Written by: Ivan Booth
Article source: Supplied
Consumers’ ‘spamxiety’ is set to increase in the run-up to the holiday season as unsolicited commercial calls add to the pressure of a traditionally stressful time of year.
“The anxiety associated with answering one’s phone number for fear of unsolicited commercial calls – or spam – is real amongst a populace under financial pressure,” says Ongopotse Motlhanke, CEO of Khumbula Tech, a customer engagement consultancy committed to helping local firms ethically boost answer rates.
Millions of unanswered calls means lost future revenue and ballooning bottom lines when the increased use of CLI (Call Line Identity) can help consumers understand who is calling, and why, with contact centre calls that display tailored business names and call reasons.
“CLI that displays business names or the reason for calling could go a long way towards calming spamxiety,” adds Motlhanke. CLI refers to the information that is transmitted to the recipient’s caller ID display when a voice call is made.
“Call centres are investing heavily in lead generation, data, and agent capacity, yet many never get the chance to speak to consumers thanks to the high-pressure tactics of a minority of contact centres who have helped propel spamxiety to record levels,” explains Motlhanke.
A big part of the solution, he says, is not for marketers to make five, six or even seven attempts to reach a person, but for the outbound call centre sector to invest in advanced call presentation solutions that reduce contact attempts and restore trust between businesses and consumers.
Khumbula Tech suggests five tips to help calm their spamxiety as the holiday season approaches:
Nothing to Fear
One of the best ways to reduce anxiety associated with voice calls is to work hard to ensure all your accounts and other financial commitments are up to date.
Answer Generically
Do not open yourself up to potential fraudsters, or unwanted offers, by providing your name immediately when you answer. Rather, simply say ‘hello’ and wait for the other person to first introduce themselves and their reason for calling.
Safe Spaces
To feel more comfortable, make a habit of answering calls in safe spaces like your own home or at your desk. Do not answer in exposed or unfamiliar public spaces like coffee shops, in taxis or on the street.
Proactive Blocking
In the event of an unpleasant and unwanted voice call, don’t wait for the next time – immediately block the number on your handset which is now a standard feature on almost all smartphones.
The Freedom to do Nothing
Most importantly, it is vital to understand that no person or company can force you to buy, explain, commit to or do anything over the phone. Keep this basic fact in mind and watch your spamxiety plummet.
While there is much individual consumers can do to combat the scourge of spam, we can all rest assured that Khumbula Tech is helping to build a better outbound call centre sector at the very source by enabling clients to roll-out omnichannel technology that prioritises regaining trust.
“The simple truth is that buyers and sellers need to speak to each other for the economy to grow. However, there are right ways and wrong ways to approach consumers,” concludes Motlhanke.
Khumbula Tech is a level 2 B-BBEE entity, led by Ongopotse Motlhanke as CEO. The firm’s delivery model is to integrate client solutions with the globe’s leading platforms, all with customer engagement and communication requirements top of mind.
For more information, please visit www.khumbulatech.co.za
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Date published: 13/12/2025
Feature image: Image for illustrative purposes only. Artwork from www.freepik.com
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