In a recent support thread between our Customer Success team and a valued client in the commercial property space, a common frustration emerged: low pickup rates despite high outbound call volume. One agent reported making 600 calls with only one appointment booked, prompting serious questions about what’s going wrong — and what can be done.
Step one: diagnose the real problem
It’s tempting to assume the technology is at fault — and we welcome that scrutiny at Aloware. Our team immediately looked into potential spam flagging issues using NumberGuard data, and we found that only one number was flagged as “Potential Spam”. So what else might be at play?
Step two: break down the sources of failure
As Brandi, our Sr Director of Client Experience, put it clearly:
“We need to figure out what part of the problem is Aloware-related, what part is on the client side, and what part is industry-driven and possibly unsolvable.”
That structured breakdown is crucial. In this case, several key factors emerged:
- Call Strategy: Nearly half (48%) of all calls lasted 10 seconds or less — suggesting they weren’t even reaching voicemail. This points to calls being auto-declined or ignored by recipients.
- Lead Expectations: While the leads were reportedly form fills, the recipient may not remember or recognize the business calling — a problem that can be mitigated with a confirmation SMS at the time of opt-in.
- Number Rotation: When reps make over 100 calls a day, rotating through multiple phone numbers is essential to avoid being flagged by carriers and recipients alike.
- Double Dialing + Voicemail Strategy: Brandi also recommended a double-dial approach followed by a voicemail drop, repeated over several days. This helps break through initial resistance and increases callback rates.
Here’s what we recommend:
- Always verify your numbers with tools like NumberGuard.
This tool checks caller ID databases and ensures your numbers aren’t being automatically rejected by carriers or flagged by apps. It’s the first step in making sure your outreach is even getting through. - Send a welcome SMS when someone opts in — with your business name and purpose.
This is critical. Modern smartphones pick up your sender identity, so when you call later, it shows up as “Maybe: Your_Name” — significantly improving pickup rates and trust. - Use multiple outbound numbers to distribute your call volume.
Carriers are increasingly sensitive to high outbound activity from a single number and may silently reject your calls. Aloware’s Local Presence technology helps here by matching your lead’s area code with a local number, which has been shown to boost answer rates. - Train your reps to leave compelling voicemails — or automate it.
With Aloware’s automated voicemail drop, reps can leave consistent, professional messages in seconds. This not only saves time but also encourages prospects to call back, effectively turning outbound into inbound. - Measure call duration to spot silent rejections early.
If your calls last under 10 seconds and aren’t reaching voicemail, it could signal a technical block, poor number reputation, or a disinterested lead. Tracking this data helps you pinpoint whether the issue lies with the tech, the tactic, or the lead source.
It’s a shared responsibility
As we face tougher call deliverability environments — from carrier filtering to iOS-level call screening — improving connect rates requires tight collaboration between software providers, sales teams, and strategy leaders. Aloware is proud to support this effort and share what works across our customer base.
If you’re seeing similar issues in your outbound campaigns, talk to your Aloware CSM. We’re not just your software — we’re your partner in making every call count.
