When it comes to owning and operating a business or a call center, it sometimes seems like there’s an endless list of priorities to keep track of. Despite this long list, one thing that consistently tops it again and again is your business’s reputation. This can include everything from online reviews to word-of-mouth opinions to the quality of your goods or services. While you might not realize it, this also includes your phone numbers and your call identity.
Tips for Purchasing Numbers
Your numbers are important when outbound dialing. The number that pops up on a person’s screen represents their very first impression of your company. This is what is referred to as your call identity.
Maintaining your phone number’s reputation — your call identity — is essential to maintaining your business’s reputation as well. For this reason, it is often a good idea to hold on to your unused numbers. The longer you own a phone number, the more confident you can be with its reputation. Not only will these tips will help make the number-owning process easier, they’ll convince you of the true importance of protecting your business’s call identity.
Buy From a Reputable Source
When purchasing new numbers for your business, it is important to buy them from a reputable source. This is because those “new” numbers typically aren’t as “new” as you might think.
Oftentimes, the numbers you purchase are almost certainly repurposed, meaning that other entities have used them in the past. After all, there are finite combinations of phone numbers possible — at a certain point, they have to start recycling.
If the previous owners used those numbers for malicious activity, the numbers could already have flags. Purchasing numbers from reputable sources will lower the likelyhood of buying numbers with flags. Although this is still possible, you may be able to exchange them for clean numbers. This can help protect your call identity.
Buy More Numbers Than You Need
Beyond this, you should always purchase more numbers than you need. This is a necessity for a few reasons:
- Allows you to swap out numbers throughout the day
- Leaves numbers available when your “hot” numbers cool off
Having a pool of numbers to use throughout the day is a good idea. This allows you to reduce high-frequency calling from a single number. Carriers monitor calling activity and can flag numbers that dial to heavily. It is recommended not to dial more than 100 times a day with a single number.
Having numbers to spare also allows you to drop any numbers that may end up being flagged.
Personally Double-Check Your Numbers
As an added measure, be sure to check your numbers yourself after you purchase them. You should make it a habit to scan your numbers after they are puchased to check for flags. This allows you to make sure your numbers are not already flagged before you start to integrate them into your dialing cycle. Plus, in the event that some are flagged, this is where having excess numbers benefits you!
Register Your Numbers to Your Business
When you register your numbers under the name of your business, you’re telling phone carriers without a doubt that those numbers belong to you and you alone. By registering your Caller Name Delivery (CNAM) you can provide even greater legitimacy to your numbers. This can help in events of call spoofing, blocked or flagged calls, and even mislabeled calls with apps and carriers.
Consider Enhanced Caller ID Services
Some carriers also offer enhanced caller ID services which can help as well. These services allow you to brand your caller ID with a name, number and often times company logo. However, enhanced caller ID does not work with all carriers so its effectiveness can vary depending on the carrier the consumer uses. Weighing the cost and benefits of enhanced caller ID services can help increase answer rates in many cases. But this also comes at an added cost.
Let Your Numbers Cool Off
If a number you are using gets flagged, or listed as “hot,” don’t get rid of it. Instead, let it cool off. You see, it is far better to keep the number and set it aside than to remove the number altogether.
Typically, flags will fall off of a number over time. So long as the number hasn’t been conducting outright malicious activity that is. Once the number cools off, you’ll be good to add it back into your dialing cycle.
When you get rid of numbers and bring new ones into your cycle, it means you are incorporating unfamiliar numbers with your business all over again. On top of that, because call labeling is often integrated by carriers and apps, cycling numbers through different companies can bring confusion for those call labels.
You might purchase numbers that have other industry call labels such as:
This can lead to lower answer rates and/or increases in flags or blocks from consumers. Keeping numbers associated with your business is a better option than constantly replacing numbers.
Go Green! Recycle Your Numbers!
If you plan to use unique numbers for a particular campaign, try holding onto these numbers after the campaign finishes instead of dropping them completely. The next time you need fresh numbers, you can reuse ones you have already dialed from.
his is called recycling, and it’s an important part of your call identity. Keeping a larger pool of recycled numbers exclusive to your business can help improve your reputation, just like we discussed with letting your numbers cool off and buying more numbers than you need.
Let Your Numbers Define Your Business
By keeping your numbers registered to you, you are essentially letting your numbers define your business. It provides legitimacy for your business. Even if these aren’t vanity numbers that the public sees, they can still be associated with your company and bolster that legitimacy. Either through lookups, CNAM verification, or old marketing material, those numbers can help your branding. Think of it as number loyalty.
The Bottom Line: Your Call Identity Is Key
At the end of the day, any business owner or call center manager needs to know that phone number management is an important process in outbound dialing — maybe even the most important. As such, one of the best ways to ensure your numbers aren’t flagged is by owning them and making sure that their call identity is clean. Scanning your numbers frequently is still a good idea too to ensure they aren’t being spoofed. If you follow the steps above and treat your numbers as an asset, they can speak volumes for your company’s reputation.
Your call identity is not that different from your business’s identity, and this is why you want to take any steps necessary to protect it. Owning your numbers, holding onto your numbers, recycling your numbers — whatever you prefer to call it, this practice does the essential task of protecting your call identity and your business’s identity, too.