Local Presence Dialing

What is local presence

Local Presence is a feature that ensures the dialer selects business numbers with local area codes matching the contacts’ numbers. A Software Advice survey found that people are nearly four times more likely to answer calls from local numbers than from toll-free or out-of-state ones, making Local Presence a powerful way to increase connection rates in outbound call center campaigns.

Why local presence matters for call centers

Local Presence isn’t just about answer rates. Here are more benefits your team will notice right away:

• Higher credibility: Customers feel more comfortable picking up a local call.
• Less agent downtime: More connections mean fewer wasted dials and idle time, especially when you use the Preview dialing mode.
• Smarter operations: Your campaigns run more efficiently when the system chooses the optimal number.
• Better brand image: Customers are less likely to perceive your calls as spam, which helps to protect number reputation

How local presence works in MightyCall

Selection logic

When the feature is enabled, before making an outbound call, the system tries to find an exact area-code match. If no exact match exists, it selects a number with an overlay area code that covers the same region. If neither an exact nor overlay match is available, the dialer falls back to any business number selected in the campaign settings.

Coverage visibility

The Record list step displays a Coverage score that indicates how many unique contact area codes are covered by the selected business numbers, including both matched and overlaid area codes. Scores are color coded: 0–59% appears in pink, suggesting the need to purchase additional local numbers to match more contacts, while 60–100% appears in green, showing that most numbers in the list have a match and the campaign is likely to achieve strong results.

Purchasing additional numbers

When the Coverage score shows uncovered area codes, MightyCall highlights the missing codes in the Uncovered list, grouped by state.

To improve campaign performance, new numbers can be purchased directly:

• From the campaign wizard: click the “Plus” button next to business numbers to open the Numbers section and add the required codes.
• Directly from the Numbers tab.

Adding these numbers raises the Coverage score, expands local matches, and improves connection rates.

How to set it up

Local Presence is configured directly in the campaign wizard:

• Step 1 – General settings. The Local Presence feature is automatically enabled once at least one business number is selected.
• Step 2–3 – Continue setup. Complete the campaign parameters as usual.
• Step 4 – Record list. Review the Coverage score to see how well your selected numbers align with the record list’s contacts’ area codes.
• Add missing numbers if needed. If coverage is low, click the “Plus” button next to the business number list to add additional local numbers.

Use Case: AO Globe Life

AO Globe Life is a major provider of insurance services, supporting clients and union members across Canada. Operating in multiple provinces means their agents must reach customers in regions with different area codes, and having the right numbers is critical to ensure calls are answered.

Vanessa Forouzan, General Manager at AO Globe Life, explains how MightyCall’s Local Presence supports their outreach:

“For the insurance agents, it makes a big difference. For example, I’m in Canada and work in different provinces. I’m in BC, so my cell phone has a BC number, but I don’t have Alberta, Ontario, Manitoba, Saskatchewan. Those area codes are really important. The reason why is because if I’m calling those areas, the pickup ratio is much higher on a number that’s in the local area compared to another province.”

This experience is not unique to insurance. Most businesses today operate across multiple regions and area codes, whether in sales, financial services, real estate, or healthcare, and Local Presence ensures that outbound campaigns in any industry can connect more effectively.

Benefits of MightyCall Local Presence

Key benefits of MightyCall’s Local Presence include:

• Overlay support. When an exact area code is not available, the system uses overlay codes that cover the same region, maintaining a local appearance.
• Fallback protection. If neither exact nor overlay matches are available, the dialer can still use other campaign numbers, ensuring outreach continues.
• Balanced usage. Matching numbers are distributed evenly to prevent overuse and maintain number integrity.
• Coverage score visibility. The system shows how many unique area codes in the contact list are covered, making it easier to decide when to purchase additional numbers.
• Clear identification of gaps. Unmatched area codes are grouped in the Uncovered list by state, so it’s immediately clear what is missing, and these numbers can be purchased on the spot.
• Tune attempts and timing. Campaign settings can be customized for maximum attempts per number, retry intervals, and ring time to avoid excessive redials and align with operational policies.
• Full plan availability. Local Presence is included in every MightyCall plan at no extra cost and works across all dialing modes.

Advanced MightyCall dialer features for maximum performance

• Three dialing modes – Preview, Progressive, and Predictive, designed for different pacing and agent workflows.
• Calls per agent (Predictive) – manually configurable maximum simultaneous calls per available agent to manage pacing and abandonment.
• Answering Machine Detection (AMD) – classifies voicemail vs. live answer to avoid connecting agents to voicemails.
• Voicemail Drop – allows agents to deliver a pre-recorded message when voicemail is detected to save time.
• Auto Answer – automatically connects agents to calls after a certain period of time, minimizing wait times and abandonment rate.
• Do-Not-Call (DNC) list scrubbing – filters campaign lists against the National DNC list before placing calls to ensure compliance.
• Predictive abandon rate control – sets allowable abandonment thresholds to comply with federal law.
• Call campaign scheduling – sets exact days and times within a specific time zone when campaigns will be running.
• Custom agent dispositions with follow-up actions – defines results such as Call Back, Not Interested, or Successful Sale with automated next steps.
• AI Call Summaries – creates structured post-call notes to accelerate review, coaching, and follow-ups.
• Custom statuses – tracks agent workflow and allows supervisors to provide immediate assistance.
• Custom roles and permissions – grants fine-grained access to campaign and number management, protecting sensitive data.