Branded Calling for Call Centers

Dramatically boost customer trust and conversion with branded calling solutions.

Branded Communication Case Study

Solutions for Call Centers

Why Call and Contact Centers Need Branded Communication

Companies outsource their calling programs for many reasons – like helping them save time and have their staff focus on tasks other than managing phone lines. As a trusted resource, you can help your clients communicate better, resolve billing and other issues, complete orders, and other business needs. When you brand your calls with your customers’ name and reason for calling, you can deliver a better customer experience and get better results for your top clients.

Identify yourself to customers

With INFORM® Branded Text Display

Provide branded experiences

via your mobile app with ENGAGE® Branded Graphic Display

Boost conversion rates

for applications, customer service tickets, and more

Results

Beyond Just Answer Rates

It's a fact. Businesses that use Branded Communication see better results across the board, not just with increased answer rates.

One call center was trying to help a financial services client reach customers who were starting and abandoning online loan applications. Even with a quick follow-up, many customers weren’t answering their phones.

With INFORM branded-text display, the call center saw immediate results. A 76% increase in first call conversion rates, along with a 26% first call contact rate, help the call center operate more efficiently and increased revenue for themselves and their client.

76%

Boost

in First Call Conversion Rate

12%

Increase

in Callback Rate

26%

Lift

in First Call Contact Rate

Customers Want (And Need) Your Call …

But They Don’t Trust Unknown Numbers

We surveyed over 2,000 people in order to better understand their experience with calls to their mobile devices. Survey questions asked about familiarity with unidentified numbers and scam calls, level of comfort with unknown numbers, and how anonymous calls could impact brand perception and loyalty, among other topics. More than 3 in 4 people said they miss at least one important call per month because of unidentified numbers. The effect? 85% of people say that an unknown or unidentified number makes a business call feel illegitimate. However, there is hope – 90% of people say they’d feel comfortable answering a branded call.

85%

of People

say a call from an anonymous number makes a business call feel illegitimate.

90%

Consumers

say they’d feel comfortable answering a branded call that identifies the business and reason for calling.

See what our

Customer Say

“We were talking with our CEO and showed him a branded call experience from First Orion, and everybody on the executive leadership team thought it was awesome. It just clicked with them that we need this because nobody picks up the phone anymore if they don’t know who’s calling.”

Senior manager of retail product management and post-purchase experience
Retail

“Our contact rates are slightly down by 1.5% to 2%, but revenue per attempt has increased 15% to 40% depending on the brand that we’re calling about.”

Senior director of call center operations in the online marketing industry
Call Center

“If someone misses their delivery, it costs ups $100 to revisit your house to redeliver an appliance.” We do from 5 to 8 million appliance deliveries a year, so these numbers are significant.”

Delivery notification retail product manager
Delivery

Unlock the Power of Branded Communication

Tell us more about your business and calling needs, and we’ll show you how Branded Communications can work for you.

Request A Demo

Resources

10 Call Center Best Practices to Remember in 2022

10 Call Center Best Practices to Remember in 2022

Let’s face it: it can be rough working as a call center agent in 2022. Between irate customers, missed outbound calls, and frustrating conversations that can end without a resolution, call center agents have a tough task making sure the customer experience is...

Get a Queue: How Callback Queues Enhance Call Centers

Get a Queue: How Callback Queues Enhance Call Centers

Nobody likes to wait. Whether it’s a line at the DMV or a grocery store, people are busy and want their services to be as quick as possible. This is especially important for inbound call centers providing customer service or technical support contact points for their...