Setting up trackable phone numbers in MyMedLeads (under Preferences > Phone Number Management) will inevitably result in spam calls, much like the unsolicited calls you likely receive on your personal lines. While there’s no way to completely prevent these nuisance calls, you can learn to identify them quickly and minimize time wasted returning bogus inquiries.

Identifying Spam Calls

If a lead’s name is listed as “Unavailable,” it does not necessarily mean the call is spam. By default, MyMedLeads records both live calls and voicemails from tracking numbers, and leaves a link to listen in the lead’s History section. Usually, you can determine the legitimacy of the caller by listening to just a few seconds of the recording. You can even obtain the caller’s real name from the recording – be sure to update the Name field accordingly.

Anyone who may receive inbound calls from trackable phone numbers should keep the MyMedLeads Home or View All Leads page open. When you answer a call, a new lead is automatically created. So if an “Unavailable” name pops up, it is very likely the person you are speaking with.

However, if the lead source is one not typically associated with inbound calls (e.g. Texting-Outbound, where the “From” number is used for two-way texting or text appointment reminders), the call is more likely to be spam.

Be Aware of The “Masking” Technique

Clients often report receiving spam calls where the person who answers claims they never called. This is a common tactic used by spammers known as “masking.” Spammers will co-opt a real phone number similar to the one they are calling from and use it to mask their own caller ID. So if your number is 555-222-3333, they may call from numbers starting with 555-222, which are real numbers. When you call those numbers back, the person who answers will say they never placed a call.

This masking technique is used by spammers across all providers (AT&T, Verizon, etc.). Our provider, Twilio, is aware of the spam issue our customers face and we regularly discuss ways they can help block these calls.

If you identify a lead as spam, you should disqualify it so it doesn’t skew your conversion numbers. Occasionally, you may call back a lead who used a trackable number to contact your practice, only to have the person who answers claim they never called. If you notice a pattern of this happening, it’s a sign the calls may be from spammers using the masking technique.

 

What steps can I take to reduce/manage spam calls?

  1. When a call comes in from a tracked number, a new lead is instantly created in MyMedLeads and appears in the To Do list on the Home page, as well as the View All Leads page. This allows you to immediately see the business name and other lead source details. If the number is marked “Not Available,” you can open the lead and begin filling in the caller’s first name while you’re still on the call.

  2. If your website uses a tracking number, consider reverting to your main practice number instead. Calls from the tracking number will create leads, even if they’re not actual sales leads (e.g. spam calls). This can result in you spending more time removing non-qualified leads from your funnel, lists, and reports.

  3. As soon as you realize a lead is spam, you can click “Not Qualified” at the top right of the open lead. This will remove it from your funnel, lists, and reports. Over time, you may start to notice patterns in the “Not Qualified” leads that can help you better distinguish spam calls in the future.

  4. To get an instant indication of a new lead when an inbound call comes in, consider enabling Call Whispers for your trackable numbers (in Preferences > Phone Number Mgmt). For example, if someone calls your Instagram number, you’ll hear “call from Instagram” when you answer, though the caller won’t hear it. This lets you know a new lead has just appeared in MyMedLeads for that call.