Avoid False Spam Detection¶

This page provides effective ways to reduce spam reports, see more information in spam-detection.

During Welcome or Verification Calling¶

To minimize false spam reports when conducting follow-up transactional or service calls—such as verifying details or saying "thank you" after a face-to-face sign-up—consider the following strategies:

Speak to the donor on the first call attempt: This is the most effective approach (100% effectiveness). When a fundraiser calls your outbound number from their mobile right after sign-up, the phone will ring for agents based on their team's call list. The agent will have the donor’s most recent sign-up loaded, enabling them to call back while the donor is still present. This ensures privacy as the fundraiser leaves the donor’s vicinity.
Enable voicemail on the campaign: If a donor returns the call and no agent is available, they will hear a message explaining who called and why (e.g., to check details or say "thank you"). This reduces the likelihood of your number being reported as spam, as opposed to a generic terminated message, which increases the risk of a spam report.
Enable returned call answering: Allow inbound calls in the team configuration. Donors often return calls at their convenience, such as after a meeting, meal, or drive. This setting ensures that only recently contacted donors can reach agents with access to their records.
Avoid missing returned calls: Returned calls are more likely to result in your number being marked as spam. Consider training managers to answer occasional overflow calls when they are available. Returned calls can be answered by anyone with access to the record, including admin users.
Follow up promptly on missed calls or voicemails: Regularly check inbound calls (ideally every 15 minutes) and return missed calls. This should include blocked numbers or calls from different numbers than initially called, which will be diverted to voicemail. Agents with admin permissions can listen to voicemails, return calls, or set up a callback.
Reduce voice call dial-out time (ring time): Consider setting the ring time to under 15 seconds, as most carriers divert to voicemail after 15 seconds. This helps avoid leaving silent voicemails by mistake, reduces time spent dialing unanswered phones, and cuts call costs, as every voicemail is considered a connected call.
Create a 'Donor Comms' SMS template: Send an SMS during the first call attempt from the number you're using, explaining who called and why. Formatting the number in E.164 international format converts it into a clickable link, making it easier for donors to return the call.
Ask new donors to add the charity's contact details to their phones: After a face-to-face sign-up, provide a QR code that donors can scan to add a vCard to their phones. Include the charity’s website, email, key contacts, support care line, and the number you use for follow-up calls. Label it as "Thank you" or something similar so the charity name appears when you call. See #vCard QR code for more details.

During Fundraising Calling¶

It’s hard to avoid spam reports entirely with cold calls. Constantly cycling numbers out might mean the negative experiences don’t get linked to your brand every time however the days of this as a strategy are limited. With some changes, you could even turn a callee that would otherwise report your number as spam in to a long term donor.

Aim to speak to the donor on the first call attempt: This is especially effective when you’re already engaging with them. If you're feeding live leads into Evergiving via API or digital forms, add them as Tier 1 (absolute priority) on the team’s call list and ensure coverage for real-time calls. A warm call list can fill any gaps as Tier 2.
Enable voicemail on the campaign: If donors return your call and no agent is available, they will at least hear who called and why, reducing the likelihood of your number being reported as spam.
Allow returned call answering: Enabling inbound calls in the team configuration ensures donors can return calls when it suits them best, such as after meetings or meals. These returned calls are often easier to convert.
Don't miss returned calls: These are the most likely to result in spam reports. Training managers to handle overflow calls can prevent this, as any user with access to the record, including admin users, can answer the returned call.
Promptly follow up on missed calls or voicemails: Regularly check for returned calls every 15 minutes and ensure callbacks are set for any missed calls. Admin agents can handle these calls or set up callbacks if needed.
Reduce the dial-out time (ring time): Lowering the ring time to under 15 seconds helps prevent leaving accidental silent voicemails, reducing call costs and the likelihood of a spam report.
Create a 'Donor Comms' SMS template: Send an SMS during the first call attempt, containing your number and an explanation of who called and why. Use E.164 formatting to allow donors to click the number and easily return your call.
Include a vCard link or QR code for online leads: Add a vCard or QR code link on mobile views or desktop views, enabling donors to save your charity’s contact details to their phones. Make sure the number you will use to call them is included and labeled appropriately (e.g., "Petition"). The charity’s name will then appear when you call. See #vCard QR code for more details.

Tips¶

Don't use answer machine detection: It announces to the recipient that you’re a call center due to the pause and tone change. This can lead to your call being ignored or reported as spam. Additionally, answer machine detection doesn’t provide much value if you avoid hitting voicemails through other methods mentioned here. Evergiving does not offer answer machine detection.
Don't use predictive dialers: Predictive dialers call more numbers than there are agents available, resulting in dropped calls and significant penalties in many countries. Dropped or silent calls are a quick way to get your number reported as spam. Evergiving does not support predictive dialers due to the negative impact on donor experience, especially for charities.

vCard QR Code¶

After implementing the previous strategies to minimize spam reports, you can use this method to further improve your caller reputation. Providing a vCard via QR code ensures donors have the charity's contact details saved, including the number used for follow-up calls.

Scan the code below with your phone's camera to add Evergiving Support as a contact.

Register Your Phone Number on a Safe List¶

Registering your business number with Hiya Registration can help prevent it from being marked as spam or scam. Many people hesitate to answer unfamiliar numbers, but registering with Hiya increases the chances of your calls being recognized as legitimate.

If your number has been blocked, you can unblock it through Hiya’s helpdesk.

Hiya is currently developing a new registration platform, so you may want to sign up for updates to stay informed.