The Best Way to Get Customers to Answer Business Calls Again

Key Takeaways

87% of consumers avoid calls from unknown numbers, costing businesses sales, service, and support opportunities every day.

Customers still want phone calls. They trust them for urgent, complex, or sensitive issues like fraud alerts and service follow-ups.

INFORM® Branded Calling replaces outdated traditional caller ID (CNAM) with a verified business name, logo, and call reason, so customers know who's calling before they answer.

Activation requires no special software. INFORM works across all major U.S., Canadian carriers, and some major European carriers, and can be set up directly through the customer portal.

The Call Problem: Customers Aren't Answering

Approximately 87% of consumers admit they avoid answering calls from unknown numbers. This means critical sales, service, and support opportunities are missed daily. Despite investing heavily in digital marketing, businesses overlook one of the most personal engagement tools available: the phone call.

Customers Still Want Phone Calls

The irony is that customers haven't given up on phone calls. They've given up on unknown numbers. Even in the digital-first era, customers value phone calls for their immediacy, human connection, and ability to handle complex or urgent issues. Nearly 95% of hospitality consumers say branded phone calls are important to their experience, and over two-thirds prefer a call for urgent matters like travel changes or fraud alerts. In financial services, 48% of consumers favor phone calls over email for urgent issues, and 54% specifically trust them for fraud-related matters.

So, the demand for calls hasn't disappeared. What's missing is the trust that tells a customer the call is worth answering.

INFORM Branded Calling Restores Trust in the Phone Call

That trust gap is exactly what INFORM Branded Calling closes. It's an upgrade to traditional caller ID (CNAM). Instead of just a number showing up on a customer's phone, branded calling puts the outbound display of name, logo, and sometimes even reason for the call in the hands of the caller. This way, every time you call a potential lead or an existing customer, they immediately recognize who's calling.

INFORM features:

Personalized, 32-character display can include business name and/or reason

Reaches all major U.S. Carriers, over 21.5 million Canadian Subscribers, and some subscribers in the Europe.

Display shown in call log

Programmatic scheduling enables you to easily use INFORM branded calls across different departments, use cases, and users.

Advanced spoof protection features protect against scammers.

Increase your brand recognition and spoof protection by including a logo

The difference shows up the moment a call comes in.

Calls Without vs. With INFORM Branded Calling

Without Branded Calling	With INFORM Branded Calling
Unknown number appears on screen	Business name and logo (available with INFORM with Logo) displayed
Customer assumes spam or scam	Customer recognizes trusted caller
Call ignored or sent to voicemail	Call answered with confidence
Staff must redial and leave messages	First-call connections increase
Revenue and trust at risk	Stronger customer relationships

How to Get Started with INFORM

Register your numbers: Log into the INFORM portal and add the phone numbers your business uses for outbound calls.

Customize your display: Enter your business name (up to 32 characters) and call reasons such as "Appointment Reminder" or "Service Follow-Up."

Upload your logo: If you have INFORM with Logo, add your business logo for enhanced brand recognition and spoofing protection.

Start calling: When you dial customers, your branded information automatically appears on their phone screens before they answer.

INFORM 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® Branded Calling, 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.

What’s the difference between INFORM Branded Calling and 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.

Take the Next Step with ENRICH Branded Messaging Powered by RCS

Consumers are inundated with anonymous or suspicious texts. ENRICH® Branded Messaging ensures your business messages stand out with branding, interactivity, and compliance — all inside a native messaging app.

See what branded messaging looks like from your customers' perspective. Enter your mobile number and we'll send you a real ENRICH-powered RCS message — complete with a brand name, logo, and rich content — straight to your phone.