Call masking refers to a communication technique used primarily in business settings where the actual phone numbers of the parties involved in a call are hidden or masked.
This is often done for privacy and security reasons.
Privacy Protection: The primary purpose of call masking is to protect the personal phone numbers of the individuals involved. Neither party can see the other's actual phone number, which helps maintain privacy.
Use in Customer Service and Delivery Services: Call masking is widely used in customer service operations and delivery services. For instance, a ride-sharing service or food delivery app might use call masking to allow drivers and customers to communicate without revealing their actual phone numbers to each other.
Temporary Virtual Numbers: The process typically involves assigning temporary virtual numbers that redirect calls to the real numbers. These virtual numbers can be set to expire after a certain period, such as after the service is delivered or the transaction is completed.
Enhanced Security: By masking phone numbers, businesses can reduce the risk of unwanted contact, harassment, or misuse of personal contact information.
Record Keeping and Monitoring: Call masking can be used alongside call recording and monitoring for quality assurance and dispute resolution, without compromising the privacy of the individual's phone number.
Regulatory Compliance: In some cases, call masking is used to ensure compliance with data protection and privacy regulations.
Call masking is a useful tool in maintaining privacy, enhancing security, and building trust in business transactions where direct communication is necessary but personal information needs to be protected.