A Call Center Blacklist: What for and How to Create
Every business from time to time is facing spam calls. They distract from work and sometimes even annoy the Call Center agents. So let’s figure out when it’s better to block the particular number and how to do that at Nectar Desk.
The average Call Center receives 10-20 spam calls daily. Taking into consideration the fact that the phone line is usually pretty busy, there is no time to be wasted on the nuisance calls.
When you should block the phone number
To answer this question, let’s figure out what kind of calls can be considered spam.
There exist 10 common phone scams currently making the rounds:
- Threatening calls from the IRS.
- Technical support calls.
- Fake charity appeals.
- Lottery scams.
- Family members in peril.
- Bank fraud calls.
- Insurance, health care, and debt scams.
- Website password requests.
- Fake customer requests.
- Other urgent requests.
If you’re running a Call Center or work as a call agent, you’ve probably received similar calls:
- “We’d like to invite you to a webinar/presentation of our new product.”
- “Congratulations! We have chosen your number to win one of our incredible prizes.”
- “We have a fantastic internet package, just for you.”
- “Hello, I’m calling from tech support. We have noticed there’s a serious problem with your credit card. If you won’t do X, there’s a serious risk of you losing all your data…”
Even if you’re an unswerving person and it can’t tick you off, it wastes your precious time. Meantime, the real customers, who need your assistance, have to wait in a queue.
While regular phone users can simply ignore unknown calling numbers, for a business that’s out of the question.
Every missed or ignored call can be a lost sales opportunity, so you have to answer all of them. But if you answer fake calls, you are wasting time and money that you could use on real callers. Is there any way in which you can stop bots and pushy salespeople from clogging your phone line? Yes, by creating a call center blacklist.
How to add a contact to a blacklist: step-by-step instruction
Virtual phone systems such as Nectar Desk have a feature that will come in handy – call center blacklisting. The blacklisting feature allows you to compile a list of phone numbers that you want to be disconnected immediately the moment they attempt to call your business. Those numbers might be bots, vendors, spam callers, aggressive callers, and so on. You will also not be charged for the call attempt.
Such a blacklist can be created in just a few clicks and you later modify it as you wish. Here’s an example of how can you create and configure a call center blacklist in Nectar Desk:
- Go to CRM – Contact and find the necessary phone number filtering the data. Then press Edit near the number you want to block:
- Mark the option to block the incoming calls :
No more spam calls
The fight with the spam callers and spammers is far from over. Since they keep finding new ways to annoy or scam businesses out of their money, you have to be continuously on your guard. But now you have call center systems to make dealing with those pesky callers a bit easier.
In just a few minutes, you can create your own call center blacklist and prevent numbers on it from calling you ever again. That way, you will save money you would otherwise lose on dealing with nuisance calls. Your agents will also be able to sigh with relief that they won’t have to deal with spam calls as often.