Reputation services refer to solutions that assist businesses in managing their caller ID reputation.
What is caller ID reputation?
This is the trustworthiness score—usually ranging from 0 to 100—assigned to business phone numbers by telecom carriers to help determine whether they should give calls a warning label (e.g., “spam risk” or “scam likely”) or an intent label (e.g., “customer service”), or even block them entirely.
What factors affect reputation scores?
Though there isn’t a universal caller ID reputation scoring system, the scores are typically influenced by call volume, answer rate, and end-user feedback (which could include mislabeling non-branded calls), among many criteria.
Reputation services monitor, repair, and improve phone number reputation so businesses can possess a positive score and legitimate calls aren’t incorrectly flagged as unsolicited or fraudulent.
What’s the impact of a poor reputation?
Calls from phone numbers with a tarnished reputation are more susceptible to filtering or blocking, which hinders businesses from reaching and connecting with their intended recipients. Even if calls aren’t blocked outright, customers are unlikely to answer calls with warning labels. If they do pick up the phone, the initial mistrust from the negative labeling makes it difficult to build rapport, leading to less productive and effective interactions. Lastly, a poor caller ID health can also invite regulatory scrutiny, hefty fines, and brand damage. All this can chip away at your profits in the long run.
Companies facing these challenges can find assistance through reputation services.
Why reputation services are beneficial for businesses
Whether you’re making sales calls, providing customer support, or sending important notifications, reputation services help your phone number be seen as trustworthy to avoid spam/scam labeling, increase answer rates, and better customer engagement. They also proactively resolve reputation issues before they escalate into larger deliverability problems. Ultimately, you get a stronger brand image and a healthier bottom line.
How reputation services works
Reputation services feature a range of solutions to help companies establish or maintain a positive caller ID reputation. Some core offerings include:
Registration and verification
Reputation services facilitate the proper authentication of business phone numbers across carriers and databases to demonstrate call legitimacy. This process helps brand your calls and prevent erroneous caller ID displays that can hurt answer rates and result in reporting calls as potential spam or fraud.
Reputation monitoring
Reputation services continuously track how various carriers and call analytics platforms perceive your business phone number to catch any caller ID health concerns early on. For example, they could do regular checks for warning labels, drops in reputation scores, and other red flags.
Spam or scam label remediation
This is the removal of inaccurate identifiers from business phone numbers. If negative labels are detected, reputation services work on your behalf to correct and restore your number’s positive reputation. They investigate the root causes, coordinate directly with carriers and providers to dispute and remediate any unwarranted spam or fraud flagging, and submit evidence of your legitimacy as a caller.
Terms related to branded calling
The information provided in this glossary definition does not, and is not intended to, constitute legal advice, nor does it necessarily represent Bandwidth's products or business practices. This page is for general informational purposes only.
