Are you a business or call center manager? Do you want to maintain a high business reputation through ethical outbound dialing? Lots of efforts and investment goes to putting up a business’s call center. Setting up an outbound dialing campaign can be tricky and may have many pitfalls. From flagging to spamming, many challenges can hinder the effectiveness of your outbound campaign.
This article takes you through the ultimate tips to help you alleviate flagging. There are a myriad of factors to consider, but these tips could help streamline your outbound campaign.
Register your Caller ID Name (CNAM)
If you want to minimize flagging, it’s advisable to register your Caller ID.
A CNAM is a database that enables you to register Caller ID tags. In other words, you can register the Caller ID with your brand name such that recipients can recognize the caller.
A reliable CNAM will deliver accurate caller information to the recipients. You can register local numbers through your phone or VoIP provider.
Additionally, some third party companies allow you to either register your CNAM or for enhanced Caller ID. An enhanced caller ID displays the caller’s name, and in some cases the company’s logo, to help the recipient determine whether or not to pick up the call. It pairs the outbound number with the brand’s name to minimize the recipient’s doubt and possibility of flagging.
Many apps are available that allow people to register their caller IDs on now, such as AT&T’s Call Protect, Hiya, and T-Mobile’s Name ID App. However, while these can provide a level of customization, the drawbacks are that in many cases your caller ID may only be visible for phones using those apps.
Select the Right Dialing Software
Having the right dialer is imperative to reducing call flagging. The dialer you choose contributes a lot to the success or failure your outbound dialing. One of the main concerns is to keep your abandonment rate within the required limits and abiding by the TCPA and TSR from the FTC.
Businesses operate differently, and for your business, there is an outbound dialer that will prove ideal. Depending on your industry and customer base, you will have to choose between a Predictive, Progressive, Power or Preview Dialer to reach your customers or leads. Likewise, picking the one that fits your business best will help your ROI and conversion rates.
If your business faces a high abandonment, a preview dialer helps reduce the rate to below 3%. Furthermore, a preview dialer is always considered the best for companies that have to connect with clients. Additionally, power dialers tend to be unoptimized, leading to high abandonment rates, while progressive and predictive dialers only increase productivity rather than reducing abandonment.
Equip your call agents with the right dialer that will minimize flagging.
Purchase Enough DIDs
A DID enables you to register limited numbers to a physical line. You can purchase routed business numbers depending on the number of employees or call agents. This is because a DID allows you to dial out with a variety of numbers routed with the main business number.
Businesses that use few numbers to call make lots of calls are more likely to be flagged. Not all flags come from consumers. In some cases a company or carrier may monitor outbound call frequencies to determine flag risks. If a number is dialing more times than physically possible for a human, it may appear as a spam risk.
The remedy for this is having the correct number of DIDs that will reduce the frequency of calls placed on a single number. Finding the right ratio of dialing agents, DIDs and calls per hour is essential to ensuring your outbound calls reach the customers without posing as a flag risk.
Separate Inbound and Outbound Numbers
Your outbound dialing campaign might be unsuccessful if you use the same numbers for both inbound and outbound dialing.
Caller ID spoofing is often difficult to identify and more so to prevent. You should avoid using your main business number, or vanity numbers for outbound dialing. Instead, register these numbers with the Do Not Originate (DNO) registry to minimize chances of illegal spoofing.
Numbers registered to the DNO are “inbound only” numbers. If a carrier sees an inbound number placing outbound calls, it is likely that this number is the victim of call spoofing. Stopping the call at the carrier level through the DNO registry can help reduce your risk of flags coming from call spoofing.
Many scammers target inbound business numbers to trick unsuspecting customers. When your company uses the same number for both inbound and outbound dialing, it means you cannot register the number with a DNO list. This paves the way for scammers who perform illegal spoofing, thus ruining both the outbound campaign and business reputation.
Use Ethical Dialing Scripts
Practice ethical business activities are imperative to a good reputation and a high ROI. Your call agent’s script will be an integral part in converting your leads or prospects. Ethical dialing includes;
- Building Trust and Credibility
- Understanding your customers
- Honesty and Responsibility
- Abiding by the Federal Do Not Call List
These attributes help to foster a better business image. Handling customers with kindness helps build internal relations and develops genuine customer service. Also, it allows service flexibility and creates a sense of community where the business operates. All these attributes account for about a fifth of the business’s ROI.
In addition, it can also be a good idea to keep an internal “do not call” list for your company. Some consumers may request that your business stops contacting them while not being registered on the federal DNC. Continually calling these consumers could result in them flagging your number as spam.
Monitor Your Reputation
Identifying if your numbers have flags early is essential to maintaining your outbound dialing campaign. Scan your numbers frequently to determine if they are being reported as “scam likely” or “spam risk”. Just because you receive one or two flags doesn’t mean your number will show up as “scam likely.” If you, however, receive an influx of flags in a short period, your numbers are at risk of being blocked.
Swapping out DIDs frequently to lower the risk of too many flags on your numbers is an excellent strategy to keep your numbers clean. If an influx of flags comes to your numbers, you can assess what might be causing these. Is it your dialer’s abandonment rate, your leads list, your agents’ attitude, and/or call behavior, or are you a victim of call spoofing?
Caller ID Reputation makes it possible to scan your outbound calling numbers to detect spamming. You can scan your business numbers with Caller ID Reputation to determine if they have been marked spam or scam likely.