For businesses that rely on phone calls to communicate with customers, branded calling technology can be an invaluable tool in enhancing call trust and increasing call answer rates. Also known as branded caller ID, branded calling enables businesses to display their company name, logo, reason for the call, and other information on the screen of the recipient’s phone. These details help recipients to trust that the call is coming from a legitimate business rather than a scammer, a robocaller, or a fraudster. As a result, branded calling improves the chances that customers will answer the phone, allowing businesses to make more successful connections and to have more productive interactions with customers.
How Branded Calling Works
Traditional caller ID shows only a phone number or an unverified name, either of which can be easily spoofed by scammers and robocallers. In contrast, branded calling displays a business’s verified name, logo, and additional information that may reassure the recipient of the legitimacy of the call, encouraging them to answer.
Branded calling is made possible through partnerships with telecom carriers and third-party service providers that verify and authenticate a business’s identity. Implementing and using branded calling involves several steps:
Business Registration The business registers its phone numbers with a branded calling service provider or telecom carrier.
Verification The provider verifies the business’ identity and ensures that the provided phone numbers are genuinely associated with the organization.
Submission of Caller ID Info The business name, logo, and other relevant details linked to the phone number are entered into a database.
Call Authentication When the business places a call, the carrier or service provider authenticates the number and retrieves the branded information.
Display on Recipient’s Phone The recipient’s device displays the branded calling details along with the standard caller ID information.
The Case for Branded Calling Solutions
Businesses rely on the telephone for a wide range of communications related to customer service. From setting appointments and coordinating deliveries to conducting financial transactions and following up on medical visits, telecommunications is essential to providing positive customer experiences and increasing customer satisfaction.
Branded calling offers a solution to many of the problems facing contact centers and businesses that rely on telephone communications with customers.
Lack of Trust in Telephone Communications
The number of robocalls and phone scams in recent years has significantly eroded trust in telephone communications. As a result, roughly 9 of 10 outbound calls from businesses to their customers go unanswered. These low answer rates have a negative impact on revenue and brand value, and they cause employees and outbound contact center agents to spend too much time on fruitless efforts.
Damage to Corporate Reputation
When scammers spoof the calling numbers of legitimate businesses to conduct fraudulent activity, the impact on businesses can be dramatic as customers lose trust in the brand.
Lower Customer Satisfaction
When businesses can’t effectively communicate essential information with customers via the phone, the customer experience is degraded and customer satisfaction takes a hit.
Poor Contact Center Retention
Lack of trust in phone communications and customer unwillingness to answer the phone inevitably impact outbound contact center agents. Agents may experience higher levels of frustration and lower levels of job satisfaction, leading to lower staff morale and poor retention metrics.
Increased Costs
When customers won’t answer their phone, it makes it harder, less efficient, and more costly for businesses to accomplish basic customer service tasks.
The Advantages of Branded Calling Technology
Branded calling technology provides several significant benefits for businesses and contact centers:
Enhanced Trust Studies show that consumers are more likely to trust a phone call when the incoming call displays the name and logo of the business. By giving recipients more visual clues to the legitimacy of a phone call, branded calling helps to rebuild trust between businesses and their customers.
Increased Answer Rates When customers trust that a call is legitimate, they are more likely to answer the phone, enabling businesses to communicate with them more easily and effectively.
Improved Brand Visibility With branded calling, every phone call helps to build brand visibility and increase brand satisfaction.
Stronger Protection Branded calling minimizes the risk that a call is coming from a spammer or robocaller, allowing consumers to accept calls without fearing for negative consequences.
Enhanced Customer Satisfaction Because it enables businesses to communicate more effectively with their customers about a wide range of matters, branded calling promotes higher levels of customer satisfaction.
SecureLogix: Call Trust, Authentication, and Security
For 20 years, SecureLogix has profiled, tracked, and defended customers against schemes and threats directed at unified communications networks. Today, we are a leading provider of call branding, security, and authentication solutions designed to reduce costs, maximize revenue, and restore call trust.
As the only vendor providing a single, unified solution set for the full range of voice security and call trust issues, we offer several solutions designed to enhance trust and improve answer rates by up to 30% or more.
Contact™ Call Branding Service: Restoring Trust in Your Calls
SecureLogix Contact™ Call Branding Service provides centralized, secure call branding capabilities that increase trust among customers and business partners. By helping to restore customer confidence in your calls, Contact™ Call Branding Service increases call answer rates across all major service providers while protecting you from spoofing-based attacks.
Key Features
Unified Call Branding This SecureLogix technology combines a unified outbound call branding solution with number reputation management and security solutions.
Broad Coverage Enjoy broad call coverage across major wireless carriers, resulting in 95% branding coverage for wireless subscribers.
Full Call Branding Capabilities Display your business name, number, logo, and other details to effectively build call trust.
Call Spoofing Protection Contact™ Call Branding Service integrates with SecureLogix’ industry-leading, carrier-integrated call spoofing protection solutions.
Enhanced Security Protect your voice network with full security call treatment control and blocking.
Reporting and Analytics Maintain visibility with full reporting, analytics, and management support from the industry’s most experienced call security and trust specialists.
TrueCall™ Spoofing Protection Service: Defending Against Spoofed Calls
SecureLogix TrueCall™ Spoofing Protection Service enhances trust in your brand by preventing scammers from spoofing your calling numbers. By integrating with the major wireless carriers and their call analytics vendors, TrueCall™ identifies and blocks any spoofed calls using your corporate calling numbers, allowing only your legitimate outbound calls to pass through carrier-network level spoofing protection filters on the way to customers.
Reputation Defense™: Safeguarding Your Business Numbers
The SecureLogix Reputation Defense™ Call Number Management Service helps maintain your positive reputation scores by removing fraud/spam labeling attached to enterprise calling numbers that have been spoofed by scammers and fraudsters. Reputation Defense™ provides ongoing, rigorous phone number reputation monitoring and management to prevent future fraudulent use of your numbers and to maintain your reputation for higher outbound call trust levels and answer rates.
FAQ
Q: Is branded calling secure?
Yes, branded calling integrates with protocols like STIR/SHAKEN to ensure the authenticity of the displayed information.
Q: Can branded calling prevent spoofing?
While it doesn’t prevent spoofing directly, it helps customers to distinguish between legitimate calls and spoofed calls to reduce fraud risks.
Q: What information is displayed with branded calling?
Typically, branded calls will display the business’s name and logo along with additional information such as the purpose of the call.
Q: Does branded calling work on all phones?
It depends on the device and carrier. Some older phones or unsupported networks may not display branded information.
Q: What is call trust?
Call trust refers to the confidence a recipient has in the legitimacy, authenticity, and intent of an incoming phone call. It ensures that the recipient believes the caller is who they claim to be and that the purpose of the call is genuine and transparent. Establishing call trust is essential for businesses, as it enhances customer engagement, reduces the risk of calls being ignored, and protects against scams and caller ID spoofing.