Study Shows CNAM Caller ID for Outbound Contact Centers and call Centers Increases Efficiency

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Recent study shows that proper usage of CNAM Caller ID greatly increases a call center's ratio of calls being answered and reduces the additional workload of the inbound calls.

Call centers experience positive impact of using proper CNAM caller ID.

By not properly managing their caller id names many call centers may show an unrelated caller id name, or worse: even none.

A recent customer survey performed by caller id management company DipFees.com has shown a significant increase of the effectiveness of outbound call centers. According to Mark Breeze, Dipfees’ VP of customer relations, this increase can have a very large impact on a contact center’s overall effectiveness.

“Many call centers don’t realize which caller name (CNAM) is being displayed when they run their outbound campaigns. By not properly managing their caller id names many call centers may show an unrelated caller id name, or worse: even none. In a recent survey, one of our customers reported a very significant decrease in the average time spent on each support ticket,” added Mr. Breeze.

“By using our online portal to manage their caller ID name, they have been able to get more of their outbound support calls answered. Before, when customers couldn’t tell who was calling, many wouldn’t answer. And so these customers have to call the support center back, go through an inbound queue, an agent needs to look up their record again, etc. That is why the impact of getting more of your outbound calls answered is that large.”

DipFees.com has also just launched a new initiative geared towards political campaigns and charity fundraisers. It is intended to get parties that legitimately use robo calls for their campaigns, to also properly identify themselves with a proper CNAM Caller ID.

Mr. Breeze continued: “There are over 120 thousand people registered at StopPoliticalRobocalls.org, most of which probably have been interrupted by unexpected or unwanted robo calls. We urge political organizations to also use our cnam caller ID management portal, or any other for that matter. The ones that have started using it, are very satisfied with the results and they do seem to get way less complaints.”

In order to get more organizations that legally utilize robocalls, DipFees has launched a new initiative: RoboCallRebates.com , where as additional incentive these organizations get compensated for using the service. “Because they are initially hesitant and do not believe this can actually help their campaigns while being less of a nuisance to the public, we try to get them on board with a monetary benefit,” added Mark Breeze.

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Mark Breeze

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