Man Tires of Spam Calls, Adopts Professional Manner, Introducing Confusion to Persistent Harassment Calls
In the ever-evolving world of communication, businesses are constantly seeking ways to engage customers effectively while maintaining trust. Authenticated branded calling, a solution gaining traction, promises to achieve both goals, according to James Garvert, senior vice president of TruContactTM Communications Solutions at TransUnion. The approach boosts customer engagement, improves satisfaction, and increases revenues for businesses.
However, the phone channel has been compromised by rampant fraud, increasingly aided by AI and deepfakes, leaving some consumers reluctant to engage. A survey from TransUnion reveals that nearly three-quarters of consumers believe branded calling that verifies the company and displays its name and logo would improve the situation. As a result, 74% of consumers say they do not answer calls from unknown numbers out of fear they might be scams.
This fear is not unfounded, as over 70% of respondents indicated they had received at least one call in the past three months in which the caller pretended to be someone else. A viral story on Reddit, shared by a user named Zerothreeonethree, highlighted the issue. The story involved a local business constantly receiving calls meant for a new doctor's office, which turned into an unbearable annoyance.
To combat this issue, businesses can implement several strategies. Using distinct and easy-to-remember phone numbers is a key step to minimize confusion between businesses. Clear display of the correct number on websites, marketing materials, and signage can reinforce the right contact for customers.
Implementing call routing and interactive voice response (IVR) systems can also help callers select the correct department or business, thereby reducing accidental misdials. Utilizing separate phone numbers for different purposes or departments, possibly with virtual or additional phone lines, can segregate calls clearly.
Monitoring and analyzing call logs can identify frequent misdial issues and adjust phone number allocation or call routing accordingly. For sensitive industries like healthcare, where misdialed calls can cause compliance risks, strict controls on correct dialing and call handling protocols are critical.
Lastly, using third-party call management or blocking apps can identify, block, or redirect unwanted or misdirected calls. While these solutions don't directly address misdial prevention strategies in detail, they align with best practices in telephony management and call handling.
Proper phone number formatting and clarity in presentation can also reduce misdials caused by number confusion. The author of the viral story, who joined the discussion in the comments, was praised for his response to the constant misdialed calls. People were impressed by his patience and willingness to help, providing a shining example of how businesses can handle such situations.
In conclusion, businesses should combine clear phone number differentiation, user education, technical call handling solutions, and monitoring for best results in reducing misdialed calls and enhancing customer trust.
- In this digital age, where social media dominates conversations and shapes pop-culture, businesses can leverage these platforms to enhance their brand visibility and build trust by sharing their authentic branded calling initiatives – such as verifying the company and displaying its name and logo – thereby engaging customers directly.
- As the entertainment industry continues to evolve, incorporating innovative measures like authenticated branded calling can serve as a powerful tool for businesses, not only driving customer engagement but also breaking down barriers caused by phone scam-induced mistrust, thereby positioning themselves as reliable, contemporary brands in the ever-evolving world of communication.
