Why Your Business Calls Are Being Marked "Scam Likely" and How to Fix It

If your customers stop answering your calls, it might not be because they are uninterested. It could be because their phones are labeling your number as "Scam Likely" or "Spam Risk." For businesses that rely on phone communication, this can quietly drain revenue, damage customer relationships, and create frustration within your teams.

The problem has grown with the rise of robocalling and phone fraud. Scam calls have existed for years, but robocalling technology, which allows computers to dial and make pre-recorded messages, has made fraud easier and more common. Between October 2020 and September 2021, the Federal Trade Commission received 5 million complaints for calls that violated the Federal Do Not Call (DNC) protocol. That's in one year alone. Keep in mind, the figure is only a fraction of the unsolicited calls being reported. The actual number of unsolicited robocalls is estimated at 4.6 billion per month.

With that in mind, service providers and mobile carriers have understandably implemented a variety of anti-spam and anti-spoofing solutions to protect consumers. To protect consumers, carriers and analytics companies introduced aggressive call filtering systems. These filters are effective at stopping illegal activity but often overcorrect, flagging legitimate businesses that make high volumes of outbound calls. In some cases, this has resulted in phone numbers being incorrectly labeled as spam.

Signalmash understands this challenge well. As a communications carrier and trusted CPaaS provider, we see how often good companies get misclassified through no fault of their own. While we wholeheartedly support the industry's efforts, we have seen spam labels being erroneously applied to legitimate calls. This is being done by wireless providers via consumer phone apps, not by Signalmash. The good news is there are ways to prevent it.

What "Scam or Spam Likely" Really Means

When a call is marked "Scam Likely," it means the mobile carrier or analytics provider has determined the number might be associated with unwanted or fraudulent activity. In an attempt to improve customer experience, mobile carriers launched anti-spam features which are enabled in most mobile handsets. Each carrier uses its own scoring algorithm, based on patterns such as complaint history, call frequency, and user reports.

Here is how it works: when you place a call, the carrier checks your number against a database of reported spam or scam numbers. When someone calls a mobile device, the mobile carrier checks the number against its database of reported scam numbers. If the source matches a reported scam number, the person being called sees a message that says "Scam Likely" alongside standard caller ID. The user can then decide whether or not to answer the call. If your calling pattern resembles that of a known scammer, or if your number has been reported multiple times, your call can be labeled as suspicious before it even reaches your customer.

In addition, mobile carriers and handset manufacturers allow customers to opt-in to a spam block feature that prevents all Scam Likely calls from reaching the user's phone. Third party apps also allow smartphone users to detect, report and block scam calls. Lastly, the mobile carriers are working with data analytics companies to identify patterns that indicate possible unlawful telemarketing and then label calls as spam likely, scam likely, or fraud.

While Scam Likely Caller ID features do help users avoid potential scams, they sometimes mark legitimate calls incorrectly. While this system protects consumers, it can unintentionally harm legitimate organizations like schools, medical offices, financial institutions, and businesses that make frequent customer service or appointment reminder calls.

What Triggers a "Scam Likely" Label

To identify possible scam calls, mobile carriers look for two main traits associated with fraud and robocalling: a high volume of calls originating from the number and existing complaints filed on the number. This means numbers marked with "Scam Likely" tend to be either numbers that originate a large amount of calls or numbers that have a record of being reported by recipients as scams.

The industry has successfully blocked many illegal calls. However, legitimate calls are being blocked. There are three main reasons a legitimate business number might get mislabeled.

High call volume from one number is a common trigger. Algorithms often assume that large volumes of calls from the same number indicate robocalling. Because the system only looks for high-volume originating numbers, the service may mark legal calls as scam or spam. Most pre-recorded message dialing is illegal. Examples of legal pre-recorded messages include one-time passcodes, notification messages from your doctor, pharmacy, or schools, and calls from non-profits. In all cases, telemarketing or pre-recorded message calls can only be made with a person's "express" consent. Businesses that make frequent outbound calls for sales, collections, or notifications can get flagged simply due to call patterns.

Number spoofing or hijacking presents another risk. Most high-end phone systems allow users to set their caller ID to any set of numbers. This makes it easy for bad actors to make it appear that a call is being placed from your phone number when it's not the case. Fraudsters can "spoof" your number to make it appear as if calls are coming from your business. When those calls are reported as scams, your legitimate number inherits a bad reputation. The industry has implemented a new technology called STIR/SHAKEN, which uses an encrypted token to match the caller ID with the registered user. Signalmash uses STIR/SHAKEN for all calls that originate from our network. Technologies like STIR/SHAKEN help verify caller identity, but not every network is fully compliant yet. Ironically, the same carriers who are labeling the calls have pockets of their networks, particularly older TDM networks, that are not STIR/SHAKEN compatible.

User reports or mistaken complaints also contribute to mislabeling. Some people avoid calls from all unknown numbers. As a result, some customers may report your number as spam without answering the phone. Sometimes recipients flag unknown calls as spam without answering. Too many of these reports can quickly affect your caller ID reputation, even if every call is lawful and expected.

How a "Scam Likely" Label Hurts Your Business

Getting a number marked incorrectly as Scam or Spam Likely is common for businesses and organizations that are legally telemarketing. When your number carries a negative label, it directly impacts how your customers perceive and respond to you. This mislabeling can harm your business in several ways.

Calls may be blocked before reaching your customers, creating missed connections. If a customer has Scam Block or an equivalent feature enabled on their phone, they won't receive your calls, leading to lost business and a decreased number of call responses. Even if they do connect, the warning label discourages people from answering. Seeing "Scam Likely" on caller ID can damage credibility instantly, especially for businesses that depend on consistent outreach, resulting in lost trust.

People tend to ignore or decline calls accompanied by scam or spam warnings, which could lead to lost business, poor customer service, and increased costs for customer engagement. Studies show that fewer than one in ten people answer calls flagged as spam, leading to lower response rates. That translates into missed sales opportunities and delayed support responses.

When clients miss important updates or reminders because your call was filtered, it reflects poorly on your reliability and creates customer frustration. When customers don't receive a call they're expecting, they can become frustrated with your business. Miscommunication created by Scam or Spam Likely caller ID can lose your customers, especially if it prevents you from delivering your product or service on time.

Six Proven Ways to Prevent Your Numbers from Being Flagged

Being incorrectly listed as a scam or spam number can have an enormous impact on the success of your business. Avoiding mislabeling starts with consistent, responsible communication practices. Follow these best practices to protect your number reputation and ensure your calls are delivered.

1. Understand FCC and CTIA Calling Regulations

The Federal Communications Commission (FCC) has laws about making robocalls. Most pre-recorded automated calls are illegal for sales and marketing. Familiarize your team with laws surrounding robocalls, telemarketing, and consent requirements. Most automated or prerecorded sales calls require explicit opt-in from recipients. Understanding the FCC's telemarketing laws helps you stay off scam number databases and helps keep your numbers off spam databases.

2. Distribute Call Volume Across Multiple Numbers

If your business makes hundreds of outbound calls per day, avoid doing so from a single number. In most cases, if you can originate calls to customers individually, do so. This prevents Scam or Spam likely ID from identifying your number when searching for high-volumes of calls coming from a single number. Rotate between several registered lines to reduce the appearance of automated activity.

While algorithms are continuously changing, most phone numbers won't be labeled as spam if no more than 100 calls originate from that number per day and many of spam labels will clear within 24 to 48 hours. Therefore, you should have enough numbers to make phone calls on one day and then let those numbers rest for two days before using them again. So having enough numbers for three days of use should allow a consistent rotation. Give each number rest periods before reusing them.

3. Ask Customers to Save Your Number

Some third-party scam blocking apps allow users to block calls from unknown numbers. Others generate databases by excluding numbers stored in users' contacts. Encourage customers to store your phone number in their contacts after an initial interaction. Asking users to save your number in their contact list can help ensure your call reaches them successfully. When you ask customers to save your number, those numbers saved in contact lists are rarely flagged or filtered by carriers and spam apps.

4. Register Your Phone Numbers with Industry Databases

Legitimate businesses can register their phone numbers with industry-recognized registries like Free Caller Registry and Call Transparency. When you register your phone numbers, the database service will ask that you attest to lawful dialing and will vet your use-case. Registration helps carriers verify your identity and lowers the risk of mislabeling.

Please note that this will not guarantee your phone numbers are not labeled as scam or spam. However, it will make it less likely that your calls are mislabeled. It is important to register your phone numbers before you use them for any high-volume calling activity. Here are links to the databases:

• Free Caller Registry: https://freecallerregistry.com/fcr/
• Call Transparency: https://calltransparency.com/

5. Monitor Your Caller ID Reputation

By placing test calls to numbers represented by different carriers, you'll know in advance which ones have marked you Scam or Spam Likely. Regularly place test calls to numbers on different networks such as AT&T, Verizon, and T-Mobile to see how your caller ID appears. Implementation of this system allows you to stay proactive while avoiding unwanted surprises down the road. Monitoring your caller ID reputation through early detection allows you to correct potential issues before they impact operations.

6. Work with a Trusted Carrier Partner

Choose a partner like Signalmash that proactively manages number reputation and compliance. As a direct carrier, Signalmash uses STIR/SHAKEN authentication for every outbound call, helping prevent spoofing and maintain trust with carriers and end users.

Most large contact centers change phone numbers often to avoid getting marked Scam Likely. You can also use this strategy, though it may not be practical for every business. However, working with the right partner can help you manage number rotation and reputation more effectively.

What to Do If Your Number Is Already Flagged

If your number is already showing up as "Spam Likely," it is possible to fix it. If you're using your phone number to make frequent, short outbound calls to remind clients of appointments, these may be categorized as fraudulent calls by wireless carriers.

Begin by identifying where the issue originates. Determine whether your calls are being blocked by a carrier or a third-party spam detection app such as Nomorobo or YouMail.

If you know the carrier of your receiving party, you can contact their carrier to whitelist your phone number. Then, contact the appropriate carrier or service provider to request whitelisting or reputation review. You may need to provide proof that your calls comply with regulations and that your organization operates legally. This process can take time, but it is a necessary step to restore credibility and deliverability.

Here are some common US carrier and robocall database services you can contact:

US Carriers:

• AT&T/Wireless/Call Protect/HIYA
• Verizon/Wireless/TNS
• Sprint
• T-Mobile
• US Cellular

Robocall Database Services:

• Nomorobo
• YouMail

Analytics Providers:

• Call Transparency
• Free Caller Registry (helps reach analytics providers that support the major US carriers)

If you use multiple carriers or messaging providers, it helps to centralize your compliance strategy. Working directly with Signalmash ensures your numbers are verified, your campaigns meet carrier standards, and your messages reach your audience reliably.

Rebuilding Caller Trust

Your phone number is a vital part of your business identity. When customers stop answering because of inaccurate labels, you lose both opportunities and trust. Protecting that reputation requires more than just compliance it requires consistency, monitoring, and a partner that understands how the telecom ecosystem works.

Signalmash helps businesses safeguard their caller identity, manage compliance with carrier networks, and maintain open communication channels with customers. If your numbers have been mislabeled or you want to avoid future disruptions, reach out to our team for a consultation.

Contact Signalmash if you have any questions or concerns. Book a call with our experts today to protect your caller ID reputation and keep your customers connected.

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