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Call labeling refers to assigning labels, such as "SCAM RISK," to phone numbers to help prevent fraudulent activities. This system is designed to protect consumers from scams and is increasingly important in an era where trust in phone calls is declining due to the prevalence of robocalls and caller ID spoofing.

The image below illustrates the call labeling process:

Who Generates Call Labels?

Call labels can be implemented in several ways. The most common method is through carriers, who utilize third-party software and analytic engines to evaluate call statistics. These engines analyze various calling metrics and assign labels to numbers deemed suspicious.

Alternatively, third-party applications like RoboKiller and NOMOROBO can generate labels for individual devices. However, it’s important to note that if a label is assigned by one vendor, it does not necessarily mean that the same label will be recognized by all vendors. Each vendor uses different analytics and criteria for labeling, leading to inconsistencies across networks.

STIR/SHAKEN and Call Labeling

The STIR/SHAKEN framework is a crucial addition to the call labeling ecosystem. By ensuring that outgoing calls are signed with a digital certificate, STIR/SHAKEN provides an authentication mechanism that verifies the legitimacy of the caller’s identity. This process helps reduce the number of fraudulent calls, which, in turn, minimizes the likelihood of legitimate numbers being mislabeled.

When a call is authenticated through STIR/SHAKEN, it allows for a more reliable identification of callers. Consumers are more likely to answer calls that have been verified, reducing the stigma attached to unknown numbers. Voxtelesys, for instance, signs calls on behalf of its customers, providing the appropriate level of attestation that can be displayed to the recipient, thereby enhancing the caller's reputation.

For more information on STIR/SHAKEN please refer to the Voxtelesys STIR/SHAKEN Blog

Why Are My Calls Being Labeled?

Analytic engines assess multiple factors, including:

• Consumer complaints
• High call volume
• Suspicious calling patterns
• Call history
• Number spoofing

New phone numbers are particularly susceptible to labeling due to their lack of prior call history, and then an abrupt increase in call activity. The implementation of STIR/SHAKEN can help mitigate these issues, as calls with a verified identity are less likely to be flagged as suspicious.

How Can I Reduce the Likelihood of My Numbers Being Labeled?

If you're concerned about your numbers being labeled, consider the following best practices:

• Ensure Compliance: Adhere to telemarketing rules and guidelines, see TCPA and CTIA
• Register Your Numbers: Use resources like the FreeCallerRegistry.
• Ensure Calls Are Expected and Wanted: Communicate with recipients ahead of time.
• Maintain Consistent Calling Patterns: Avoid sudden spikes in call activity.

How Can I Determine if My Calls Are Being Labeled?

There are two primary methods to check if your numbers have been labeled: a DIY approach and using number reputation management tools.

DIY Approach:

• Monitor Call Statistics: A decline in answer rates may indicate that some numbers have been labeled.
• Test Labels: Check if a label appears by having each number call your mobile phone.
• HIYA App: You can enter your number in the HIYA app to check its score.

Number Reputation Management Tools:

• Automated monitoring
• Insights into call status and metrics

What Additional Steps Can I Take?

Consider reaching out to your local congressperson or contacting the FCC directly for further assistance. Staying informed about call labeling and authentication practices like STIR/SHAKEN can help you protect your business and maintain trust. You can also contact us today to learn more.

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