Received this from CallSource. They reached out to offer more support around the issue. We are currently running a few tests.
Regarding your outbound calls being shown as possible SPAM calls, unfortunately a lot of businesses are currently experiencing this problem. Because of the increase in actual SPAM calls and robocalls, there’s a lot of pressure right now from the FCC on phone carriers to implement more aggressive call blocking and labeling mechanisms. Unfortunately this means that a lot of legitimate calls are being labeled as SPAM as well.
We have taken the step of registering you dealership’s eLead outbound calling line to hopefully remedy this. The number registration goes through three telecom companies that oversee this. It can sometimes take up to 10 business days to process through all of them. Please let me know if you notice it getting better over time or if you’re still experiencing this issue.
In the meantime, I would make sure that you’re leaving a voicemail every time you place an outbound call if the customer doesn’t pick up. I’ve noticed that consumers tend to check their voicemails even if the call was labeled as a SPAM call, so this will greatly increase the chances that the consumer will call back and also pick up next time they see a call from that number.
Here is an article about the FCC’s call authentication efforts that gives more details:
Combating Spoofed Robocalls with Caller ID Authentication | Federal Communications Commission (fcc.gov)
I hope this is all helpful. As I mentioned, I am going to be doing everything I can to try and get this resolved for you ASAP.
In the meantime, please let me know if I can help with anything else.
Best Regards,
Ofer
