In the fast-paced and increasingly digital world, call centers and businesses face a growing problem: unanswered outbound calls. These calls, which often represent crucial customer service interactions, sales opportunities, or important reminders, are left hanging—unanswered and unresolved. The costs associated with missed calls are staggering, but there is a solution emerging that can significantly reduce this issue: Branded Calling. By incorporating Branded Calling into your communication strategy, you not only increase the likelihood that your customers will answer your calls but also build trust and enhance customer engagement. Here’s how Branded Calling is reshaping the future of outbound calls and why it’s the key to addressing the costly impact of unanswered calls.
Outbound calls play an essential role in many businesses, from follow-ups on sales leads to customer service inquiries or appointment reminders. Yet, despite their importance, a significant percentage of these calls are left unanswered. The increase in robocalls, spam, and telemarketing scams has made consumers more wary of answering calls from unknown numbers. According to recent reports, up to 60% of calls go unanswered, with the number only expected to rise. This trend is fueled by the rise in calls labeled as spam, causing consumers to be selective about which calls they accept.
For businesses, this leads to missed revenue opportunities, unresolved customer issues, and increased frustration for call center agents. On top of that, unanswered calls mean lost productivity, and if customers are unable to connect with businesses in a timely manner, they may seek alternatives, resulting in lost business. The challenge is that while businesses continue to make outbound calls, there’s no guarantee they’ll be answered, leading to wasted effort and potential damage to a company’s reputation.
Enter Branded Calling, a revolutionary approach to outbound calls that can significantly improve call answer rates, rebuild consumer trust, and enhance customer relationships. Branded Calling ensures that your business’s name, logo, and the reason for the call (via Rich Call Data, or RCD) are displayed on your customer’s phone. This branding allows customers to instantly recognize your business and feel confident that the call is legitimate and worth answering. Here’s how Branded Calling addresses the core problems associated with unanswered outbound calls:
One of the most significant advantages of Branded Calling is its ability to increase call answer rates. With Branded Calling, your business’s name, logo, and reason for the call appear on the customer’s phone screen, which increases the likelihood that they will pick up. Studies have shown that calls with branded identification experience up to a 50% increase in answer rates. When consumers see a recognized and trusted brand on their screen, they are more likely to engage with the call.
This is especially important in a world where consumers are inundated with spam and robocalls. Branded Calling helps businesses cut through the noise, providing consumers with the confidence that the call is legitimate. By reducing the uncertainty around unfamiliar numbers, businesses see more successful engagements, whether it’s a sales call, customer support, or a simple reminder.
The telecom industry is currently fighting a battle against robocalls and spam, but the real winner will be the business that can regain consumer trust in the process. Branded Calling provides a solution to this issue by giving consumers the transparency they crave. With Branded Calling, businesses integrate their logo and name directly into the caller ID, which is verified using the STIR/SHAKEN framework—a standardized process for ensuring the legitimacy of phone calls.
STIR/SHAKEN protocols authenticate calls by adding a digital signature to the call’s metadata, ensuring that the number displayed on the screen is legitimate and not spoofed. With this technology, Branded Calling reduces the chances that your calls will be flagged as spam or fraud, offering a trustworthy experience for your customers.
As a result, customers feel safer engaging with your brand, knowing that they are receiving a legitimate call from a trusted business. With this restored trust, customers are more likely to pick up the phone, increasing the chances of conversion, problem resolution, or engagement.
Branded Calling doesn’t just help your calls get answered—it enhances the overall customer engagement experience. When consumers can see who is calling and the reason for the call, they are more likely to engage in meaningful conversations. By adding Rich Call Data (RCD) to each call, businesses can provide additional context such as the purpose of the call, making it easier for customers to know whether to answer.
For example, a business can add “Reminder: Appointment at 3 PM” or “Discount offer on your next purchase” directly to the call screen. By informing the customer about the nature of the call upfront, businesses can avoid confusion and ensure that customers are more willing to engage. This transparency not only increases the likelihood of the call being answered but also ensures that the conversation is more productive, leading to higher satisfaction rates and better outcomes.
The problem of mislabeling calls as spam has become a major issue for businesses trying to reach their customers. Without Branded Calling, many legitimate business calls get flagged as spam by carriers or third-party apps, leaving customers with the impression that the call is not worth answering. As a result, businesses are left facing low answer rates, missed opportunities, and a damaged reputation.
Branded Calling helps businesses avoid this issue by ensuring that the call is properly verified and authenticated. Using the STIR/SHAKEN protocol, Branded Calling eliminates the risk of being mislabeled as spam by presenting a verified, trusted display of the business name and number. This ensures that your calls reach the intended recipient without being blocked or flagged, improving your chances of engagement and minimizing the impact of spam-related problems.
The ultimate goal of any outbound call is to reach the customer, resolve an issue, or close a sale. By incorporating Branded Calling, businesses can see a significant improvement in call completion rates. When customers answer calls with a trusted, recognized brand displayed on their screens, they are more likely to engage and complete the conversation. This improvement in engagement means that your call center operations are more efficient and productive, leading to a better return on investment for each call made.
Businesses can also benefit from higher conversion rates on sales calls and better service outcomes in customer support scenarios. With Branded Calling, customers are more likely to stay on the line, reducing the number of missed opportunities and the time spent on unproductive calls.
At NumHub, we are committed to offering the best Branded Calling solution in the market. Here’s why our solution stands out:
STIR/SHAKEN Compliance: We integrate seamlessly with the STIR/SHAKEN framework, ensuring that all of your calls are authenticated and verified, providing a secure and trustworthy experience for customers.
No Additional Apps Required: Our Branded Calling solution works right out of the box with no additional apps or software required, making it easy for businesses of all sizes to adopt and implement.
Affordable and Scalable: We understand the importance of cost-efficiency, which is why our pricing model is based on successfully delivered calls, making it affordable and scalable for businesses at any stage.
Enhanced Transparency with RCD: Our solution adds Rich Call Data (RCD) to every call, including the reason for the call and your business logo, making it easier for customers to understand the purpose of the call and increasing their willingness to engage.
Maximizing Call Reach: We work with trusted partners and carriers to ensure your calls are delivered to more handsets than any other BCID provider, guaranteeing that your calls reach the right audience.
The future of business communications is clear: Branded Calling is the key to unlocking better customer engagement, higher answer rates, and more successful outbound calls. With the power of STIR/SHAKEN certification, RCD, and full brand transparency, businesses can rebuild consumer trust, ensure their calls are answered, and improve their call center efficiency. As the telecom industry continues to evolve, Branded Calling is set to become a standard feature across all networks, empowering businesses to connect with their customers in new and meaningful ways.
Ready to take your outbound calls to the next level? Learn more about NumHub’s Branded Calling solution and how it can help you increase call answer rates, enhance customer engagement, and improve your call center productivity today.
By adopting Branded Calling, your business can not only improve its outbound calling success rates but also build stronger, more trustworthy relationships with your customers. Don’t let missed calls and low answer rates hold your business back—embrace the future of telecom with Branded Calling and make every call count.