Mobile Masking For Businesses
With 83% of Australian organisations experiencing a cyber attack in 2023, it’s never been more important for local businesses to protect their phone numbers.
Not only is there a need to safeguard data from a business security standpoint, but there is now a rising expectation among Australian consumers that businesses protect their personal data.
That’s where mobile masking comes in handy.
As a business, you can learn how to leverage this call feature to improve the privacy of your staff and customers, while boosting customer engagement. It’s a win-win for everyone.
Read on to learn more about:
- What call masking is
- How important is it for businesses
- Different types of call masking
- Why it might benefit your business
- The difference between mobile masking and a local number
- The use case for mobile masking
What is Mobile Masking?
Mobile masking – also known as call masking, cloaking or anonymising communications – is a call feature that anonymises communication by hiding both parties’ phone numbers.
So instead of dialling directly from phone to phone, users communicate via a third party (“proxy”) that forwards the call to the eventual destination.
Ultimately, mobile masking allows both parties to communicate securely and safely.
How is Mobile Masking Important For Businesses?
In a time of rampant cyber crime and increasingly nervous consumer sentiment, it’s important for businesses to show that they’re willing to take responsibility for protecting customers’ privacy.
Mobile masking helps improve the security of both the caller and the agent by concealing their numbers and anonymising their interactions. This means that neither business nor recipient needs to share their personal information.
The different Types of Call Masking
Call masking can take various forms on mobile phones, and which type is right for your business will depend on what you intend to use it for.
Call Masking for Businesses
This type of mobile masking automatically replaces your phone number with a randomly generated one or one of your choosing.
Given that recipients are less likely to answer calls from outside their local area, it’s common practice for businesses to use call masking with a local number specific to the recipient’s location (also known as “area code masking”). This helps to provide a sense of locality and establishes credibility.
Businesses may opt for this type of mobile masking as it’s specifically tailored to business use, meaning companies can meet multiple operational, financial and customer service needs at once.
In-App Call Masking
In-app call masking is particularly beneficial for businesses that need to connect multiple parties – such as dating companies, delivery companies or ride-shares.
This type of mobile masking works within a specific application. Many known apps like Uber use this feature to help protect private personal information and add an extra layer of safety for both parties that engage with the platform.
Rather than connecting with users directly, in-app call masking routes calls and even messages through an API. This API means there’s a third-party phone number that will automatically conceal the contact details of both the sender and receiver. This helps to anonymise the whole communication process.
In-app call masking works to keep customers and employees safe.
Temporary or Permanent Masking
While temporary masking uses a proxy number for a limited amount of time (often for specific transactions) permanent masking provides a long-term alternative number.
Temporary masking works by dialling #31# followed by the number you want to call. This displays your number as “private”, “unknown” or “restricted”.
Call-by-call Masking
Call-by-call masking allows users to conceal their phone number on a per-call basis.
Once the call ends, the temporary number is usually deactivated or returned to a pool for future use.
Benefits of Mobile Masking
For a business, mobile masking involves multiple benefits for both the company and its customers.
Protects Privacy
Perhaps one of the most significant benefits of mobile masking for a business is the protection of privacy that it offers.
With data privacy being a primary concern for customers who are increasingly fearful of cyber attacks and data breaches, mobile masking provides a safe workaround.
Masking your business number helps protect customer data and give them reassurance that their data won’t be shared.
Boost Customer Engagement
Consequently, this perception of security often incentivises customers to engage with your business more freely.
Not having to share their personal number can boost customers’ trust and the value they place on your business.
On the flip side, displaying local numbers that are recognisable can help increase a business’s call answer rate. Businesses that engage in programmable outbound display – a form of mobile number masking where the business customises the caller ID number displayed when making outbound calls – protect both staff and customers.
Streamline Operations
Mobile masking also offers businesses the chance to streamline operations.
It allows your business to establish a local presence from anywhere in Australia, and discounts the need for physical offices in multiple locations. This can help to unify your brand identity across remote teams, and gives employees the freedom to work from wherever.
How is Mobile Masking Different From a Local Number?
Mobile masking and local numbers differ in several ways.
Ultimately, the type of business phone number you choose will depend on factors such as your business’s needs, privacy requirements, operational considerations and costs.
| Key Differences | Mobile Masking | Local Numbers |
|---|---|---|
| Number format and perception | Often uses temporary number starting with ‘04’ or ‘05’ | Uses a geographic landline number |
| Geographic Association | Not tied to any specific location | TIed to a certain geographic area with codes that reflect this (e.g. 03 for VIC or TAS) |
| Privacy | Provides privacy protection and security for both caller and recipient | Easy to trace and identify the caller’s location |
| Flexibility | Can be flexible/portable across locations | Tied to specific locations and are therefore less portable |
| Costs | Often more cost-effective - particularly for short term scenarios. Potential for lower setup and maintenance fees. Call costs are generally shared by the caller and the business. | May have higher setup and monthly fees. Costs depend on whether the call was made from a landline or a mobile - with mobile incurring higher rates. |
Use Cases for Mobile Masking
Call masking is particularly useful for businesses in fields like:
- Ride-sharing – Mobile masking provides rideshare customers with assurance that their personal number wont be shared with their driver. This allows both parties to locate each other with peace of mind
- E-commerce – Mobile Masking can help in delivering e-commerce packages safely. In the case that the deliverer needs to call the customer, they can do so without revealing their number. Conversely, the customer can call back without revealing theirs.
- Healthcare – Healthcare providers may use mobile masking to protect the privacy of both the practice and patients. Once the consultation or call is complete, the number may be deactivated.
- Delivery Services – Provides delivery teams the ability to contact their customers without displaying their personal numbers, or requiring new or additional phones or sims.
- Finance – Mobile masking assists finance professionals by allowing them to contact their customers and discuss finances without displaying their personal mobile number. Also, the number used to mask the personal mobile can be called back by the customer and programmed differently to a direct mobile call.
Mask Your Mobile and Reap The Benefits With Teleca!
With the steady rise in cyber crime and the corresponding concern from customers about their data privacy, mobile masking can be a quick win for many businesses.
Teleca offers business phone number plans – from 1300, 1800 and virtual local numbers – that are affordable, effective and empowering. We believe in providing support and guidance for businesses in any industry – equipping them with the necessary tools to grow.
As a business that’s committed to extensive R&D and intelligent analytics, we have the expertise to back it up. Explore how you can mobile mask and reap the benefits. Contact Teleca today!
Frequently Asked Questions
What is the difference between 1300 and 1800 numbers?
The main difference comes down to who pays for the call. When a customer dials your 1800 number, the call is completely free for them from any Australian landline or mobile. With a 1300 number, the caller pays a standard local call rate, and your business covers the rest. Both options give your business a professional, nationwide presence while keeping your personal mobile number private.
What are the costs associated with mobile masking services?
The cost of mobile masking usually depends on your provider and the specific features you need. Most services charge a monthly subscription fee, plus standard call rates for the routed communications. It’s generally a very cost-effective solution, especially when compared to buying separate work phones or dedicated SIM cards for your entire team. Get in touch with us for a tailored quote.
Are there any alternatives to mobile masking for protecting privacy?
If you’re looking to protect your privacy without mobile masking, you could use a dedicated business landline. Another basic alternative is blocking your caller ID by dialling #31# before making a call. However, masking is usually the most seamless option if you want to maintain two-way communication without handing out personal mobile details.
Can mobile masking be used for personal use as well?
Absolutely! While it’s incredibly popular for businesses, everyday Aussies can use mobile masking too. It’s a handy tool if you’re selling items on online marketplaces like Gumtree or Facebook, organising community events, or just want to keep your personal number private when dealing with new contacts. It gives you an extra layer of security and peace of mind in your day-to-day life.
What are the legal considerations for using mobile masking in Australia?
In Australia, using mobile masking is perfectly legal, provided it’s not used for deceptive, fraudulent, or malicious purposes. Businesses must still comply with the Privacy Act 1988 and the Spam Act 2003 when contacting customers. It’s all about protecting privacy and data, so as long as you’re using the technology ethically and transparently, you’ll be on the right side of the law.
How does mobile masking integrate with existing communication systems?
Mobile masking integrates smoothly with most modern business setups using an API (Application Programming Interface). This means the masking technology can be plugged directly into your existing CRM, mobile apps, or dispatch software. When your staff make a call through your business platform, the API automatically routes it through a proxy number, keeping everything secure without changing your team’s daily workflow.
What are the security implications of using mobile masking?
Mobile masking significantly boosts your security by ensuring personal phone numbers are never exposed to third parties. Because calls are routed through a secure proxy server, it prevents bad actors from harvesting contact details for spam, scams, or identity theft. It’s a brilliant way to safeguard your staff and customers, ensuring all communications remain strictly confidential and protected from cyber threats.
How can I measure the effectiveness of mobile masking for my business?
You can easily measure its success by diving into your call analytics. Look at metrics like your call answer rates, average call duration, and customer feedback. Since people are more likely to answer a local or recognised number, you should see a solid bump in engagement. Tracking these stats will help you see exactly how masking is improving your team’s productivity and customer trust.
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