Robocalls and call spoofing are not just having a negative impact on US consumers, they’re also hitting enterprises hard. While call authentication standards, like STIR/SHAKEN have been implemented to help combat these issues, legitimate enterprise calls are still getting blocked or marked as spam. While the phone remains a popular and vital communications channel, customers, wary of fraud, are not answering the phone. That’s having a negative impact on the customer experience, and revenues.
This second edition of this research, which was commissioned by Neustar, a TransUnion company, and produced by Omdia, is based on a new survey of 361 large US enterprises operating across seven industries carried out in November 2022.
Read the report to get details on key findings, including:
- Scams and illegal robocalls are a huge problem for US consumers and enterprises
- STIR/SHAKEN, designed to mitigate call spoofing, can also mistakenly block legitimate calls or mis-tag them as spam
- The majority of enterprises surveyed—across seven different verticals—say that phone calls are one of the most important channels for reaching customers, ahead of mobile apps, email, and social media—but customers are afraid to answer the phone
- The level of financial impact that negative call experiences are having on US enterprises suggests they have a strong incentive for addressing the impacts of both scam robocalls and systems designed to mitigate them