Written by
Molly Weis, VP of Marketing
Published on
June 1, 2020
A top service provider using call campaigns to generate sales and connect with customers started to notice a 20-30% decline in success metrics in Q2 of 2017. The company needed actionable data to build a case for preserving the use of the voice channel, which has been the most strategic and preferred method for connecting with their consumers.
Unaware of the changes taking place within the calling ecosystem, the service provider hypothesized the decline in voice call sales must be related to some internal factor. Management questioned the sales team, internal and external call centers, and other 3rd-party vendors with no conclusive results. It wasn’t until they became aware of the emergence of the new call blocking and labeling technologies that external factors were investigated as a root cause.
The company evaluated multiple solution providers in the Number Reputation Management space and selected Numeracle based on three factors:
Numeracle started by conducting a call detail analysis on the service provider’s numbers, including internal and external call center data, across carrier and analytics engines. Numeracle registered the organization’s full list of phone numbers, verifying their legal ownership of the numbers, their call compliance, and their status as a trusted entity across the network.
Comparing before & after the solution was implemented, from Q2’17-Q2’18:
As part of Numeracle’s personalized insights into potentially problematic calling practices, it was recommended that the service provider implement some mitigation strategies directly with their call centers, such as addressing complaints on certain high volume numbers, and adjusting their local caller ID strategy.
KPIs began to turn around almost immediately and positive results continued to build into the next two quarters.
By coupling remediation tactics with ongoing monitoring and education on the evolving challenges affecting call delivery, the service provider was able to both prove that there are actionable strategies available to successfully correct a downward trend in customer engagement metrics.
At the conclusion of this study, the tracked KPIs of sales per hour and percentage of calls converted to goal had not only improved, but had surpassed the goal percentages from periods preceding the delivery of Numeracle services.
Numeracle is the pioneer of call blocking and labeling visibility and control for legal businesses experiencing challenges connecting with consumers due to negative reputation or loss of trust in calls.
Through our Entity Identity Management™ platform, we’ve enabled hundreds of legal business entities to prevent improper call blocking, ‘Fraud,’ ‘Scam,’ and ‘Spam’ labeling. By working across the wireless network, in partnership with call reputation analytics providers, as well as device manufacturers and communications platform providers, we provide visibility and management across the major stakeholders who have an affect on the way your communications are presented to consumers.
Take control of your brand and ensure your business is not being labeled as a ‘Spam’ or a ‘Scam.’ The process doesn’t stop with voice traffic - ask us about our ability to protect your outbound SMS or 10DLC messaging campaigns as well.
For tailored information about how Numeracle can help you improve the delivery and presentation of your brand identity, reach out to us by filling out the form at www.numeracle.com.
Number Reputation Management helps businesses monitor and improve the trustworthiness of their phone numbers. By preventing calls from being mislabeled as spam, scam, or fraud, companies can increase customer engagement, boost sales, and ensure their voice campaigns reach the intended audience.
When legitimate business calls are mislabeled as spam or blocked, customer engagement drops. This can lead to declining sales, lower conversion rates, and reduced efficiency in call campaigns. Monitoring and correcting number reputation helps restore call deliverability and performance metrics.
Numeracle analyzes call detail records across carriers, call centers, and analytics engines to identify risks. By verifying number ownership, monitoring call labeling, and applying personalized remediation strategies, Numeracle prevents incorrect labeling and ensures calls are trusted and delivered.
Businesses can see measurable improvements in sales and engagement, such as increased sales-per-hour, higher conversion rates, and restored trust in their outbound voice communications.