Dynamic Caller ID in QwikDial Can Improve Your Contact Rate.
We have focused on recent features added to our Contact Software Solution, QwikDial. We continue with QwikDial Month introducing our latest feature, Dynamic Caller ID. This added feature allows businesses to offer more localized numbers and provide better contact information for consumers.
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Contacting people via telephone today has become a hassle for all types of businesses. For collection agencies making contact might be among the most difficult. With all of the telemarketing and robocalling issues that have impacted the industry, more and more often, legitimate businesses see drops in productivity. Drops due to phone numbers being blocked, marked as spam, or even blacklisted for fraud.
Consumers tend to be skeptical (quite rightly so) to numbers they don’t recognize. Some consumers don’t answer incoming calls from 1-800 numbers as they may be a telemarketing call. The question becomes, “How do we increase our productivity and contact rates, and get around the issue of potentially being flagged as spam or fraud?”
A recent article on K&L Gates’ website, TCPA Watch, discusses legislative efforts to curb Caller ID spoofing:
At the federal level, caller ID spoofing is governed by the Truth in Caller ID Act of 2009 (codified at 47 U.S.C. § 227(e), with corresponding regulations promulgated at 47 C.F.R. § 64.1604) (the “Act”).
Although the Act makes it unlawful, subject to certain exemptions, “to cause any caller identification service to knowingly transmit misleading or inaccurate caller identification,” the Act contains significant limitations.
First, this only applies to “any person within the United States,” so spoofed calls initiated outside the United States are not covered.
Second, it only applies to calls made “with the intent to defraud, cause harm, or wrongfully obtain anything of value.”
When using technology to communicate, understanding the laws that surround those communications is extremely important. Communication laws are put in place to prevent dishonest and corrupt companies from potentially abusing consumers who may not want to communicate with them.
The Benefit and the Solution
Increased contact and call back rates
QwikDial’s Dynamic Caller ID is a tool that gives you the ability to use multiple numbers when trying to contact consumers. An increase of contact and call back rates will occur since the same area code being displayed on the caller ID is relevant to the consumer’s number being contacted.
Consumers are more likely to return a missed call from a local number than a 1-800 number or out of state number.
Dynamic Caller ID is Not Classified as Spoofing
Because each agency has purchased the use of these local numbers and callbacks to the number are answerable by you, Dynamic Caller ID is not spoofing.
Agencies have a tendency to call the same consumer time and time again with the same phone number, so consumers tend to not answer after a while. By changing the caller ID number, the chance of a debtor answering is greater, and since it is a local number the chances are even better.
There is a Proper Time and Way
As with most communication channels, the concept of Dynamic Caller ID has been around a very long time, nonetheless there is a proper time and way to efficiently use this technology.
Under the current collection industry circumstances, and the ever-changing laws, we strongly recommend you consult your legal counsel anytime you implement any new process or technology. When used properly this technology is a valuable asset for those who use it, that is for sure.
Other Potential Advantages of Dynamic Caller ID
Dynamic Caller ID presents other advantages for agencies like:
This is a simple math equation for contact centers that focus on revenue driven results. Increased contacts = Increased Revenue. The more people you talk to the higher chance you secure payment.
With customers being more likely to answer a call from a local number, this can help increase the number of prospects converted into clients. Boosting the total number of sales for an agency.
If you struggle with contact rates from unanswered or blocked calls, consider using Dynamic Caller ID in QwikDial, DAKCS’ contact software solution. Increase your contact reach and revenue. Find out about QwikDial’s other features like Voicemail Drop specifically designed to help you and your business.