Rebuild Call Trust with Outbound Call Solutions
Outbound call solutions are tools and technologies designed to support contact centers in managing and optimizing their outbound communication efforts. These solutions enable businesses to engage with customers effectively, whether through sales calls, appointment confirmations, service updates, or surveys. They typically include features like automated dialing, call tracking, CRM integration, and analytics to improve efficiency and performance.
However, the telephony landscape has evolved, and consumer trust in phone communication is at an all-time low. With 87% of calls going unanswered due to concerns over robocalls, fraud, and spoofing, even the most sophisticated outbound call solutions are ineffective unless they address trust issues. Outbound call software that incorporates call trust technology can rebuild consumer confidence, increase call answer rates, and empower businesses to better achieve their goals, from revenue generation to customer satisfaction.
The Challenge of Declining Call Trust
Trust in phone communication has fallen sharply in recent years due to several issues and threats that have made people increasingly hesitant to answer phone calls.
Robocalls and Spam Robocalls are a principal reason people don’t trust phone calls. Billions of these automated calls flood phones every month, offering irrelevant or deceptive messages. Many robocalls promote scams or other shady offers, overwhelming people and making them ignore or block calls from numbers they don’t recognize. For businesses, this is a major problem because customers might not answer even legitimate calls, like appointment reminders or service updates. The sheer volume of robocalls has trained people to view most phone calls as suspicious, making it harder for real businesses to connect with their audience.
Spoofing and Fraud Spoofing happens when scammers fake caller ID information to make it look like a call is coming from a trusted business. Fraudsters often pretend to be banks, healthcare providers, or government agencies to trick people into sharing personal information or making payments. These scams hurt both customers and the businesses being impersonated. When customers receive fraudulent calls claiming to be from a company, they often lose trust in that brand—even though the company had nothing to do with the scam. Over time, this damages the reputation of businesses and makes people more suspicious of phone calls in general.
Spam Labeling Even businesses that follow the rules can have their calls mislabeled as spam or fraud. Carrier systems use algorithms to detect suspicious calls based on call patterns, frequency, and user reports, but these systems often make mistakes. Legitimate calls can get flagged as “Spam Likely” or “Fraud Alert,” discouraging recipients from answering. This mislabeling makes it even harder for businesses to reach their customers and forces them to spend extra time and resources fixing these errors. For customers, seeing a phone number marked as spam or fraud only adds to their distrust of phone calls, even when the call might be important or helpful.
Why Contact Centers Need Outbound Call Solutions with Call Trust Capabilities
For contact centers, adding call trust capabilities to their outbound call solutions is no longer just a nice-to-have—it’s a necessity for achieving key business goals like customer engagement, operational efficiency, and revenue growth. These technologies help overcome widespread consumer distrust of phone calls, enabling contact centers to connect with their audience more effectively, protect their reputation, and improve overall performance.
Improving Call Answer Rates
Call trust technology, such as branded caller ID and rich call display, is designed to make phone calls more recognizable and trustworthy for recipients. These tools display critical information about the caller, such as the business’s name, logo, and reason for the call, helping recipients quickly identify who is calling and why. When customers feel confident that a call is legitimate, they are much more likely to answer. For example, a recent study found that 82% of people would answer a branded call from a company they had previously given permission to contact them^1. By increasing answer rates, businesses can connect with more customers, ensure their campaigns are successful, and reduce the effort spent on follow-ups. Trust-building tools play a key role in turning unanswered calls into opportunities for meaningful engagement.
Protecting Reputation
Issues like spoofing and spam labeling can severely harm a business’s reputation. When scammers use a company’s number to impersonate it, or when legitimate calls are mislabeled as spam, customers may associate the brand with fraud or nuisance calls. This damages trust and makes future communication even more difficult. Call trust solutions with features like spoofing protection and reputation management help businesses protect their identity and ensure their numbers are not flagged incorrectly. By maintaining a strong and positive reputation, businesses can build customer loyalty and ensure that their calls are viewed as credible and trustworthy.
Lowering Costs and Increasing Revenue
When calls go unanswered, contact centers waste valuable time and resources on follow-up calls or alternative outreach efforts, which can quickly drive up costs. Call trust solutions reduce these inefficiencies by increasing the likelihood that calls are answered the first time. This efficiency allows contact centers to reach their goals with fewer resources, ultimately lowering operational expenses. Additionally, higher answer rates translate into more completed sales, fulfilled service requests, and resolved issues, leading to increased revenue opportunities. By optimizing communication efforts, businesses can better balance cost management and revenue generation.
Enhancing Call Center Performance
Low answer rates and customer skepticism can take a toll on call center agents, leading to frustration, burnout, and high turnover rates. When agents struggle to connect with customers or feel that their efforts are wasted, it affects their morale and productivity. Incorporating call trust capabilities into outbound call solutions not only increases engagement but also creates a more positive work environment. Agents become more motivated when they see higher success rates, which improves their performance and satisfaction. A confident, satisfied workforce leads to better customer interactions and greater overall efficiency.
Strategies for Rebuilding Call Trust with Outbound Call Solutions
To rebuild trust in phone communication, contact centers need to implement a combination of technologies and strategies that directly address the factors causing consumer distrust. These tools and methods not only make calls more recognizable and transparent but also help protect a company’s reputation and ensure better engagement with customers.
Branded Caller ID and Rich Call Display
Branded caller ID replaces generic phone number displays with specific details about the caller, such as the business’s name, logo, and purpose for the call. For instance, instead of seeing a random number, recipients might see “ABC Retail — Order Update” or “XYZ Health — Appointment Reminder.” Rich call display goes even further by including additional trust indicators, such as verified caller badges or brief notes explaining the reason for the call.
This level of transparency makes it easier for customers to immediately recognize the call as legitimate, which greatly improves answer rates. When recipients know who is calling and why, they are more likely to engage and less likely to assume the call is spam. By fostering a sense of trust and professionalism, branded calling and rich call display ensure that businesses can connect with their audience more effectively.
Spoofing Protection
Spoofing protection technology ensures that only verified businesses can use their phone numbers for outbound calls, preventing scammers from impersonating legitimate organizations. With spoofing protection in place, fraudulent calls can be blocked at the source, safeguarding the company’s identity and building confidence in the legitimacy of its calls. This technology is particularly important for industries like healthcare, finance, and retail, where trust in phone communication is critical for conducting secure and effective business operations. By preventing spoofing, businesses can ensure their numbers remain trusted and credible.
Reputation Management
Reputation management tools help businesses monitor how their phone numbers are viewed by carriers and customers. These tools actively identify and address issues such as spam labeling, which can prevent legitimate calls from reaching their intended recipients. When a business’s number is mislabeled as spam or fraud, it not only reduces answer rates but also harms the company’s image.
Reputation management tools analyze call activity, recipient feedback, and carrier data to identify any negative patterns affecting a number’s reputation. They then provide corrective measures, such as updating records or adjusting calling practices, to resolve these issues. By maintaining a positive caller reputation, businesses can ensure their calls are delivered successfully and are more likely to be answered. This consistency in communication strengthens relationships with customers and supports long-term engagement.
Outbound Call Solutions from SecureLogix
SecureLogix provides leading call trust, security, and authentication solutions, backed by the most skilled team in the industry. With the only unified solution set for the full range of voice security and call trust issues that threaten enterprises and customer experiences, SecureLogix has been selected to protect some of the world’s largest and most complex contact centers and voice networks.
Our outbound call trust services are designed to increase your call answer rates and to protect your brand and your calling numbers from spoofing and from spam/fraud mislabeling. By restoring customer trust in your calls, our outbound call trust services can increase revenue, reduce operational costs, boost agent productivity, protect corporate, and drive higher customer satisfaction.
SecureLogix outbound call trust services enable you to:
Increase Call Answer Rates with Branded Caller ID SecureLogix® Contact™ Call Branding Service offers full call branding display capabilities for 95% of wireless devices. With Contact™, you can build trust with your audiences by displaying your business name, logo, and reason for the call along with trust verifications like security badges and website info. Contact™ works with all major wireless service providers and increases call answer rates by 30% on average.
Prevent Fraudsters from Spoofing Your Calling Numbers SecureLogix® TrueCall™ Spoofing Protection Service identifies and blocks fraudsters from using your corporate calling numbers to impersonate your brand. This service integrates with the major wireless carriers and their call analytics vendors to allow only legitimate outbound calls to pass through a filter that blocks spoofed calls at the carrier network level.
Repair Fraud/Spam Labeling Attached to Your Enterprise Calling Numbers SecureLogix®️ ReputationDefense™ Call Number Management Service consolidates efforts across all major service providers and analytics vendors to remove fraud and spam labels attached to your enterprise calling numbers. By cleaning and restoring the positive reputation scores of your existing numbers, you can defend your brand’s reputation and rebuild trust with your audiences.
FAQs
Q: What are outbound call solutions for contact centers? Outbound call solutions are tools and technologies designed to help contact centers manage and optimize their outbound calling efforts. They include features like automated dialing, CRM integration, call tracking, and analytics to improve efficiency and customer engagement. These solutions enable businesses to connect with customers for sales, service updates, and other important communications effectively.
Q: What is branded caller ID? Branded caller ID enhances traditional caller ID by displaying a business’s name, logo, and the purpose of the call on the recipient’s phone. This transparency makes calls immediately recognizable and more trustworthy, increasing the likelihood that recipients will answer. Branded caller ID builds confidence and strengthens the connection between businesses and their customers.
Q: How does a call branding service work? A call branding service works by enhancing traditional caller ID with detailed business information, such as the company’s name, logo, and purpose for the call. Businesses register their branding details with the service provider, which verifies their identity and integrates the information into telecom networks for accurate display. These services also include security features like spoofing protection and monitoring to ensure calls are trusted and not mislabeled as spam, boosting answer rates and customer confidence.
Q: What is rich call display? Rich call display expands on branded caller ID by providing even more detailed information about an incoming call. In addition to the business’s name and logo, it can include verified caller badges, the reason for the call (e.g., “Delivery Update”), and contact information. This added context reassures recipients, builds trust, and increases engagement with the call.
Q: What is spoofing? Spoofing is when scammers falsify caller ID information to make it appear as though a call is coming from a trusted business or individual. This tactic is often used to trick recipients into sharing sensitive information or making fraudulent transactions. Spoofing harms both customers and the businesses being impersonated, as it erodes trust and damages reputations.
Q: What is calling number reputation? Calling number reputation refers to how carriers and recipients perceive a business’s phone number based on its calling patterns, frequency, and user feedback. A positive reputation ensures calls are delivered successfully and are more likely to be answered. A poor reputation, often caused by high call volumes or complaints, can result in calls being mislabeled as spam or fraud.