The Rise of Unwanted Calls

THE RISE OF UNWANTED CALLS

Unwanted calls go well beyond spam and can cost businesses thousands in wasted telephony and operational costs.

Phishing Traffic Pumping Telemarketing Misdialed Pocket Dialing Ghost Dialing HIGH FREQUENCY HIGH FREQUENCY HIGH FREQUENCY LOW FREQUENCY VERY LOW FREQUENCY INSIGNIFICANT FREQUENCY A bad actor calls A carrier artificially A business or A person and/or A call is A call is initiated a number with the generates tolled individual calls a virtual assistant unintentionally due to a glitch in a intent of gathering calls in order to make number with the accidently calls the initiated by a person telephony system personally identifiable revenue intention of selling a wrong number or assistant information that can product or service Cause be used to commit Known Tactics Cause Cause Technical Error fraud • Targeted Pumping Known Tactics • Dialing Typo Accidental • Toll-free Pumping • Robocall Spray and • Number Capture Known Tactics • Long Distance Pray (Spamming) Typo • Robocall Spray and Pumping • Targeted Calling • Virtual Assistant Prank Call Pray (Spamming) • Smishing (Text- Error INSIGNIFICANT FREQUENCY • Spear Phishing based Phishing) • Advertising Error A person calls a • Smishing (Text- • Spoofing • Number Reassigned number with the based Phishing) purpose of causing • Spoofing mischief Known Tactics licit Targeted Calling Unso ed

Lead Gen / Hung Line

Follow‑up Personal LOW FREQUENCY r

MEDIUM FREQUENCY LOW FREQUENCY e The call hangs

t without disconnecting A follow-up call A call is made to a Unwanted or loops (IVR) is made to a lead campaign related O that the recipient number rather Cause is uninterested in than the recipient's Call Types Error receiving number d S e o w Cause Cause l o ic ll Filling out form at a Caller used tracking ite A conference/webpage line when contacting d with CTN as contact the business info Surveys Abandoned LOW FREQUENCY A call is made to Vendor JOBS VERY LOW FREQUENCY gather opinion on an LOW FREQUENCY A call is made but issue A call is made to a abandoned, either Collection due to external Cause campaign related Employment INSIGNIFICANT FREQUENCY circumstances or an Filling out form at a number rather than Distracted A call is made to INSIGNIFICANT FREQUENCY undesirable greeting, conference/webpage the correct number attempt to collect on A call is made to a but call doesn't VERY LOW FREQUENCY with CTN as contact a bill or debt Cause campaign related disconnect A call is made but the info Caller used tracking number rather than caller is too engaged line when contacting the correct number Cause in other activities to the business • Too many IVR focus on the call. Cause options Caller used tracking • Too many transfers Cause line when contacting • Placed on hold for Attempting to the business too long multitask

Top Unwanted Call Categories in the US*

32.1% 25.4% 24.7% 10.6% General Spam Scam or Fraud Telemarketer Robocaller

*Including 7.2% Others. Source: Hiya

Nearly $1 BILLION in losses estimated in 2019 for small businesses The Increasing Cost of Spam

$956.1M* $781.4M*

$475M $498.3M* 58.5B 29.1B 47.8B spam calls spam calls spam calls 30.5B spam calls

2016 2017 2018 2019

*does not include inflation or changes to minimum wage

Source: Youmail Robocall Index

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