The Consumer Trust Gap: Why Your Calls Aren'tGetting Through
69% of your customers screen unknown calls. Here's how to earn the answer anyway.
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69% of UK consumers always or often screen calls from unknown numbers before they answer. Half have ignored a genuine company message, assuming it was a scam. This isn't a technology failure. It's a trust problem. And it sits between you and every conversation you need to have.
In this session, Kayleigh Tait breaks down exactly what's changed - and what contact centres who are outperforming the market are doing differently. You'll walk away with a clear framework, backed by original research, that you can apply to your next campaign immediately.
What we'll cover:
- The three gatekeepers now sitting between your dial and a conversation - and how each one behaves
- Why contact rate and penetration rate are different metrics, and which one actually tells you how your strategy is performing
- The levers that increase answer rates: branded caller ID, pre-call SMS, CLI health, and list discipline
- A show and tell from Tom McGarry showing exactly how MaxContact helps you put these into practice
This session is built for operations leaders, heads of contact centres, and anyone who watches outbound performance numbers daily.
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The Consumer Trust Gap: Why Your Calls Aren't Getting Through
69% of your customers screen unknown calls. Here's how to earn the answer anyway.
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