Category Archives: Articles

Use a Local Caller ID Number to Increase Answer Rate

By Dean Garfinkel, President, Quality Voice & Data

Using Caller ID with name is critical to providing a transparent customer experience.

Here are four scenarios

Scenario #1

Your phone rings and it says “Out of Area” and does not display a phone number. You let it ring to your voicemail because you’re sure if it is a telemarketer and you don’t want to be bothered. Continue reading

Caller ID Best Practices for Outbound Telemarketing Programs

By Kelsey Olsen, Director of Enhanced Telecom Services

Caller ID strategy is an often overlooked aspect of setting up a new outbound telemarketing campaign.  The reason Caller ID is often overlooked is because it isn’t one of the Big 3 items that are discussed with setting up an outbound campaign.  The Big 3 include the calling list, the script and the offer.  A word to my colleagues in the industry:  Change your thinking to add “Caller ID strategy” to your core list when setting up a new outbound telemarketing campaign.

Here are some Caller ID best practices to consider: Continue reading

PACE Convention Recap

PACE 2016

Second from the left is our Kelsey Olsen

By Angela Garfinkel

The 2016 Professional Association for Customer Engagement (PACE) convention and expo, held in Orlando, FL on April 3-5th was a great opportunity to reconnect with our industry friends and meet new members in the organization.

The agenda was filled with a combination of networking opportunities, education and industry updates. Quality Voice & Data was well-represented by Dean and Angela Garfinkel, Kelsey Olsen and Bambi Junge. Continue reading

Local Caller ID with Name Display will increase your conversion rate

By Kelsey Olsen, Director of Enhanced Telecom Services

Most telemarketers and outbound telephone campaign managers know that using Local Caller ID numbers is a powerful tool to increase the percentage of time that a consumer or business answers the phone.  Lesser well-known is the benefit of ensuring the Local Caller ID number is paired with a Name, called Caller ID Name Display.   In essence putting a name to the number.

Using a Local Caller ID phone number, paired with a name helps increase the answer rate on your outbound telemarketing campaign.  However, the benefits don’t stop there. Continue reading

How Local Caller ID Works and How to Ensure a Proper Name Display

What is Caller ID Name Display?

To use a name or not use a name, that is the question.  By now we should all know the value of using Local Caller ID numbers to achieve higher answer rates when conducting outbound telemarketing.  The piece you may not be as familiar with is the importance of pushing a display name with that Local Caller ID number. Continue reading

Tool to avoid being placed on the FCC telemarketing blacklist

Do you conduct outbound telemarketing?  Do you want to protect your organization against consumer complaints and potential government fines or penalties?   If yes, pay attention to this.

On October 21, 2015 the Federal Communications Commission (FCC) announced the implementation of a telemarketing blacklist.

The FCC started releasing data on all informal complaints it receives about unwanted robocalls and telemarketing calls. Upon releasing the data, the FCC has stated it “does not verify all of the facts alleged in these complaints”. Regardless, the FCC has elected to publish all the callers’ telephone numbers (Caller ID Numbers) with the full intent of creating a non-fact checked Telemarketers black list. Continue reading

TCPA FCC Declaratory Ruling

On Friday July 10th 2015, the Federal Communications Commission (FCC) released its anticipated Telephone Consumer Protection Act (TCPA) Declaratory Ruling. The FCC Declaratory Ruling, which became effective immediately upon release, was approved by a 3-2 vote during last month’s highly contentious public meeting.

As part of the Ruling, the FCC:

Compliance Meter-FCC Declaratory Ruling

  • Expanded the definition of “automatic telephone dialing system” (ATDS) to include equipment with the potential ability to perform the functions of an ATDS;
  • Held that a caller violates the TCPA by making more than one call to a reassigned number unless the current subscriber or customary user of the phone consented to receive such calls;
  • Reiterated their prior rulings regarding what constitutes “prior express consent” for non-telemarketing calls;
  • Clarified that a person can revoke consent to receive calls in any reasonable manner and that businesses cannot limit the method or medium by which consent can be revoked;
  • Provided guidance regarding when certain types of application or service providers may be held liable for unlawful calls made by their customers;
  • Reiterated that text messages are considered calls under the TCPA;
  • Held that Internet-to-phone text messages are also covered by the TCPA;
  • Held that a one-time text message sent immediately after a consumer’s request for the text does not violate the TCPA;
  • Provided specific petitioners a waiver—both retroactively and for 89 days after the Ruling—for calls made pursuant to written consent obtained prior to October 16, 2013 (even if the disclosures mandated by the amended TCPA regulations were not given);
  • Provided a limited exemption for certain time-sensitive financial and healthcare calls; and
  • Clarified that telephone companies and VoIP providers can provide robocall blocking technologies to consumers.

Continue reading

How to Create a Local Presence for Your Business

How to Create a Local Presence for Your Business When Making Outbound Telephone Calls

Map with pinpoints showing Local Presence can be created across mapBefore using Local Caller ID numbers to create a Local Presence, one should have a well-developed strategy. Without a strategy you may fool people to pick up the phone once or twice but this will become a short lived bump in answer rates, and probably won’t lead to many sales conversions. When you use Local Presence strategically, you will end up with both a lift in answer rate and more sales conversions. That’s what we really want.

In the old days of telemarketing we had an expression – “throw enough spaghetti against the wall and some of it will stick”. This won’t work anymore. Using Local Caller ID numbers to create a Local Presence by itself is just that same old – “Fool me once but not twice”. Continue reading

Ten Years of Do Not Call

AN INTERVIEW WITH DEAN GARFINKEL BY CONNECTIONS MAGAZINE

It’s hard to believe that it’s already been a decade since the National Do Not Call (DNC) Registry was established.  In fact, on June 27, 2013, it will be ten years exactly.  The FTC has been busy fulfilling all those online and IVR requests.  In the first year alone, 62 million phone numbers were added to the National DNC Registry.  Today the list includes more than 200 million phone numbers.

Continue reading

New Cloud Based BrandGuard Solution

PROTECT YOUR COMPANY’S BRAND AND INCREASE CAMPAIGN PERFORMANCE WITH NEW CLOUD BASED BRANDGUARD SOLUTION

Aurora, NE – (May 17, 2013) – Quality Voice & Data, Inc. (QVD) has announced a new solution designed for sellers with in-house telemarketing operations and their vendors.  Designed to protect the seller’s brand, increase campaign answer rates, provide upsell opportunities, minimize DNC opt-out and centralize DNC collection, BrandGuard Connect is composed of three services.  BrandGuard CallerID increases answer rates as much as 30% by displaying the seller’s brand name and a local phone number on Caller ID.  BrandGuard Message Pro reduces DNC requests by as much as 25% with customized effective messaging.  Brand Guard IVR provides customers with a great experience when they call back, providing options for a live agent and centralized DNC collection.  Sellers take control over how CallerID-Generated callbacks are handled across the enterprise. Continue reading