Contacto is thrilled to announce a pivotal advancement in our commitment to data privacy and security: the attainment of the ISO 27001:2022 certification. This milestone is not just a mark of recognition; it embodies our relentless dedication to maintaining the highest levels of information security. With this certification, Contacto solidifies its status as a dependable pioneer in the realm of unified contact center solutions. 

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Understanding the Global Significance of ISO 27001: ISO 27001 is more than just a standard; it's a global benchmark for excellence in information security management systems (ISMS). Applicable across various industries, this certification entails a structured framework for establishing, implementing, and maintaining robust security practices. By adhering to the stringent standards set by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC), Contacto not only demonstrates compliance but also showcases a proactive approach to safeguarding sensitive information. 

This certification knows no borders; it provides global assurance of our dedication to the highest standards of data protection and security management.

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Our Rigorous Journey to Certification: The journey to achieve the ISO 27001:2022 standard was both challenging and enlightening. Contacto underwent a comprehensive external audit by an accredited firm. This rigorous examination spanned every aspect of our security measures, from software robustness to personnel preparedness, aligning our practices with international data laws. This ongoing process of continuous improvement and adherence to evolving security standards highlights our unwavering commitment to excellence.

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How It Benefits You - Our Valued Stakeholders:

• Resilience to Cyber Attacks: Enhancing our ability to protect against and respond to digital threats.
• Preparedness for Emerging Threats: Staying ahead of the curve in a rapidly evolving digital landscape.
• Ensuring Data Integrity, Confidentiality, and Availability: A three-pronged approach to securing your data.
• Organization-wide Protection: Ensuring security at every level of our operations.

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What This Means for Our Customers: For our customers, the ISO 27001:2022 certification is an assurance that your data is governed by the most stringent of security protocols. Whether you're an emerging startup or a large enterprise, you can trust that Contacto is equipped with comprehensive security systems and processes.

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Our Pledge for Continuous Security Evolution: Our mission in security excellence is perpetual. We commit to an ongoing evolution of our security frameworks, aspiring to not just fulfill but surpass the prevailing industry benchmarks.

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Explore Our Security Protocols: To gain a comprehensive understanding of Contacto's security measures, we invite you to visit our security page. At Contacto, we are dedicated to not only enabling sales engagement but also to forging enduring trust through uncompromising data security.

In the digital age, SMS remains a cornerstone for user authentication, particularly through One-Time Passwords (OTPs). However, this reliance has made businesses vulnerable to a growing threat: SMS pumping fraud.

What is SMS pumping?

SMS pumping, also known as Artificially Inflated Traffic (AIT) or SMS toll fraud, is a fraudulent scheme where attackers exploit SMS-based services to generate large volumes of fake traffic. This is typically achieved by:

• Automated Bots: Using bots to flood online forms with fake OTP requests.
  
• Premium Rate Numbers: Directing these requests to phone numbers that incur higher charges, often controlled by the fraudsters or complicit telecom operators.
  

The perpetrators profit by receiving a share of the revenue generated from these inflated SMS charges, leaving businesses to bear the financial burden.

Real-World Impact: The Twitter Case

A notable example of SMS pumping's financial impact is Twitter (now X). In 2023, Elon Musk revealed that the platform was losing approximately $60 million annually due to SMS pumping fraud. The scheme involved over 390 telecom operators worldwide, who were either complicit or negligent in allowing the abuse of SMS services.

How does SMS pumping work?

The process typically unfolds as follows:

1. Targeting Vulnerable Endpoints: Attackers identify websites or applications that send OTPs via SMS.
   
2. Flooding with Requests: Bots submit numerous fake requests, often using disposable or premium-rate phone numbers.
   
3. Revenue Generation: Each SMS sent to these numbers incurs a cost, which is shared with the fraudsters.
   

This leads to significant financial losses for businesses, as they pay for messages that serve no legitimate purpose.

Signs Your Business Might Be a Target

Be vigilant if you notice:

• Unusual Traffic Patterns: A sudden spike in OTP requests, especially from unfamiliar regions.
  
• Sequential Number Requests: Multiple OTP requests to consecutive phone numbers, indicating automated bot activity.‍
• Low Conversion Rates: A high number of OTPs sent but a low rate of successful authentications.

Preventive Measures: Safeguarding Your Business

To protect against SMS pumping fraud, consider implementing the following strategies:

• Rate Limiting: Restrict the number of OTP requests per user or IP address within a specified time frame.
  
• Bot Detection: Use CAPTCHA or other bot detection mechanisms to prevent automated submissions.
  
• Geo-Blocking: Limit OTP requests to regions where your user base is located.‍
• Traffic Monitoring: Regularly analyze traffic patterns to identify and mitigate suspicious activities.

Plivo’s Solutions to SMS Pumping

Recognizing the growing threat of SMS pumping, Plivo is proud to offer two innovative tools, free of charge, designed to protect your business from fraudulent SMS traffic:

1. SMS Pumping Protection for OTP Traffic: This solution is specifically built to safeguard your SMS API endpoints that handle OTP traffic. By detecting and preventing fraudulent OTP requests, it helps ensure your messaging services remain both secure and cost-effective. Read more about SMS Pumping Protection here.
   
2. Fraud Shield for Verify Applications: Designed for applications leveraging Plivo’s Verify API, Fraud Shield delivers advanced fraud detection by analyzing traffic patterns, identifying anomalies, and blocking suspicious activities. This ensures your verification processes stay protected from abuse. Read more about Fraud Shield here.

Learn more about Plivo’s tools for combating SMS pumping by requesting a trial.‍

Plivo is proud to announce a significant leap in our commitment to data privacy and security —we are ISO 27001:2022 certified. Along with achieving  SOC 2 Type 2 and PCI DSS certification and HIPAA compliance, this latest certification is a testament to our dedication to upholding the highest standards in information security. ISO 27001 certification fortifies Plivo’s position as a trusted leader in cloud communications technology.

Understanding the global significance of ISO 27001

ISO 27001 is more than just a standard; it’s a global benchmark for excellence in information security management systems (ISMS). This certification is applicable across various industries and defines a structured framework for establishing, implementing, and maintaining robust security practices.

By adhering to the stringent standards set by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC), Plivo not only demonstrates compliance but also showcases a proactive approach to safeguarding sensitive information.

This certification knows no borders; it provides global assurance of our dedication to the highest standards of data protection and security management.

Our rigorous journey to certification

It was a welcome challenge to meet the comprehensive guidelines to achieve the ISO 27001:2022 standard—one that required a comprehensive external audit by an accredited firm. This rigorous examination spanned every aspect of our security measures, from software robustness to personnel preparedness, aligning our practices with international data laws.

ISO 27001 focuses on three cornerstones to secure people, processes, and technology. These cornerstones are confidentiality, integrity, and availability. Plivo’s completion of this security standard demonstrates our commitment to continuous improvement and adherence to evolving security standards.

What does this mean for our customers?

For our customers, this certification ensures that your data is managed with utmost care and attention to security best practices. Whether you’re an emerging startup or a large enterprise, you can trust that Plivo is equipped with comprehensive strategies, systems, and processes, including

• Resilience to cyber attacks: We’ve enhanced our ability to protect against and respond to digital threats.
• Preparedness for emerging threats: We’re staying ahead of the curve in a rapidly evolving digital landscape.
• Ensuring data integrity, confidentiality, and availability: We follow ISO’s three-pronged approach to securing your data.
• Organization-wide protection: We ensure security at every level of our operations.

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Our commitment to continuous improvement

Our journey doesn’t end here. We pledge to continually evolve our security practices, ensuring they not only meet but exceed industry standards. For a deeper dive into our security measures, visit our security page. At Plivo, we’re not just in the business of communication; we’re in the business of trust.

At Plivo, we’re focused on making the 10DLC registration process as simple for our customers as possible — we’ve even won some awards in the process. Today, we’re excited to bring you an updated 10DLC console experience that gives you even more visibility into the entire brand and campaign registration process.

What’s new in the console experience?

Now you can view all the information you’ve submitted, including the sample messages provided to the carriers. In the event that your campaign is declined, you can see the error code and the reason for rejection. This enhanced visibility simplifies the process of fixing and resubmitting your campaign. Additionally, email alerts will instantly notify you of any status changes.

Let’s take a quick tour of what’s included in the console’s new profile, brand, and campaign screens.

Step 1: The profile screen

Profiles help Plivo understand your business and the types of messages you’ll be sending. Complete the profile section with your company information, details like your website URL and industry, and your EIN or Tax ID number. We also need a physical address and a dedicated contact. Once you’ve completed and submitted your profile, you’ll move on to the brand registration page.

Step 2: The brand screen

Start by selecting the profile you want to use for brand registration and providing details about the level of vetting you want the carriers to provide.

Then, give consent to share the required documents with The Campaign Registry (TCR) before you hit submit. Note that it may take up to a week for your brand to be registered. The results will show on this screen; you’ll also receive an email from Plivo notifying you when your brand has been approved or rejected.

STOP and review these campaign registration tips

Before you register your campaign in the console, take the following steps to avoid any issues or delays.

• Review the costs associated with 10DLC campaign registration. Make sure you have a standard account with sufficient Plivo credits to cover these costs. Learn more here.
• Campaigns can only be created for verified brands. Ensure that your brand is verified before creating a campaign.
• The Campaign Registry (TCR) and carriers expect businesses to provide details in a certain format. Make sure you have reviewed our 10DLC registration guidelines.

Step 3: The campaign screen

When you’re ready to launch a new campaign, select the brand for which you want to create a campaign and provide the required details. Fill out the form and submit your campaign to the TCR.

All campaigns are manually reviewed by carriers; various aspects of the campaigns are examined closely. As a result, campaign reviews now take between six and eight weeks. You can check the status of your campaign registration in the console and you’ll be notified via email once it has been approved or declined.

You also link phone numbers within the campaign screen. Keep in mind that numbers can only be linked to a campaign that has been approved by carriers (the “Registration Status” should be “active”).

To link a phone number, click on the campaign you want and navigate to the “Numbers” tab for that campaign. You will be able to see the list of numbers already linked to that campaign, add new numbers , or upload a list of numbers via CSV. You can also unlink a number to make it available for use somewhere else.

Email notifications

Users can now set up email alerts for up to 10 recipients in Plivo’s console. Receive an email  each time a brand is registered, fails verification, or when a campaign is approved or rejected by carriers.

10DLC resources

10DLC registration is complex and there’s a lot to keep track of. Now, you can do it even more easily within the Plivo console. Check out our list of related resources below or contact our support team if you need help.

• Plivo’s A2P 10DLC Overview
• Updated Console FAQ
• Here are our 10DLC Registration Guidelines
• What is the 10DLC campaign vetting process?
• Why was my campaign registration declined?
  

10 Tips for Better Contact Center Management

Contact centers have become essential hubs for businesses aiming to offer exceptional customer service, and each contact center needs a manager to steer the ship.

Mastering contact center management is foundational for fostering a strong customer service team, providing an unparalleled customer experience, and ensuring agent satisfaction.

What is contact center management?

Contact center management focuses on the comprehensive oversight of the center’s operations, from the technologies used in a business’ service motion to the performance of its agents.

Contact center management is a balancing act of ensuring customers have a positive experience while optimizing the performance and satisfaction of agents, and it’s the responsibility of contact center managers to maintain this equilibrium, ironing out any operational wrinkles and guiding their team towards consistent excellence.

Key contact center roles and responsibilities

Contact centers thrive on the synergy between managers and agents, each playing an indispensable role.

What is a contact center manager?

The contact center manager acts as the captain of the ship. They are responsible for training agents, establishing performance metrics, ensuring high-quality service, and creating a positive, productive work environment. The contact center manager’s leadership shapes the overall effectiveness and reputation of the contact center.

What is a contact center agent?

Contact center agents are the ship’s crew, keeping the ship running as it should and acting as the direct link between a business and its customers. Day in, day out, contact center agents interact with diverse customers, answering queries, solving issues, and ensuring each individual feels valued. Their expertise and demeanor directly influence customer perceptions and satisfaction.

10 Tips for effective contact center management

Tip #1: Train agents regularly

A well-informed agent is a game-changer. Continuous training ensures agents are updated with the latest products, industry practices, and communication strategies.

Organizing regular training sessions, like monthly product updates or communication workshops, can bolster agent confidence and equip them with tools for success, enhancing overall agent efficacy.

Tip #2: Use data to make decisions

Data serves as the compass for contact center improvements. By analyzing key metrics such as call durations, customer feedback, or response times, managers can pinpoint areas that need refinement.

This data-driven approach is vital for crafting strategies for success in contact center management and ensuring both agent and customer satisfaction.

Tip #3: Create a positive work atmosphere

The correlation between agent morale and customer satisfaction is undeniable. By cultivating a supportive and engaging work environment, you motivate agents to perform at their best.

Celebratory gestures, like ‘Agent of the Month’ awards or team outings, can uplift spirits and reinforce a sense of community.

Tip #4: Keep communication open

A transparent communication framework is the backbone of efficient operations. It’s essential for agents to feel they can voice concerns or seek guidance without hesitation.

This can be achieved through regular feedback sessions, an open-door managerial policy, and promoting peer interactions, fortifying trust and camaraderie.

Tip #5: Use the latest tech

Incorporating cutting-edge technology can revolutionize contact center operations. Tools like CRM systems not only make processes smoother but also offer agents a wealth of information about customers, allowing for a tailored, efficient service approach.

Embracing current technologies is integral to the modern strategies for success in contact center management.

Tip #6: Set clear goals

As a manager, it’s important to offer transparency in how your agent’s performance is being measured, and to provide attainable benchmarks for success. Clear goals act as roadmaps guiding agents toward exemplary performance.

By defining these benchmarks and revisiting them periodically, managers can provide a structured growth path, catering to agent satisfaction and ensuring they understand their roles and responsibilities.

Tip #7: Listen to customers

Customers’ feedback is invaluable. By actively seeking, analyzing, and implementing their suggestions, contact centers can drastically elevate their service quality.

Regularly engaging your customers and requesting feedback can offer insights into customer satisfaction, guiding refinements and adaptations in your customer service strategy.

Tip #8: Sharpen your skillset

The world of contact centers is dynamic. To stay ahead, it’s imperative to foster a culture of continuous learning and adaptability.

Encouraging agents to attend workshops, partake in courses, or simply share knowledge can invigorate the workforce, driving both personal and professional growth.

Tip #9: Stay flexible

Adaptability is an essential skill for contact center managers. As technologies evolve and customer preferences shift, the ability to swiftly adjust and modify strategies becomes crucial.

A proactive contact center manager always keeps an eye on these trends, ensuring their contact center remains agile and responsive.

Tip #10: Trust your agents

Empowering agents to make decisions not only boosts their confidence but also accelerates issue resolution. Granting them a degree of autonomy, like offering on-the-spot solutions within certain parameters, can streamline operations and significantly enhance the customer experience.

Conclusion

Effective contact center management is an intricate blend of strategy and people skills. Prioritizing both agent and customer needs is the key to unlocking success and growth. Study these contact center management tips and they’ll serve as a comprehensive guide for anyone aspiring to elevate their contact center operations and outcomes.

Looking to level-up your customer service motion? Our cloud contact center offers a simple workspace for customer service teams that seamlessly combines your customer conversations with your existing systems.

Set up some time with us to share your business needs and get started with a free trial.

Other articles you might be interested in:

• Top 100+ Customer Service Statistics and Trends in 2023
• How to Deal with Angry Customers: 12+ Tips that Always Work
• How to Increase Revenue by Improving Agent Satistfaction

Top 100+ Customer Service Statistics and Trends in 2023

We’ve scoured reports from industry leaders and compiled a complete list of the most compelling customer support statistics that will up-level your customer service.

Table of contents:

• 15 key customer service takeaways
• What are customers willing to pay for
• How poor customer service impacts your business
• Creating customer loyalty through excellent service
• The importance of privacy in customer service
• How customer service varies by channel and medium
• Even more ways that customer experience impacts your business
• Links to studies

If you’re looking for more information on meeting the service needs of modern customers, don’t forget to check out our other content:

• Leadership Talk: The Modern State of Customer Support
• How to Deal with Angry Customers: 12+ Tips that Always Work
• Cloud vs. Traditional Contact Centers: 5+ Reasons to Embrace Cloud-based Technology

15 Key Customer Service Takeaways

When customers are willing to pay more for good service

16. ​​​​A significant 63% of Gen Z individuals are willing to pay a premium for a quality mobile experience (PWC).

17. Among those with an annual income under $50,000, 50% express a willingness to pay more for exceptional customer service, compared to only 19% who are unwilling (Hyken).

18. In a group of people earning over $100,000 annually, a substantial 66% state their willingness to pay more, while nearly 15% express unwillingness to do so (Hyken).

19. Nearly 70% of customers are open to paying more for a convenient experience (Hyken).

20. More than 40% of customers are willing to pay extra for the convenience of same-day delivery (PWC).

21. Convenience in delivery is a priority for over 90% of customers, who are willing to pay extra for this service (Hyken).

22. Only 15% of customers are willing to pay more for engaging design, and 12% would do the same for a great atmosphere (PWC).

23. A notable 72% of organizations have a clearly defined customer success strategy in place (Regalix).

24. Nearly 80% of business leaders affirm that customers spend more (34% on average) when they receive a personalized experience (Segment).

How poor customer service impacts your business

25. After encountering more than one negative experience, approximately 80% of consumers prefer doing business with a competitor (Zendesk).

26. It takes a total of 12 positive customer experiences to compensate for a single negative one, according to Ruby Newell-Legner’s “Understanding Customers.”

27. Across all industries, there is a 38% gap between customer expectations and actual service delivery (Hyken).

28. Only one in five consumers is willing to forgive a bad experience at a company with customer service rated as “very poor.” However, nearly 80% are forgiving if they rate the service team as “very good” (Qualtrics XM Institute).

29. A significant 78% of customers have abandoned a purchase due to a poor customer experience (Glance).

30. Approximately 70% of the customer’s journey is shaped by how the customer perceives their treatment (McKinsey).

31. If a problem is service-based, a customer is four times more likely to switch to a competitor (Bain and Company).

32. 61% of customers indicate they would switch to a competitor after just one bad customer service experience (Zendesk).

33. For 72% of customers, explaining a problem to multiple people results in a bad customer service interaction (Zendesk).

34. A noteworthy 79% of high-income households avoid brands for at least two years after a negative experience (Zendesk).

35. If they receive unfriendly service, 60% of customers would cease buying from a brand (PWC).

36. A staggering 96% of customers leave a brand due to poor customer service (Hyken).

37. When employees lack knowledge, 46% of all customers stop doing business with a brand (PWC).

38. Globally, 59% of consumers believe that companies no longer understand the human element of customer experience (PWC).

39. A significant 95% of customers share a bad experience with others, while 87% share a good customer service experience (Zendesk).

Creating customer loyalty through excellent service

The importance of privacy in customer service

50. A significant 88% of individuals trust companies that commit to not sharing their personal information without permission (Salesforce).

51. An overwhelming 92% of customers value companies that grant them control over the information collected about them (Salesforce).

52. Social media is employed as a data collection and analysis tool by 23% of businesses (Gartner).

53. An impressive 79% of customers are willing to provide relevant information about themselves in exchange for personalized interactions that immediately recognize and understand their needs (Salesforce).

54. For 56% of customers, sharing personal information in exchange for improved service is acceptable (Salesforce).

55. A solid 90% of people are more inclined to trust a company if it has a robust privacy policy (Salesforce).

56. A majority (63%) of customers would be more open to sharing their data if they truly value the service (PWC).

57. A significant 61% of customers feel that they’ve lost control over how their personal information is used (Salesforce).

58. Only 40% of customers trust brands to securely and responsibly handle their personal data (Segment).

59. Just 27% of customers have a complete understanding of how companies utilize their personal information (Salesforce).

How customer service varies by channel and medium

60. For 67% of customers aged under 40, the preferred mode of communication is texting (Hyken).

61. Chatbots are employed for customer service by 67% of organizations (Salesforce).

62. Among customers over the age of 40, the easiest means of communication for 66% is through telephone and email (Hyken).

63. Social media (preferred by 12% of customers) and websites (preferred by 10% of customers) rank as the least-preferred customer engagement channels (Regalix).

64. Agent consoles or computers are utilized for managing the majority (54%) of customer calls (Salesforce).

65. Simple issues could be addressed through interaction with a bot, according to 69% of customers (Zendesk).

66. An impressive 98% of customers make use of FAQ, help centers, or other self-service online resources (Zendesk).

67. Digital channels are the preferred mode of engagement for 57% of customers (Salesforce).

68. In comparison to in-store purchases, 53% of customers prefer buying products online (Salesforce).

69. On average, 35% of consumers find the self-service option highly important (Emplifi).

70. For simple matters, 65% of customers prefer self-service options (Salesforce).

71. Contacting customer service through social media is considered convenient by 67% of customers (Zendesk).

72. A substantial 76% of clients expect to receive a response within 24 hours when contacting a brand on social media (Sproutsocial).

Even more ways that customer experience impacts your business

73. Customer experience is a critical factor in purchasing decisions for 73% of clients (PWC).

74. A remarkable 90% of consumers trust a company that they’ve rated as “very good” to cater to their needs (Qualtrics XM Institute).

75. For 70% of customers, the awareness of sales interactions by service agents is pivotal in retaining their business (Salesforce).

76. The expectation that businesses know their unique needs and expectations is held by 63% of consumers, and 76% of B2B buyers share the same expectation (Salesforce Research).

77. Providing cutting-edge digital experiences is seen as necessary by 59% of customers to maintain their business relationships with companies (Salesforce).

78. Including personalized consumer experiences can improve your online conversion rate by approximately 8% (Trust Pilot).

79. An overwhelming 88% of customers today have higher expectations compared to the past (HubSpot).

80. While nearly 76% expect consistent interactions across departments, 54% believe that sales, marketing, and customer service teams don’t share information (Salesforce).

81. Understanding their unique needs and expectations is desired by 73% of customers (Salesforce).

82. A significant 76% of customers expect to engage with a customer representative immediately upon first contact with a company (Zendesk).

83. A friendly, welcoming service defines industry success for 48% of U.S. consumers (PWC).

84. A quick response to the initial inquiry impacts the choice of the company to buy from for 89% of clients (Zendesk).

85. The speed at which their problem is resolved defines good customer service for 69% of consumers (Zendesk).

86. For almost 80% of American consumers, the most important elements of a good customer experience are speed, convenience, knowledgeable help, and friendly service (PWC).

87. Company employees have a significant impact on the experience for 71% of customers (PWC).

88. The experience a company provides is as important as its products and services for 80% of customers (Salesforce).

89. 87% of companies believe that customer success programs have aided clients in adopting products and services (Regalix).

90. Customer support having access to the status of their most recent order is expected by 64% of Baby Boomers (Epsilon).

91. A satisfying experience with a company is reported by 77% of customers (Hyken).

92. Sales reps who understand their goals are more likely to be chosen by 84% of customers (Salesforce).

93. Poor quality of product or service leads a 34% decrease in continued customer purchases from a brand (Morning Consult).

94. The experiences with one industry influence the expectations for others for 62% of customers (Salesforce).

95. Loyalty is driven for 63% of customers when they receive a discount within an hour of interacting with a brand (Segment).

96. Personalization is attractive to 90% of customers (Epsilon).

97. A 5% increase in customer retention results in more than a 25% increase in profit (Bain & Company).

98. On average, customer service agents only ask for a customer’s name 21% of the time (Glance).

99. The pandemic has raised customer service expectations for 48% of clients (Zendesk).

100. Despite technological advances, 55% of customers believe we will still need support agents for positive customer experiences (PWC).

Enhanced customer service with PlivoCX

Looking to level-up your customer service motion? Our modern cloud contact center offers a simple workspace for customer service teams that seamlessly combines your customer conversations with your existing systems.

Set up some time with us to share your business needs and get started with a free trial.

Other articles you might be interested in:

• Leadership Talk: The Modern State of Customer Support
• How to Deal with Angry Customers: 12+ Tips that Always Work
• Cloud vs. Traditional Contact Centers: 5+ Reasons to Embrace Cloud-based Technology

References:

• 15 Customer Self-Service and Experience Stats To Know (2020) – Vanilla Forum
• Emplifi Consumer Expectations Report
• Zendesk CX Trends Report 2022 – AI and automation
• Connect employee engagement with performance – Gallup
• Americans Have Increased Their Impulse Spending by 14% in 2022 Compared to 2021, According to Annual Survey Commissioned by Slickdeals
• Customer journey needs statistics
• Customer Onboarding Statistics 2020
• Customer Service and Business Results: A Survey of Customer Service from Mid-Size Companies
• Customer Service and Customer Experience Report
• Customer service is worse than ever and so is consumers’ rage
• CUSTOMERS 2020: A PROGRESS REPORT
• Employee Motivation in the United States
• Experience is everything: Here’s how to get it right
• Global State of Customer Service
• Global study: Consumer engagement best practices for 2020
• Local Consumer Review Survey 2020
• New Epsilon research indicates 80% of consumers are more likely to make a purchase when brands offer personalized experiences
• Prescription for Cutting Costs
• State of customer success
• STATE OF SERVICE
• The State of Customer Service in 2020
• The Value of Online Customer Loyalty and How You Can Capture It
• What Are Customer Expectations, and How Have They Changed?
• WHAT DRIVES BRAND LOYALTY TODAY
• What is the impact of customer service on lifetime customer value?
• Zendesk Customer Experience Trends Report 2020
• The State of Customer Service in 2022 [HubSpot Data]
• Salesforce Report: Nearly 90% Of Buyers Say Experience a Company Provides Matters as Much as Products or Services
• Zendesk CX Trends Report 2022 – Challenges
• Salesforce State of the Connected Customer 4th Edition
• Live Chat Exposes a Fatal Flaw in Your Go-to-Market
• Zendesk research: customer satisfaction
• Zendesk CX Trends Report 2022 – Growth Areas
• The social media customer service statistics brands need to know in 2022
• Forrester’s US 2022 Customer Experience Index: Nearly 20% Of Brands See Drop In Customer Experience Quality – Forrester

What is Toll Fraud?

Toll fraud is a type of telecommunications fraud in which unauthorized individuals or entities gain access to a private telecommunication system to make long distance, international, or premium rate calls without the knowledge or consent of the system owner. The motive is financial gain — criminals profit from the charges generated by these calls when they’re directed toward premium-rate numbers controlled by the fraudsters.

Business victims of toll fraud can face high phone bills. The Communications Fraud Control Association (CFCA) reports that in 2021, toll fraud caused $6.69 in global losses.

How to Use Geo Permissions to Control Toll Fraud?

Plivo can help protect your account from fraud by restricting the set of countries your account can call. If, for example, you intend to place calls to numbers in North America only, you can disable call routes to all other continents.

1. Managing Geo Permissions to Control Toll Fraud

To manage geo permissions, navigate to Voice > Geo Permissions on the Plivo console.

Here you’ll see a list of all countries. You can filter the list by selecting specific geographic regions or countries.

Geo permission configurations are applied immediately to all calls initiated via Plivo APIs and Dial XML.

2. Blocking Premium Numbers to Prevent Toll Fraud

You can also use geo permissions to block premium rate numbers — phone numbers that cost callers more than normal numbers. Area code 900 numbers in the US, for example, are premium rate numbers. Part of the premium charge is paid to the service provider, and that makes premium rate numbers easy to exploit for anyone whose numbers come from shady operators. These numbers can be exploited via traffic pumping, a type of toll fraud in which bad actors artificially inflate traffic to their premium rate numbers. When done across countries, this type of toll fraud is known as International Revenue Share Fraud (ISRF).

Most businesses never need to call premium rate numbers, so by default Plivo blocks calls to all phone numbers with high-risk prefixes as a way to prevent unwanted charges.

3. High-Risk Permissions for Toll Fraud Prevention

Plivo has identified thousands of premium rate and high-risk prefixes. You can export a list of these prefixes from the Voice > Geo Permissions > High-Risk Permissions screen of the Plivo console. Plivo regularly updates this list based on factors such as the rates associated with the premium numbers, call patterns, and third-party trends.

If you have a legitimate need to make calls to premium rate or high-risk numbers, you can request activation of high-risk permissions for your account or a particular subaccount by contacting our support team and providing them with details of your use case.

Strategies for Toll Fraud Prevention

You can take several steps to make it harder for criminals to take advantage of your account and your phone numbers for toll fraud. In addition to use geo permissions:

• On the Voice page of the Plivo console, keep an eye on the usage summary to identify unexpectedly high call volumes.
• In your applications, limit the number of calls going out to a destination number based on your use case. For example, suppose you’re sending out one-time passwords (OTP) for two-factor authentication. Most OTP use cases set a duration for which the OTP is valid. During this time, you can block calls triggered toward the destination number. For more generic use cases you can write logic to not make more than n calls per minute or per day. Calling limitation is use case-dependent, and you’re likely to be the best judge of how to implement it.
• Secure your authentication IDs and tokens. Don’t push code that includes authentication information to public repositories. For mobile applications, follow the best practices recommended by the mobile OS.

Winning the battle against toll fraud

By using the tools Plivo provides and following best practices, you can fight toll fraud and avoid illegitimate charges.

Sending political texts is an art that requires precision, timing, and compliance. If the term “10-digit long code” or 10DLC is giving you nightmares, then you’ve probably already encountered some roadblocks as a result of the changing regulations.

Making the 10DLC process as easy for our customers as possible has been a big focus for the Plivo team — we’ve even won some awards to prove it. Here’s a guide for 10DLC specific to political campaigns including how Plivo can help streamline the process for you.

Why political campaigns need 10DLC

Engaging voters via text is one of the most direct methods to get your message across. However, with the increasing scrutiny over unsolicited messages and the need for carrier compliance, it’s crucial to get on the 10DLC bandwagon to send bulk SMS in a compliant way.

The carriers introduced 10DLC to combat spam and maintain trust in the SMS channel. With higher throughput rates and better delivery reliability, 10DLC ensures your message doesn’t get flagged or blocked, which is essential in the fast-paced world of politics. Before you send your first message, however, you must register the long codes you use as 10DLC numbers.

A different kind of campaign

10DLC terminology refers to brands and campaigns — just keep in mind it’s a different kind of campaign.

• A brand is a business entity that a 10DLC number represents. In this case it’s the political organization, such as a political party, the campaign committees for candidates for federal, state or local office or a political action committee.
• A campaign represents the type of messages the brand intends to send. The terms “campaign” and “use case” are often used interchangeably. Brands may run campaigns of several types, including fundraising, volunteer recruitment, or event update texts.

How to get started with 10DLC at Plivo

It’s important to note that Plivo doesn’t have a way for you to register political campaigns from our console so you’ll need to take a few steps on your own first to get your political campaign registered.

Start with The Campaign Registry

An organization called The Campaign Registry (TCR) vets and approves 10DLC requests on behalf of carriers.

1. Visit The Campaign Registry’s site. Refer to their FAQ page to create a TCR account, then create a brand for your 10DLC campaign.
2. Next, obtain a token from Campaign Verify, the political vetting partner for The Campaign Registry, and import it to your brand on TCR. Campaign Verify validates that campaigns are what they say they are, then creates authorization tokens that signal to The Campaign Registry, wireless carriers, and service providers that the campaigns have been verified. See the Campaign Verify FAQ page for more information.
3. Once you’ve done that, create a political campaign on TCR, making sure to follow our 10DLC campaign registration guidelines so that telecom carriers don’t reject your campaigns.

Let Plivo take it from there

Submit a Plivo support ticket that includes your brand and 10DLC campaigns and ask us to import those campaigns to Plivo. When we do so, we’ll submit your SMS campaigns to the carriers. We’ll let you know when the carriers approve them, and then you can link numbers to your 10DLC campaigns and send messages using our SMS API. If a 10DLC campaign is rejected by a carrier, Plivo will share with you the reasons and our feedback; you can resubmit after addressing the issues. (Plivo can help if a messaging campaign is rejected for minor issues such as the phrasing of sample text messages, but not if you fail a carrier review for more substantive reasons, such previous violations on the part of your brand.)

The registration process can take two to three weeks, so plan accordingly. It’s also worth noting that Plivo customers on our discounted pricing agreements receive customized rates, guided onboarding, premium support, and a dedicated customer success manager assigned to your account.

Additional resources

Here’s a few additional resources that you may find helpful.

• 10DLC fee overview — Visit the fee section of our 10DLC product page for more information. Fees include a one-time setup fee and ongoing monthly recurring fees for every 10DLC campaign registered in addition to standard messaging costs and carrier surcharge fees.
• Consent requirements — Visit the consent section of our political texting guide for an overview on gaining consent and requirements for what to include in your messages.
• Best practices — Visit our blog to learn more about examples and best practices to drive engagement with political texting.

In addition to 10DLC, Plivo also offers toll free and short code numbers, MMS, and voice call options for political use cases. Contact our sales team and include “political campaign” in the Detailed Requirements field along with your campaign website’s URL. Be sure to also indicate your expected monthly volume, so we can discuss our discounted pricing agreements with you if you’ll be sending a million or more messages a month.

Happy campaigning!

Within a Cloud Contact Center where hundreds, if not thousands, of tickets flow in, managing angry customers isn’t a simple task.

Successfully navigating these situations, however, plays a critical role in fostering customer loyalty and reducing friction.

Dealing with Angry Customers

Imagine you’re a customer support agent in a bustling Cloud Contact Center. The phone rings, and on the other end is a disgruntled customer, venting about an unresolved issue they’ve faced multiple times. The pressure is on to pacify them and find a solution, all while maintaining the image and reputation of your company.

To sail smoothly through the stormy waters of customer complaints, we must take a look at what makes a customer angry in the first place.

What Makes a Customer Angry?

Every customer is different, with unique preferences and pain points. However, there are some common threads that seem to ignite frustration among the majority.

Understanding these can give agents a proactive edge in tackling issues even before they escalate. Here are some typical triggers:

1. Unresolved issues: When a customer faces the same problem repeatedly without a clear resolution, it can lead to mounting frustration.
2. Long wait times: We’ve all been here — nobody enjoys waiting, especially when they need immediate assistance. For customers seeking urgent support, prolonged waiting periods can heighten their agitation.
3. Miscommunication: When promises don’t match deliverables, it’s a recipe for disappointment. Miscommunication can stem from ambiguous terms, misinformation, or even language barriers, leading to a mismatch in expectations.
4. Feeling undervalued: Every customer, regardless of the size of their purchase or the frequency of their engagement, wants to feel important and valued. If they sense indifference or a lack of respect, it can rapidly sour their experience.

Understanding these triggers and the underlying concerns of your angry customer is a crucial step toward resolution.

How to deal with angry customers: 12 tips

Now that we’ve covered why your customers might be angry to begin with, we must take a look at how to resolve their frustrations.

Fortunately, there are time-tested and proven methods for dealing with upset customers that can turn a negative customer experience into a positive customer experience.

Tip #1: Listen Actively The foremost step is to listen. More than a solution, sometimes the customer just wants to be heard. Let them share their grievances without interruptions. For example, say, “I apologize and understand your concern. Please tell me more about your issue, so I can best help you.”

Tip #2: Empathize with Their Situation Show genuine concern for their issues. A simple statement like, “I’ve been there,” or, “I can imagine that was frustrating,” can bridge the gap between the company and the customer.

Tip #3: Stay Calm and Professional No matter how heated the situation, maintain your cool. Responding with calm reassures the customer. Instead of saying, “You’re wrong,” you might say, “Let’s find out what went wrong.”

Tip #4: Use Positive Language Focus on what can be done rather than what cannot. Instead of “We can’t immediately process your refund,” say, “We will process your refund within 48 hours.”

Tip #5: Offer Solutions, Not Blame Shifting the blame doesn’t help. Focus on finding a viable solution for the customer. Offer them a workaround if an immediate solution isn’t available.

Tip #6: Apologize Sincerely An honest apology can go a long way. “I’m truly sorry for the inconvenience you’ve faced,” conveys empathy and acknowledgment.

Tip #7: Offer Follow-Up Check-ins After resolving an issue, make a note to follow up with the customer after a day or two. This shows proactive concern and might prevent future grievances.

Tip #8: Stay Informed Know your product or service inside out. If you’re unsure about something, tell the customer, “Give me a moment. I’ll find out for you.”

Tip #9: Offer Alternative Solutions If a direct solution isn’t possible, offer alternatives. “Although X isn’t available right now, may I suggest trying Y?”

Tip #10: Stay Patient and Don’t Take Offense It’s essential to remember that the customer isn’t angry with you, but with the situation. Patience can help in understanding the core issue better.

Tip #11: Seek Feedback Post-resolution, request feedback. Simply asking “Is there anything else I can help you with?” or “How can we serve you better next time?” can provide key insights.

Tip #12: Document the Interaction Ensure that every interaction is logged and available for review down the line. This will help in future communications and will serve as a reference for recurrent issues.

More tips for dealing with angry customers

Bonus Tip #1: Avoid Over-Promising It’s crucial to set realistic expectations. If you cannot guarantee a resolution within a specific timeframe, don’t promise it. Instead, give a timeframe you’re sure you can meet, and if possible, try to exceed that expectation.

Bonus Tip #2: Use Their Name Personalize the conversation by using the customer’s name during the interaction. This small touch can make the conversation feel more human and let the customer know they’re not just another ticket number.

Bonus Tip #3: Continuous Training The world of customer service is constantly evolving. Regularly train your team on new tools, techniques, and soft skills. This ensures they’re always prepared with the latest knowledge to handle a variety of situations.

Reduce Customer Friction to Create Loyalty

Resolving a customer’s issue promptly can transform their experience from frustrating to fantastic. It’s all about the approach and perspective. A satisfied customer not only sticks around but also becomes a brand ambassador, spreading positive word-of-mouth.

Conclusion

Dealing with angry customers can be challenging, but with the correct approach, it can be turned into an opportunity to cultivate customer loyalty. Patience, empathy, and a problem-solving mindset can provide even the most irate customer with a positive customer experience.

Looking to level-up your customer service motion? Our cloud contact center offers a simple workspace for customer service teams that seamlessly combines your customer conversations with your existing systems.

Set up some time with us to share your business needs and get started with a free trial.

Other articles you might be interested in:

• How to Reduce Customer Friction and Remove Common Hurdles
• Leadership Talk: The Modern State of Customer Support
• Simple Ways to Improve the Ecommerce Customer Experience

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