In: Telemarketing News

Now that most major carriers rely on the SHAKEN/STIR framework to authenticate calls, businesses can start adding more information to improve answer rates and brand recognition. Rich call data (RCD) is one of the ways that companies can add information that will appear on called IDs. In this way, it shares a lot of features with enhanced caller ID.

If your business relies on outbound calls for customer support, conversions, bill collections, and other services, now is the right time to learn about RCD and how it can help your company succeed.

What Does Rich Call Data Do?

SHAKEN/STIR works by generating and checking origination tokens to ensure that calls come from their stated sources. It’s one of the most effective tools against call spoofing that hijacks your number to reach unsuspecting consumers (and ruin your number reputations as a side effect).

RCD adds information that piggybacks on origination tokens to display pertinent information on caller ID. Popular types of information to add include:

  • Organization names
  • Organization logos
  • Branded corporate logos
  • Department names
  • Reasons for calling

Importantly, you decide what RCD displays. You don’t rely on a carrier to fetch the information from a third-party database you don’t control.

RCD Instills Trust in Consumers

By including these pieces of rich call data, you instill more trust in consumers. SHAKEN/STIR ensures that your call truly comes from you. RCD adds confidence by displaying information that consumers identify with your brand. As a result, you should find that RCD improves answer rates, which leads to more conversions and better customer services.

Why can’t you trust enhanced called ID to display information? Overall, the technology works well. Unfortunately, enhanced caller ID services offer various features. The long list of service providers means that you cannot always rely on your leads seeing the information you want to display. RCD provides a more cohesive approach that works across carriers

Benefits of Rich Call Data

You already know that consumers feel wary of unknown callers. You probably feel suspicious when you get a call from a number you don’t recognize.

People have good reasons to distrust incoming calls. Scam calls have been a problem for decades. The COVID-19 pandemic made the issue even more severe. In 2020, 18% of survey respondents said they received three or more scam calls per day. About 21% said they get 50 or more scam calls per month.

The scams have also become more effective. In 2020, scammers were able to get personal information from 370% more people than in 2019. They collected Social Security numbers or credit card info from 650% more people in 2020 than 2019.

Knowing these statistics, it’s easy to see why so many consumers worry about answering their phones. Rich call data helps alleviate their concerns by giving them several pieces of information that reinforce your identity. Some people will trust your number when caller ID displays your name. (Only 24% of unidentified calls get answered. That number jumps to 53% when caller ID displays a business’s name.) Your number looks even more trustworthy when caller ID shows your name, logo, department, and reason for calling.

Auditing Your Rich Call Data

Rich call data offers a significant improvement that can lead to higher answer rates. It hasn’t rolled out yet for consumer use yet, so carrier fragmentation may still be an issue. Your RCD information might not appear uniform on all carriers when it rolls ot. Unfortunately, you can’t control what carriers do.

That makes RCD auditing critical to every business that relies on outbound dialing. You can’t trust every carrier. You need to see the information with your own eyes.

Device Cloud Auditing

ABM Desk’s Device Cloud feature fills that role by showing you precisely what phones display when you call them. Device Cloud sends you screenshots of real devices receiving your calls from real carriers.

Device Cloud uses a variety of carriers and devices, so you know what your leads see when you call them.

You don’t need to worry about what your leads see because you have proof that your information gets displayed accurately. Now, you can start successful outbound dialing campaigns confidently.

Phone Number Monitoring

It isn’t likely that your phone numbers will get flagged when you use a combination of RCD and ethical dialing practices. It can happen, though.

ABM Desk gives you more peace of mind by monitoring your phone numbers. At the end of the day, you can check all of your numbers to see whether they have been flagged. When you find a flagged number, pull it from rotation until it cools off. In the meantime, replace the damaged number with a fresh one that will reach your contacts.

Would you like to see how ABM Desk’s number monitoring and Device Cloud feature can help your business thrive? Get started with a 14-day free trial!

How Can We Help You?

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