Dynamic Caller ID: Call Center Requirements

Dynamic Caller ID: A Key Player in the Modern Outbound Call Center

Let’s face it. Managing an outbound call center is a tough game. Many calls are made, few solidly land, and even fewer turn into qualified leads or sales. Years of stereotypes that portray salespeople as pushy, distant or indifferent have also given the noble telemarketing campaign a bad rap. So does this mean that telemarketing is nothing more than a relic of a bygone era, destined to go the way of corded phones and answering machine cassette tapes? Hardly. It simply means that as consumer expectations evolve, telemarketing must adapt to keep pace.

Dynamic Caller ID helps outbound call centers get more calls answered

Dynamic Caller ID, or Dialable Calling Line Identification (DCLID), has emerged in recent years as a critical asset in the efficient operation of an outbound call center. As an increasingly standard feature in VoIP phone systems, DCLID stands out as a great way to seamlessly increase answer rates, reduce immediate hang-ups and project a local presence in targeted geographical regions.

DCLID, simply put, is a feature that enables you to own local telephone numbers for the areas you most frequently call. Customizing the CNAM (text that appears with the number) is also available to those who wish to show the recipient exactly who is calling. Just like traditional Caller ID, DCLID allows your call center to present local numbers that you own while routing and answering all returned calls by qualified agents. This leaves you in nearly complete control over the very first impression that your telemarketers make: the caller ID display.

But that’s just the start. Other reasons to seriously consider DCLID include:

• The power of local presence. Recent studies haven’t been kind to 8XX and out-of-area numbers, finding that simply switching to a toll number (any toll number) can boost average answer rates by as much as 18%. If that toll number happens to be local to the caller, that can jump up to as high as a 30% spike in telemarketing answer rates. A local caller ID number matters.
• Call center flexibility. By assuming control of your line identification, you can effectively aggregate or subdivide your call center assets as you see fit. You can represent multiple businesses using the same phone system – or consolidate multiple call center locations into a single unified presence.
• Personal relevance. Study after study has clearly demonstrated that sales are most likely to happen when a prospect feels that the opportunity has personal and immediate relevance to his or her life. Using DCLID to manage your caller ID data allows you to communicate just that, by tailoring your caller identification to best fit the recipient’s expectations.
• Full value from strong lists. Accurate, up-to-date prospect lists can be difficult and expensive to generate, validate and maintain. An otherwise easy-to-reach sales prospect can be quickly turned off by a bad approach, diminishing the value of that hard work. DCLID is one of the best, most cost-effective means available today for ensuring the long term value of your call list.

Modern VoIP telephony has brought with it an impressive array of benefits, including reducing call center operation costs, increasing campaign value, fortifying brand strength, and assuring high-quality management of return calls. Dynamic Caller ID is a vital part of that toolkit, and should be an indispensable tool in any modern call center focused on winning sales in an increasingly skeptical marketplace.

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