Outbound Call Software for Improving Call Trust
Outbound call software is a critical tool for businesses and contact centers that rely on phone communication to connect with customers for sales, support, and updates. Outbound call software solutions streamline the calling process by automating dialers, managing campaigns, and integrating with customer relationship management (CRM) platforms to improve efficiency. However, at a time when consumer trust in phone communication is at an all-time low, outbound call software platforms must also include solutions to improve call trust.
Approximately 9 out of 10 outbound calls today from businesses to their customers go unanswered, creating significant challenges for call centers. When most customers are reluctant to answer the phone, businesses and their call centers are unable to engage customers for essential communication. As a result, businesses see declining revenue, lower customer satisfaction, and damage to corporate reputation. By enhancing outbound call software with technologies like branded caller id and spoofing protection, businesses can rebuild consumer confidence, increase answer rates, and ensure the success of their operations.
The Reasons for Low Trust in Telephone Calls
A variety of factors have contributed to the erosion of trust in phone communication, severely impacting the effectiveness of outbound calls.
Spoofing and Fraud Spoofing, where scammers falsify caller ID information to impersonate legitimate businesses, has become a major issue. Fraudsters use this tactic to steal sensitive information or commit financial fraud, leading to significant harm for both customers and businesses. When a company’s number is spoofed, its reputation is tarnished as customers associate the brand with scams. This not only reduces call answer rates but also leads to legitimate calls being mislabeled as spam or fraud by carriers.
Robocalls and Spam The overwhelming volume of robocalls targeting consumers with irrelevant or fraudulent messages has conditioned people to distrust unknown numbers. Billions of robocalls are made each month, creating a flood of unwanted communication that drives recipients to ignore or block calls. For legitimate businesses, this behavior represents a critical barrier to customer engagement.
Spam Labeling Carrier algorithms designed to flag suspicious calls often mislabel legitimate calls as spam or fraud. This mislabeling discourages recipients from answering calls, even when they are from trusted organizations. For outbound call centers, spam labeling creates an additional layer of complexity, as businesses must work to prove their legitimacy while still striving to connect with their audience.
Why Call Trust Solutions for Outbound Software Matter
When outbound call software lacks effective call trust solutions, businesses and their contact centers experience numerous challenges.
Poor Call Answer Rates When customers avoid answering calls due to a lack of trust, call centers experience plummeting answer rates. This results in missed opportunities to engage with customers, whether for sales, service updates, or critical communications.
Damaged Corporate Reputation Spoofing and spam labeling damage a business’s reputation by associating its brand with fraudulent or irrelevant calls. Customers who have had negative experiences are less likely to trust future calls, further eroding the business’s credibility.
Increased Costs Low answer rates force call centers to spend more time and resources on follow-ups and alternative outreach methods, driving up operational costs. Additionally, the need to repair a damaged reputation or address spoofing incidents can strain financial and human resources.
Lost Revenue Every unanswered call represents a lost opportunity for revenue, whether from uncompleted sales, missed service appointments, or delayed transactions. For industries reliant on timely communication, such as healthcare or finance, these losses can be especially significant.
Declining Call Center Performance Low engagement rates increase pressure on call center agents, leading to frustration, burnout, and high turnover. This negatively affects morale and further reduces the efficiency and productivity of outbound call operations.
Effective Call Trust Technology for Outbound Call Software
Modern outbound call software can address these challenges by integrating advanced call trust technologies. These tools help businesses rebuild trust, protect their reputation, and improve overall performance.
Branded Caller ID and Rich Call Display Branded caller ID replaces generic phone number displays with the business’s name, logo, and the purpose of the call, such as “Appointment Reminder” or “Order Update.” Rich call display enhances this further by including additional trust indicators like verified caller badges. These features immediately reassure recipients that the call is legitimate, significantly increasing answer rates and customer confidence.
Spoofing Protection Spoofing protection authenticates the identity of the caller and blocks fraudulent attempts to impersonate a business. This technology ensures that only verified businesses can use their caller ID information, safeguarding the company’s reputation and protecting customers from scams. Spoofing protection is essential for maintaining trust in telephony, especially for industries dealing with sensitive information.
Reputation Management Reputation management tools monitor how a business’s calls are perceived by carriers and recipients, ensuring that legitimate calls are not mislabeled as spam. These tools actively address mislabeling issues by analyzing call activity and providing corrective measures, such as updating carrier records. Maintaining a positive caller reputation ensures that calls are more likely to reach their intended recipients.
SecureLogix: Solutions for Call Trust, Security, and Authentication
SecureLogix has been a pioneer in the telephony industry for more than 20 years. Our solutions for call security and call authentication help to secure business lines and contact centers from attack, disruption, fraud and abuse. Our call trust solutions help to protect reputations, increase answer rates, and restore customer trust in enterprise calling numbers. With proven solutions and the most skilled team in the industry, we monitor and protect some of the world’s largest and most complex contact centers and voice networks.
As the only vendor providing a single, unified solution set for the full range of call security and call trust issues confronting enterprises today, we offer a suite of call trust solutions that can augment outbound call software to regain the trust of your audiences.
SecureLogix® Contact™ Call Branding Service
Contact™ Call Branding Service helps increase answer rates with a rich call display that includes your business name, logo, purpose of the call, and other trust verification information. Contact™ offers broad coverage of 95% of wireless devices and all major wireless service providers. By rebuilding trust with your audiences, Contact™ can increase call answer rates by 30% or more to improve revenue, reduce operational costs, boost agent productivity and morale, and enhance customer satisfaction in your corporate reputation.
SecureLogix® TrueCall™ Spoofing Protection Service
TrueCall™ Spoofing Protection Service detects and blocks calls from fraudsters that are attempting to impersonate your brand by spoofing your calling numbers. Working with major wireless carriers and their call analytics vendors, TrueCall™ relies on a carrier network-level spoofing protection filter to allow only legitimate outbound calls to reach your customers. With TrueCall™, you can increase your call center answer rate by preventing legitimate calls from being labeled as fraud/spam, restoring trust in your outbound calls and calling numbers.
SecureLogix®️ ReputationDefense™ Call Number Management Service
To address the problem of mislabeled calls and calling numbers, ReputationDefense™ Call Number Management Service works with all major service providers and analytics vendors to remove fraud/spam labeling attached to your calling numbers. The service cleans and restores the positive reputation scores of your existing numbers and provides ongoing monitoring to maintain a healthy status.
With SecureLogix outbound call trust services, you get a unified call branding, number reputation management, and security solution that augments your outbound call software solutions. Our platform includes full reporting, analytics, and support from the industry’s most experienced call security and trust specialists.
FAQs
Q: What is outbound call software? Outbound call software is a tool that helps businesses manage and optimize their outbound calling operations. It automates dialing, tracks call metrics, and integrates with CRM systems to streamline communication, improve efficiency, and enhance customer engagement.
Q: What is call trust? Call trust refers to the confidence recipients have in the legitimacy and authenticity of a phone call. It ensures customers can identify who is calling and why, reducing the likelihood of calls being ignored or mistaken for scams.
Q: What is spoofing? Spoofing is a tactic where scammers falsify caller ID information to make it appear as though a legitimate business or individual is calling. This method is often used to deceive recipients into sharing sensitive information or making fraudulent transactions.
Q: What is branded caller ID? Branded caller ID, or branded calling, enhances traditional caller ID by displaying detailed information about the caller, such as the business’s name, logo, and purpose for the call. This transparency helps build trust with recipients, making them more likely to answer.
Q: What is call number reputation? Call number reputation refers to how carriers and recipients perceive a business’s phone number based on its usage history and feedback. A positive reputation ensures calls are delivered successfully, while a poor reputation, often due to high call volumes or complaints, can lead to calls being flagged as spam or fraud.
Q: Why do legitimate numbers get mislabeled as fraud, scam or spam? Legitimate numbers can be mislabeled as fraud, scam, or spam due to carrier algorithms and user reports that assess calling patterns and feedback. High call volumes, repetitive dialing, or unengaged recipients can trigger these algorithms to flag numbers as suspicious, even if the calls are legitimate. Additionally, if recipients report a number as spam—whether due to misunderstanding the purpose of the call or annoyance—this feedback can contribute to mislabeling. Spoofing can also harm a number’s reputation when scammers use it for fraudulent activities, leading to legitimate calls being flagged incorrectly.