Phone Number Reputation Management Overhauls Outbound Calling Practices

For many high-touch industries such as healthcare, outbound calling is the foundation of their communication with patients and customers. However, when industry best practices are not followed, companies run the risk of having their phone numbers flagged as spam or scams.  

A senior care referral service contacted TNS to help improve its phone number reputation management after facing a lawsuit for Telephone Consumer Protection Act (TCPA) non-compliance. The organization wanted a solution that would improve its brand reputation, increase call answer rates and improve trust in the voice channel. 

Enter the TNS Telephone Number Reputation Monitoring solution. 

The Need for Phone Number Reputation Management  

With its phone numbers being flagged as spam on caller ID screens, the senior care referral service faced the following issues: 

• Difficulty contacting patients and their families of those needing assisted care facilities due to phone numbers being flagged as spam 

• Previous lawsuits against the company due to TCPA non-compliance meant phone numbers had negative reputational scores 

• Phone calls would go unanswered, even by those who had requested a call back, due to the labelling of phone numbers 

• Unanswered calls could mean that senior citizens were losing out on places at care facilities 

Phone number reputation management is paramount, according to TNS research. 72% of US adults never answer a call from an unknown number and 75% of US adults say they have missed calls from unknown numbers that they would have answered had they known who was calling them.

Phone Number Reputation Management in Action 

TNS Telephone Number Reputation Monitoring can help enterprises reduce call mislabeling, help mitigate damage to their brands and help improve call answer rates. 

The key areas that the solution assists with phone number reputation management include: 

• Helping companies understand the reputation of their registered phone numbers and how these are perceived by consumers 

• Redress a phone number’s reputation profile so subscribers will be more likely to answer wanted calls from the company 

• Ensures that industry calling best practices are followed and provides real-time scoring, which alerts the company when problems with its phone numbers occur 

• Provides crowd-sourced feedback on specific phone numbers to further understand brand reputation from outbound calling activities 

According to PwC, 93% of business executives say their ability to build and maintain trust improves their bottom line. With phone number reputation management solutions, that trust building can start from the very first phone call. 

Phone Number Reputation Management Outcome 

Within three weeks of deploying TNS Telephone Number Reputation Monitoring, the senior care referral service was able to increase its outbound call volume by 9%.

Importantly, and despite the higher call volume, crowd feedback showed that negative feedback from these calls reduced by 25% while neutral feedback doubled, improving their reputation at the same time. 

Mike Schinnerer is Vice President of Product Management at TNS with specific responsibility for TNS Communications Market.