recipient’s end. This is because carriers use various methods, such as user reports, call volume analysis, and pattern detection, to identify and block suspected spam calls. While Mixmax cannot control how carriers tag calls, following best practices can significantly reduce the risk of your numbers being flagged.
Best Practices to Avoid Spam Tagging
To maintain a positive reputation with carriers and ensure your calls are delivered successfully, consider implementing the following strategies:
Improve Call Content and Targeting
Tailor your calls to prospects who are more likely to be interested in your message. Personalized, relevant outreach reduces the chance of recipients marking your calls as spam. Avoid generic scripts and focus on providing value to the recipient.
Comply with Regulations
Adhere to the Telephone Consumer Protection Act (TCPA) and other relevant regulations, such as honoring "Do Not Call" lists. Compliance with these laws not only keeps you on the right side of the law but also helps maintain your reputation with carriers.
Keep Contact Information Updated
Regularly update your prospect lists to remove disconnected or unassigned numbers. Calling invalid numbers can negatively impact your call completion and answer rates, increasing the likelihood of being flagged as spam.
Avoid Excessive Calling Patterns
Carriers monitor call volume and patterns. Making numerous short calls from the same number consecutively can trigger spam alerts. Space out your calls and avoid rapid, repetitive dialing. If multiple team members are calling the same area, assign different numbers to each rep to prevent spikes in traffic from a single number.
Make Calls During Appropriate Hours
Make business calls only during regular office hours and avoid excessive frequency. Respecting recipients’ time and preferences can reduce complaints and improve your standing with carriers.
Monitor Call Metrics and Adjust Strategies
To stay ahead of potential issues, regularly monitor key call metrics such as completion and answer rates via the Mixmax Reports Builder. Low completion or answer rates may indicate that your numbers are being flagged. If you notice a decline in these metrics, review your calling practices and make adjustments, such as reducing call frequency or refining your targeting.
Register your phone numbers with the FCC (US only)
We strongly recommend adding the used numbers to the free caller registry. All major cellular providers recognize calls from numbers in this registry as legitimate, thereby reducing the risk of them being blocked or labeled as spam.
You will need to wait for follow-up from each of the three analytics engines that comprise the free caller registry, which may cause the process to take several weeks.
Sign up for SHAKEN/STIR (US only)
Signing up for SHAKEN/STIR may increase the likelihood of answered calls by improving consumer trust of the caller through the "Trusted Call" label applied to the call. SHAKEN/STIR will not remove a Nuisance label.
Contact Mixmax Support for assistance.
Use Verified Caller IDs (US only)
Updating or adding a Caller ID Name (CNAM) on your phone numbers may increase the likelihood of answered calls by providing accurate caller information to your customers. However, please note that this will not affect nuisance labels or blocked calls.
CNAM is a feature in the US public telephone network that identifies an incoming caller by a personal or business name associated with the originating phone number. You can also choose to remove any CNAM currently assigned to a number. This is helpful when you purchase a new number, as CNAMs are not automatically removed when users release ownership of a number.
Contact Mixmax Support for assistance.
Sign up for Twilio's Voice Integrity
Signing up for Voice Integrity can prevent or end call filtering and nuisance labels by registering your Twilio numbers with the analytic engines of carriers and major phone providers. This eliminates the need to register your numbers with the FCC (mentioned above) and creates a higher level of trust for these analytics companies, allowing you to avoid call nuisance labels and filtering.
Contact Mixmax Support for assistance.
Nuisance Labels: These indicate calls that may not be malicious but are considered annoying or unwanted, such as telemarketing or high-frequency calls from legitimate businesses. Examples include "Nuisance Likely," "Potential Spam," or simply "Nuisance." These labels are applied based on call patterns, consumer complaints, or analytics that detect behaviors like excessive dialing (e.g., over 100 calls per day from a single number). Nuisance calls are often legal but can still erode consumer trust, leading to lower answer rates.
Trusted Labels: These are less common but appear when a call is verified as legitimate, often through technologies like STIR/SHAKEN or branded caller ID services. For example, some caller ID displays a company's name for verified businesses, and some iPhone users see a checkmark for verified callers. Trusted labels aim to reassure consumers that the call is from a legitimate source, like a bank or healthcare provider, and are part of efforts to restore trust in phone communications.