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

The Compliance Phone: Prevent TCPA Class Action Lawsuits

By Dean Garfinkel, President of Quality Voice and Data

Complinace PhoneIf you place telemarketing calls to wireless phone numbers (and VoIP numbers), be aware that you must place the calls using a non-Automated Telephone Dialing System (non-ATDS) or device. The Federal Communications Commission’s Telephone Consumer Protection Act (TCPA) declaratory ruling issued in July 2015 provided clear guidance on what is an Automated Telephone Dialing System (ATDS) and what is not. Most telemarketing dialers, most office phone systems and most click to dial solutions embedded in a CRM are currently defined as an ATDS because even if the system doesn’t dial phone numbers automatically, these systems are viewed by the FCC as having the theoretical capacity for automated dialing. 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

QVD Launches Standalone Non-ATDS Telephone

Standalone Non-ATDS Telephone Ensures Compliance with the Telephone Consumer Protection Act (TCPA)

AURORA, NE – (September 13, 2016) – Quality Voice & Data, Inc. (QVD) has launched a standalone non-ATDS “Compliance Phone”.  The Compliance PhoneTM was designed to ensure compliance with the Telephone Consumer Protection Act (TCPA) rules for placing calls to wireless phone numbers.  Specifically, sellers do not need prior express written consent (PEWC) to call their customers, former customers, or even prospects when using this phone device.  The Compliance Phone is being introduced to the mass market during the Professional Association for Customer Engagement TCPA Summit, September 18-20, 2016 at the W hotel in Washington DC. 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

Dean Garfinkel Receives PACE Fulcrum Award for Leadership

PACE 2016

Aurora, Nebraska, USA – April 28, 2016 – The Professional Association for Customer Engagement (PACE) awarded Dean Garfinkel, President of Quality Voice & Data (QVD), with the prestigious Fulcrum Award during its annual convention in Orlando, Florida earlier this month. The Fulcrum is the highest individual award that PACE gives for contributions to the industry, the Association, and commitment to Community Service.

PACE is a non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, including contact centers, email, chat, social media, web and text. Their global membership allows members to view and connect with what is happening worldwide regarding customer engagement strategies. PACE holds an Annual Summit as well as National Convention & Expo to provide tools and networking opportunities for professionals in the Customer Engagement industry. 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