Need insights from this use case faster? Check out our summary below.
What Was the Business Challenge for Verizon?
Verizon takes pride in its reputation for excellent customer service and protection, so was quick to identify when call spoofing activities hijacked the company’s name and the number of one of its main call centers. Customers and prospects answering calls that they thought were from Verizon were instead targeted by malicious actors attempting to commit fraud. With Verizon relying on voice calls to reach current and prospective customers, identifying and eliminating these spoofed calls became an immediate priority.
How Did TNS Enterprise Branded Calling Help?
Verizon began internally monitoring traffic to identify the spammed calls while working closely with TNS to devise a strategy that would target the issue efficiently and consistently. TNS Enterprise Branded Calling, a new technology which added the company’s name and logo to the call center’s outbound Caller ID, was selected to differentiate legitimate calls from spoofed calls and increase customer trust and willingness to answer.
What Was the Outcome?
The use of Enterprise Branded Calling resulted in a 25% jump in Verizon’s call center’s sales line answer rates. Because these calls restored trust, call durations also increased. This is particularly important for sales calls, as it indicates a prospect is more engaged and ready to participate in a conversation. Due to the immediate success of its program, Verizon is now working collaboratively with TNS to expand Enterprise Branded Calling to cover more lines and outbound calling campaigns.
Download the Case Study to learn more.
Contact Us
TNS Enterprise Authentication and Spoof Protection and TNS Enterprise Branded Calling can protect your brand from bad actors and help to increase trust, reduce fraud and support growth in customer conversation rates. Fill out this short form for more information from a TNS representative about how call authentication, spoof protection and branded caller ID can help you and your business succeed.