Business communication is dominated by a variety of channels. Phone calls remain the preferred form of communication, and they have survived every wave of the “next big thing” in communication. In the modern world, a phone call is by no means cutting-edge technology. Technology has been around for over a century and will continue to be so for a long time to come.
What is the importance of call masking in India for business, and why is it so crucial to protect a customer’s identity over the phone?
Call Masking Solution has Many Business Benefits
When making outbound calls, small to mid-sized businesses can benefit from call masking in many ways. Masking your phone number has the following benefits:
Improves Call Response Time
Calls with suspicious caller IDs or unfamiliar prefixes are typically abandoned by customers who care deeply about their privacy. You can mask your caller ID by creating an area code with a local area code. When a customer or prospect sees an incoming call with a local number, they are more likely to answer.
Protects the User’s Privacy
Businesses must take critical steps to protect their private information and their customers as cases of data breaches increase. With call masking, both parties can interact freely without revealing sensitive contact information. In addition, it allows you to make calls from different devices without leaving any traces of your contact information behind.
Improves Sales & Revenue by Establishing Customer Loyalty
The number of a business should be secure and safe for customers to conduct transactions with. Using call masking to build trust and confidence with customers is an effective retention strategy. In order to increase brand loyalty and encourage repeat purchases, this is vital.
Reduces Communication Costs
By using call masking, you can eliminate the need to set up multiple contact centers or purchase local numbers for each location of your business. Using a masked phone number allows you to expand geographically at a lower cost and meet the communication requirements of your enterprise branches.
Communicates Business in A Centralized Manner
You can improve your overall business communication by masking your phone number. The system ensures that all calls are handled through one platform, and that auto-response voice messages are routed within the time frame that is most convenient to you.
Analyzes Customer-Agent Interactions
Tracking calls and messages using call masking makes it easier to record, track, and analyze customer and agent conversations. Contact centers can also use it to evaluate the quality of interactions, gain customer insight, and identify areas for improving the performance of agents.
Call Masking is Used by a Variety of Businesses
Masking calls is a common practice in short-term transactions between vendors and customers. While this feature may seem simple, it has deeper implications for service-oriented businesses. The following are some examples of how to call masking is used across different industries:
Companies with a Global Presence
When making calls to customers in foreign countries, global teams use call masking. By using call masking, your business will be able to operate with a local caller ID for each country instead of having to set up multiple contact centers. It is more likely that customers will answer your calls if you have a local phone number.
Customer Service Centers
As a result of the call masking feature being in place, all communications between agents and clients will be monitored and recorded at all times. By analyzing both incoming and outgoing calls, call centers are able to gain insight into the customer experience to enhance the customer experience for the future. As well as helping to monitor agent performance and call center metrics, such as call abandonment rate and cost per contact, it also helps to improve agent performance.
Services for Delivery
By using call masking, all communication between customers and vendors can be handled in one place. By masking phone numbers, service providers are prevented from gaining access to the recipient’s contact information after a transaction has been completed. Furthermore, it helps businesses monitor the delivery status and reduces the chances of incorrect delivery updates.
Ride-Sharing & Transportation
To monitor conversations between riders and drivers, transportation companies and ride-sharing services use call masking. In order to ensure full supervision and privacy for both parties, all interactions regarding the ride take place through a masked number.
Investing Companies
When individuals and businesses recognize your number on their caller ID, collecting owed payments isn’t easy. It is more likely that you will be able to reach your debtor if you use a masked phone number if they keep avoiding your calls.
Healthcare
In spite of the fact that healthcare professionals should always be available to patients, they should be cautious when sharing their contact information with them. Call masking lets patients and physicians stay in touch without compromising their security.
Online Marketplaces
Users of e-commerce platforms can use call masking to ensure that their personal information is protected during online transactions. Call masking provides a temporary telephone number to both vendors and customers during the entire transaction period. Ecommerce platforms can also verify all service-related updates and monitor service status with this tool.
Providers With Call Masking Solutions
The majority of business phone solutions offer a variety of features that improve customer interactions. However, some call centers do not include call masking on their list of tools. We listed the top three platforms with call masking functionality to identify which providers offer it.
Conclusion
In order to keep customer, prospect, and third-party vendor contact information private, companies use phone call masking. Call masking offers an all-in-one solution for saving communication costs, streamlining contact center operations, and improving sales performance.