Caller ID, also called CLI (calling line identification), is the number the called party sees when their phone rings. For a contact center it is the first thing a prospect or customer sees, and it weighs heavily on whether they pick up.
Rules in European countries follow the same lines:
- The number shown must be one you hold or are authorized to use. Showing someone else's number (spoofing) is prohibited.
- In several countries, including Belgium, the number shown must also be reachable for return calls.
- Carriers in several countries block calls from abroad that improperly present a national number.
The number you show also affects answer rates. A number from the called person's own country, with a clean caller ID reputation, is more likely to be answered than an unknown or flagged one.
In OVOKY, campaigns can present numbers from a pool of your own phone numbers, rotated round-robin or at random with caller ID rotation, and agents can also use a custom caller ID.