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A Spotlight on the Dual Impact of Robocalls on Telecom Carriers

A Forrester Consulting Thought Leadership Spotlight Commissioned by Neustar

Telecom carriers, and the businesses they serve, rely on phone calls for facilitating critical customer interactions. Carriers see outbound calling as the most crucial channel for meeting customer service goals.

Telecom firms have been uniquely affected by the rise in robocalls and spam calling as both a provider and user of voice services. They have had to roll out anti-robocall tools to protect consumers, wherein some legitimate calls have been incorrectly blocked or marked as scams, including carriers’ own outbound calls to their customers.

In September 2019, Neustar commissioned Forrester Consulting to evaluate telecommunications carriers’ role in the current state of outbound call experiences. Forrester conducted an online survey with 52 business and technology decision makers responsible for outbound call experiences at US telecommunication carrier firms to explore this topic.

Download this free spotlight to see the key findings on the state of outbound calling for carriers and recommendations to restore trust in phone calls.

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