How to mitigate a high BCL score

Question

Hello, 

My company is experiencing some of our customer emails going into their junk folder. Not all customers are going to the junk folder but we are getting customer calls saying they are not receiving their account information email. Most of them are on outlook exchange. The emails are transactional i.e. password resets but mainly account information when they've signed up for a plan and are sent through an ISP with a dedicated IP. 

We do see that we have a high BCL score of 8 that's triggering inbox placement to the junk folder. Is there a way to help reduce the score? 

The spam/complaint rate report shows a very low number. 5 to be exact over the last 6 months with a volume of 185k. 

Thank you.

Melissa

Answer 1

Hi Melissa,

Based on your description, the emails sent from your company to your customers will go into Junk folders of customers and found the value of BCL is 8.

The BCL value is generated by Exchange Online Protection automatically, we cannot reduce the value manually. As a workaround, you can contact your customers to set the BCL threshold is 9 (highest) if they are also using Office 365 accounts. So that the value of BCL is lower than 9 can be delivered to their inbox folder.

For your reference: Bulk Complaint Level values

Thanks for your understanding,

Iry