Genuine outbound call centres face significant challenges when trying to differentiate themselves from scammers

Genuine outbound call centres face significant challenges when trying to differentiate themselves from scammers, especially in an environment where consumers are increasingly wary of unsolicited calls.

  How can YOU combat this?

1/ Agents with good clear voice and accent NO mother tongue accent (sadly if the agent sounds very Asian then the consumer is made to think scam)
2/ Agents who know the script and rebuttals and can deliver with ease any question asked
3/ UK CLI’s mobile preferred or landline
4/ Tier 1 VOIP providers no grey lines

Here are the key challenges:

1. Trust and Credibility Issues

Scammers have created a deep sense of distrust in unsolicited marketing calls. Many people now associate any unknown number or sales call with fraud, making it harder for legitimate call centers to gain trust.

Genuine call centers must work harder to establish credibility and assure potential customers they are legitimate.

2. Caller ID Spoofing

Scammers often use caller ID spoofing, where they mask their real number with a local or trusted number to trick people into answering the call. This has led consumers to be more suspicious of any unfamiliar or even familiar-looking numbers.

Genuine call centers cannot rely on deceptive practices and must use their real numbers, which are often rejected or blocked by call-screening apps or the recipients themselves.

3. Call Blocking and Filtering

Increasingly, phone carriers and third-party apps are offering call-blocking services or labeling calls as “Spam Likely.” Genuine call centers often get caught in these filters, as the technology can’t always differentiate between legitimate and scam calls.

Scammers, on the other hand, frequently change numbers or use technology to bypass these filters.

4. Consumer Fatigue

With the sheer volume of scam calls, consumers are becoming more fatigued and less likely to engage with any unsolicited marketing call, even if it’s from a genuine company.

Genuine call centers struggle with lower answer and engagement rates because many people don’t even pick up, fearing it might be a scam.

5. Negative Public Perception of Telemarketing

Scammers have contributed to a negative view of telemarketing in general. Legitimate companies often face an uphill battle in overcoming the stigma associated with making outbound marketing calls.

They may need to invest more in training their agents to handle consumer objections and skepticism upfront.

6. Customer Experience and Engagement

Genuine call centers aim to create a positive customer experience and maintain long-term relationships, which requires patience, time, and proper follow-up.

Scammers are solely focused on short-term gain, usually through aggressive tactics, which can pressure or mislead customers quickly without any concern for customer satisfaction.

Please listen to the attached voice file and you will understand the above more… last note female agents always do better on our campaigns than male agents….