The Advantages & Disadvantages of Number Masking For Call Center
Number masking is a function of phones that allows a specific phone number to be shown on outgoing calls. Only the caller ID you set, not your actual phone number or extension, will be displayed to incoming calls. With this function, you or your team can conduct a localized calling campaign using your main phone number or a local virtual number.
Using number masking is safe and simple to safeguard your number, mainly for call center purposes. This well-liked VoIP function enhances customer service while protecting personal data. Below mentioned are the advantages and disadvantages of Phone Number Masking for a call center:
Advantages of Call Masking:
The number masking provides many advantages for call centers; they are mentioned below:
Security against Spoofing
Caller ID spoofing, which is frequently used for pranks, scams, and frauds, is a significant cause of data breaches. To safeguard you and your clients from spoofing efforts, employ call masking. For the duration of the agreement, it enables seamless communication between the parties. It guarantees that the call center business information is protected and that both parties engaged stay anonymous.
- Safety and Privacy
Call masking can safeguard both your call center and your clients by prohibiting internet sharing of their mobile phone numbers. You can safeguard the interests of your business and the privacy of your consumers by masking calls with arbitrary virtual numbers. Using number masking, you can keep using the same phone number while keeping your identity a secret. Also, by limiting unauthorized access to phone numbers, it safeguards client data. Solutions for hiding phone numbers also assist in preventing customer harassment and adverse outcomes.
- Customer Satisfaction
Businesses are experimenting with various strategies and features, such as phone number masking, to enhance the customer experience. Complete incoming call monitoring is made possible by number masking, improving customer service. Protecting sensitive client data with number masking services is a highly effective customer retention strategy.
- Call Analytics
It is feasible to track and report on each call made to clients using cloud telephony providers call recording and tracking tools. Businesses are able to comprehend an agent’s skills and activities in real-time in this way. You may identify consumer pain points, obtain insightful information about your customers, and find areas for improvement with real-time call data.
The masking technology also makes it possible to follow all incoming calls in detail and verifies whether agents have gotten in touch with clients. By allowing customers to share their experiences, they may also be aware of client comments and enhance their service.
- Ensure Safe Communication
Many customers are quite concerned about companies misusing or losing their personal information. Call masking solutions, however, allow for a secure engagement with a call center and close all security gaps felt by customers. You can easily communicate with your companies while maintaining identity protection and not worrying about data breaches.
- Engaging Customers Actively
Consumers find it awkward to share their personal phone numbers; therefore, when a company uses call masking, it helps them out. Also, it increases customer perceptions of the company’s value and brand recognition. It gains the trust of existing consumers, which attracts future customers.
- Instantaneous Data Insights
You can get access to a lot of real-time customer data insights with only just one service. Using this, you may collect agent performance information, statistics, and analytics to improve your services. You indirectly allow you to save money by meeting all the transmission needs at the lowest possible cost.
Disadvantages of Number Masking:
Even though number masking helps the call center work tremendously, there are still some disadvantages with number masking. They are as mentioned below:
- Appears Incompetent
You look professional and credible because you maintain a consistent website and social media accounts. Customers can assume that you are a novice or inexperienced call center company if you don’t appear to have a permanent phone number.
- Damages Faith
Customers may assume you don’t have enough staff to provide call center customer service if they can’t reach you at a regular number. A disgruntled consumer complaining online that your company doesn’t even have a phone number is the last thing you need.
Thus, these are the advantages and disadvantages of number masking for a call center. Even though there are a low number of drawbacks, still Call Masking India is still highly beneficial for the call center field as it protects the company’s identity and data as well as customer safety.