Key takeaways:
- Unknown numbers are easy to ignore, even when the call is about coverage that matters to the prospect.
- With INFORM Branded Calling, the agency's answer rate rose 17.4%, and its engagement rate rose 22.6%.
- The gains emerged after onboarding and held through the longest measured period, which created a new pickup baseline.
- The gap between answer rate and engagement rate narrowed over time, so more of the people who picked up stayed in the conversation.
Why Do Prospects Ignore Calls About Life and Financial Coverage?
A small life and financial insurance agency had a simple problem. Prospects did not recognize its calls.
Conversations about life insurance and financial planning are important. They affect families, savings, and long-term security. But a call from an unknown number looks the same as any other unknown call, and most Americans don't answer calls from numbers they don't recognize. The agency had a reason to call, but prospects had no way to see it.
How Does Branded Calling Build Trust Before Pickup?
INFORM® Branded Calling displays the agency's verified business name on the prospect's screen. Instead of an unfamiliar number, the prospect sees who is calling before deciding whether to answer.
Recognition builds trust before the phone is in hand, and trust gives prospects a reason to pick up. The agency created a recognizable outreach experience without changing its scripts, its agents, or its offer.
What Results Did the Agency See with INFORM Branded Calling?
The agency tracked two metrics over time: answer rate and engagement rate.
The results did not move in a straight line. Both metrics dipped in the first quarter, then climbed through each quarter that followed. The lift emerged during the post-onboarding phase and held through the longest period the agency measured. Recognition created a new pickup baseline instead of a short-term spike.
Why Does the Engagement Rate Matter as Much as the Answer Rate?
A pickup only helps if the conversation continues. In the first 30 days, the agency's engagement rate trailed its answer rate by about seven points. By the end of the measured period, the gap had narrowed to about one and a half points.
That change shows what recognition did beyond getting prospects to pick up. More of the people who answered stayed on the line, which gave agents more chances to talk through coverage. Branded calls create more opportunities for meaningful coverage conversations, not just more connected calls.
The agency's owner described the experience this way:
"I recommend your service all the time...I don't know why every person doesn't use this. I was searching for ways to increase my pickup rate and came across the concept of branded calling...for a dollar a day, how can you not even try this?"
What Can Other Insurance Agencies Learn from This Result?
Three points apply to any agency that relies on outbound calls:
- Recognition comes before the conversation. Prospects decide whether to answer in seconds, so the caller's identity has to be clear on the screen.
- Measure over quarters, not days. This agency's results dipped early and then grew. Tracking a longer period shows whether a lift holds.
- Track answer rate and engagement rate together. Pickups matter, and what happens after pickup matters too.
Start Getting More Pickups with Branded Calling
Ready to make your calls recognizable? See how INFORM Branded Calling helps insurance agencies turn unknown numbers into conversations prospects want to have. Get started.
Branded Calling Frequently Asked Questions
Who can use branded calling? Branded calling can benefit businesses of any size that make outbound calls. This includes retailers, banks, car companies, call centers, and concierge services. If your business contacts customers, we help ensure those calls are answered while strengthening your brand reputation.
How many devices does First Orion cover? There are nearly 400 million phones in the U.S., including both iPhones and Androids. INFORM Branded Calling reaches customers on any connected in the U.S. and Canada. Our branded calling solutions work across every major U.S. carrier, including T-Mobile, Boost Mobile, Verizon and AT&T.
Is branded calling easy to activate? Yes! With INFORM there’s no complicated integration or special software needed. Since it’s carrier-based, your branded calls reach iPhone and Android users across all major U.S. networks and over 22 million customers in Canada. Need something more custom? We also offer an API for businesses that want to automate. Set up branded calling today.
What’s the difference between INFORM Branded Calling and traditional caller ID? Traditional caller ID is outdated and inconsistent. It relies on a patchwork of databases, and often customers don’t even see it. INFORM enables you to control how your business shows up with caller ID. You can even customize calls by department, such as sales, service, or delivery.
How do I register my business number? It’s easier than you think. Start by registering your number through the First Orion customer portal. Our free business number registration makes it simple! We guide you through the process to ensure your business is verified and your calls are not mislabeled. Register your number(s).
What networks does First Orion serve? All the big ones: T-Mobile, Boost Mobile, Verizon, AT&T, and more. With First Orion, you don’t have to worry about how your calls appear across different carriers. We’ve got it covered for both U.S. and Canadian subscribers with Rogers and Bell carriers.
Learn About the Solutions Behind Every Trusted Connection
From small businesses to global enterprises, First Orion helps you increase answer rates, verify identity, and build customer trust and transparency.
INFORM® Branded Calling - Show your business name, logo, and reason for call so more customers answer with confidence.
ENRICH® Branded Messaging – Deliver personalized, secure RCS messaging with verified sender identity and rich media.
AFFIRM® Reputation Monitoring - Monitor how your outbound calls appear and catch labeling discrepancies fast.
SENTRY® Call Blocking - Block bad actors from spoofing your numbers, protecting trust with your customers.
PROTECT+ Risk Detection - Detect suspicious inbound call activity in real time with intelligent risk analysis.
Related Resources:
5 Ways Branded Calling Boosts Customer Trust and Engagement Rates
How Branded Calling Scales with Your Business
Protecting Your Call Reputation Before It Costs You Customers
Branded Calling: A Guide to Verified Business Caller ID
Why Voice and Messaging Identity Must Converge to Build Customer Trust
