How Rich Call Data Can Improve Your Caller ID Display and Answer Rates

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Rich call data

Caller ID is a crucial factor for outbound dialing campaigns, as it influences the decision of the call recipients to answer or ignore the calls. However, many legitimate businesses suffer from inaccurate or misleading caller ID information, especially after the implementation of STIR/SHAKEN, a protocol that aims to prevent spoofing and fraud. In this post, we will explore how rich call data (RCD) can help you register and display more accurate and detailed caller ID information, and how this can boost your answer rates and customer engagement.

What is Rich Call Data (RCD)?

Rich call data (RCD) is a new method of relaying caller ID information that is more accurate than previous technology. RCD sends data through SIP header tokens during the STIR/SHAKEN call authentication process. The information comes from the originating service provider and not the terminating one, which helps ensure accurate data is transmitted.

RCD can display more information than the traditional caller ID, such as:

  • Business name
  • Verified phone number
  • Reason for call
  • Company logo

This level of detail reassures call recipients and encourages them to answer their phones, as they can recognize a legitimate company and the purpose of the call.

Why is RCD Important for Outbound Dialing?

RCD is important for outbound dialing because it can improve the caller ID accuracy and consistency across various devices and service providers. This can have a positive impact on your answer rates and customer satisfaction.

According to a survey, 58% of call recipients will not answer their phones unless they know who initiated the call. This means that if your caller ID displays as “unknown”, “potential spam”, or a mismatched number, you are likely to lose a lot of opportunities to connect with your customers or prospects.

On the other hand, if your caller ID displays your business name, a verified number, a relevant logo, and a clear reason for the call, you are more likely to gain the trust and attention of the call recipients. They will be more willing to answer your calls and engage with your representatives, as they can verify your identity and legitimacy.

RCD can also help you avoid being flagged as spam or blocked by the call recipients or their service providers. By registering and auditing your RCD information, you can ensure that your calls display accurately and consistently, and that you comply with the STIR/SHAKEN protocol and the relevant regulations.

How to Register and Audit Your RCD Information?

To register and audit your RCD information, you need to work with your service provider and a third-party service that can help you monitor and verify your caller ID display.

Most large carriers now offer enhanced caller ID services to their clients, which allow businesses to register additional information for service providers to display. You need to provide your service provider with your business name, verified phone number, reason for call, and company logo. Your service provider will then relay this information to the receiving provider through the SIP header tokens during the call authentication process.

However, registering your RCD information is not enough to guarantee that your caller ID will display correctly and consistently on all devices and networks. You also need to audit your RCD information regularly, as there may be errors or inconsistencies in the data transmission or display. For example, some devices or networks may not support RCD, or some service providers may modify or override your RCD information.

To audit your RCD information, you can use a third-party service that can help you test and monitor how your caller ID displays on real devices and networks. For example, Caller ID Reputation’s Device Cloud service allows your business to audit how your caller ID displays on over 200 devices and networks. You can use this service to check if your RCD information is accurate, complete, and consistent, and to identify and fix any issues that may affect your caller ID display.

How to Optimize Your RCD Information for Better Results?

To optimize your RCD information for better results, you need to follow some best practices that can help you increase your answer rates and customer engagement. Here are some tips to optimize your RCD information:

  • Use a clear and recognizable business name that matches your brand identity and reputation.
  • Use a verified phone number that is consistent with your business location and area code.
  • Use a high-quality and relevant company logo that can catch the eye of the call recipients and reinforce your brand image.
  • Use a concise and specific reason for call that can convey the value and urgency of your call and motivate the call recipients to answer.
  • Update your RCD information regularly to reflect any changes in your business name, phone number, logo, or call purpose.
  • Test and monitor your RCD information on different devices and networks to ensure that it displays correctly and consistently.

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