5 Ways Branded Calling Boosts Customer Trust & Engagement Rates

Your customers aren’t ignoring you. They’re dodging spam.

Nearly half of all cell phone calls are projected to be spam, so customers hesitate to answer calls from unknown numbers. In fact, 9 out of 10 people ignore them!

This widespread skepticism poses a significant challenge for businesses striving to connect with their customers. Important calls go unanswered, leading to missed opportunities and diminished trust.

Branded calling changes that. By displaying your company name, logo, and reason for calling on the recipient’s mobile screen, branded calling builds trust, answer rates, and credibility in the moments that matter.

In this article, we explore five ways branded calling boosts customer trust and increases the likelihood that your calls will get answered.

1. Visibility Builds Credibility

Most mobile users won’t answer unfamiliar numbers. Branded calling removes that uncertainty by clearly displaying your brand identity up front.

Whether you’re confirming an appointment, following up on a quote, or delivering service updates, seeing your business name helps recipients recognize the value of the call before they answer.

With First Orion’s INFORM, you get 32 characters of customizable text. If you want to further boost your brand’s transparency, you can opt for INFORM with Logo.

Learn how to maintain a clean outbound call reputation.

2. Call Reason Reinforces Relevance

Branded calling doesn’t just show who you are — with 32 characters of customizable text, it can also tell customers why you’re calling. Adding a call reason like “Order Confirmation,” “Delivery Update,” or “Tech Support” gives context and urgency.

When recipients understand the purpose of the call, they’re more likely to engage.

Example: A healthcare provider uses branded calling to display: “HealthFirst Clinic – Appointment Reminder.”

That short description reassures the patient and boosts the likelihood of a timely response.

3. Reduces Call Avoidance and Call Blocking

Spam call saturation has conditioned customers to reject calls by default. Branded Calling reclaims that channel by distinguishing legitimate outreach from nuisance calls.

Businesses that adopt the branded calling experience:

• Fewer instances of call blocking
• Lower chances of being mislabeled as “spam”
• Improved contact rates across key demographics

Customers want to be confident they’re not being misled, and branded calling provides that assurance.

4. Strengthens Brand Recognition and Recall

Every branded call is a brand impression. Even if the call isn’t answered, the customer sees your name, reinforcing brand familiarity.

This is especially valuable for businesses with multiple touchpoints. Seeing a recognizable brand name builds trust across channels, from phone calls to emails and follow-ups.

5. Improves Customer Experience with Professionalism

Small moments, like how your call appears on their screen, shape customer perception. A clean, branded presentation shows professionalism and care.

Branded calling signals that your organization is transparent and accountable, which translates into higher confidence and willingness to engage.

With INFORM, you can deliver a consistent, premium experience on every outbound call. It’s an easy upgrade that leaves a lasting impression.

A large furniture retail chain made a lasting impression with the help of branded calling. Despite customers anticipating deliveries, drivers had difficulty getting customers to pick up the phone when calling from an unknown number. The result? Wasted time and costly missed deliveries.

By using INFORM, declined calls were reduced, and more people picked up the phone the first time to confirm deliveries. The retail chain saw an 18% boost in answer rate and a 22% lift in customer engagement.

See more case studies.

Take Control of Your Future

Trust is earned, not assumed, especially when reaching out by phone. Branded calling gives you the power to display your identity and intent, cutting through the noise of today’s call environment.

Whether you’re running a customer support line, an appointment desk, or a proactive sales team, branded calling is your ally in driving answer rates and earning trust.

Ready to make a better first and lasting impression on your customers? Explore how First Orion INFORM can help your business turn every outbound call into a trusted connection.

Secure Your Brand Further

Want additional tools to maintain trust? Register your business number for free through the First Orion Customer Portal and use First Orion’s number monitoring solution AFFIRM and spoof call-blocking solution SENTRY.