Overview
This article provides some best practices that help improve call answer rates and while minimizing the risk of carrier spam flagging.
By using dedicated phone numbers, respecting opt-ins and DNC requests, limiting call attempts, and maintaining clean, validated lead data, teams can build strong number reputation and consumer trust.
Consistent dialing patterns, gradual volume ramp-ups, and live agent outreach further signal legitimate traffic to carriers, resulting in more reliable outbound performance and long-term campaign success.
Best Practices: TL;DR
🆔 Use Dedicated Phone Numbers by Campaign
📞 Limit Call Attempts to the Same Contact
📅 Call Contacts Who Expect Your Call
📱 Use Valid and Dialable Phone Numbers
⛔ Respect and process DNC requests properly
📊 Follow Predictable Dialing Patterns
💬 Use Live Agents for Lead Outreach
🧹 Regularly Clean and Validate Lead Data
🆔 Use Dedicated Phone Numbers by Campaign
Assign dedicated phone numbers to each outbound campaign to maintain consistent caller identity and number reputation.
Avoid using a single phone number for multiple call purposes (e.g., sales, support, collections). Numbers reused across different Campaigns are more likely to receive inconsistent consumer feedback and be flagged by carriers. Changing the purpose of a number can negatively impact its reputation.
Configure Caller ID in Convoso:
🔗 Changing a Campaign Caller ID
🔗 Configure a Campaign: General Tab
📞 Limit Call Attempts to the Same Contact
Too many call attempts to the same contact in a short time period can increase flags and lower contact rates.
Most consumers generally tolerate up to two calls per day from the same business before answer rates begin to drop.
Configure Call Attempts in Convoso:
🔗 Workflow Automation Tutorial 🎥
🔗 Setting Up Standard Lead Recycling in a Campaign
📅 Call Contacts Who Expect Your Call
Consumers are more likely to answer calls they expect, based on clear opt-in.
Outbound calls should align with how and when the consumer opted in. Opt-in language must be clear, and calls should occur within a reasonable timeframe of consent.
Configure Opt-In Settings in Convoso:
🔗 Edit Opt-In/Opt-Out Options in SMS Campaign Registry
📱 Use Valid and Dialable Phone Numbers
Calls from invalid numbers are more likely to be blocked or mislabeled.
Calls placed from invalid, unassigned, or non-dialable numbers are more likely to be blocked by carriers. Only dial from phone numbers properly assigned in Convoso that consumers can call back.
Configure Leads and DIDs in Convoso:
🔗 Inserting only Dial-able Leads into the Hopper via API
⛔ Respect and process DNC requests properly
Always check Do Not Call (DNC) lists.
Follow TCPA regulations, and respect any direct consumer request to stop contact.
Configure Opt-Out Settings in Convoso:
📈 Ramp Call Volume Gradually
Sudden spikes in dialing volume can trigger carrier monitoring or filtering.
Gradually increasing call volume when launching new campaigns helps avoid carrier filtering. Launch new campaigns with a controlled ramp-up using known, compliant numbers and monitor performance before increasing volume.
Configure Dial Level in Convoso:
🔗 Campaign Dial Level Schedule
📊 Follow Predictable Dialing Patterns
Erratic dialing behavior can appear suspicious.
Consistent dialing schedules and pacing help carriers recognize legitimate traffic. Maintain consistent dialing schedules, pacing, and volume patterns within campaigns.
Configure Dialing in Convoso:
🔗 Workflow Automation Schedules
🔗 Setting up Campaign Schedules
🔗 After Hours and Schedule Workflow Logic
💬 Use Live Agents for Lead Outreach
Live agent dialing is generally more effective and less likely to be reported.
Pre-recorded messages or artificial voice messages used for outbound prospecting are more likely to be reported or blocked.
Manage Agents in Convoso:
🔗 Manage Agent Interface Options
🧹 Regularly Clean and Validate Lead Data
Scrub lead data, validate phone numbers, and remove invalid contacts regularly.
Repeated calls to disconnected or unassigned numbers resemble bad-actor dialing patterns and can harm overall campaign reputation.
Scrub DNC/RND Lists via Convoso:
🔗 Scrubbing Leads Against the DNC List
🔗 Reassigned Numbers Database Lookup