Tag Archives: Brandguard IVR System

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

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

Local Caller ID Increased Clients Answer Rate

The Story

The Problem

This is an actual client success story.  The client markets its services to consumers in the lower 48 states.  Outbound B to C telemarketing is the primary sales channel used by the organization.  The outbound telemarketing manager was challenged with decreasing outbound telemarketing answer rates, which was ultimately impacting contacts per hour and list penetration on their campaigns.

The company told Quality Voice & Data, “Of the various options that were on the table, we knew we needed to find a way to increase our outbound telemarketing call answer rate and sales.  Otherwise, the cost per sale for the telemarketing channel was going to be prohibitive”.  Quality Voice & Data’s Local Caller ID solution was selected for a test. Continue reading

Ten Years of Do Not Call


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


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

Director of Implementation is Appointed

Aurora, NE – (November 15, 2012) – Dean Garfinkel, President of Quality Voice & Data (QVD), is pleased to welcome Rich Hamilton as it’s Director of Implementation and Team Improvement Leader.  This newly created position is an essential component of QVD’s growth strategy.  “We have experienced significant growth in 2012 which led us to evaluate where we needed additional human capital.  Rich’s past experiences and his out of the box thinking will help us embrace new technologies, techniques and processes that will enable all of s to be more effective for our customers, both new and existing” remarked Dean Garfinkel at a recent QVD team leader meeting.

Mr.Hamilton will oversee the implemenation of all new programs as well as managing the continuous improvement process of existing programs.  In addition he will be responsible for overseeing all training and employee development efforts. One of our core principles is a commitment to enhanced training for all of our employees, at every level within our organization. Rich comes to QVD with more than 8 years of experience working in and managing a variety of mid to large call centers.  His career began as so many in our industry, as a call center agent. After finishing his degree, Rich was drawn back to the contact center industry and worked his way up through several different positions.  Through Rich’s creativity and ability to lead, time and time again, he has successfully managed the implementation of various new technologies, processes, procedures and projects.  Rich has successfully integrated social media into the contact center, reducing FTE’s, producing real ROI for clients.  Rich has a B.S. in Business Management with an emphasis in Marketing.

Using Local Caller ID for outbound telemarketing campaigns

By Dean Garfinkel

If your outbound telemarketing campaigns, whether B2B or B2C, are still using 8XX numbers as Caller ID then you are missing the proverbial boat, and by the way “yachts don’t suck”.

You listen to hours of recordings, schedule painful coaching sessions, constant rewriting of the pitch, your chanting the mantra “Improve Performance, Improve Performance” to bed, all to move the needle another increment. Remember when the first predictive dialer hit our industry? Boy did the needle jump. WOW! Well now there is another new technology that is causing the needle to jump again. (WOW! Again) Continue reading

FCC Caller ID Rules for Telemarketers

by Dean Garfinkel

Even before passage of the Truth in Caller ID Act, FCC rules required telemarketers to pass accurate caller ID information. FCC rules specifically require that a telemarketer transmit or display its telephone number or the telephone number of the seller on whose behalf the telemarketer is calling, and, if possible, its name or the name and telephone number of the company for which it is selling products or services.

In addition, the FCC rules require telemarketers to display a telephone number that can be called during regular business hours to ask to no longer be called.

Enhanced DialerID helps telemarketers comply with the FCC Caller ID rules and is in full compliance with the Truth in Caller ID Act. Enhanced Dialer ID is available from QCS (www.enhanceddialerid.com). We have more than 3000 phone numbers available across virtually every geographic market in the U.S. Since Enhanced DialerID’s inception in 2007, hundreds of telemarketers have gained the competitive advantage of transmitting a local phone number into the markets they dial into. The competitive advantage comes in two forms: first, the local phone number is associated with the CNAM database and the telemarketer can control the name that is displayed; second, by displaying a local phone number (not a toll free or out of area number), consumers and business people are more likely to answer the phone. In fact, campaigns using Enhanced DialerID local numbers have been found to increase the answer rate by 22-25% and companies can penetrate their lists higher than before due to a better contact rate.

Want to learn more? Call Dean Garfinkel at 516-656-5115 to find out how you can get local Caller ID numbers for only $2.00 per number, per month.

Visit the product web page to learn more.  Or call 866-656-5111