NobelBiz® Blog | First Contact Podcast VIDEO + ARTICLE | How to Get People to Answer Your Callhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz In the past, companies weren’t very transparent in their actions and lead generation efforts towards the consumer. And a lot of challenges around spam, scams, and call blocking appeared. But with the right set of best practices and implemented software, you can encourage customers to answer your calls. Here’s how! More from the episode! https://nobelbiz.com/wp-content/uploads/2021/11/Website-roundPic-Feree.png Guest Michael Ferree CEO & Founder Lead Generation World & CEO contact.io Published on November 18, 2021 How to Get People to Answer Your Call The truth is, when people see an unknown number on the screen, most of the time they think it’s a survey or a salesperson, and if they don’t expect that phone call, they don’t answer. The lack of transparency from many companies has been translated into spam, spoof, and illegal calling. Hence, the understandable reluctant behavior on the customer’s side. PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzJpcVlhZ2xtM1JTMFIyeFZMcEFiMXY/dXRtX3NvdXJjZT1nZW5lcmF0b3IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPg Christian: I've had a lot of conversations around this topic. And the two things that have come up most recently, and I'd love to know your thoughts on it is, number one: Is the dynamic between ‘Yes, speed is important. But does that person really expect your call?’ And then the second thing is, is there anything encouraging or inhibiting them to take that call when you make that call? So in other words, does that call in 10 Seconds or Less come up is fraud or spam or scam? Does it have the name of the business that's calling or the bank? Does the call actually get blocked? Does it actually encourage them to go in? Michael: Yeah, I mean, 100%. And you touched on a lot of different things. And I guess the first part is to know if you're partnering with a third party vendor, or a lead generation company to drive data into your call center, or into your brand. That company, that vendor needs to be providing transparency to the consumer, meaning when they fill out this form. And then showing them you know, who's going to be calling them here are the companies that you've been matched with, expect their call, and being transparent with the consumer, it doesn't work anymore. Business Transparency 10 years ago, there was a lot less transparency in the process. Now, consumers aren't picking up the phone with from individuals that are not, in their, in their contact list already, right? If it doesn't say mom or sister or whatever, they're not picking up the phone, right? Unless they really are expecting a call. So you got to make sure that they're expecting that call. But now we're facing challenges with, you know, spam blocking, and ID, you know, call blocking. Which is a big challenge for contact centers, to be whitelisted, or the white label and STIR/SHAKEN. But then, but then here comes in text messaging. So text messaging is quite the opposite. Text messaging is sort of wide open these days, as far as a regulatory standpoint, you can text message people. And, you know, if the communication level is there, and they're opting into it on the form, I mean, that seems to be a really great way to go. Certainly, that opens up a can of worms, when it comes to, you know, training, and, and implementing, how you go about implementing text messaging, within a call center? Do you have a team? Is it based on just the agent alone? Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!