If your noticing an increase of outbound calls not being answered or even reaching a busy signal, it’s likely your phone number is showing “Spam Risk” or “Scam Likely,” and Customers are less likely to pick up—hurting reach, SLAs, and CX. This guide explains why it happens and the exact steps to fix it, including Branded Calling, Free Caller Registry, and call-auth best practices.
Increased mobile manufacturer privacy protection
Device manufacturers, such as Apple, has features that screens unknown callers. For example, if your caller has an iOS device and they have the Ask Reason for Calling setting activated, the callee’s device screens the call first before they are notified and may choose to accept/decline the call. If they activate other screening features, it increases the chances of your call not being answered, especially if they do not have your contact information saved.
You can read more about this here. These are configuration carriers (and Gladly) have no control over.
Why numbers get flagged as spam
Mobile carriers and device makers use spam-screening to protect consumers. On iOS and Android, callees can mark unknown calls as spam in one tap. Carriers and their reputation partners then score numbers based on user feedback and call patterns. Sometimes, legitimate business numbers (appointment reminders, order updates, support) get mislabeled.
There are ways to boost answer rates.
Branded Calling (recommended)
Branded Calling is a carrier-approved display of your business name, logo, and call reason on the recipient’s screen. This reduces uncertainty (“Who’s calling?”) and directly improves answer rates.
Why it matters:
Clear identity → fewer spam marks, higher trust, higher answer werates.
Pairs well with FCR and SHAKEN/STIR to reinforce legitimacy.
Contact Gladly Support if you’re interested and to understand the cost per identification.
Implement technical safeguards (SHAKEN/STIR + Voice Integrity)
SHAKEN/STIR: Authenticates caller identity to reduce spoofing and improve call trust.
Voice Integrity: Additional provider-level checks that reinforce trust and consistency.
Contact Gladly Support to ensure these are activated for your Gladly Voice account.
Report incorrect spam labels
If your number is already flagged, request a review with telecom providers:
Hiya: Submit a reclassification request: https://hiyahelp.zendesk.com/hc/en-us/p/request_hub
Verizon: Start feedback here: https://www.voicespamfeedback.com/vsf/
These queues feed carrier reputation systems and help correct false positives.
Register numbers with Free Caller Registry (FCR)
The Free Caller Registry is a centralized portal used by AT&T, T-Mobile, and Verizon to verify legitimate business callers (not for telemarketing/robocalls). Carriers may block calls (symptoms include busy signal or calls not connecting) to their subscribers if you phone number is not registered.
Confirm fit: FCR is for legitimate outbound use cases (reminders, service, support, account notifications).
Gather info:
Business name and contact details
List of numbers you own
Call purpose/use cases
Submit at freecallerregistry.com.
Verification can take several weeks; carriers may request proof of ownership.
Monitor reputation and update the registry when you add/remove numbers.