Spam calls can significantly disrupt productivity and customer service in a call center. Implementing effective strategies to reduce them is essential for maintaining efficiency and protecting sensitive information.

One of the most effective methods is using advanced call-blocking software. These systems use machine learning and real-time blacklists to identify and block known spam numbers automatically. Integrating such tools into your call center’s telephony system can greatly reduce unwanted calls.

Another key step is registering your call center numbers with the Telephone Preference Service (TPS) in the UK, or a similar national registry. This can help reduce unsolicited marketing calls from legitimate businesses.

Caller ID verification, such as STIR/SHAKEN protocols, helps authenticate incoming calls and flag suspicious ones. Training staff to recognise common signs of scam or spam calls ensures they respond appropriately and report new threats promptly.

Regularly updating your firewall and network security also reduces the risk of VoIP-based spam attacks. Finally, monitoring call data analytics can reveal patterns that indicate spam activity, allowing proactive action.

By combining technology, staff training, and proactive monitoring, call centers can significantly reduce the volume and impact of spam calls, ensuring smoother operations and better customer experiences.