Key Takeaways:
- 78% of consumers prefer the phone channel when communicating with businesses
- 80% of consumers block calls from numbers they don’t recognize
- 73% of consumers would likely answer a call if company logo was displayed
Call centers are a vital touchpoint in omnichannel government customer experiences
The phone channel is critical to administering effective and efficient government agency programs. In fact, 60% of people who used government services in the past were likely to call an agency, according to a TransUnion® survey. Another survey we conducted uncovered important insights about how consumers use the phone channel. It illustrated a lack of trust when receiving calls due to increasing spam, call spoofing and fraud. Despite their behavior, consumers rely on the phone channel and indicated organizations adding more context to calls, such as name, logo and reason for the call through branded calling, would encourage them to pick up more calls.
Consumers prefer phone for personal, complex or urgent topics
More than three-quarters of consumers reported the phone channel is important when communicating with businesses. The need to speak to a person directly was particularly important to consumers when discussing personal, urgent or complex issues.
Consumers don’t trust calls received from unknown numbers
Imposter scams and call spoofing are exploding and often involve the phone channel. Advances in AI, deepfake technologies and large language models are making it even trickier for consumers to tell the difference between real and fake phone calls. But robocalls, call spoofing and imposter scams don’t just impact consumers, they also affect businesses — especially government agencies that deal in direct cash payments like Social Security Administration or the tax and revenue organizations.
Branding calls with rich content enhances customer engagement
A key solution proven to help businesses reach more customers and increase engagement while protecting their brands is branded calling.
With branded calling, businesses can add rich call content to the mobile display — including name, logo, number and reason for the call — along with STIR/SHAKEN verification the call has not been spoofed. The added context provides consumers with the reassurance they need to answer calls.
Adding context to the mobile display improves CX and brand loyalty
The comfort consumers experience when speaking with a real person over the phone is equally valued by businesses aiming to enhance customer experience (CX). Consumers said their experiences would improve and they’d be more likely to remain loyal customers if businesses leveraged branded calling.
Top three features consumers want to see from calls they receive
Consumers are increasingly frustrated with scams and demand better protection — otherwise, they simply won't answer the phone. Our internal statistics revealed 90% of customers ignore your calls.
Consumers have expressed the top features they want to see on their mobile displays include the caller's name and logo. Additionally, they want assurance the call hasn't been spoofed. This is a wise choice because even branded calls can be spoofed! In fact, branded calls without call authentication might facilitate even more fraud.
Therefore, it's crucial to integrate STIR/SHAKEN call authentication into branded calling solutions to enhance security.
Learn how TransUnion Branded Call Display (BCD) can help you promote your business while protecting your brand and your customers from fraud.
