Regional ID is a valuable feature of Conquer Voice that many companies leverage to boost their call pickup rates. By presenting a local number to each prospect, using a provisioned phone number for each area code dialed, Regional ID aims to make calls appear more familiar and trustworthy. However, recent trends indicate that people are becoming increasingly skeptical of calls from unknown numbers, even if they appear to be local.
Each Conquer Voice client utilizing Regional ID receives a unique set of numbers, ensuring no overlap. If your company has Regional ID enabled, you can use it for Click to Dial, Queues, and Campaigns. If it is not currently enabled but you are interested in this feature, please contact your Customer Success Manager.
Note: While Regional ID can be an effective tool, it’s important to use it responsibly. Overuse or misuse can lead to a decrease in trust and potential negative reactions from prospects. Always ensure that your calls are relevant and respectful to maintain a positive relationship with your audience.
Setup
When Regional ID is first enabled for your company after talking with your Customer Success Manager, you'll need to get a set of numbers activated and associated with your account. To do this, send a list of the area codes that you will be calling over to our support team. They will provision a set of numbers to your account that can be used for Click to Dial, Queues, and Campaigns.
Return Number
When using Regional ID, it is absolutely vital to enter a Return Number. The Return Number provides a route for callbacks to route back to. If a user places a call using Regional ID with a blank value in the Return Number field, any callbacks will ring back to a busy signal. Regional ID only works if the prospect calls back from the number that was originally called by the agent.
The Return Number must also be formatted with a 1 in front and with no punctuation or special characters. Removing the 1 or including punctuation can cause issues with the Regional ID numbers displaying correctly to prospects.
Click to Dial and Queues
Regional ID is enabled for the agent by clicking the "Regional ID" checkbox for Click To Dial and/or Queues. "C2D" will display as "True" in the Agent List if Regional ID is enabled for C2D for that agent.
Calls placed with Regional ID enabled will display Regional ID numbers to the prospect. The agent Return Number is configured in the Agent List.
Note: If no Return Number is entered for an agent, Regional ID callbacks will ring to a busy signal. An agent Return Number must be entered, formatted with a 1 in front and no punctuation or special characters.
Campaigns
To enable Regional ID for a Campaign, choose it from the Display Number drop-down.
If Regional ID is chosen, set one of the two call return routing options:
- Route Callbacks To the Agent Return Number - This will route the callback to the return number assigned to the agent.
- Campaign Return Number - Provides the option to add a Campaign Return Number (general number assigned to the campaign)
Regional ID numbers will display to prospects and callbacks will route back to the Return Number defined at the Campaign level. Remember: If no return number is set at the Campaign level, callbacks will ring to a busy signal.
Summary
Regional ID is fairly simple to use once it's been set up. The biggest thing to watch out for is forgetting to enter a Return Number when enabling the feature for a user or a Campaign, or incorrect formatting. As long as those two things are handled, your Regional ID experience should go off without a hitch.
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