Boost Your Communication Success by Building Trust and Reputation in Mobile Messaging

Why This Feature Matters

As mobile carriers like AT&T, Verizon, and T-Mobile increase their efforts to reduce spam, understanding call and text monitoring is crucial. By adopting best practices, you can:

• Improve call and text deliverability
• Build trust with your leads and clients
• Comply with consumer protection laws
• Protect your number’s reputation and avoid carrier-level blocking

Step-by-Step Instructions

Understanding Carrier Monitoring Criteria

Carriers flag messages and calls as spam based on several criteria:

• Answer Rate: Low connection rates can signal spam.
• Call Length: Calls lasting less than 4 seconds often raise red flags.
• Repetitive Calling: A high call volume to a single number can indicate “wardialing” risk.
• Decline/Report Rate: A high number of “unwanted” reports can damage your reputation.
• Call Timing: Late-night or early morning calls (e.g., at 3 AM) attract scrutiny.

How to Build Your Number’s Reputation

• Add your Sierra Dialer number to your email signature and website.
• Encourage clients to save your number in their phone contacts.
• Begin texts with your name and company for clear identification.
• Be transparent about the reason for contacting them.
• Personalize every message or voicemail to create a connection.
• Obtain opt-in consent before sending texts for compliance.
• Always offer a clear opt-out option and honor requests immediately.

Responsible Calling with Sierra Dialer

• Adhere to state-specific call opt-in/opt-out laws.
• Avoid calling numbers that do not expect your contact.
• Refrain from calling numbers on the Do Not Call Registry.
• Mark and honor no-contact requests within your CRM.
• Use the dialer for ongoing conversations to enhance answer rates.
• If a call is missed, leave a voicemail or follow up with a text—avoid repeated calls.

Responsible Texting with Sierra Dialer

• Utilize Sierra tools for personalized, one-to-one text messages.
• Text only leads who have explicitly opted in.
• Avoid messaging numbers on the Do Not Call list.
• Do not send repeated messages to non-responsive contacts.
• Always include opt-out instructions in your first message.
• Use full URLs and avoid language that may be deemed spammy.
• Include your name and business information for transparency.

Best Practices

• Regularly check your answer and opt-out rates to gauge effectiveness.
• Implement personalized messaging techniques rather than relying on generic scripts.
• Avoid sending messages during unusual hours where possible.
• Monitor campaign performance to minimize potential complaints.
• Utilize Sierra’s features to effectively manage compliance and tagging.

Tools to Help Maintain Healthy Carrier Reputations

• Sierra Branded Caller ID: Enhance your call recognition.
• Text Segment Counter: Prevent message splitting or excess charges.
• Spam Word Avoidance Guide: Refine your email/SMS content to avoid pitfalls.
• Twilio SMS Guidelines:
  • US Guidelines
  • Canada Guidelines
• Phone Number Reputation Registries:
  • www.freecallerregistry.com
  • First Orion Portal

Troubleshooting Common Issues

• Texts flagged or blocked? Check for spam trigger words or missing opt-in.
• Low call answer rates? Improve personalization, and avoid over-contacting.
• High opt-outs? Review your message content, timing, and targeting strategy.

FAQs

• What’s the best way to avoid being marked as spam?
  Always personalize messages, clearly introduce yourself, and avoid repetitive, unsolicited outreach.
• Do I need opt-in for text messages?
  Yes. Explicit opt-in is required to comply with TCPA regulations and to mitigate carrier filtering.
• Is it okay to text leads after one failed call?
  Yes, but ensure your message includes your name, the reason for contact, and an opt-out option.