A spam call is an unwanted or unsolicited phone call, often made in bulk, usually intending to advertise, scam, or gather personal information. These calls are typically automated and come from unknown or fake numbers. In contact centers, spam calls can disrupt operations, waste agent time, and reduce overall productivity. Spam calls affect both inbound and outbound communication. For inbound operations, they clog up phone lines and prevent genuine customers from reaching agents. For outbound centers, if numbers are flagged as spam by carriers or apps, customers may block or ignore legitimate calls.

Common Characteristics of Spam Calls

  • Robocalls: Pre-recorded messages that play automatically when answered.
  • Caller ID Spoofing: Fake or misleading numbers that appear local or trusted.
  • Unwanted Sales Calls: Promotions or offers not relevant to the recipient or made without consent.
  • Scam Attempts: Calls pretending to be from banks, government agencies, or tech support to trick people into giving information or money.
  • High Volume: Repeated calls from the same or rotating numbers in a short time frame.

How Spam Calls Affect Contact Centers

  • Wastes Agent Time: Agents spend time answering calls that lead nowhere.
  • Increases Call Queue Length: Genuine customers may face longer wait times.
  • Skews Call Metrics: Spam calls distort performance data like call volume and abandonment rates.
  • Reduces Customer Trust: Customers may avoid answering calls if they suspect spam, hurting legitimate outreach efforts.
  • Triggers Call Blocking: Carriers may mark outbound numbers as spam if flagged repeatedly, reducing contact success.

How to Manage Spam Calls in Contact Centers

  • Use Spam Detection Tools: Implement software that filters or blocks suspected spam calls before they reach agents.
  • Monitor Number Reputation: Check whether spam filters or call-blocking apps flag outbound numbers.
  • Educate Agents: Train staff to identify and report spam activity to management.
  • Limit Outbound Attempts: Avoid over-dialing customers or using aggressive tactics that could result in spam complaints.
  • Follow Compliance Guidelines: Adhere to laws like the Telephone Consumer Protection Act (TCPA) to avoid being labeled as spam.