The voice-over-internet protocol (VoIP) technology, commonly referred to as number masking, allows companies to disguise the contact information of everyone on a conversation. Both parties’ privacy, identity, and personal information are protected when a call masking solution is used. You can discover more about call masking and how it may benefit your business communication by reading on. 

How Call Masking Works? 

For call masking to function, a temporary phone number, also known as a masked or proxy phone number, is provided to the caller and receiver. Using the following method, it does this: 

• The call is routed via a cloud-based API proxy service when it is initiated by either an agent or a client. 
• A proxy phone number is generated to replace the actual one at this point. 

• Using the API-based platform, the call is made. The recipient is then connected to the call. 
• The addressee is contacted by a mysterious caller using a fictitious number. There will be no disclosure of the caller’s identity throughout this conversation. 
• The proxy number is returned to the pool for re-assignment after the call has ended. 
• Call masking services assign a fictitious phone number for a certain amount of time. Afterwards, the numbers are repurposed for use by other parties on the site.  

Call Masking’s Advantages for the Business 

Call masking has several advantages for small and medium-sized enterprises when conducting outbound calls. Masking your phone number has a lot of advantages, including the following: 

1. Increases the Time to Answer 

Customers who value their privacy will often hang up on incoming calls whose caller ID is dubious or whose prefixes are unknown. Using call masking, you may give yourself a local number with a well-known area code. When a consumer or potential customer sees an incoming call from a local number, they feel more comfortable picking up the phone and responding. 

2. Ensures the Security and Privacy of the User 

In light of the increasing number of data breaches in recent years, companies should take the necessary precautions to ensure the safety of their customers’ private data. Call masking allows both parties to communicate freely without revealing their personal information. It also allows you to make calls from a variety of gadgets without revealing your contact information to the other party. 

3. Improves sales and revenue by building customer loyalty 

It’s easier for customers to transact with a company when they know their credit card information is safe and secure. Using call masking to create trust and confidence with customers is an excellent retention tactic. This is critical for building customer loyalty and promoting repurchase behaviour. 

4. Reduces the price of information exchange 

No need for several call centres or purchasing local numbers for all of your company locations when you use call masking! It is much easier and less expensive to grow regionally and satisfy the communication needs of your business branches if your phone number is hidden. 

5. Organizes Internal Business Communications 

Masking your phone number increases the quality of your business phone calls. Automatic response voice messages are routed according to predetermined time limits, and all calls take place on the same platform. 

Conclusion  

There are several benefits to using call masking, such as the fact that it makes it simpler to keep track of customer interactions. It also enables contact centres to analyse the quality of conversations, obtain customer insights, and discover areas for improvement in agent performance via the use of analytics.