What is Phone Number Masking in Contact Centers?

In order to enhance corporate communications and preserve the privacy of both consumers and call center operators during phone contacts, companies utilize phone number masking, a fundamental aspect of VoIP. Phone number masking is a growing concern in today’s corporate world, particularly in sectors such as healthcare, banking, online shopping, and service provision.

What Is Number Masking?

One feature of business phone system solutions is phone number masking, which is also called call masking. It lets organizations and businesses hide the real phone numbers of the people involved in a call by using temporary or proxy numbers. This way, the privacy and security of the participants’ real numbers are protected. Callers can converse without giving out their phone numbers, protecting the confidentiality of their customers’ conversations.

Pictured above is a VoIP system, with its number masking capability prominently displayed.Outbound call center software often includes phone number masking as a function. As an element of their outbound call center feature set, this capability is offered by many VoIP telephony providers like Voiceetc. For instance, agents have the option to hide their actual phone number while calling potential clients or consumers via a call masking tool. Therefore, the selected number, rather than the agent’s real number or extension, will appear on the recipient’s caller ID.

Is Call Masking Easy to Use?

Call masking allows users to make phone calls or send and receive text messages by connecting to a temporary or proxy phone number for a set amount of time. A local, toll-free, or international number can be assigned to hide the original phone number. An example of an outgoing call using call masking is shown below:

• Call center software allows agents to start outbound calls to potential customers and prospects.
• In order to generate a temporary phone number automatically, the outgoing call is directed to an API proxy server.
• The caller ID of the target audience member will show the temporary number rather than the real number, in an effort to establish a connection.
• Both sides engage in conversation once the receiver accepts the call from a disguised (temporary) number.
• After the conversation ends, the temporary phone number can be either disabled or recycled, so it can be given to another agent for future outbound calls.
• One advantage of phone number masking is that it prevents personal information from being publicly known.
• A privacy bubble enclosing a consumer and a contact center representative during a phone conversation.

By allowing the caller and the receiver to converse without disclosing their real phone numbers, phone number masking mainly serves to safeguard the privacy of contact information for both parties. By using a masked number, remote call center operators can avoid disclosing their personal number while calling prospects or customers. This feature is particularly useful for agents who use their personal devices for business conversations.

Gets More People to Answer the Phone

One useful aspect of outbound contact centers is call masking, which lets firms use local numbers to disguise their outgoing calls rather than their actual business numbers. For example, agents can use auto dialer software for call centers to perform outbound calling campaigns. By enabling local presence dialing, the recipient’s caller ID will show a local phone number. Research shows that people are more responsive and inclined to pick up the phone when they see a local area code, which increases your Call Answer Rate and improves the efficiency of your outbound calling campaigns. This is because most people aren’t likely to answer calls from unknown numbers.

Also Read : What is Click to Call and How does Click to Call work?

Provides a visual depiction of phone number masking to aid in compliance with rules, such as GDPR and CCPA icons.

Protecting client information may be a legal requirement in certain nations and regions. Businesses must protect consumers’ personal information, including phone numbers, according to these requirements. Call masking is a useful tool for staying compliant because it prevents personal numbers from being exposed during discussions.

Protects the credibility of phone numbers

The major difficulty faced by outbound call centers is keeping phone numbers from being marked as “Scam Likely” or “Spam Risk” when operating campaigns that require frequent outbound calling. Along with other steps, call masking helps businesses avoid the danger of their company number being flagged as a fraud by phone carriers by employing temporary numbers in outbound calling campaigns instead of a business’s primary phone number.

Conclusion

Keeping users’ private information safe, phone number masking let them make secure connections without giving out their real numbers, which greatly improves the efficiency of their communication. The advice stresses the need of choosing a reliable provider of phone number masking services and emphasizes key considerations including compatibility, functionality, and price.