Call Center Boosts Conversion Rate 76% with Branded Calling

Branded Calling for Call Centers

Dramatically boost customer trust and conversion with branded calling solutions.

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

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

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.