What is Branded Calling for Call and Contact Centers?
Branded calling solves the unknown call dilemma, while INFORM® Branded Calling and SENTRY® Call Blocking are a dream team of defenders against scammers and bad actors using call authentication.
But what about other industries? Do call and contact centers need help to get their calls answered?
A First Orion survey showed that nearly 3 in 5 consumers said they receive six or more unknown calls per week — almost one unrecognized call for every day of the week! And we know that most people don’t answer calls they don’t recognize.
So is branded calling right for call and contact centers too?
Yep. Let’s prove it to you.
Call and Contact Centers Struggle with Answer Rate
There’s an unspoken problem that most call and contact centers don’t want to admit – many outbound calls go unanswered because they call from a number that isn’t branded.
In a recent report, we discovered that 82% of consumers rarely or never answer calls from unknown numbers. That’s a vast majority of people your agents call daily that simply won’t answer if they don’t know who’s calling.
And an unknown call can cost your business in more ways than one.
Agents waste time on unanswered calls, leading to frustration, reduced sales, and high turnover. Employee dissatisfaction has a ripple effect on your business, leading to high turnover rates and unnecessary spending to attract new talent
Plus, unknown numbers damage customer trust, making your business appear like a scammer and discouraging customers from answering.
The Cost of Unknown Calls:
- Agent Time – Repeated calls waste agents’ time
- Missed Revenue Opportunities – Wasted time means fewer conversions and less revenue
- Employee Satisfaction – Repeated calls and fewer sales make your agents frustrated and ready to quit
- Customer Trust – Unknown calls diminish customer trust due to scam concerns.
Using AFFIRM can help you avoid the cost of unknown calls by continuously monitoring and maintaining the reputation of your outbound numbers, ensuring customers see your calls as trustworthy.
Now that we’ve sufficiently pummeled you with everything you’re doing wrong, let’s brighten up your day and show you the things you could be doing right – with Branded Communications!
Branded Communications Gets Calls Answered
Branded communications is a future-proof solution for every industry. But especially the call and contact center industry. Who better to use our innovative branding solution than the people who make the calls?
Branded Communications includes INFORM for displaying your business name, call reason, and an optional logo for enhanced branding.
INFORM is a 32-character custom display for calls that puts your branding front and center on all outbound phone calls. Think of it as traditional Caller ID or CNAM, but better.
You may think you have it covered with Caller ID and CNAM, but unfortunately, most CNAM databases are outdated or flat-out inaccurate! And you have no control over what branding appears on a customer’s screen. Beyond that, the person you are calling may not even have a caller ID subscription, as many don’t
With INFORM, branded calls are retained in the call log, enabling customers to easily return missed calls.
But adding Branded Communications is only one part of the puzzle. You’re probably also wondering if these branded calling solutions can integrate with your current CCaaS, CPaaS or UCaaS setup?
Absolutely!
Branded Communications – the CCaaS Differentiator
INFORM is a proven solution for calling platforms and can easily integrate into your communication platforms via our REST API.
CCaaS, CPaaS and UCaaS providers who integrate INFORM into their calling platforms have seen answer rates go way up, in some cases by more than 61%.
INFORM integrates easily with Amazon Connect and AWS Chime, INFORM can easily be added to your current Amazon Web Services calling platform. Doing so also enables you to use First Orion’s advanced call authentication solutions in your outbound call flow.
Our branded calling solutions have successfully passed the AWS Foundational Technical Review (FTR), meeting best practice standards for security, reliability, and operational excellence.
Learn more about branded calling on Amazon voice platforms.
Enhance Your Call Center’s Trustworthiness with AFFIRM Reputation Monitoring
Finally, you should consider AFFIRM, First Orion’s latest solution for monitoring call performance and maintaining reputation. AFFIRM helps call centers continuously track and manage their phone numbers, ensuring a positive call reputation and maintaining customer trust. Integrating AFFIRM alongside INFORM enables you to protect your brand while boosting answer rates through proactive call management.
Let’s Go!
Ready to transform your call center communication? Consider adding AFFIRM to your call strategy to monitor and enhance your outbound call reputation alongside INFORM branded calling. Discover how these solutions can boost answer rates, productivity, and revenue.
Let’s connect you with a salesperson today! See how INFORM and AFFIRM work together to transform your calling strategy, improve answer rates, and future-proof your enterprise.
