With relentless robocalls and scams, branded calling has emerged as a game-changer for businesses trying to connect with customers. By displaying a company’s name and the reason for the call on a mobile screen before the call is answered, branded calling helps break through the noise and builds trust in the process.

But there’s a catch: many consumers still don’t know what branded calling is, or why they should trust it.

The Awareness Gap

Despite growing adoption of branded calling solutions by enterprises and carriers, many consumers still don’t fully understand what branded calling is, or why they should trust it.

Additional research by First Orion shows that while branded calls can increase answer rates by up to 200%, the benefit is only fully realized when recipients recognize the branding and understand its legitimacy. Without education, many consumers still dismiss branded calls as potential scams or spam.

This lack of awareness can result in missed opportunities, lower customer engagement, and weakened brand trust, undermining the very purpose of branded calling.

Trust Requires Understanding

Consumers have been trained to be skeptical of incoming calls. Rightfully so. The FCC estimates billions of robocalls still reach consumers every month. So, when a branded call pops up, the average person is more likely to wonder, “Is this real?” than to appreciate the information shown on their screen.

To flip that mindset, consumer education is essential. When people understand that branded calling is:

• Verified through carrier networks
• Designed to reduce scams, not enable them
• Meant to improve their experience with legitimate businesses

They’re far more likely to engage.

Tips for Brands: How to Educate Your Audience

If your organization uses branded calling—or is thinking about it—don’t stop at implementation. Actively build awareness with these strategies:

1. Promote Branded Calling in Customer Communications
Mention it in emails, SMS messages, and website FAQs. Let customers know, “When you see a call from [Your Business Name], you know it’s us.”

2. Show What It Looks Like
Visuals go a long way. Include screenshots or short videos in onboarding emails and social media to show what branded calls look like on different devices.

3. Emphasize Security
Reinforce that branded calling isn’t just about marketing—it’s part of your commitment to secure, trustworthy communication. Link it to your broader fraud prevention efforts.

4. Collect Feedback
Ask customers about their experience with your branded calls. Use surveys or short polls to find out if they recognized and appreciated the call information.

The Bottom Line

Branded calling works best when customers know what it is and why it matters. As more businesses adopt this technology, those that take the time to educate their audience will see better pickup rates, higher satisfaction, and stronger brand loyalty.

In a world where trust is everything, helping your customers recognize and understand your calls is one of the smartest moves you can make.

Build Trust from the First Ring with BrandDelivery™

If your business is ready to take control of its outbound call experience, BrandDelivery™ by PacificEast makes it easy. We help you display your verified business name and call reason across major wireless carriers, backed by intelligent monitoring tools and expert support.

Want to reduce call declines and improve engagement?
Let’s make sure your customers know it’s really you calling.