Outbound dialing is hard! Consumers don't answer the phone with all the phone spam they receive, and contact rates are at historical lows. As a result, call center software platforms have had to evolve to try to eke out decent answer rates for outbound calls. One feature that helps improve contact rates is “local presence dialing” a feature that is enhancing outbound calling efficiency for many businesses. This feature review provides a comprehensive understanding of local presence dialing for call center managers considering adopting this feature.
What is Local Presence Dialing?
Local presence dialing is a technique used in outbound calling where the caller ID displayed to the recipient matches their local area code, irrespective of where the call originates. The primary objective of local presence dialing is to increase the likelihood of call recipients answering the phone, as they are more likely to pick up a call from a familiar-looking number.
How does Local Presence Dialing Work?
In call center platforms that offer this feature, when an agent makes an outbound call, the dialer automatically detects the area code of the dialed number. The system then selects and displays a caller ID with the same or a nearby area code. This dynamic process happens in real-time, allowing for seamless operation without any manual input from the agent or the manager.
The key to understanding how local presence dialing works lies in recognizing its dynamic operation, which is automated and seamless, requiring no manual input from the agent or supervisor.
When an outbound call is initiated by an agent, the call center software automatically identifies the destination number's area code. This detection occurs through a programmed sequence of digit analysis, where the software parses the dialed number to extract the area code.
Upon identifying the area code, the software then communicates with a pre-loaded database of phone numbers that are connected to the call center platform that can be used for outbound calls. This database is essentially a pool of various caller IDs, each associated with a specific geographic area or area code. The software matches the recipient's area code with a corresponding local or locally-appearing phone number from this pool.
Next, the system dynamically substitutes the default caller ID with the local caller ID for the call's duration.
In some platforms, the outbound caller ID is not associated with an actual number (it is temporary and solely used for display purposes). In other words, in some systems, the local number shown to the call recipient does not lead back to the agent or the call center; it's merely a “mask” over the actual originating number. Please be aware that such masked numbers may be blocked by phone carriers or the customer's phone.
In other systems, the substituted phone number with the caller ID that matches the customer's area code is associated with an actual phone number that the customer could use to call the call center back. We believe that this approach is safer from a regulatory view, provides better contact rates (as the number may not be blocked) and a better customer experience (as the customer can actually return the call using the displayed caller ID).
This entire process happens within fractions of a second, ensuring the agent experiences no delay in making the call. The outcome is an outbound call that, to the recipient, appears to be (or preferably is) coming from a local or nearby number, thereby increasing the likelihood of the call being answered.
Importantly, the system resets after each call, ready to perform the same process for the next outbound call, irrespective of the target area code. This means that an agent can call numbers in different area codes one after the other, and for each call, the system will display a local or locally-appearing caller ID to the recipient.
Types of Local Presence Dialing
There are several types of local presence dialing – static and dynamic. Static local presence involves pre-assigning specific local caller IDs to each agent. Dynamic local presence allows the system to select a local caller ID from a pool of numbers, depending on the area code of the recipient. The choice between static and dynamic local presence often depends on the scale of operations and the specific requirements of your call center.
As discussed above, there are also “masked” approaches to local presence dialing (where a local area code number is shown on the caller ID, but is not associated with an actual number) as well as the use of actual local numbers pulled from a pool of local numbers that can be used for outbound dialing. Again, we prefer the use of actual numbers for a number of reasons.
Key Factors to Consider When Choosing Call Center Software with Local Presence Dialing
When considering a call center software with local presence dialing, it's crucial to assess the software's compliance with telephone consumer protection regulations. Additionally, the ease of integration with your existing systems, the availability of local numbers, the software's scalability, and the quality of customer support are vital considerations.
Benefits of Local Presence Dialing
Local presence dialing can significantly enhance the productivity and effectiveness of your outbound calling campaigns. The primary benefits include increased answer rates, improved customer engagement, and enhanced trust. By appearing local, businesses can foster a sense of proximity and familiarity with their customers, resulting in more productive conversations.
Example Call Center Software Providers with Local Presence Dialing
Several call center software providers offer local presence dialing. Some notable examples include:
- NobelBiz: Their LocalTouch feature provides dedicated “buckets” of local numbers representing most of the calling destinations. If a call is to be placed in an area where you don’t own local numbers, the system will automatically use the closest Caller IDs from your buckets.
- My Call Cloud: This software delivers country code and local area code calls to customers through automated local presence dialing. It can incorporate dynamic local presence calling with No Dial™ and ringless voicemail, potentially improving call-back rate.
- Dialpad: Their local presence dialing feature allows sales teams to leverage a bundle of area codes that match up with their territories throughout the U.S. automatically, without requiring extra work from your call center team.
- Ringy: This CRM platform comes with an in-built softphone dialer and local presence numbers, aiming to provide a comprehensive sales and service experience.
- PhoneIQ: This Salesforce-integrated software automatically selects a local Caller ID based on the area code dialed, making it easy to maintain a local presence.
- CallHub: Their dynamic caller ID matches your CallerID to the region of the person being called, allowing you to maintain a local presence no matter where you are calling from.
- Batch Dialer: This platform encourages maintaining a local presence while working remotely by using local area codes and phone numbers.
- AVOXI: Offering local presence dialing in 80+ countries, AVOXI allows agents to make outbound calls by simply clicking a phone number.
- Sales Sling: This smart dialing system will assign a local number to your agents based on the area code and address of your contacts before each call, increasing the chance of a successful connection.
How to Effectively Implement Local Presence Dialing in Your Call Center
Implementing local presence dialing requires strategic planning and execution. Here are some steps to ensure a smooth transition:
- Understand the Regulations: Ensure you have a thorough understanding of the regulations surrounding caller ID spoofing and local presence dialing in your area of operation.
- Choose the Right Software: Evaluate different call center software solutions to find one that best meets your requirements and budget.
- Train Your Staff: Training is crucial. Ensure your agents understand the feature and how to leverage it to maximize customer engagement.
- Monitor and Adjust: Regularly monitor the effectiveness of your local presence dialing strategy and make necessary adjustments to optimize its performance.
Local presence dialing can be a big boost for the contact rate of your outbound calling strategy, offering the potential for improved customer engagement and higher call answer rates. By understanding its intricacies and implementing it effectively, you can significantly enhance your call center's productivity.