Skip to main content
SSN search not allowed

Top Reasons for Government Agencies to Brand Their Calls

09/22/2023
Blog
Woman reading her mobile phone.

Each year, billions in government benefits go unclaimed by eligible Americans, including the most vulnerable who need assistance to ensure economic security. It’s critical government agencies reach constituents about benefits — and other important  notifications.  In recent years, government agencies have zeroed in on improving the constituent experience (CX). The phone remains a highly popular communications channel for reaching constituents and enhancing the CX, especially since it’s typically regarded as more widely available to constituents nationwide than any other channel.

 

But constituents are concerned about scams and fraud

People generally hesitate to pick up the phone unless they know who’s calling. Branded calling, which enables the addition of name, logo and reason for the call to the mobile display, has been proven to increase answer rates and improve engagement.

65%

Respondents in a recent TransUnion survey who said it’s important they know it’s a government agency calling at the time of the call.

Source: TransUnion consumer survey 2023

Top reasons to brand your calls

Reason 1 — Improve Engagement

Make sure legitimate calls don’t get tagged as spam or blocked

Many government agency calls may be mistagged as spam or blocked. According to Omdia Research1, in a recent study, 93% of respondents said over 10% of their outbound calls were blocked six months ago. The impact of legitimate calls being missed is extreme.

Reason 2 — Cut costs and enhance the constituent experience

According to the Omdia study, 57% of respondents agreed when calls are marked as spam or blocked, it has a high impact on call volumes – thereby increasing costs. The need to make additional calls to constituents to reach them also negatively impacts the CX. Nearly half (48%) of respondents in a recent Forrester Consulting study said the voice/digital experience is critical to meeting one of their top business goals of “improving the customer experience” while 39% said it’s important.2

Importance of your company’s outbound contact (voice/digital) experience in achieving each of your top goals.
Base: 455 business and technology decision-makers responsible for outbound contact experience strategy and technology selection at US organizations. Source: A commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, October 2022

Reason 3 — Ensure a modern, digital approach

Why shouldn’t phone calls match your other digital channels? Government agencies make continual adjustments to offer more positive, engaging and streamlined digital interactions. However, there’s a component of the constituent experience that has been largely neglected — the phone call. When calls are consistent across the omnichannel experience, you can resolve conflicts faster, and ensue constituents know it’s really you calling. 

77%

Respondents who said the voice/digital experience is important (45%) or critical (32%) to meeting their top 5 CX goal of better aligning their digital and call strategy3

 

Importance of your company’s outbound contact (voice/digital) experience to achieving each of your top CX goals.
Base: 455 business and technology decision-makers responsible for outbound contact experience strategy and technology selection at US organizations. Source: A commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, July 2022

Our TruContact™ Trusted Call Solutions suite, powered by Neustar®, which includes TruContact Caller Name Optimization and Branded Call Display, has been proven to decrease spam complaints by 90-100%, enhance engagement and increase answer rates by 56% or more.

90-100%

decrease in spam compaints4

 

Learn more about our TruContact™ Trusted Call Solutions, powered by Neustar®.

1 Rebuilding Trust in Calls, 2nd Edition, Omdia Research, 2022
2 An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of  Outbound Communications in 2022, a commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, October 2022
3 An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of  Outbound Communications in 2022, a commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, October 2022
4 New Technology: The Projected Total Economic Impact Of TruContact Trusted Call Solutions. Forrester, 2020