Truecaller for Business: Boost CX with Verified Caller ID

Creating a healthy customer experience (CX) score heavily depends on smooth communication between a business and its customers. Communication gaps can arise even from simple issues like high call bounce rates. A study found that unknown or automated calls from businesses experience an 87 percent bounce rate, illustrating how poor calling campaigns and anonymity can hurt CX.

Businesses struggle to solve customer queries, receive feedback, and share important information when customers mark their calls as spam. Phone calls offer one of the most direct and high-context ways to gauge customer experience and resolve issues quickly. Truecaller for Business helps maintain successful calling practices by removing anonymity and reducing spam marking, so your teams reach customers with clarity, context, and trust.

When customers instantly recognize who’s calling and why, they are more likely to pick up, engage, and complete the intended action—be it a service update, order confirmation, payment reminder, or support follow-up. This shift from anonymity to authenticity improves connect rates and compresses time-to-resolution, which directly supports better CSAT and NPS outcomes.

“This shift from anonymity to authenticity improves connect rates and compresses time-to-resolution, which directly supports better CSAT and NPS outcomes.”

With Truecaller Business Solution:

• Organizations eliminate anonymity from their caller ID, providing full transparency. A verified business profile—with brand name, logo, and call reason—reduces hesitation and builds credibility before the customer answers the call. A solid identity and clear agenda impart confidence to the receiver and significantly improve call pick-up rates, boosting communication and enhancing CX across use cases like deliveries, appointments, collections, onboarding, and service reminders.
• Businesses must capitalize on answered calls through genuine interactions to avoid getting marked as spam. Pick-ups are only the start. Train agents to introduce themselves clearly, confirm context, and resolve queries quickly. Keep calls relevant, respect contact preferences, and avoid over-dialing. Align outreach with customer consent and timing windows, and follow through with concise, action-oriented conversations so customers perceive value—reducing the likelihood of spam reports.
• Truecaller for Business provides actionable insights via its dashboard so teams can analyze campaign performance beyond surface metrics. Track pick-up rates across segments, monitor call outcomes, and test call reasons and timing. Use these insights to prioritize high-intent cohorts, refine scripts, and orchestrate follow-up via verified messages or chat. As results stabilize, incremental changes—like adjusting outreach windows or tailoring call reasons—help break through plateaus in customer experience and engagement.

Additional Features and Benefits:

• Verified Caller ID adds identity, trust, and context to business calls, helping establish brand presence and drive customer loyalty. Display your brand name and logo, and include a clear reason for calling to reduce uncertainty. This makes critical calls—such as fraud alerts, delivery coordination, and service confirmations—more effective and less intrusive.
• Verified Message ID adds identity to SMS campaigns to build trust and increase brand awareness. Branded messages stand out in crowded inboxes and help customers quickly recognize legitimate updates, OTPs, and promotions. Pairing verified calls with verified messages supports consistent, low-friction customer journeys.
• Brand Protection proactively defends against impersonation fraud to safeguard brand assets and strengthen customer trust. By limiting spoofing and lookalike identities, customers feel safer engaging with your communication, which in turn reduces confusion, disputes, and escalations to support.
• Verified Campaigns offer hyper-personalized digital experiences, quick integration, and multiple template styles to enhance customer engagement. Use rich templates to deliver time-sensitive updates and contextual nudges that prime customers before a call or provide a seamless follow-up after one.
• Business Chat enables rich media conversational experiences with smart notifications for better customer interaction. Share order summaries, maps, quick-reply options, and support links so customers can complete tasks without friction. When appropriate, escalate from chat to a verified call for faster resolution.
• Number Intelligence delivers predictive signals on customer intent and behavior, aiding risk management and growth. Use these signals to prioritize outreach, adapt call cadences, and focus agent time on high-propensity contacts while protecting customers from risky scenarios.

Truecaller for Business is aimed at protecting brands and consumers from fraud and impersonation while enhancing contact center efficiency and reducing support costs. It has seen adoption across various industries like service, logistics, marketing, and fraud management in 32 countries. The combination of verified identity, contextual communication, and performance insights makes calling programs more effective and customer-friendly.

To translate better reach into better experience, teams should embed a few operational best practices:

• Craft concise call reasons that mirror the customer’s context—reference a recent order, ticket, or appointment to signal relevance instantly.
• Time outreach around customer availability windows, and stagger retries to avoid clustering calls that feel intrusive.
• Limit call attempts, and switch to verified messages or business chat for non-urgent follow-ups to respect preferences.
• Keep scripts outcome-focused: state the purpose, confirm identity, and present clear next steps; then conclude promptly.
• Review dashboard insights weekly to tune campaigns, test variants, and roll out what works across teams.

Truecaller’s verified identity and context also help frontline agents. Reduced skepticism at answer-time means agents spend less time convincing customers they are genuine and more time solving the actual issue. This shortens average handle times, improves first-contact resolution, and reduces escalations—all of which feed into a stronger CX.

For sensitive use cases such as collections, healthcare reminders, or financial services, verified identity is especially important. Customers are increasingly cautious about sharing information over the phone. When your brand is clearly presented and the reason to call is transparent, customers can make informed decisions about engagement, which improves response quality and protects both parties.

Truecaller for Business works best in an omnichannel journey. For example, send a verified message that confirms an appointment or delivery window, then place a verified call to coordinate the final step. If the customer misses the call, follow up with a business chat prompt containing quick actions like “Reschedule,” “Confirm,” or “Talk to an agent.” This interplay reduces friction and ensures customers always have a trusted path to complete their tasks.

Operationally, governance matters. Keep call lists clean, remove invalid or unresponsive numbers, and honor opt-outs. Align outreach with local regulations and fair use policies to maintain long-term trust. Consistency across teams—support, sales, logistics, and collections—reinforces the same high bar of authenticity and relevance that customers expect from your brand.

By integrating Truecaller’s Verified Business Caller ID in platforms like Ameyo by Exotel’s outbound dialer, businesses can improve outbound call connect rates, as consumers better trust calls identified with verified brand information, avoiding the noise of spam calls. This integration allows you to orchestrate verified outreach at scale, route to the best available agent, and coordinate follow-ups through verified messages or chat—all from a single, cohesive workflow. The result is fewer missed connections, smoother conversations, and a measurable uplift in customer satisfaction.

Finally, the insights layer brings the program full circle. With campaign-level and number-level analytics, you can identify which call reasons resonate, which time slots perform best, and which customer cohorts prefer chat or messages over calls. Feed these learnings back into your dialer strategies, scripting, and channel mix. Over time, the system becomes more efficient and customer-centric, meeting people where they are with the right identity, the right message, and the right moment.

Conclusion

Truecaller for Business transforms phone outreach from unknown to trusted, enabling brands to connect faster, converse better, and resolve more with less friction. By eliminating anonymity, adding verified identity across calls and messages, and equipping teams with actionable insights, businesses can reduce spam perceptions, increase pick-up rates, and deliver the kind of seamless experiences customers expect. Paired with an orchestrated outbound setup like Ameyo by Exotel’s dialer, Truecaller for Business helps convert every call into a credible, context-rich interaction—improving customer trust, strengthening brand reputation, and elevating CX across the journey.