What are Branded Calls?
Branded calls help businesses make their outbound calls instantly recognisable by displaying the company name on the customer’s mobile phone. This means a customer might see “NSL Telecoms – Customer Services” along with 0345 678 6646, as opposed to just a phone number.
When customers receive a call from an unfamiliar number, they may ignore it because of concerns about spam, fraud or nuisance calls. When businesses take the step of adding their company name, and even their department, to outbound calls, answer rates improve as they give customers context before deciding whether to answer.
Benefits for your business
Branded calls also builds customers confidence and reassures them that a call is legitimate and not fraudulent. It introduces your business to the customer, so when they answer, they know who they’re talking to. It also means that if they cannot answer the call at that time, their call history will show who tried to call.
Whilst branded calls cannot guarantee that every call will be answered, clear identification gives customers greater peace of mind and more reason to answer the call
How does it work?
Your business identifies the telephone number(s) it wants to register. These can include geographical numbers, 0345 numbers, mobile numbers or other business-owned numbers.
The approved numbers are registered with participating mobile networks. When one of those numbers is presented on an outgoing call, the network can add the agreed company name and call-purpose label.
The telephone number remains visible; the branding provides additional information. There is no need to make any changes to your current phone system, and no need to engage with your current provider.
Call NSL Telecoms today to discuss your requirements and find out how Branded Calls could work with your existing phone setup.
Q&As
Do we need to change our phone system?
No. Branded Calls works alongside your existing telephone arrangements.
You should not need to make changes to your phone system, switch providers, or move to a different platform. The service works with businesses using Microsoft Teams, Zoom, office telephony, mobile phones or home-working arrangements.
The key requirement is that the numbers are owned or legitimately used by your organisation and can be presented on outgoing calls.
Can we register multiple numbers?
Yes, businesses may be able to register several numbers under one company identity or use different labels for different departments.
For example, an insurance company could display:
- Customer Services.
- Claims Team.
- Renewals.
- Complaints.
This also makes missed calls more meaningful, as customers can see which part of the business contacted them.
Can customers still block the call?
Yes. Branded Calls do not override a customer’s phone contacts or settings.
If someone has already saved your number, their own contact name will take priority. Customers can also continue to block or reject calls normally.
The purpose of Branded Calls is to improve recognition – not to remove customer choice.
Is the service secure – what if someone else uses our company name?
Businesses need to verify their identity, demonstrate legitimate use of the telephone numbers and confirm the purpose of their calls before the system can be implemented. There is a strict code of conduct and vetting policy in place.
These checks help reduce the risk of organisations falsely presenting themselves as another business. Branded Calls can help support your fraud-prevention procedures.
Which networks are supported?
Currently, Vodafone, EE, and O2 support branded calling, which is around 70% of mobile calls in the UK. Three should come on board in the first quarter of 2027.
How can we get started?
Call 0345 678 6646 to talk to NSL, and we can walk through the process.
The process normally involves:
- Reviewing your existing numbers.
- Confirming ownership or legitimate use.
- Agreeing the company name and call-purpose labels.
- Checking expected coverage and call volumes.
- Confirming pricing and implementation.
- Registering the approved numbers.