In today's digital-first world, phone communication remains a vital tool for connecting with customers. In fact, nearly 80% of consumers say phone calls are important when communicating with businesses — especially for personal, urgent, or complex matters. Despite that preference, most people still avoid picking up unknown numbers. A recent study by TransUnion revealed that 80% of consumers block or ignore calls from unfamiliar callers.
The Reason? Fear of Fraud
As scam calls continue to rise — often made worse by advanced tactics using artificial intelligence (AI) and deepfakes — consumers are understandably cautious. TransUnion’s research found that 70% of consumers had received at least one deceptive call in the past three months where the caller impersonated someone else. This has led to widespread skepticism about phone communication, with 74% of consumers saying they avoid answering unknown numbers out of concern for scams.
Even more telling: 70% admitted they had ignored a legitimate call due to safety concerns, only to realize later it was a trusted business trying to reach them.
So how can businesses rebuild trust over the phone? One solution is branded calling. This technology verifies the business and displays its name and logo on the recipient’s caller ID. It provides a layer of assurance that helps the customer feel confident about who’s on the other end.
Three out of four consumers said they would have a better customer experience if a business used branded calling when they were expecting a call. 73% said they’d be more likely to answer — and even view the business more favorably — if the company’s name and logo appeared on the call screen.
The Takeaway is Clear
If businesses want to maintain strong communication with customers and avoid missed opportunities, they must take proactive steps to ensure transparency and security in their outreach. Technologies like branded calling not only protect consumers—they help businesses stand out in a crowded, cautious world.
At AAI, we help independent insurance agents succeed with the support of top-tier branding, communication tools, and expert strategies. Want to grow your agency with modern, trustworthy tools? Contact us today.