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Spam Calls: How CSPs Can Transform a Growing Threat Into an Opportunity

Estimated Reading Time: 2 Minutes

Depending on where you live, you might receive different types of nuisance calls—but wherever you are, the way they make you feel is basically the same: Frustrated, uncomfortable and angry. Telecom customers around the world face a constant flood of spam calls—unwanted credit card offers, too-good-to-be-true products that are being offered exclusively to you, scary extortion attempts looking to steal your money, or any number of other annoying or fraudulent topics. Fortunately, communications service providers (CSPs) can help filter out the junk.

What are spam calls and why are they a problem?

Spam calls, or robocalls, are unwanted automated phone calls that either deliver prerecorded voice messages or connect the receiver with an agent, typically to trick or convince the recipient into spending money or sharing personal information. Thus, automated systems that were originally intended to help people connect have been perverted by telemarketers and fraudsters. Spam calls are so ubiquitous that chances are you've gotten quite a few of them, regardless of who or where you are. Spam calls are everywhere.

The impact of spam calls goes far beyond annoyance. A March 2021 report found that in the preceding 12 months, Americans fell victim to phone scams for a total of almost $30 billion. No wonder governments created laws and regulations aimed at deterring people from harassing consumers through spam calls. These efforts include the U.S. Telephone Robocall Abuse Criminal Enforcement and Deterrence (TRACED) Act, South Africa’s Protection of Personal Information Act (POPIA) and the European Union’s General Data Protection Regulation (GDPR), to name just a few.

The Impact of spam calls on CSPs

Consumers are the most widely recognized victims of spam calls, but CSPs are also harmed by these fraudulent interactions. That’s because users tend to blame their phone provider for allowing these calls to reach them. As a result, every spam call causes customer satisfaction to dwindle—and CSPs need to react.

Using Telecoms Low Code to prevent spam calls

ECT has been helping CSPs prevent nuisance calls for decades. For example, in the United Kingdom, TalkTalk has been successfully combatting spam calls with CallSafe, a Telecoms Low Code solution devised by ECT that allows customers to screen callers and block numbers, helping to ensure that they only speak with the people they want to speak to. According to TalkTalk executives, more than 11 million calls per month are filtered with this solution. Because the number of CallSafe customers exceeds 175,000, the solution is providing an impressive amount of scam protection.

Working toward a nuisance-free future

While laws and regulations provide consequences for those abusing spam calls, they are not enough to completely stop criminals. Fortunately, CSPs can leverage innovative solutions implemented directly inside their own networks to help consumers feel safer every time they pick up their phones. For the CSP, these solutions can be a competitive differentiator that helps them acquire and retain customers. That means that everyone wins here—everyone but the robocallers, that is.

Click here to learn how ECT helped TalkTalk to filter nuisance calls in the United Kingdom.

ECT Editorial Team