If you read this blog, you must already use our Verified Business Caller ID solution. If not, you can go through our knowledge base and start. 

With Truecaller’s Verified Business Caller ID, businesses have seamlessly connected with customers and greatly improved their calling efficiency. This has been possible because of three simple reasons: 

• Businesses can reach customers with a prominent brand identity (Brand name and logo).

• Customers know why businesses are calling them with the Call Reason capability.

• Customers can ask businesses to call at an appropriate time with the Call Me Back capability.

This, along with other customer experience features and enhancements, reflects our purpose of making communication transparent, purposeful, and democratic for customers. 

Allowing users to mark the calls as spam is an extension of this purpose. We are responsible for our users and want them to express their opinions on the calls they receive freely. Therefore, when a verified number is identified as spam by X number of people (where our proprietary algorithm has determined X), a spam score tag (with a red band, as shown in the figure below) is displayed on the green caller ID.

Should you worry about it?

First and foremost, your "spam score" is not a universal verdict on your business and brand reputation. People may flag a call for various reasons, some of which may be specific and not apply to every individual. Whether your number gets marked as spam or not (even after using the Verified Business Caller ID) is predominantly decided by the following factors: 

• The frequency of calling: Most people find it frustrating to receive back-to-back calls at odd hours. Making too many calls in a day may make you appear as a pushy brand that doesn't value customers' time and priorities. No matter how authentic your caller ID seems, a particular section of customers will mark your calls as spam if you don't rationalize your calling frequency. 

• The nature of the call: You need to be precise with what kind of calls you make to which customers. For example, it may backfire if you keep making customary calls to people who have already explained their pain points to your customer support team. Eventually, they will run out of patience and flag your calls when they see your brand name on their mobile screens. 

• Brand experience: In an omnichannel ecosystem, people interact with brands via different channels (both online and offline). If a customer previously had a poor experience with your brand on an email or offline store, they may not respond to your call, even if you use the Verified Business Caller ID.

The Verified Business Caller ID is a brand identity solution. It enables you to showcase your brand name, logo, and industry tags to instill a sense of safety and trust into customers while preventing identity theft by scammers. 

Even after getting marked as spam:

• Your green caller ID and verified tick remain intact. 

• Your brand identity (name, logo, tag) remains intact.

Why you shouldn't press the panic button?

Our solution ensures your outbound calls are branded and purposeful so you don't miss out on your high-intent customers. Your low-intent customers may still see your business calls as intrusive or irrelevant and flag them.

For example, if a bank is calling for KYC verification, then:

• High-intent customers will be the ones yet to complete their KYC verification.

• Low-intent customers will be the ones who have already completed their KYC verification.

You must see it from a "what you are gaining and what you are missing out" perspective. You gain the trust of highly relevant customers, and you mostly miss out on those who weren't your ideal audience in the first place.

However, you can successfully connect with more customers and grow your business by focusing on the following aspects:

• Relevancy: Don't take the "one size fits all" approach. Make your calls relevant by customizing your call reason according to the needs and priorities of different customer segments. You can also display your call reason in multiple languages to appeal to more customers. 

• Differentiation: Our Video Caller ID feature adds more distinction to your business calls. You can display customizable and case-based videos when calling customers.
  

We hope this article clarifies “spam marking” and why it really isn’t a barrier to reaching more high-intent customers. You can always refer to our FAQs around spam management to get a better understanding.