Does your call centre struggle with low answer rates and frustrated customers? You’re not alone. The average call answer rate has dropped to just 46% in 2024, meaning more than half of your calls go unanswered. But what if there was a simple way to reach customers before, during, and after calls?
Branded SMS is changing how call centres communicate. Instead of relying only on phone calls, smart call centres now use text messages with their company name and logo to boost response rates by up to 300%.
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What Is Branded SMS?
Branded SMS (also called Rich Communication Services or RCS) is a text message that shows your company name, logo, and verified business information. Unlike regular texts from random numbers, branded SMS messages are instantly recognizable.
When customers see a message from “XYZ Company” instead of “(555) 123-4567,” they’re 5x more likely to open it. The blue verified checkmark tells them it’s legitimate, not spam.
Why Do Call Centres Need Branded SMS?
Traditional calling faces three major problems:
Low answer rates – People ignore unknown numbers because of spam calls. In 2024, Americans received over 55 billion robocalls, making everyone suspicious of unfamiliar numbers.
No context – When someone misses your call, they have no idea why you called or if it’s important.
Poor timing – You might call when customers are busy, in meetings, or unable to talk.
Branded SMS solves all three issues by giving customers context, flexibility, and trust.
How Does Branded SMS Improve Call Centre Operations?
Pre-Call Notifications
Send a text before calling: “Hi John, this is ABC Services. We’ll call you in 5 minutes about your appointment. Ready to talk?”
This simple message increases answer rates by 40-60% because customers know who’s calling and why.
Missed Call Follow-Ups
When calls go to voicemail, automatically send: “You missed a call from ABC Services about your order #12345. Reply YES to schedule a callback, or call us at 555-0100.”
Recovery rates jump from 15% to 65% with this approach.
Appointment Reminders
Send automated reminders 24 hours before scheduled calls: “Reminder: Your consultation with ABC Services is tomorrow at 2 PM. Reply CONFIRM or RESCHEDULE.”
No-show rates drop by 30-50%.
Two-Way Conversations
Customers can reply to your messages with questions or reschedule requests. Your agents see these responses in real-time and can handle multiple conversations efficiently.
One agent can manage 6-8 SMS conversations while making calls, dramatically improving productivity.
What Are the Benefits for Telemarketing Teams?
Higher Contact Rates
Telemarketing teams using branded SMS report 2-3x more successful conversations. The SMS-first approach warms up leads before dialing.
Better Lead Qualification
Send a quick message: “Hi! We have a special offer on home security. Interested? Reply YES for details or NO to opt out.”
Only call the people who respond “YES.” This saves time and focuses efforts on interested prospects.
Reduced Call Fatigue
Cold calling is exhausting. Mixing SMS with calls gives agents variety and reduces burnout. Happy agents perform better.
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How Do You Set Up Branded SMS for Your Call Centre?
Step 1: Choose a Branded SMS Platform
Look for platforms that offer RCS messaging, sender verification, and call centre integration. Popular options include Klozer, Twilio, and Sinch.
Step 2: Register Your Business
Complete brand verification with your phone provider. This process takes 3-5 days and requires business documentation.
Step 3: Create Message Templates
Write templates for common scenarios:
- Pre-call notifications
- Missed call follow-ups
- Appointment confirmations
- Customer service updates
- Payment reminders
Step 4: Integrate with Your Dialer
Connect your SMS platform to your call centre dialer. Most modern dialers support API integration.
Step 5: Train Your Team
Show agents how to send messages, handle replies, and switch between calls and texts smoothly.
Step 6: Test and Launch
Run a pilot program with 20-30% of calls. Track answer rates, customer satisfaction, and agent feedback before full rollout.
What Results Can Call Centres Expect?
Real call centres using branded SMS report impressive improvements:
- Answer rates increase 40-70% – More customers pick up when they know who’s calling
- Customer satisfaction scores rise 25-35% – People appreciate the heads-up and flexibility
- Agent productivity improves 30% – Agents reach more people in less time
- Complaint rates drop 20% – Fewer “stop calling me” interactions
- Revenue per agent increases 15-25% – More conversations mean more conversions
A mid-size insurance call centre using branded SMS increased their contact rate from 38% to 64% in just three months, resulting in $480,000 additional revenue.
What Tools Work Best with Branded SMS?
Auto-Dialers
Modern auto-dialers like Five9, Genesys, and Talkdesk integrate seamlessly with SMS platforms. Agents can send texts with one click while dialing.
Customer Databases
Connect your customer data to personalize messages. Include names, account numbers, and specific details to build trust.
Analytics Platforms
Track which messages get the best response rates. Adjust timing, wording, and frequency based on data.
Scheduling Tools
Automated systems send reminders and follow-ups without agent involvement, freeing up time for actual conversations.
How Much Does Branded SMS Cost?
Pricing varies by provider and volume:
- Setup fees: $0-500 (one-time brand registration)
- Monthly platform fees: $50-300 per user
- Per-message costs: $0.01-0.05 per SMS
- RCS messages: $0.02-0.08 per message
For a 20-agent call centre sending 10,000 messages monthly, expect total costs of $500-1,500 per month.
The return on investment is typically 300-500% due to increased contact rates and productivity.
When Should You Send Branded SMS Messages?
Best times to text:
- Tuesday-Thursday, 10 AM-2 PM – Highest open rates (68%)
- Avoid early mornings (before 9 AM) and late evenings (after 8 PM)
- Send pre-call texts 5-15 minutes before dialing
- Follow up missed calls within 2 hours for best response
Message frequency:
- Limit to 2-3 messages per customer per week
- Always include opt-out options
- Respect customer communication preferences
What Are Common Mistakes to Avoid?
Using unclear sender names – “Info” or “Alerts” confuse customers. Use your actual company name.
Writing long messages – Keep texts under 160 characters. Be clear and direct.
Ignoring replies – Have agents ready to respond within 15 minutes during business hours.
Sending too many messages – Excessive texting annoys customers and increases opt-outs.
Forgetting compliance – Follow TCPA regulations. Get consent before texting and honor opt-out requests immediately.
How Does Branded SMS Compare to Regular SMS?
| Feature | Regular SMS | Branded SMS |
| Sender display | Phone number | Company name + logo |
| Trust level | Low (often ignored) | High (verified badge) |
| Open rate | 40-50% | 85-98% |
| Character limit | 160 | 160+ (RCS allows more) |
| Media support | Limited | Images, buttons, carousels |
| Cost per message | $0.01-0.02 | $0.02-0.08 |
Branded SMS costs slightly more but delivers 2-3x better results, making it more cost-effective overall.
Conclusion
Branded SMS transforms call centre communication by combining the reach of phone calls with the convenience of text messaging. Your customers get context, your agents reach more people, and your business sees higher satisfaction and revenue.
The shift from cold calling to warm, branded communication isn’t optional anymore—it’s necessary. Call centres that adapt will thrive. Those that don’t will watch their answer rates continue dropping.
Start small with one campaign, measure results, and scale what works. Your customers are ready for better communication. Are you?
Stop Losing Customers To Unanswered Calls. See How Klozer’s Branded SMS Gets You Better Results In Days, Not Months. Visit Us [www.klozer.io]
