If you have concerns about pickup rates, CNAM and numbers being marked as spam are likely components of your improvement strategy. Here are how those work with Natterbox.
CNAM (Caller ID Name)
For calls in the US region, Natterbox can control the business name (CNAM) that is presented when your users make an outbound call.
Please submit a Natterbox support ticket with the following details:
The name you would like to present - limited to 15 characters
The number you would like to present this name for
If you are in any other region, Natterbox is unable to control the CNAM because of various laws and regulations. There are other tools that you can use to register your CNAM. This can improve pickup rates. Please be aware, some of these may incur a charge with that provider. Natterbox does not assist with this process.
Region | Where to register for CNAM |
|---|---|
UK 🇬🇧 | https://www.hiya.com/en-gb/products/connect/number-registration |
Germany 🇩🇪 | |
Italy 🇮🇹 | |
France 🇫🇷 | |
Australia 🇦🇺 | |
Sweden 🇸🇪 |
This is not an exhaustive list but some suggestions. Please do your own research for your specific regions. Hiya is generally the most used globally.
Truecaller is more effective in Nordic nations, while Tellows offers a version tailored for each European nation.
Numbers / Calls being Marked as Spam
Natterbox has no direct control over spam flagging. Spam identification is managed by:
The receiving party's carrier (network-level filtering)
Third-party apps and databases (e.g. Hiya, Scam Shield, Google Phone app)
Individual users on Android/iOS, who can flag a number as spam with just a couple of taps
Because these systems are run by independent companies, Natterbox cannot remove a spam flag on a customer's behalf. However, there are several options available.
What Natterbox can help with
If a number has become too tarnished, the cleanest solution is to purchase a new number to use as the CLI (Caller Line Identification) for outbound calls. Contact your Natterbox Account Manager to order a new number (and potentially cancel the old one)
Consider an outbound CLI rotation solution - this means that in the Outbound Calls policy the number that users are presenting is rotated on a random basis (this will likely require a paid project)
Consider using mobile numbers and using DDIs so each user making outbound calls has their own number
Lead Qualification Processes
Qualify leads carefully before calls. High volumes to unfamiliar people may be marked as spam. Focus on those likely interested to reduce spam reports.
Consider building a lead scoring solution and only calling highly scored leads
Register CNAM (Caller ID Name)
In the US, Natterbox can help register the CNAM.
In other regions, please find the relevant organisation for your region to register the CNAM.
Submit to Spam Removal Registries
A useful tool for checking a number's spam status across multiple databases:
CallerID Reputation: https://calleridreputation.com/
This lets you see which databases have flagged your number and initiate removal requests accordingly.
In the US, here are some examples of where you can register to remove your number from spam:
In other regions, Hiya is the most widely used third-party spam database
Hiya removal request form: https://hiyahelp.zendesk.com/hc/en-us/requests/new?ticket_form_id=824667
If you can replicate the spam label on your own devices, you can report it as an error directly:
Android (Google Phone app): https://support.google.com/phoneapp/answer/3459196?hl=en-GB
Apple does not have an equivalent.