We’ve all had the experience of seeing an unknown number pop up on our phones. Without thinking, we answer the call, only to hear, “[car warranty scam beginning.]” The frustration we feel from this spam call, coupled with the frequency we experience it, leaves us with a sour taste in our mouths. It’s no wonder 87% of consumers believe unidentified calls may be fraudulent. And for call centers that regularly make outbound calls, this has detrimental effects.
That’s why branding your calls with your business name is so important. With a Branded Call, the caller ID displays a caller’s company name, location, logo, and other identifiable information before the call even starts. Instead of seeing “unknown caller” and worrying about the nuisance of a potential spam call, a Branded Call allows customers to identify and trust the source of a call immediately.
Let your customers know you're calling. With branded caller ID, display your company name, logo, and location to engage with more people, faster.
Benefits of enterprise branded caller ID
Although agencies like the Federal Communications Commission (FCC) are trying to use their resources to stop the exponential increase in spam calls, they’re simply aren't given enough to respond to the rapidly evolving scam tactics deployed by scammers.
Trust
When consumers cannot trust the calls coming from your business, it starts affecting their perception of your brand. Imagine you are waiting for a call from your food delivery service on the status of your order. Time goes by and you haven’t received an update. You’d be pretty frustrated and your confidence in the company would plummet. While the delivery driver could have been calling you all along, you didn’t answer the calls because you didn’t know who was calling. As more and more customers stop answering their phones for unidentified calls, this damaged reputation can snowball into massive losses as customers choose other delivery services.
Security and spam
Fraudsters are always ready and willing to impersonate well-known companies—and with people more connected to their phones than ever before, telecom scams are their method of choice. But with Hiya’s Branded Call, by providing your company name and logo, you can assure your customers that your call is legitimate. Hiya also offers Secure Call, an additional feature that pre-authenticates outbound calls before they are made, securing your branded caller identity, and protecting your customers from falling victim to fraudsters using your numbers.
Branding
The customer's experience of the call will influence whether they have a positive or negative perception of your business. A Branded Call will help create a visual experience that draws the customer in and increases their positive association with the business and its call center. Word of mouth is a powerful marketing vehicle, so it is important to remember that positive interactions often lead customers to spread the word.
Increase answer rates
Imagine you get two calls—one says “unknown number” and the other says a company’s name. Which one are you going to answer? Call centers with a branded caller ID through Hiya report an average 80% increase in answer rates. Customers pick up the phone when they know who’s calling.
What are the risks of not having an enterprise branded caller ID?
At this point, you should be quite familiar with the fact that branded caller ID can improve the efforts of your contact center dramatically. But what are the risks associated with not having a Branded Call? Consider the following:
Unanswered calls
What do most people do when they encounter an unknown number? They ignore the call. According to Hiya's State of the Call survey, 84% of consumers think an unidentified call is fraudulent. As a result of being unable to communicate essential information to your customers, your company’s bottom line will suffer.
The challenges of unidentified calls
In today's digital age, trust is paramount. When a call comes in without a clear indicator of who is calling, many consumers hesitate to answer, fearing potential scams or unwanted solicitations. Imagine eagerly awaiting an update on your food delivery order. Minutes turn into hours, and there's no word. Your frustration mounts, and your trust in the service wanes. Unbeknownst to you, the delivery driver may have been trying to reach you, but their calls went unanswered because there was no clear indication of who was on the other end. This scenario is becoming increasingly common as more individuals opt to ignore unidentified calls. As this trend continues, businesses face the risk of eroding customer trust and loyalty, potentially leading to significant losses as customers turn to competitors with clearer communication channels.
How Hiya can help
Want to know how you can brand your business name on your outbound calls? calling an iPhone or Android? Getting Hiya Connect can help you change your caller ID to accurately identify and increase your answer rates. The Branded Call feature helps call centers display their company name, logo, and reason for calling. This will help your business contact the right individuals while building trust in your brand. Hiya’s Voice Performance Platform also gives you the ability to:
- Track the impact of Branded Call over time
- Monitor your caller reputation health
- Understand why calls have been blocked or reported
- Secure calls and prevent number hijacking
Interested in the latest trends and insights about the voice call? Download our State of the Call Report for key learnings your contact center can use to improve its strategy.
