Number labeled as "Spam" and "Scam"

  • Updated

"Call labeling technologies are used by terminating carriers and can lead to calls being delivered as ‘Spam’ and ‘Scam’. These labels cause a lack of customer trust in your calls and damage to your brand reputation." [1]

"Several factors can cause your legitimate numbers to be mislabeled:

  • "Algorithms have been deployed to look for high or aggressive looking call volume, inconsistent traffic patterns, time of day calling violations, number of call attempts made to the same person in a short amount of time, and other potentially suspicious dialing behaviors. [1]

  • "These algorithms are extremely subjective and should be thought of as the terminating carrier’s best guess as to who you are and why you’re calling, hence the discrepancies from network to network. Even ordinary traffic patterns can be misinterpreted as suspicious by the algorithms. [1]

  • "Aggressive-looking dialing practices and customer complaints lead to improper labeling, and these labels are heavily reliant on crowdsourcing data and consumer complaints.[1]

  • "Robocallers spoofing your caller ID also affects the algorithms’ treatments of your calls and algorithms have taken on a life of their own thanks to artificial intelligence (AI)". [1]

  • It is important to note that smartphones also get information from websites and for that reason a warning could be displayed when a call comes in. For example, more often then not you will see the name of the company when a call comes in, but If someone Flagged a call from your number in that carrier's app as spam  this could cause Google or Apple to display a “Spam risk” warning instead of the name of the company.



How to remove and keep your numbers from being mislabeled

"In summary, there are a few key practices in removing and keeping your numbers free from mislabeling" (The registration process only applies to the US) [2]

  • Ensure that you have complied with all relevant TCPA laws, FCC regulations, and the carrier’s Acceptable Use Policy. TCPA LAWS,

  • "Register your numbers - For any case of mislabeling or proactively for any new number that you obtain. The FCC has established this free registry site, , which covers the main analytic companies that support major US wireless carriers that can remove a negative label on a call.".

  • "Remain consistent - Due to the increase in illegal robocall traffic, reputational analytics can sometimes perceive abrupt changes to calling patterns, sudden spikes in traffic, and the frequent swapping of phone numbers as ‘fraudulent looking behaviors.’ When the behaviors used by legal call originators too closely resemble the preferred actions of illegal callers, an increase in risk ratings and negative labels associated with legal call originators’ numbers can result. [1]

  • "Manage call volumes - For example, if 99% of an organization’s calls are delivered from a single number, you’re likely to experience some challenges with labeling. The algorithms are subjective, and ‘aggressive-looking’ dialing can be enough to trip the threshold. [1]

  • "Call intent – Using one phone number to make a variety of call types can come off as ‘confusing’ and ‘unpredictable’ and can increase mislabeling of your phone numbers. Think of this as ‘multiple personalities’ – so if one number is originally calling about ‘new account setup’, then tomorrow it’s calling about ‘customer service,’ and the next day, ‘past-due payments,’ this perceived lack of clarity and uniformity can seem suspicious and negatively affect a number’s reputation". [1]


[1] Richard Steadman (2021, Nov 8). When spam isn’t spam. Retrieved from
[2] Brooke Aaron (2021, Oct 30) How to Resolve Outbound Calls Being Flagged as Scam Likely or Spam. Retrieved from 

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