August 2, 2023
Improving Answer Rates Through Caller ID Management Practices
In the telecom industry, statistics are essential. Contact centers constantly work to improve their metrics so they can increase efficiency and improve profitability. All of these industry metrics are important, but answer rates are key for any contact center. That’s why your caller ID display is so essential. It largely determines whether consumers will answer your calls
4 Ways to Improve Caller ID Management
Your company’s reputation relies on cultivating and maintaining positive and accurate caller IDs. Most consumers will not answer calls from unknown or suspicious sources. Therefore, the success of your calling campaign and your company as a whole depend on good caller ID management practices.
1. Attestation Rating
Since the implementation of STIR/SHAKEN, attestation ratings have become a vital part of call center operations. They are used to authenticate a call’s origin and protect consumers from robocalls and other illegitimate calls. When your center uses trusted providers, your calls can receive a level A attestation rating, the highest possible level that helps ensure your calls reach the customer.
Your call’s attestation rating is crucial because some carriers or providers may decide to block incoming calls that aren’t properly signed, have a C-Attestation rating, or engage in suspicious calling behavior. Any rating less than an A will negatively impact your calling campaign’s answer rates.
2. Proper Dialing Habits
Consumers now have more power to stop unwanted calls than ever before. They can choose from a variety of call-blocking apps, many of them free and effective. Additionally, most consumers have little patience for robocalls and other spam or scam communications, so they tend to block or reject calls from unknown numbers or those with suspicious caller IDs.
You need to be proactive to avoid scaring off customers. Engaging in proper dialing habits can minimize the risk of receiving flags or blocks on your outbound calls. For instance, make sure you are purchasing “clean numbers” from a trusted vendor. Old or unscrubbed data can lead to your agents calling people listed on the DNC list or dialing numbers that have switched owners.
Proper agent training is also crucial. Rude or aggressive behavior could prompt consumers to file complaints against your company with the FCC and individual carriers. By conscientiously following good dialing habits, you protect your company’s reputation.
3. Following Compliance Regulations
The telecom industry has many regulations in place to ensure fair dealing with consumers. You must follow Do Not Call regulations, telemarketer registration rules, holiday and time of day restrictions, Caller ID laws, and other standards.
Sometimes the sheer number of these requirements can be overwhelming, but following compliance standards keeps your contact center safe from penalties and fines. Following the rules also builds trust in consumers by showing your company is dedicated to dialing properly. A good reputation in this industry is worth more than any other asset.
4. Caller ID Monitoring
Currently, your outbound calling numbers may display differently across various carriers. You cannot assume that your ID will appear as desired. This highlights the importance of regular caller ID monitoring. By monitoring your caller IDs across carriers, you ensure consistency in how your customers receive your calls. One carrier might display your caller ID with your business name, while another might show it as unknown, and yet another may label it as “potential spam.”
Your caller ID can vary because carriers use different data points to determine the call’s label. This means that some carriers may display your caller ID appropriately, while others may flag it. Flagged numbers undoubtedly harm your outbound calling campaigns and result in varying answer rates.
Customers rarely answer calls of unknown origin or calls with potential spam or scam designations. Negative caller IDs lead to low answer rates, which can severely impact your company’s success.
Importance of an Accurate Caller ID
How important is your caller ID? It is the first impression you make when contacting leads or consumers. If a negative caller ID appears when you call, you are already facing trouble. Consumers immediately think of “spam or scam” and reject the call. Many will take action to block your number if their call-blocking app hasn’t done so already.
Building Trust With Your Caller ID
In today’s robocall-weary society, you must create a positive reputation in the industry. That means building trust with consumers. And you cannot build this trust unless you have an accurate caller ID. Without one, new leads won’t give you a chance to pitch your sales and services. In addition, your existing customers will not pick up your calls either. In general, people are more likely to answer the phone if they are familiar with the organization contacting them.
Caller ID management and monitoring are mandatory processes for successful contact centers. By maintaining an accurate caller ID across carriers and devices, you can improve your answer rates and ensure your company’s reputation remains untarnished.