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Caller ID Management for Call Center Professionals

Caller ID Management Blue-phoneBy Kelsey Olsen, Director of Enhanced Telecom Services

Many outbound telemarketing call centers know the value in using local caller ID numbers. Managing the Local Caller ID phone numbers and strategy can be the challenge. It can be an overwhelming task for many companies to wrap their head around; especially when utilizing local caller ID numbers across multiple call campaigns. Here are some best practices that you can implement into your Caller ID Management strategy.

Let’s start at the beginning

To start at the beginning for those of you who may be new to the idea of using local caller ID numbers on your outbound calling campaigns…wait, what… where have you been? In all seriousness the use of local caller ID numbers is no secret. It is beneficial in achieving a higher answer rate that in turn results in more sales, completed surveys, or whatever the end result is you are looking to accomplish. No one answers calls from toll free numbers. Let me repeat, no one answers calls from toll free numbers! Continue reading

How Caller ID Works

Dean Garfinkel, telecommunications industry expert, explains how Caller ID works

By Angela Garfinkel

Federal regulations require telemarketers to transmit accurate Caller ID information, including the caller’s name and telephone number. Using the name and telephone number of the seller on whose behalf the calls are made is also permitted.

But how does Caller ID really work? Caller ID is one of most frequently misunderstood aspects of telecommunications within the call center industry. When a call center has the correct understanding of how Caller ID numbers and names are displayed and what triggers the display, the call center can then harness the true power of Caller ID.

I recently interviewed Dean Garfinkel, President of Quality Voice & Data,  regarding how Caller ID works and some best practices for ensuring the phone number and name are properly displayed. Continue reading

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