First Orion, a provider of call branding services, recently found in a blind survey that most consumers won’t answer a call from an unknown number as scam phone calls continue to rise. | Stock Photo
First Orion, a provider of call branding services, recently found in a blind survey that most consumers won’t answer a call from an unknown number as scam phone calls continue to rise. | Stock Photo
A recent survey from Little Rock-based communication transparency solutions firm First Orion revealed that while most cell phone users prefer to have their insurance provider contact them by calling their cell phone, the majority of them have had problems with missing calls from an insurance provider because they did not recognize the phone number.
The blind consumer survey of mobile phone users was conducted by First Orion with a focus on customer service preferences and pain points, according to a First Orion press release.
"Quite often when consumers reach out to their insurance provider, they have urgent questions or concerns that require personal attention, topics they prefer to speak directly to their provider about," Viki Zabala, First Orion chief marketing officer, said in the release.
However, when the phone number being used by the company doesn’t show up on caller ID as the company it is from, it can create problems, according to the release.
"Providers are tasked with answering consumer questions in a timely manner and keeping customer information safe and secure,” Zabala said in the release. “But instead, they put consumers at risk by not identifying themselves at the outset of a phone call – especially when spam calls are at an all-time high."
Approximately two-thirds of survey respondents said that they prefer conducting business with their insurance providers over the phone, and phone calls were rated as being more secure for taking care of such matters than either online or mobile applications, according to the release.
At the same time, a separate report by First Orion found that as many as 95% of mobile phone users received a scam call in 2020, an increase over 89% of mobile phone users in 2019, according to the release. That decreases the likelihood that consumers will pick up a phone call from an unrecognized number.
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