Tag Archives: Solutions

Caught in the Cross-Fire: Contact Rates Continue to Decline

By Dean Garfinkel, President

Local caller IDRecent initiatives launched by the FCC, intended to combat robo-calls, are accidentally blocking legitimate calls from companies innocently trying to reach their customers.

“Clients have seen a 30% drop since last summer on outbound campaigns.”– Dean Garfinkel, Quality Voice & Data, Inc., President

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Avoid the FTC Blacklist With Proper Caller ID Management

By Angela Garfinkel, Principal of Quality Voice & Data

Caller ID Management On August 1, the Federal Trade Commission (FTC) issued a press release stating it would begin using consumer compliants to ramp-up its efforts in stamping out illegal robocalls. According to the FTC, unwanted and illegal robocalls are a persistent problem for consumers, providers, and the FTC, with over 1.9 million consumer complaints filed in the first five months of 2017.

Quality Voice & Data (QVD) offers Local Caller ID Numbers and Caller ID Management solutions to telemarketers, debt collectors, market researchers and virtually every type of business that places outbound calls in large scale. To ensure absolute compliance with all regulations, QVD works closely with MacMurray & Shuster to monitor actions and developments from the FTC, the Federal Communications Commission (FCC) and the various state regulatory and legislative bodies that could impact our Caller ID customers. Continue reading

Quality Voice and Data Glossary of Terms

By Kelsey Olsen, Director of Enhanced Telecom Services

Local Caller ID DIctionary-and-pencilI am writing this today to give my customers and prospects a fighting chance when I’m on a roll and rambling on to explain how Caller ID works, for example. It’s easy for me to forget that not everyone knows the QVD lingo. I find myself answering the same questions on certain terms I’m using day in and day out. To help clear that up, I put together this QVD Glossary of Terms. I’ll gladly explain these in conversation as well, but if you use this reference, maybe it won’t seem as if I’m speaking a foreign language. Continue reading

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

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.

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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

Quality Voice & Data | 2015 PACE Convention and Expo!

PACE Convention & Expo 2015 Creating an Effortless Customer Experience

Join the Quality Voice & Data team at the 2015 PACE Annual Convention and Expo that will be held April 19th – 22nd at the Atlanta Marriott Marquis in Atlanta, GA.  Come speak with Dean Garfinkel, President of Quality Voice & Data and learn about the exciting new products QVD has to offer!

PACE has assembled an impressive line-up of speakers for the Convention that coincides with their theme “Creating an Effortless Customer Experience”.  Executives and thought leaders – from companies like Zappos and CEB –  who are shaping and innovating the world of customer engagement will not only lead informative sessions, but will also be available in person throughout the convention.  PACE is the only association that brings this kind of leadership directly to you!

Visit www.paceassociation.com to view the Convention Brochure and see the complete line-up of sessions, speakers and networking opportunities as well as to register for the 2015 PACE Convention and Expo!

Are you going to the 2015 PACE Annual Convention and Expo? Call Kelsey at 516-656-5122 to let us know, we’d love to catch up with you!

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