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Co je to maskování hovorů?
Call masking, also known as number masking is a voice over internet protocol (VoIP) feature that hides the identity during phone calls.
Při použití tohoto řešení se vytvoří dočasné telefonní číslo pro jednu nebo obě strany. Umožňuje vám používat vaše soukromé telefonní číslo nebo virtuální telefonní číslo bez obav z narušení soukromí identity. Pomocí maskovaného telefonního čísla můžete skrýt své skutečné telefonní číslo a jedním dechem poskytnout bezpečný hovor jak svým agentům, tak zákazníkům.
Při diskusi o maskování hovorů je na prvním místě zvýšená ochrana soukromí uživatelů. Tuto funkci můžete použít v call centru, abyste udrželi identitu volajícího v anonymitě a zajistili soukromí zákazníků.
Podívejme se na některé výhody, které maskování hovorů může přinést vaší firmě.
- Increased call responsiveness – Many people have a distrust of suspicious caller IDs. With the call masking feature, customers receive incoming calls with local numbers which they are more familiar with. This puts them at ease and increases the chance of them picking up and hearing what your representatives have to say.
- Enhanced customer privacy – Both clients and businesses are justifiably aware of data leaks. Call masking helps keep your private communication secure and protected. This can not only put your and the client’s minds at ease but also ensures adherence to identity privacy policies your company has in place.
- Increased customer engagement – Many customers don’t feel comfortable sharing their personal contact details. By using the masked number feature you can gain customers’ trust so they not only give you their personal phone number but are also likely to further interact with your brand.
- Lower communication costs – It’s way cheaper to use call masking than purchasing local phone numbers or setting up whole new contact centers.
- Better call management – While keeping most of your business numbers private, you can give out your unmasked phone number to certain people. This can help you better manage your calls and make sure that you can be reached only by the individuals you’ve selected.
- Centralized business communication – Call masking ensures that all the secure communication between the business and its customers is handled on one platform.
- Data analysis – Call masking feature offers real-time insights into many aspects of a call center like agent performance, quality of interactions, and customer insights. You can then study this data and optimize your processes to provide the best customer experience.
Would you like to make better calls?
Start your 30-day trial for free and set up your own virtual call center with LiveAgent
Watch a video about call masking
Call masking is a feature of LiveAgent help desk software that allows businesses to protect customers’ sensitive information, such as their phone numbers. By masking the customers’ phone numbers, businesses can secure customer data from malicious actors and ensure that their customer’s information remains safe. Furthermore, LiveAgent also allows automatic call recording, so businesses can keep track of customer interactions and improve their service quality. With LiveAgent, businesses can securely manage customer phone calls while still giving their customers the convenience of a help desk.
Frequently Asked Questions
What are the benefits of phone number masking?
Anonymous communication via call masking offers a wide range of benefits including personal phone number protection during business calls and in messaging services, increased customer responsiveness and engagement, better focus on customer privacy, cost-saving, better call management and overall better protection of individual users.
How to set up call masking?
It depends on the call center software and the phone service provider you are working with. Different business phone providers have different setup procedures. However, in most cases, you should be able to set up and configure it in the standard settings panel. How much you can configure this VoIP feature depends on the call center solution and the VoIP provider you are using.
Who uses call masking?
Call masking is used in many global businesses that have a presence in multiple countries. Other industries that find phone masking valuable are those that work with large volumes of customer data like finance, healthcare professionals, travel, and delivery services, but also contact centers, online marketplaces, and eCommerce platforms.
Pokud vás zajímá, jak může služba identifikace volaného čísla zlepšit vaše zákaznické služby, přečtěte si více o jejím fungování a rozdílu mezi DNIS a ANI. Tato informace vám pomůže lépe porozumět, jak efektivně spravovat hovory. Pro ty, kteří chtějí vědět více o moderních komunikačních technologiích, doporučujeme článek o telefonní službě VoIP. Zjistěte, jak VoIP funguje a jaké výhody může přinést vaší firmě oproti tradičním telefonním linkám.
Pokud hledáte způsoby, jak zvýšit bezpečnost svého helpdesku, podívejte se na článek o zabezpečení helpdesku. Dozvíte se o klíčových bezpečnostních funkcích, jako je dvoufázové ověření a HTTPS šifrování, které ochrání vaše data. Pro efektivnější správu informací se naučte, jak funguje funkce Vyhledat & Nahradit. Tato funkce vám umožní rychle a snadno aktualizovat vaše záznamy.
