The Hiya Voice: The caller ID and call protection blog

Don't use inaccurate data to measure branded calling ...

Branded caller ID is an investment for any enterprise that makes a high volume of calls. And, just as with any other expense, management ...

Why carriers need transparency and analytics from their ...

Carriers need to protect their subscribers from spam and fraud calls, but when they're looking at how to do that, there are important ...

Introducing call branding in the UK

Hiya’s data show that more than one in every four unidentified calls received in the UK are flagged as spam. Brits experience one of the ...

Call branding essentials for Canadian businesses

Hiya’s data shows that one in every five unidentified calls received in Canada is flagged as a suspicious call, and Canadians experience ...

Revitalizing phone connections: improving call reputation ...

For most people, receiving unwanted calls is a routine experience. In fact, Hiya data shows that one out of every four calls consumers ...

How Canadian voice providers defend against fraudulent calls

Since the beginning of 2023, more people in Canada have begun seeing “call labels” on some calls they receive. These labels warn call ...

Mastering outbound calls: strategies for success

Outbound calls play a pivotal role in connecting with customers, prospects, and partners. They enable companies to proactively reach out, ...

How Apple iOS 17 update impacts voice calling

A new season is upon us. The leaves are changing, kids are going back to school, and as Apple users have come to expect for years now, ...

What Hiya Connect can see before the spam label

Have you ever had the feeling that your calls are being labeled as spam and there’s nothing you can do about it?

How mortgage lenders can close sales faster with branded ...

Consumers love the convenience of online shopping. It’s quick, easy and can be done at any hour of the day or night. But when it comes to ...

Spam labeling: the role of recipient reactions

With the rise of spam calls, our phones have become battlegrounds, where legitimate calls vie for our attention amidst a deluge of unwanted ...

Understanding spam rate: enhancing call performance and ...

Navigating the telecommunication landscape can be a complex task for businesses, especially with the rising tide of spam calls. At Hiya, we ...

State of the Call 2023 webinar: the importance of identity

“Identity is king.” - Tanvi Saxena, VP of Product Management at Hiya For the 6th year in a row, Hiya has gathered top trends and insights ...

What is customer effort score (CES)?

Customer effort score, also known as CES, is a customer experience metric that measures the effort a customer has to exert in order to ...

State of the Call 2023: The latest findings across the ...

Hiya’s State of the Call for 2023 report is now available for download. The way we connect is changing. Voice is impacted by spam and ...

"A criminal case is registered against your name for tax ...

"This call is to notify you that a criminal case is registered against your name for tax evasion and tax fraud by HMRC. We are ...

Enterprise Caller Scoring - a new layer of Hiya Protect

Hiya just announced the release of Enterprise Caller Scoring, a new layer of Hiya’s Adaptive AI. This new feature of Hiya Protect further ...

What is an outbound call center?

Outbound calls are a huge part of marketing, customer service, sales, research, fundraising, and so many other business operations. But ...

Contact centers vs. call centers

Contact centers and call centers both operate and promote customer communications. Although their names are similar, call centers and ...

10 customer service metrics to track

Most organizations understand that creating an enjoyable and effective customer experience is a crucial component of a successful business. ...

6 call center metrics for better agent performance

Call centers control your outbound calls and have a huge impact on an organization’s bottom line. As a needle-moving department, it’s ...

5 ways to improve banking communication

One of the best ways to set your bank apart from the competition is to provide top-tier communication to your customers. Without it, ...

Hiya expands branded caller ID to all major U.S. carriers

We are excited to announce that Hiya Connect, our branded caller ID solution, is now available across all major U.S. carriers including ...

Beyond Answer Rates: Attempts to Connect for Sales

Welcome to the latest post in our Beyond Answer Rates series. Last time we talked about the metrics that are impacted every time an ...

What Are Call Center KPIs?

Key Performance Indicators (KPIs) are specific metrics that a business sets in order to drive performance; these metrics can align ...

Traditional Caller ID vs Branded Caller ID

When you receive a call from an unidentified number, do you answer it or ignore it? If you ignore it, you’re with the majority of ...

Beyond Answer Rates: Attempts to Connect for Services

Whether your business is making outbound calls for sales or customer service, you know that maintaining a base of happy customers is the ...

Hiya Connect’s Branded Call Empowers MetCredit Canada to ...

Since we’ve expanded our reach in Canada with Rogers, we’re excited to share how MetCredit Canada has improved their call center ...

Improve Your Call Center With 4 Essential Monitoring Tips

Many organizations utilize a contact center, where agents take customer inquiries from various channels in addition to phone calls. ...

Beyond Answer Rates: First Call Resolution and First Call ...

Call centers are well aware of the importance of answer rates: a critical metric that tracks the percentage of customers who answer your ...

State of the Call Sales Report 2022: Sales and the Voice ...

The voice call still reigns supreme for sales. That is one of the key takeaways from Hiya’s midyear check-in, the State of the Call for ...

5 Questions to Ask When Evaluating Branded Caller ID ...

With branded caller ID, customers are more likely to answer their phones and businesses increase productivity by connecting with more ...

Calculating and Reducing Contact Center Churn Rates

Customer churn is an unavoidable challenge that all businesses and contact centers must face, but churn rates do not have to be completely ...

Fraud Affects Age Groups Differently

What age group is the most likely to fall victim to fraud? If you guessed seniors, you’d be wrong. According to the Federal Trade ...

State of the Call for Services: How Spam Impacts the Voice ...

Over the last few years, we have seen the work world change drastically; remote work is becoming the norm. The voice channel is the ...

Webinar: Is Your Branded Caller ID Solution Secure?

Hiya will be presenting a special webinar at the upcoming STIR/SHAKEN Enterprise Summit, a week-long webinar series focused on enterprise ...

Cold Call the Right Way: 4 Tips to Improve Your Success ...

If your phone rings with an unknown number, how likely are you to answer it? If you’re like most Americans, the percentage chance of ...

Turning Call Data into Actionable Customer Insights with ...

Over the years, there’s been an explosion of new ways for businesses and consumers to communicate. Customers’ expectations of their ...

Beyond CATI: Making Real Connections with Voice

Computer-assisted telephone interviewing (CATI) is a technology that saves time and increases response rates for companies that use ...

Beyond Answer Rates: Call Duration

When you get lost in a captivating phone call, it can feel as though hours pass by in the blink of an eye. You find yourself reflecting ...

Guide to Call Center Metrics Dashboards

In today’s market, it’s undeniable that customer service is crucial. Customers can contact businesses in countless ways, and businesses ...

Nurture Your Leads by Ensuring Your Calls are Answered

In its most simplistic form, lead nurturing is the act of turning qualified prospects into sales-ready opportunities. Effective lead ...

Taking Customer Trust to a New Level with Branded Caller ID

Call centers and contact centers that represent enterprise businesses often struggle with building customer trust, especially when they use ...

Omnichannel Strategies for Sales and Marketing

An omnichannel marketing and sales strategy connects all the pieces of a customer’s experience into a cohesive unit. An omnichannel ...

How Does Call Measurement Impact Performance?

Call measurement, also called call tracking, refers to how your organization measures and tracks information from your call center. This ...

Beyond Sales Training 101: You Need to Get Your Calls ...

Do a Google search on sales training and you’ll get over a trillion hits in merely a half of a second. Scroll down and you’ll find nearly ...

The State of Voice in Canada in 2022

Hiya recently released the State of the Call: Canada 2022 report and the results are definitive; voice is not only growing in popularity, ...

Call Conversion and Improved Answer Rates

Whether it’s an internal business development group or an external call center, call conversion rates are used as measurements of ...

Taking You Beyond the Black Box with Branded Call ...

Within any large enterprise, the call center is one of the most sophisticated operations in the company. High performing call centers ...

Hiya Launches Branded Call Intelligence

We are happy to announce the launch of Hiya’s Branded Call Intelligence. This full suite of call delivery and performance analytics is ...

Extend Call Duration Through Transparent Data

Spoof calls are causing a devastating effect on the reputation of call centers and businesses everywhere. When customers are not able to ...

Webinar: State of the Call Canada 2022

With 94% of consumers thinking that all unidentified calls are fraudulent it is more important than ever to fully optimize your outbound ...

Guide to SOC 2 Compliance for Call Centers

Call centers, whether they are internal agencies or external organizations, often access and use privileged information in client programs. ...

Is STIR/SHAKEN Preventing Scam Calls?

We are quickly approaching the final implementation deadline of STIR/SHAKEN legislation, which was enacted to reduce spam and scam calls. ...

Hiya Captured Half a Billion Unwanted Calls in a Week

April was the largest month in Hiya's history for processing unwanted calls. There has been an increase in incoming call volume from 2019 ...

How Real Estate Agencies Can Benefit from an Optimized ...

Spring has sprung and many people are looking to make a drastic change in their lives. This season brings with it the opportunity to start ...

Improve Answer Rates with Transparent Data

The scammers are getting smarter. Their deceptive measures have infiltrated the voice channel and now everyone’s reputation is at risk. ...

Tips to Improve Your Reputation and Get Your Business Calls ...

As a business, you face a dilemma. To succeed, you need to talk to your customers. Yet, because of the bombardment of spam calls, customers ...

Customer Satisfaction: Net Promoter Score

Customer Experience professionals are tasked with creating a world-class experience for their customers. They are keenly focused on ...

Protect Your Identity and Improve Answer Rates

We live in a world where data is transferred freely; a user’s information has become currency, and legitimacy has become paramount in ...

How Big Box Retailers Can Stay Connected this Spring

The sun is shining and everyone is anxious to get out and greet the open world. With the spring season well underway it is safe to say that ...

State of the Call: Europe Webinar

With an alarming 94% of consumers thinking all unidentified calls are fraudulent, it is no wonder that the European voice channel is ...

Security Trends for May 2022

Fraudsters, criminals, and illegal telemarketers are always thinking of new ways to cheat people out of their money or personal ...

How Contact Centers Establish Trust With Customers

As the number of robocalls and spoofing attacks increase, the more trust prospects lose. If your audience does not trust picking up the ...

Hiya Achieves SOC 2 Type 2 Compliance

At Hiya we are committed to maintaining a high level of information security; it is crucial that customer information is being handled ...

Call Center Management Ultimate Guide

Contact centers provide a variety of important services, such as fielding inbound customer service requests, outbound calls for loyalty ...

IT Professionals: How to Optimize your Voice Calling ...

In a world where IT departments are tasked with maintaining company computer systems, networks, software, and security, it’s easy to put ...

The State of Voice in Healthcare in 2022

Recently, Hiya released our annual State of the Call report. The results were definitive; not only is voice growing in terms of popularity, ...

The State of Voice in Retail in 2022

Hiya released our annual State of the Call report. We surveyed 1,800 professionals and 12,239 consumers across 6 different countries to ...

How Movers and Home Improvement Specialists Benefit from an ...

When spring rolls around it seems like everybody and their mothers are moving or working on some sort of home improvement project. As the ...

35 Cold Calling Statistics

Below, we’re sharing 35 cold calling statistics that will help you know what elements your cold calling strategy should include. We also ...

How to Measure and Improve Call Center Efficiency

In fast-paced environments, it’s challenging to find time to step back and evaluate the efficiency of operations. For call centers, ...

Spoofing cell phone numbers

Spoofed cell phone numbers allow calls from one number to be displayed as coming from another number. Spoofing occurs when callers ...

Strategies For Your Mortgage Call Center

Now more than ever, outbound call centers need to find ways to streamline mortgage operations and provide high-quality customer service. ...

Optimizing Average Talk Time

Have you ever had a conversation that seems to go on forever? You need a piece of information from the person, but they never seem to get ...

How to Combat Customer Trust Erosion

With spam calls and spoofed calls on the rise—and 94% of customers refusing to answer unknown calls—it is no surprise that trust is ...

Lead Generation World Conference: Hiya Crosses the Pond

This year Hiya traveled halfway across the globe, over the Atlantic, and flew right into Lead Generation World. This performance marketing ...

Get Connected and Stay Connected: Combating Call Abandonment

A missed or abandoned call is a missed business opportunity for sales. While call abandonment and connection issues may seem like only a ...

Call Center’s Guide to Brand Protection

Every call makes an impression on your customers. Maintaining a good image is a responsibility that must be given attention. Without ...

The State of Voice in the EU in 2022

Hiya recently released the State of the Call: Europe 2022 report, with definitive results; voice is not only growing in popularity, it is ...

9 Call Center Best Practices

Without a properly functioning call center, your business is missing out on a huge chance to engage with customers. Call centers allow ...

How Professional Tax Preparers Can Stay Connected this ...

Rather than drown in a sea of paperwork, businesses and individuals turn to professional tax preparers. The end of tax season means the ...

The Impact of Call Center Analytics

You wouldn’t run a business without keeping track of your success, so why are you making calls without measuring their impact? With call ...

The State of Voice in Insurance in 2022

Recently, Hiya released our annual State of the Call report. We surveyed 1,800 professionals and 12,239 consumers across 6 different ...

Enterprise Connect: Bringing the Industry Together

Enterprise Connect brings the customer engagement industry together to share ideas and showcase new talent. This year the event ran from ...

Call and Contact Center Expo: What You Missed

The Call & Contact Center Expo was on March 16th and 17th in Vegas. Hiya was there with industry experts to share innovative engagement ...

Six Different Types of Call Centers

Can you imagine a world without call centers? There would be no technical support, no person to speak to about changing appointments, and ...

What Banking Institutions Need to Know for Tax Season

When tax time rolls around, customers tend to have a lot of inquiries about interest and mortgage statements. How do they affect my taxes? ...

The State of Voice in Finance in 2022

Hiya recently released our State of the Call report for 2022. We saw a very clear trend: not only is voice growing in terms of popularity, ...

What To Expect at LeadsCon 2022!

LeadsCon! Each March in Las Vegas, marketers come together from around the world to discuss the age-old question: how do we drive leads? ...

Top 5 Trends in Voice in 2022

This morning, Hiya released our annual State of the Call report. We surveyed 1,800 professionals and 12,239 consumers across 6 different ...

Basics to Know About Call Authentication

The massive amount of robocalls are frustrating for everyone involved — customers and contact centers alike. Customers don’t want to answer ...

Do You Really Need an Outbound Dialer Software?

In the robust environment of a call center floor, one of the biggest challenges call center managers face is preventing agents from ...

State of the Call 2022 Webinar

There is no doubt that the ongoing COVID-19 pandemic has drastically altered the workplace and our collective understanding of what ...

10 Outbound Call Center Tips

Whether you’re a contact center, sales team, or customer experience department, the odds are high that a large percentage of your time is ...

The ROI of Implementing Hiya Connect Webinar

Reaching and engaging with customers is critical to business success. But, so often, businesses struggle with exactly how to do that. There ...

Customer Contact Week Las Vegas

Happy 2022! As we get ready to hit the ground running in the new year, we’re excited to look back on one of our most exciting events from ...

Business phone number registration: how does it work?

Update: On July 31, 2024, Hiya released Hiya Registration, a free one-stop-shop for businesses everywhere to register their numbers. Learn ...

Understanding the Impact of Reputation Monitoring

Contact centers have a direct impact on the reputation of a brand. It makes sense--if customers have poor experiences during the calls they ...

VPP vs. CNAM: What’s the Difference?

Is your branded call service running technology from the ‘70s?

Q4 Holiday Scam Calls

The holidays! Filled with sugar, spice, and everything nice! Or, is that the Powerpuff Girls? Regardless, it’s a time many look forward to. ...

What is enterprise branded call? Display a branded caller ...

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 ...

Why You Need Outbound Call Tracking Software

We live in a fast-paced world. To such a degree that businesses try to make tasks as simple, quick and efficient as possible. In their ...

What are robocalls and how to prevent unwanted robocall ...

Unexpected and often unplanned, random telephone calls throughout the day pull you and your employees away from vital tasks. But while ...

How to Improve Your Call Center Conversion Rate

Converting people is a crucial component of an outbound call center for sales and marketing. Conversion rate is arguably the most important ...

What Is Contact Rate and How Do You Improve It?

Contact centers thrive on data. Without industry metrics, it would be impossible for outbound call centers to find areas of improvement and ...

Watch out, Hungary: Erste Bank scam!

Most of us in 2021 know that scammers, fraudsters and cheaters of all sorts can come at you at every corner, on every platform imaginable.

How Call Tracking Can Benefit Your Business

Your company has just launched an advertising campaign with placements in magazines, billboards, and on the internet that encourage ...

15 key call center metrics to measure outbound performance

With $2 trillion of commerce conducted over the phone annually, businesses have a lot riding on their ability to reach and connect with ...

Second Round of Stimulus Checks Brings New Wave of Scams

As the U.S. Government sends out the second round of Economic Impact Payments as part of Coronavirus relief, fraudsters are capitalizing on ...

The Real Facts on the “Stay Home and Stay Safe” Robocall ...

A suspicious robocall campaign has hit the U.S. during the past three months, and today, on Election Day, it has attracted widespread ...

Imposter Apps and How to Spot Them: Chronicles of App Store ...

Imitation is the highest form of flattery. If that’s true, we at Hiya should be thrilled to see so many apps in the App Store claiming to ...

How to Block Robocalls Once and For All

We’ve all been flooded with robo, scam and spam calls, but have you ever thought about how many calls are actually made per month? NBC’s ...

Hiya Launches Hiya Connect To Help Businesses Improve ...

Today, Hiya announced a new product that allows businesses to provide meaningful context into their calls to mobile customers. Featuring ...

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The Hiya Voice

Global Report: Each country experiences unique set of phone scams

2024 State of the Call: Consumers prefer voice, but spam and fraud are ...

Hiya unveils first branded calling solution with performance analytics ...

Reduce the risk of spam labeling on your business calls

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