The rise of robocalls, spam, and spoofing attacks has led to a dramatic decline in consumer trust in telephone calls. Studies show that nearly 87% of outbound calls from businesses to their customers go unanswered because customers fear fraud or irrelevant interruptions. This erosion of trust is bad news for businesses that rely on outbound contact centers, since they face an uphill battle in trying to reach their customers effectively. The result is disruption to business operations, loss of revenue, and degraded customer satisfaction.
Fortunately, there is a highly effective solution that can increase call answer rates and restore trust in phone calls. Branded caller ID with rich call display makes calls more recognizable and trustworthy by going beyond the traditional caller ID capabilities to show verified, detailed information about who is calling and why. With rich call display, businesses can transform the customer experience, significantly increase answer rates, and reintroduce trust to customer communications via the phone.
What is Rich Call Display, Exactly?
Branded caller ID is a service that enables businesses placing outbound calls to show recipients more details about their identity and the reason for the call. Rather than simply displaying a phone number and a generic location from where the call originates, a call branding service may show the name of the company and its logo. A rich call display adds additional information such as the reason for the call — for example, “Appointment Reminder” or “Delivery Update.” A rich call display may also include details like a call back number or website, and trust indicators such as a verified caller badge, a fraud prevention badge, or a secure branding tagline.
The Need for Branded Caller ID and Rich Call Display
Outbound call software that enables branded calling and rich call display is becoming an essential tool as businesses seek to overcome several challenges.
Declining Call Answer Rates Studies show 68% of US adults never answer a phone call from an unknown number.^1 This means businesses often miss important chances to connect with customers, resulting in delays and lost opportunities. Whether it’s confirming an appointment or sharing time-sensitive updates, unanswered calls can disrupt operations and reduce revenue.
Increased Spoofing Attacks Fraudsters often use spoofing to fake phone numbers on caller ID and pretend to be legitimate businesses, damaging the business’s reputation and making customers less likely to trust calls. When customers receive scam calls that appear to come from a real company, they may associate the business with the scam, even if it wasn’t involved. This makes it harder for real calls to get through and creates long-term damage to trust.
Business Disruption and Financial Loss Low answer rates make it harder for businesses to run smoothly, especially in industries like healthcare, retail, and finance. Missed healthcare appointments waste valuable resources, undelivered packages upset customers, and delayed financial transactions hurt revenue. Branded caller ID and rich call display help reduce these problems by making it easier for customers to recognize and answer important calls.
Customer Dissatisfaction When legitimate calls go unanswered or are flagged as spam, customers often get frustrated and lose trust in the company. This can hurt the overall customer experience and lead to weaker relationships over time. By showing clear, recognizable information about who is calling and why, branded caller ID and rich call display make calls feel more transparent and trustworthy, helping to improve satisfaction.
How Branded Caller ID and Rich Call Display Work
Implementing branded caller ID and rich call display involves several key steps.
Registering and Verifying the Business Businesses register their branding details, such as their name, logo, and the types of calls they make, with a call branding service provider. This information is carefully verified to confirm that the company is legitimate and to prevent fraudulent use of the service. By establishing authenticity upfront, the system protects both the business and its customers from scams or misuse.
Integrating with Telecom Networks Once verified, the branding details are integrated into telecom networks by the service provider. This step ensures that the branded information is transmitted correctly to recipients’ devices across different carriers and regions. By working with major telecom providers, the service achieves broad compatibility, ensuring a consistent display of branding information regardless of the recipient’s device or network.
Enhancing the Call Display When a business makes a call, the system replaces the generic caller ID with a rich call display that includes the business’s name, logo, reason for the call and other trust verification details. For example, a customer may see “ABC Retail - Delivery Update” instead of an unfamiliar number. This added context provides immediate clarity and reassurance, making customers more likely to answer the call.
Adhering to Security Protocols To maintain trust, superior call branding services will implement advanced security measures like spoofing protection. These protocols ensure that only verified businesses can display branded information, preventing fraudsters from impersonating the company. This not only safeguards the business’s reputation but also reassures customers that the call is legitimate and secure.
The Advantages of Rich Call Display for Contact Centers
Outbound call center software featuring rich call display offers businesses a way to improve their communication with customers, making calls more engaging, trustworthy, and effective. Enhancing how a call appears on a recipient’s phone offers several important advantages.
Increased Answer Rates Rich call display makes calls instantly recognizable by showing the company’s name, logo, and the reason for the call. This familiarity reassures customers, making them more likely to pick up the phone. Studies show that using rich call display can boost answer rates by up to 30%, helping businesses connect with more customers and reducing missed opportunities.
Improved Trust and Credibility Customers are more willing to engage with calls that clearly show who is calling and why. When a business uses rich call display, it sends a strong message that the call is legitimate and trustworthy. This added transparency fosters confidence in the interaction, which is especially important for industries like healthcare and finance that deal with sensitive information.
Enhanced Customer Experience Rich call display eliminates the guesswork for recipients by providing context for the call upfront. Instead of feeling annoyed or suspicious about an unknown number, customers know who is calling and the purpose of the call. This clarity reduces frustration and creates a smoother, more positive experience, making customers more receptive to future interactions.
Operational Efficiency Businesses save time and resources when customers answer calls on the first try, as it reduces the need for repeated follow-ups or alternative outreach methods. Improved answer rates mean contact centers can focus on resolving customer needs efficiently, leading to smoother operations and better use of employee time.
Reputation Protection Rich call display often includes spoofing protection, which prevents fraudsters from using the business’s identity in scam calls. This ensures that customers continue to associate the brand with professionalism and reliability. Protecting the company’s reputation builds long-term trust with customers and strengthens its overall image in the marketplace.
SecureLogix: Leading Solutions for Call Trust, Security, and Authentication
SecureLogix serves as a trusted partner to some of the world’s largest and most complex voice networks and contact centers as they navigate the ever-evolving call security and trust risk landscape. As the only vendor with a single, unified solution set for the full range of voice security and call trust issues that threaten the enterprise today, we deliver call branding, security, and authentication solutions designed to reduce costs, maximize revenue, and restore customer trust in phone communications.
SecureLogix® Contact™ Call Branding Service
Our call trust technologies are anchored by SecureLogix Contact™ Call Branding Service, a branded caller ID technology with rich call display. This unified, low-friction solution provides broad coverage of outbound calls to wireless devices, thanks to integration with all major wireless devices and service providers. The Contact™ service provides rich call display capabilities that include your full corporate name and logo, the reason for the call, trust verifications, and other relevant information. As a result, our customers have been able to increase answer rates by 30% on average.
Key Benefits
- Comprehensive rich data display
- Improved call answer rates that lead to increased revenue, lower operational costs, and improved agent productivity
- Full reporting, analytics, & management support from the industry’s most experienced team of call security and trust specialists
- Integration with additional call trust solutions
SecureLogix® TrueCall™ Spoofing Protection Service
SecureLogix® TrueCall™ improves call trust by identifying and blocking outbound calls from fraudsters attempting to impersonate your brand by spoofing your corporate calling numbers on recipients’ caller IDs. This network API-integrated spoofed-call filtering service is the strongest and most secure approach to spoofing prevention in the telephony industry.
TrueCall™ integrates with the major wireless carriers and their call analytic vendors to provide foolproof, primary level call spoofing inspection analysis with full call blocking and control. With TrueCall™, only your legitimate outbound calls can pass through our carrier network-level spoofing protection filter.
Key Benefits
- Block outsiders from spoofing your enterprise calling numbers
- Achieve higher call answer rates by protecting your outbound enterprise calls and reputation scores
- Prevent your outbound calls from being labeled as fraud/spam
SecureLogix®️ Reputation Defense™ Call Number Management Service
Reputation Defense™ helps to clean and restore the positive reputation scores of your corporate calling numbers by removing fraud/spam labeling. After registering all your corporate phone numbers from various service providers, Reputation Defense™ coordinates efforts across SPs and associated analytics vendors to clean your outbound calling number reputation scores and stop them from being labeled as spam, fraud, or scam likely on caller ID.
Key Benefits
- Consolidated vendor portal administration and unified call branding reporting across all major SP’s
- Ongoing, rigorous phone number reputation monitoring and management to prevent fraudulent use of your calling numbers
- Full reporting, analytics, and service team support
FAQs
Q: What is rich call display? For businesses placing outbound calls to customers and prospects, rich call display enhances caller ID by showing detailed information like the business’s name, logo, and call purpose, making calls more recognizable and trustworthy. This added context helps reassure customers that the call is legitimate, increasing the likelihood that they will answer and engage with the business.
Q: How does branded caller ID differ from traditional caller ID? Traditional caller ID shows only a phone number, while branded caller ID includes rich details such as the company’s name and logo, providing greater transparency and trust. Branded caller ID creates a stronger connection by giving customers immediate recognition of who is calling and why, reducing the risk of calls being ignored.
Q: Does rich call display work on all devices? Compatibility depends on the provider and carrier, but leading solutions like SecureLogix cover up to 95% of U.S. wireless devices. Businesses should check with their provider to ensure the broadest possible coverage and avoid inconsistencies in how the branding is displayed.
Q: Can rich call display prevent spoofing? Yes, advanced solutions include anti-spoofing measures to ensure that only verified businesses can display branded information. This protects both the business’s reputation and the customer by preventing fraudsters from impersonating legitimate companies through fake caller IDs.
Q: How does SecureLogix ensure compliance with regulations? SecureLogix adheres to strict telecommunication and privacy standards, ensuring its solutions meet global regulatory requirements. By staying up to date with regional laws and guidelines, SecureLogix helps businesses avoid penalties and maintain customer trust in their communication practices.
Q: Can rich call display integrate with CRM systems? Yes, SecureLogix and other providers offer integrations with CRM platforms, enabling personalized call details and better customer engagement. This integration allows businesses to tailor calls with customer-specific information, creating a more seamless and relevant experience for recipients.