May 1, 2024

How Businesses Can Improve Dialing Trust With Consumers

How Businesses Can Improve Dialing Trust With Consumers

Bad actors, robocalls, and impersonation scams have made consumers wary of calls from unknown numbers. Most people feel that answering those calls is too risky. Unfortunately, this puts your business in a challenging position when you want to connect with consumers for legitimate reasons.

To improve your business answer rate, consider using the following efforts to improve dialing trust among consumers.

Building Consumer Dialing Trust

Building consumer dialing trust starts with ensuring that caller ID screens display accurate information about your business and phone numbers.

Data Hygiene

Data hygiene removes inaccurate, incomplete, and duplicate information from your outbound call list. If your list contains “dirty data,” your representatives can damage your brand reputation by calling the wrong people. This can unintentionally result in underserving your customers and annoying other consumers.

Improve your data hygiene by scrubbing call lists to remove duplicate leads, numbers on the Do-Not-Call Registry, and numbers on your internal opt-out list. You should also check the Reassigned Number Database (RND) to maintain accurate contact information.

Other important steps include:

  • Only working with trusted STIR/SHAKEN guidelines
  • Updating contacts in your CRM
  • Monitoring your outbound phone numbers for negative flags, labels, and blocks

Ethical Dialing Habits

Ethical dialing habits will help you avoid unwanted labels and flags while boosting your numbers’ reputations. Critical steps involve:

  • Configuring your dialer to avoid problematic behaviors like leaving customers in a queue for too long and hanging up within 15 seconds of placing calls
  • Avoid calling numbers on the Do-Not-Call Registry or your business’s internal “do not contact” registry
  • Placing all calls between 8 a.m. and 9 p.m. using the contact’s local time
  • Training agents to use empathy when speaking with consumers
  • Complying with all industry-specific standards

Phone Number Registration

Register your phone numbers with carriers so that they can provide consumers with accurate information when you call them. Also, take advantage of rich call data (RCD) to display your business’s name, phone number, logo, and reason for dialing.

Registering your inbound numbers with Do Not Originate (DNO) registries can help prevent scammers from spoofing your number and brand to trick consumers.

Caller ID Monitoring

Many factors can affect what caller ID screens display when you call someone. Consumers might see inaccurate or misleading information when:

  • Carriers don’t update their CNAM databases often
  • Analytics engines mistakenly identify your numbers as robocalling sources
  • Third-party apps receive complaints

Proactive caller ID monitoring will notify you when numbers receive excessive flags. In addition, this can indicate whether you need to assess your outbound dialing behavior.

Ideally, you should receive screenshots from real devices connected to popular service providers. That way, you get to see precisely what caller ID screens display when your representatives place calls.

Developing Industry Dialing Trust

Your industry reputation can influence dialing trust with consumers. If carriers, analytics engines, and third-party apps don’t trust you, they will communicate that to consumers via negative flags and labels. They might even block your calls from reaching consumers.

The following strategies will help you build a positive reputation among the companies you rely on to reach customers.

Vet Your Clients

All companies should vet their clients before giving them access to services. This step is especially important for companies associated with the telecommunications industry.

Know-your-customer (KYC) standards have become increasingly necessary in recent years as bad actors take advantage of loopholes to defraud consumers. The FCC keeps trying to close these loopholes and hold service providers accountable, but it’s an ongoing struggle that will take time to resolve.

Maintain a positive industry reputation by confirming customer identities, knowing what your customers do, and monitoring customer identities to catch unlawful behaviors as soon as possible.

Caller ID Reputation takes these steps before giving potential clients access to free trials. Your business should do the same.

Monitor Your Attestation Rating

STIR/SHAKEN uses attestation ratings to rank each call’s trustworthiness. Unfortunately, not all service providers meet STIR/SHAKEN guidelines, making it difficult for your calls to earn the highest A (Full Attestation) rating.

If you don’t have an A attestation rating, your calls might not reach their destinations, and consumers might receive caller ID warnings.

Work with carriers that can meet STIR/SHAKEN guidelines and monitor your attestation rating to improve your business’s reputation. Caller ID Reputation’s Attestation Level Tester makes it easy to monitor all of your outbound numbers.

Meet Compliance Standards

Companies that don’t comply with dialing standards can face hefty fines and industry blacklisting. The FCC recently made it clear that it would not tolerate any business that falls short of standards. Late last year, the agency removed 20 businesses from the Robocall Mitigation Database, effectively severing their access to carrier networks.

No one, including service providers, is immune from retaliation. If you or your service provider doesn’t comply with standards, expect fines and potential blacklisting.

Caller ID Is a Brand Extension to Take Seriously

As more carriers implement rich call data, your caller ID becomes an extension of your branding. What appears on caller ID screens says a lot about your brand. Don’t let negative or inaccurate information damage your reputation.

Monitoring is the best way to improve your brand reputation and promote consumer dialing trust. Start auditing your company’s phone numbers with Device Cloud to ensure accuracy across networks and devices. Knowing what your contacts see when you call them empowers you to take control of your brand reputation and meet your business goals.