Contact Center–Time to Optimize!
Two things happening are leaving people scratching their heads. Everyone is talking about a recession and the technical layoffs are now a who’s who of […]
Who’s Calling? Or Texting?
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No one answers the phone!!
According to a 2020 Pew Research Survey, nine-in-ten U.S. adults think people often (49%) or sometimes (42%) pretend to be someone else in order to try and steal personal information. 81% will NEVER answer the phone when they do not recognize caller ID. Texting is even worse. The New York Times published a story on text spamming indicating the most common text spam is a message impersonating a shipping update from UPS, FedEx or Amazon. Spam from texting and calling is off the hook.
Would you click this link?
Or this?
Maybe if you live in Australia or the UK, but this was rampant in DETROIT, lol. I mean seriously, hello mate? Sad thing is IT WORKS! The Federal Trade Commission (FTC) is now providing guidance via their consumer blog titled “How to Recognize and Report Spam Text Messages.” They specifically call out FEDEX but there are literally tons of these. Mobile fraud is now outpacing robocalls in growth.
There are now tools to help block spam texts, but they can block messages you might otherwise want to read or receive. Native tools allow you to block or filter texts from unknown senders. This can lead to missed texts where you might need a notification, like dual factor authentication for Amazon purchasing, mobile banking, or a one-time code to prove you are who you say you are for any app nowadays.
Would you click on this?
I hope not because it was SPAM. This is a screenshot from my phone. But who is 4703428639?
Or when I scheduled my Covid Vaccine, CVS required an online check-in:
But who is 916-538-3082??? You want to take the chance with that link? I didn’t and instead used paper check in when I arrived.
Wouldn’t it make sense for CVS, Netflix, Amazon, AT&T, and others to identify themselves in caller ID?
Oh, the irony of asking a client to click a link from 11112000 for SECURITY!! HA!
Well, there are now solution companies who can implement technology called “Branded Calling.” Works for texts as well. Instead of getting messages and calls from unknown numbers, organizations can identify themselves like caller ID so recipients will actually answer or reply. If FEDEX is calling you and wants to identify themselves, they can. If someone sends a link to your mobile device and you know its from the actual sender maybe, you’ll reply. The name is retained in history so if you get another package, you’ll see it’s from the same number. Additionally, organizations can include a logo as well as a reason for calling, right in the caller id home screen. Imagine if FEDEX says on the home screen- “package for John Smith left at 1223 Front St”.
It is available now!
According to First Orion’s 2022 Healthcare Consumer Communications Report, 93% of people want calls from their doctor, pharmacy or healthcare providers. In the same report, 75% said they ignore calls from those same providers because they do not properly identify themselves. Many providers offer the ability to streamline appointments, cancel or reschedule, select a nurse practitioner vs. a doctor via electronic means. These links can be imbedded as reminders, post appointment follow ups, links to test results. Moreover, healthcare practices can streamline intake by completing forms prior to a visit or offering an option for electronic completion at the office via mobile device. Key here is a patient has to know who is texting, trust the link, and then engage in the material. Hiya, who recently expanded to reach 400 million users, reports their healthcare clients see an average of 36% increase in answer rate after implementing their solution, 22% more calls answered on the first attempt and a 30% increase on follow-up calls.
While healthcare is a great use case, so too is retail. Hiya clients reported fantastic results using their platform. Penske saw a 46.7% increase in first attempt answers and more than a 100% increase in answer rate. Safelite AutoGlass saw 17% more calls answered on the first attempt and Just Eat an 84% answer rate.
The most common pressing question is… “how much does it cost?” Surprise! This technology has a return on investment (ROI) of 677% according to a Forrester Total Economic Impact Study. This client study showed increased call center productivity worth over $700K, answer rates with analytics valued at over $15 million and a payback in under 6 months. 6 months!! These technologies are SaaS based, implement quickly and work across both Android and iOS platforms. They overlay existing Contact Center or Unified Communications as a Service (UCaaS and CCaaS) platforms. There is no need to make massive changes to a currently deployed customer experience environment. This solution is a no brainer for any organization who does outreach to clients. It literally pays for itself, protects your brand, and allows you to connect faster and more efficiently. And it pays for itself in 6 MONTHS!
Branded calling offers so many benefits.
- Increased Quality Conversations
- Higher Sales Conversions
- More Productive Agents
- Increased Revenue
- Instant Brand Recognition
- Spoof Protection
- Reputation Monitoring
- Call Analytics and Insight
Let’s put an end to messages like these.
I didn’t buy my phone from AT&T so I knew this was SPAM. Do you?
Reach out to RISE for a discussion.
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