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If you didn’t already know — over 50% of customers are likely to abandon one business for another after a single bad experience. Compare this to research that shows customers are 2.4x times more likely to stay if their problems are solved swiftly.

These statistics prove that effective customer service plays a crucial role in customer retention and business growth.

Caller experience and customer experience are closely interconnected — especially for digital-only businesses — and can significantly impact each other. Did you know that more than 60% of customers resolve their problems with a business through a phone call?

Needless to say, call quality can influence customers’ perception of the brand, and a positive call experience is paramount to customer retention. But what happens if your teams cannot get to every customer call?

That’s where call deflection strategies come into play.

In this article, we’ll go over:

• Call Deflection: Definition and Benefits
• Differences Between Call Deflection and Call Forwarding
• 10 Call Deflection Strategies

1. Personalize self-service options
2. Implement IVR systems
3. Leverage virtual assistants and chatbots
4. Introduce web-based portals and mobile apps
5. Provide FAQs and knowledge base
6. Offer callback options
7. Implement SMS/email notifications
8. Leverage social media for support
9. Empower agents with knowledge and tools
10. Gather and act on customer feedback

What is Call Deflection?

Call deflection — in some cases, interactive voice response or IVR deflection — primarily focuses on diverting incoming calls related to customer inquiries from traditional voice calls to alternative channels. The process can vary depending on the businesses’ specific setup and requirements.

Call deflection can streamline operations and reduce customer effort. For example, you can manage high call volumes by executing an AI-powered chatbot and self-service options to deflect routine inquiries. In fact, a Gartner study predicts that chatbots, messaging, and machine learning apps will be part of 70% of customer interactions.

Deflecting incoming calls effectively will allow live agents to focus on complex issues and provide a better caller experience.

Benefits of Call Deflection

Implementing call deflection strategies and tools can bring several benefits to your business. They can help you streamline operations, reduce costs, enhance customer experience, and leverage digital platforms to meet the evolving needs and preferences of customers.

Here are some key advantages:

• Deflecting callers to other channels reduces live agent involvement, thereby optimizing resource use, decreasing staffing needs, improving efficiency, and ultimately lowering operational costs.
• You can reduce the likelihood of customers switching to competitors and increase customer retention rates.
• In a competitive market, call deflection can be the unique selling proposition that sets your business apart and attracts customers who prioritize excellent service.
• Satisfied callers are more likely to share their positive experiences with others, which can strengthen brand reputation and attract new customers.
• Digital channels and self-service options provide opportunities for you to collect valuable customer data.

Is Call Deflection the Same as Call Forwarding?

Call deflection should not be confused with call forwarding as they are two different call handling features used in cloud communications.

Call forwarding refers to redirecting incoming calls to another phone number or destination. And call deflection involves transferring an ongoing call to digital platforms or self-service options without ending the call.

A call forwarding destination can be a different local or international phone line or device, such as a mobile or landline. It can be set dynamically based on predefined rules, time of day, or availability. On the other hand, call deflection can be executed through IVR systems, where callers are presented with self-service options or redirected to other communication channels like chat, email, or frequently asked questions (FAQs).

Looking to switch to a new phone service? Check out our guide to the best call forwarding services.

Call Deflection at Different Stages of Caller Journey

Deflection solutions can be employed at different stages of the call journey. By doing so, businesses can reduce call volumes and improve the way customers interact with your business.

• Call arrival: At this stage, the need for live agents can be minimized with an IVR. You can encourage callers to resolve their queries through self-service or alternative channels.
• Information gathering: Use other channels to collect necessary details and guide callers to relevant resources.
• Escalation/transfer: Solutions like IVR or automatic call distributors (ACD) can streamline the caller journey and ensure callers are connected to the right agents or departments.
• Follow-up: At this stage, present callers with options for post-call support, or your team could reach out to customers to gather feedback.

10 Call Deflection Strategies to Improve Caller Experience

In a nutshell, call deflection strategies can help you offer greater convenience to your customers. You can do so by giving customers alternatives to traditional phone calls. By redirecting them to more efficient channels, these strategies can reduce call volumes, wait times, and customer frustration.

So, which solutions can be used to improve call deflection?

Here are 10 call deflection strategies widely used by businesses to improve caller experience:

1. Personalize self-service options
2. Implement IVR systems
3. Leverage virtual assistants and chatbots
4. Introduce web-based portals and mobile apps
5. Provide FAQs and knowledge base
6. Offer callback options
7. Implement SMS/email notifications
8. Leverage social media for support
9. Empower agents with knowledge and tools
10. Gather and act on customer feedback

1. Personalize Self-Service Options

Account-specific information, transaction history, order tracking, and other personalized self-service options empower customers to find solutions independently while receiving a tailored experience. Businesses can leverage customer data and preferences to offer relevant resources, FAQs, etc. through self-service portals or IVR systems. This lowers customer dependency on live agents and gives your customer interactions a good personalization boost.

2. Implement IVR Systems

An intelligent IVR system allows callers to quickly navigate through menu options and reach the appropriate department or agent without unnecessary transfers or waiting times. What’s exciting about IVR systems is that they use automated voice prompts and touch-tone input. This means callers can navigate any menu using their phone’s keypad or voice commands.

You can add multiple channels within your IVR such as voicemail, callback options, or simply direct them to online resources like your website or ticket center.

Global Call Forwarding offers a customizable IVR system to suit a wide range of business requirements. Get access to the IVR manager with any of our business phone number plans.

3. Leverage Virtual Assistants and Chatbots

Deploying chatbots and virtual assistants allows callers to interact via chat instead of making a call. Chatbots can handle routine inquiries, give instant responses, and escalate to live agents when necessary. For example, businesses can use chatbots to assist customers in tracking their orders, providing real-time status updates, and answering FAQs related to shipping, delivery, or product information, thereby reducing the need for customers to make a phone call for such inquiries.

These VAs can even interact with new potential customers and direct them to the right web pages to move them down the sales funnel. And in some cases, chatbot interactions can even help your teams qualify prospects and leads so they don’t waste time chasing after low-level leads.

4. Introduce Web-Based Portals and Mobile Apps

Offering web-based portals or mobile apps where callers can manage their accounts, access account information, make payments, or track orders can empower callers to perform tasks independently, reducing the need for calls. To get the best out of this, businesses should optimize their websites for mobile to ensure a seamless and user-friendly experience on smartphones and tablets.

5. Provide FAQs and Knowledge Base

Give callers access to comprehensive FAQs and knowledge base resources via self-service options or within an IVR system. This helps reduce their wait time and dependency on live agents. Callers also get standardized answers to common questions, ensuring accurate and consistent information is readily available. In fact, it is a good idea to share these resources with customers during the onboarding process. This way, when they call for assistance, your IVR can remind them to review the knowledge base or check their account for additional resources.

6. Offer Callback Options

Callers can be provided with the option to request a callback instead of waiting on hold. In this situation, callers leave their information and wait for return calls from your business. You can integrate this within your voicemail or have a separate smart callback feature that creates tickets or a callback queue. This way, customers can continue with their day and receive a call from a representative when it’s their turn.

7. Implement SMS & Email Notifications

Send callers proactive alerts via SMS or email related to their specific needs or interests. For instance, if a caller has recently purchased a product, an outbound IVR system or push notifications can automatically provide updates on the shipping status. This approach lowers uncertainty and reassures customers, increasing convenience and reducing reliance on calls.

8. Utilize Social Media for Support

It is quite common for businesses to engage with customers on social media platforms, addressing inquiries and concerns publicly. By responding to customers’ social media posts or direct messages, businesses can resolve routine issues eliminating the need for phone calls.

9. Empower Agents with Knowledge and Tools

Businesses should equip their live agents with comprehensive knowledge bases, training materials, and tools to address routine caller inquiries or issues quickly. This method of call deflection also frees up agents to focus on more complex or personalized interactions.

10. Gather and Act on Customer Feedback

By gathering customer feedback businesses can identify pain points and areas of improvement in the call experience. This data can not only be used to refine products and services but also to heighten caller experience over time.

Call Deflection Alternatives

Now, while the above-mentioned call deflection techniques can help manage call volumes, not every business has the resources and budget to acquire these tools. The end goal of call handling techniques is to provide better caller experience while alleviating call volumes. So, what if your business is unable to invest in chatbots or create a mobile app?

Here are some other ways to improve caller experience:

• Use an optimized call routing system to ensure that calls are directed to the appropriate department or agent. Use time-based or location-based routing to send calls to different locations when your main support center is overwhelmed. Or, use skills-based routing to match callers with representatives who can address really specific needs. This process helps to reduce the need for call transfers and improves first-call resolution.
• Provide live agents with easy access to customer details and clear call scripts. Utilize automation tools to simplify repetitive and time-consuming tasks like data entry and for initiating common processes. These measures enhance agents’ efficiency and minimize call handling time without compromising the quality of customer service.
• Use call recording and quality assurance processes to monitor agent performance and identify training needs. Evaluate calls for trends or recurring issues that can be addressed proactively. This process can help you refine call handling techniques.

Making the Most of IVR Deflection for Business Growth

IVR systems are extremely dynamic and can tremendously contribute to your business, especially to call management and caller experience. This system can optimize call handling, reduce wait times, provide contextual information, offer channel flexibility, and integrate self-service options. All of these actions can collectively empower businesses to deliver better customer service, streamline operations, and unlock growth opportunities.

Read more about the benefits of using an IVR System to get a better understanding of how IVR systems work and the benefits of using one.

Have more questions? Speak to an expert at Global Call Forwarding today!

Miami is famously home to the iconic Mr. 305, Mr. Worldwide — otherwise known as Pitbull. But now there’s a new show in town adding to the memorable area codes of South Florida. Florida phone numbers in Miami-Dade County and a portion of the Florida Keys are getting a new area code 645 in upcoming months.

Why is South Florida Getting a New Area Code?

According to the Florida Public Service Commission, the phone numbers starting with 305 and
786 are beginning to run out. As a result, the new area code will be introduced as early as August 4th, 2023.

Originally, Florida had the 305 area code spanning the entire state. The 786 code was added in 1998 as populations and demand rose. The 305 and 786 area codes currently serve the entirety of Miami-Dade County and the Keys.

This new addition — for the first time in more than 20 years — is indicative of the city’s growth and continuous flourish.

What is an Area Code Overlay?

This change is being introduced as an area code overlay, meaning that the addition of the new code is in the same geographic region as existing area codes. An overlay is not anything new and happens frequently when local phone numbers start running out.

New York City is a good example of area code overlays, where the original area code was 212. The overlays of 646, 917, and 332 were added as the population boomed over the years and grew past the combined total of 7,919,900 possible phone numbers.

The North American Numbering Plan (NANP) was developed in 1947 by AT&T and then fully implemented in 1951 with the intent to direct international calling with ease. The United States utilizes this system with a series of regional codes that allow users to recognize whether or not a number is local.

Source

Who Will Be Affected?

No need to worry — the overlay does not require residents to make any changes to their existing phone numbers. Current subscribers will remain unaffected. Only people requesting new local phone numbers may be assigned a Miami phone number with the 645 area code. The price of a local call regardless of coverage area or other rates and services will not change.

How Do Locals Feel About It?

Locals have some mixed emotions about the new code being introduced, citing sentimental value and symbolism in the 305 code.

“I think [the 645 area code] might confuse people, because the third area code in New York is 646. I’m 305 till I die.” – Laney Rada, a native Miamian who grew up in Coral Gables and has been a local realtor for more than 30 years in South Florida.

Twitter users are taking to the online platform, expressing disinterest in this new change, citing their attachments to the formerly distributed codes. One even expressed “This just adds more sentimental value to being an OG 305…” Another made a joke about how the “786’ers are no longer the red headed step child any longer.”

How Can Global Call Forwarding Help?

Since 1996, we’ve had our roots in South Florida. We can provide local numbers to businesses throughout Florida and the rest of the United States. By working with United World Telecom, you can ensure a smooth, cost-effective, and seamless process of getting a new phone number, regardless of your area code.

Want to learn more about our local phone numbers? Speak with our local experts; call us at +1 (561) 908-6171 or chat with us online!

It’s easy for important calls to get lost in the shuffle or for customers to get frustrated when trying to reach the right person. This is especially true if you don’t have the right call management solution in place.

Enter: VoIP phone extensions.

With this solution, you provide callers with a direct line to their desired destination. And this helps to enhance the customer’s experience and streamline internal communication.

In this article, we’ll discuss how a small combination of numbers can make a big impact on your organization’s communication strategy. So let’s get started!

• What is a Phone Extension?
• How Does it Work?
• Cloud Phone Numbers vs Phone Extensions
• Why Do Businesses Need a Phone Extension Feature? [Benefits]
• Phone Extension Use Cases
• How to Set Up a Phone Extension
• Get Unlimited Phone Extensions for Your Business

What is a Phone Extension?

A phone extension is a feature that identifies a specific phone line or device within your business phone system. It typically consists of 3-5 digits and allows callers to directly connect to a destination without interacting with a receptionist.

You can assign a unique VoIP extension to individual users, teams, and departments. This feature makes it easy for employees to quickly get in touch with other internal teams. And, it saves your customers time, as they don’t have to bounce between departments to find the right destination.

How Do Phone Line Extensions Work?

The way phone extensions work is very straightforward.

After callers dial your main phone number, they can enter the extension digits for the desired department or agent. Once the extension is dialed, your system identifies the associated line or user. Then, the call is routed to the destination assigned to that extension. And if the recipients do not answer, the call may be forwarded to voicemail.

While callers can bypass your automated system by entering the extension, it’s important to note that you can also incorporate this feature within your cloud IVR. So when callers select a specific menu option, the call is routed to the assigned extension.

Here are 2 examples of a phone extension in action:

Let’s say you assign extension #011 to your support team.

If a caller wants to contact your support staff directly, they would first dial your main business phone number. When the call connects, the caller then types in the phone extension number is routed straight to the support department.

Now if one of your sales agents wants to get in touch with the support staff, the process looks a little different. Instead of dialing the entire main phone number, internal employees and teams simply have to dial the extension.

Cloud Phone Numbers vs Phone Extensions

Internet-based numbers and phone extensions share similarities. For instance, they both forward calls to an endpoint and can be managed remotely.

But, there are some key differences between them.

Here are the major differences between cloud numbers and phone extensions:

• IP numbers function independently, whereas extensions are essentially an addition to your main phone line and rely on it to work.
• While cloud-based numbers have an associated IP address, extensions do not as they operate within your business network.
• VoIP providers charge for cloud phone numbers with prices varying from service to service. However, extensions are usually free with an IP-based number.

Why Do Businesses Need a Phone Extension Feature? [Benefits]

Phone extensions are not only beneficial for your teams, but also for customers and prospects looking to get in touch with your business. And this is because it gives callers, whether internal or external, a simple and direct way to reach the right destination.

Let’s take a look at the benefits of getting an extension for your departments, teams, and employees:

• Allow internal teams to quickly and easily connect with each other
• Route calls efficiently to correct destination without needing a receptionist
• Establish a professional business image
• Save costs since extensions are less expensive than individual phone lines
• Lower call handling costs
• Offer callers quick access to their desired destination
• Reduce wait times and caller frustration
• Help businesses manage high call volumes
• Improve customer experience as quick access means faster resolutions
• Provide callers with a consistent communication experience

How Can Your Business Use VoIP Extensions? [Use Cases]

You can use a phone extension in a variety of ways within your business communication system. Here are some use cases:

• Internal communication: Phone extensions allow employees to easily connect and collaborate with each other, making it a great solution for internal communication.

• Customer service: With extensions, you can ensure that customers get the help they need quickly and efficiently by giving them a direct method of communication with your employees and departments. For instance, as a travel company, you can different extensions for different packages such as one extension for your Segway tours and another for trekking activities like a tour du Mont Blanc guide.

• Sales: Sales teams can use this feature to handle incoming calls from leads, prospects, and customers. And they can add their personal extension to pitches and emails to encourage prospects to reach out.

• Departmental organization: Using phone extensions, you can organize departments within your business phone system by giving each department its own extension to manage incoming calls.

• Remote work: This feature helps you connect remote workers to the main office phone system, allowing them to make and receive calls as if they were in the office.

How to Set Up a Phone Extension

The VoIP phone extension setup process will vary depending on your specific communication service. So, make sure to ask your chosen provider what the setup process looks like.

For Global Call Forwarding users, you’ll first need to contact our team with a list of all the users you want to set up phone extensions for. Then, our team will create 9-digit SIP pins for each requested user.

Once our dedicated reps finish, you can continue the setup process through our online control panel and IVR manager using the following steps:

1. Log in to your Control Panel.
2. Click on Phone Numbers.
3. Choose a phone service line and click on Settings.
4. Select Call Forwarding from the horizontal menu and click IVR.
5. Then, click on the orange Manage IVR Applications button.
6. Choose Create New Application.
7. Select User Input. Here you can add a prompt, toggle the interruptible feature, and select the max wait and repeat times.
8. Scroll to the bottom of the User Input window and click on the New Code option.
9. Create and enter a 3-5 digit phone extension and hit Apply.
10. Then, select Phone Call from the application window.
11. In the Destination field, select the 9-digit SIP pin of the user you want to associate with the entered extension. You can also enter a landline or mobile phone number.
12. Hit Close.
13. Repeat steps 8-12 for every extension you want to configure.
14. When you’re done, name the application and hit Save Application at the top.

Now when customers call your business, they can enter the phone extension of their desired destination and your system will direct them accordingly.

Get Unlimited Phone Extensions for Your Business

Ready to get phone extensions for your business? Global Call Forwarding offers unlimited extensions with any of our 5 business plans. We provide local, international, national, and toll-free numbers from over 160+ countries worldwide.

In addition, you also get:

• Access to 20+ advanced call management features
• Dedicated account managers and 24/7 support options
• A 99.999% uptime guarantee and a highly redundant network
• Fast activation times, provisioning, and setup
• Over 25 years of telecom experience and more!

Get started today by signing up online. Or learn more about our unlimited VoIP phone extension solution by either speaking with our team of experts at (561) 908-6171 or chatting with us online!

Inbound phone numbers are versatile business tools. They can help with everything from establishing a local presence in a foreign country to modernizing your current phone system.

But, what exactly are they? And how do they work? We’ll answer these questions and more in this article. So, let’s jump right in.

• What are Inbound Phone Numbers?
• How Do These Numbers Work?
• Types of Inbound Phone Numbers
• 12 Benefits of Getting Inbound Phone Numbers
• Advanced Calling Features
• How to Buy Inbound Phone Numbers

What are Inbound Phone Numbers?

An inbound phone number is a cloud-based number that allows you to receive inbound calls and forward them to any device or location.

These numbers go by many names including:

• VoIP numbers
• Internet phone numbers
• Cloud phone numbers
• Hosted phone numbers
• Virtual numbers
• SIP numbers and so on.

So, what’s the difference between regular phone numbers and cloud-based ones? The answer lies mainly in the way they transmit calls.

Regular phone numbers rely on traditional telecom networks and physical connections to deliver calls. And they are assigned to a fixed device or phone line, meaning they are typically tied to one location.

On the other hand, virtual inbound phone numbers use VoIP technology and the internet to connect calls worldwide. And instead of being assigned to one device or line, they are linked to a user’s account. This means they are not confined to one specific geographical location or device. So, you can handle calls from anywhere.

How Do These Numbers Work?

In addition to using VoIP technology and an IP network, inbound phone numbers also rely on call forwarding capabilities to transmit voice calls globally. With this capability, incoming calls are automatically rerouted to one or multiple destinations.

This can include:

• Alternate phone numbers
• Phone extensions
• SIP addresses
• PBX systems
• Specific devices (deskphones, mobile phones, etc.)
• Remote teams
• Voicemails and so on.

And you can set up advanced rules to forward calls based on the time of day, the day of the week, caller ID, and more.

Here’s a quick glimpse into how routing calls can improve operational efficiency:

Now, let’s review how the international forwarding process works.

When someone dials your inbound phone number, the call first connects to your provider’s network. Once your number is identified, the provider automatically routes the call according to your configured forwarding rules and settings.

This allows you to receive incoming calls from customers all around the world – including places where you’re not physically present.

Here’s an example of international call forwarding:

Let’s say your business is located in the US, but you have a growing customer base in APAC. You could get an inbound phone number from Japan and forward all incoming calls to this number to your US headquarters. So when your local customers in Japan call your Japan inbound number, the call will automatically reroute to your US branch.

This not only allows your business to easily establish a local presence in foreign countries, but also boosts your accessibility and availability to international customers.

Types of Inbound Phone Numbers

When looking for a cloud-based number, it’s important to note that there are different types of inbound phone numbers available on the market. And this is because each type of number serves a specific purpose.

To ensure you choose the right inbound number type for your communication needs, let’s break down each one.

Why Get Inbound Phone Numbers for Your Business? [12 Benefits]

VoIP technology and hosted phone numbers have revolutionized the way businesses communicate with their customers and prospects. And this is because cloud communication solutions, like inbound numbers, offer a wide range of benefits to users. So, let’s take a look at the top 12 benefits of investing in inbound phone numbers.

1. Save big on international and long-distance calling fees
2. Experience higher-quality voice calls
3. Effectively handle inbound calls with access to call management features
4. Receive calls at any location and on any device
5. Maintain business continuity with improved reliability and redundancy
6. Expand to new target markets cost-effectively and with minimal risk
7. Easily scale your cloud phone service to reflect business needs
8. Increase functionality and modernize existing systems, including legacy and on-premise
9. Connect international, remote, and distributed teams
10. Forward calls anywhere in the world
11. Increase connection rates and inbound sales
12. Simple setup with no additional hardware required

Advanced Business Calling Features

Most VoIP providers, like Global Call Forwarding, offer add-on services and advanced features with their communication solutions. These additional cloud tools work to maximize the functionality of your inbound phone numbers and help businesses better manage their calls.

Here are some key features to look for when browsing cloud number plans:

• Advanced IVR – automatically handle and route incoming calls using prompts and rules
• Outbound Calling – place outbound calls using your inbound line
• Softphones / Web Phones – make and receive calls from any location or device
• Caller ID Management – customize your outbound caller ID by hiding or masking it
• Call Routing – route calls based on time of day, caller ID, number dialed, holidays, etc.
• Call Recording – record all calls and easily play back recordings
• Failover Forwarding – forward calls to backup destinations if first location is unavailable
• Greetings & Voicemails – personalize your phone system to fit your brand identity
• VoIP Integrations – connect your PBX or CRM to your inbound phone numbers.

How to Buy Inbound Phone Numbers?

By now, you’re probably wondering how to buy inbound phone numbers for your business. The great news is that the solution is intuitive, making it easy to get started.

Let’s break it down into 4 simple steps.

Get Inbound Phone Numbers with Global Call Forwarding

Global Call Forwarding provides local, international toll-free, national, and mobile inbound phone numbers from over 160+ countries worldwide. And with over 5 pricing plans to choose from, businesses of all sizes and industries can select the one that works best for them.

With our inbound phone service, we offer all users:

• Access to 20+ advanced cloud communication features
• Dedicated account managers and 24/7 support options
• A 99.999% uptime guarantee and a highly redundant network
• Fast activation times, provisioning, and setup
• Over 25 years of telecom experience and more!

Get started today by signing up online. Or learn more about inbound phone numbers by either speaking with our team of experts at (561) 908-6171 or chatting with us online!

Looking to optimize and improve your business communication management? Call logging provides valuable insights into your phone activity through a process of capturing, tracking, and analyzing call data.

In this article, we will dive deeper into the following topics:

• What is Call Logging?
• What are Call Logs?
• Manual vs Automatic Logging
• Benefits of Call Logging Software
• Use Cases

Let’s get started!

Explained: What is Call Logging?

Call logging is the process of documenting your phone and call history. And this means collecting essential call data and recording all phone activity that occurs on a certain network, such as your business phone service.

So, what type of information gets collected?

The type of information that’s collected varies among providers. But, typically it includes a variety of call metadata that provides insight into how your teams and customers communicate.

This includes data such as:

• Date and time
• Call duration (seconds or minutes)
• Caller ID
• Direction of call (inbound or outbound)
• Location of call origination and destination
• Destination number or number dialed
• Outcome of call or reason for call ending
• Type of call (toll-free, local, etc.)
• Cost per call and total charge
• Features used (SMS forwarding, call recording, etc.)
• Call journey (extensions, IVR, etc.)

However, one thing these records do not include is the contents of your phone calls or texts.

What are Call Logs?

While call logging is the process of capturing and organizing data, call logs are where the above-mentioned information is stored. In other words, you can access essential call details by reviewing your call logs or call detail records.

If you’re using call logging software, most providers store your records in online portals or send them to you with your monthly bill. And they remain available to administrators on your network forever, so you can access them as needed.

Manual vs Automatic Logging

Now, you can log calls either manually or automatically. Let’s break down what these methods look like.

Manual logging involves inputting call activity and info into a spreadsheet or CRM by hand. And this takes place either during the call or directly following it. As a result, this method is prone to human errors and is often time-consuming for teams. But, it may be useful for small businesses or individuals who only make or receive a few calls per day.

On the other hand, automatic logging happens passively, meaning the call logging process is completely automated. This eliminates the need for manual data entry and the possibility of human errors, making it more reliable and efficient. So, your teams can focus on helping the customer rather than reporting call analytics accurately.

You can implement this automated method by using call logging software, which is typically offered by VoIP providers like Global Call Forwarding. But, it’s important to note that even with this application you might have to manually input call data into other business tools like your CRM. That’s why you should look for a solution that integrates with your other apps.

For example, VoIP CRM integrations typically use two-way automatic synchronization technology. In most cases, customers choose how often they want their data to sync across platforms; for instance, every 10 or 30 mins.

So, you can set up phone call activity to automatically appear in both your VoIP system and CRM. This removes the need to manually input call history and data into either of these systems, resulting in a more efficient, accurate, and reliable way to track call data.

Benefits of Call Logging Software

Call logging software not only streamlines your team’s workflow but also provides valuable insights into how your network is used. With your call detail records, you can determine network patterns, customer behaviors and preferences, team performance, successes, areas in need of improvement, and more. So, your teams can better prepare for their calls and you can build a more effective service.

Here are the benefits of using call logging software:

1. Automate menial tasks
2. Keep track of vital data easily
3. Improve call management and data entry accuracy
4. Increase operational efficiency
5. Enhance caller experience and service quality
6. Optimize employee productivity and performance
7. Integrate with CRMs and other business tools for maximum efficiency
8. Measure ROI of business calls and marketing campaigns

Call Logging Use Cases

How you choose to use your call logging software and records completely depends on your needs and goals. Here we will go over a few common use cases of call logging, including:

1. Personalizing customer experiences
2. Tracking employee performance
3. Identifying new target markets
4. Monitoring call center patterns and variations
5. Encouraging team collaboration

So, let’s jump in!

Personalize Customer Experiences

Use call history and records to learn more about your customers’ needs, leading to more effective sales and support interactions. Monitor and track calling patterns, trends, behaviors, preferences, and more to deliver better experiences.

And consider integrating call logging software with your CRM to quickly access customer information, including previous interactions, purchase history, and contact details. This way, you can provide personalized support interactions and B2B sales pitches.

Track Employee Performance

Monitor and evaluate your team’s performance by reviewing data like call duration, number of calls handled, and so on. This will provide insight into call quality, areas of improvement, and more. And based on the data, you can then offer training and coaching as needed to help agents hit their goals.

Identify New Target Markets

Review your call history to see where your inbound calls are coming from. Pay attention to regions or countries your business is not currently serving. If these areas are generating a lot of calls, consider expanding your business and services there.

Monitor Call Center Patterns and Variations

Use call data to determine calling patterns and fluctuations on your network. This helps you identify peak call volume times or track your marketing campaign’s success. And more importantly, it allows you to prepare or adjust accordingly for a more effective and streamlined service.

Encourage Team Collaboration

Promote collaboration and communication across departments, remote agents, and international teams with centralized call logs and data. Using a VoIP CRM integration with call logging capabilities, your teams can share call notes, follow customer journeys, listen to recordings, and more. And this call data is accessible from any device or location, leading to improved efficiency, productivity, and teamwork.

Get Call Logging with Global Call Forwarding

Global Call Forwarding offers call detail records with any of our phone number plans. And once signed up, you can easily access your business call logs through our intuitive online control panel.

Does your business use Zoho as its CRM? You can also integrate our VoIP service with your CRM and enjoy two-way data automatic synchronization.

To learn more about our call logging solution and integrations, speak with our team of experts at (561) 908-6171 or chat with us online!

Businesses are constantly trying to find ways to streamline processes both internally and externally. And this is because efficiency is a key driver of customer satisfaction, revenue, and overall business success.

As such, it continues to be a top priority among big enterprises like global multinational organizations as well as small businesses. This everlasting need has inspired many innovations in software and technology – one of them being click-to-call.

In this article, we’ll discuss what click-to-call is, how it can help your business, common use cases, and more. So, let’s jump in!

Don’t feel like reading? Watch our Click-to-Call video instead!

Definition: What is Click-to-Call?

Click-to-call is a VoIP feature that allows users to initiate calls by simply clicking on a phone number or call button within their browser or CRM.

This capability makes it easy for your teams to contact leads and customers and vice versa.

Other names for this feature include:

• Click-to-dial
• Click-to-talk
• One-click calling
• Click-calling, and more.

You can use this feature in two ways, depending on your use case: 1) adding a “web callback” HTML snippet to your website or 2) using a VoIP provider that offers a custom solution complementing their service.

In this article, we’re going to focus more on the VoIP feature offered by most VoIP and CRM providers with their service.

How Does Click-to-Call Work?

Click-to-call typically works through a browser extension or CRM integration. As such, it enables you to make calls from any device with just one click without having to manually enter or copy and paste numbers into your dialer.

It’s also important to note that this feature may look different depending on the business, provider, and platform.

For instance, click-to-dial may appear as a:

• Call icon or button
• Clickable contact name
• Clickable phone number

When you click on any of these interactive, hyperlinked elements, the feature will automatically initiate your call in real-time using a VoIP connection.

Check out the GCF Click-to-Dial extension to see it in action and use it alongside our GCF softphone.

Benefits of Click-to-Call

Whether you plan to use click-to-dial to improve team efficiency or to encourage customers to call, this feature holds benefits for your business and customers.

Here are the top 6 benefits of using click-to-call:

• Improve efficiency – Above all, this VoIP feature saves time by helping your agents contact leads and customers quickly. And, your teams don’t have to break from their workflow or concentration to look up or manually dial a phone number. This leads to greater operational efficiency.

• Increase functionality of your CRM – You can integrate this feature within your CRM through VoIP CRM integrations. This allows your teams to access calling capabilities directly from your CRM and streamlines the outbound calling process.

• Optimize productivity – While it may seem like this feature only saves your team minutes or even seconds during the calling process, it adds up over time. And with the time they save, reps can focus on placing more calls in a day, resulting in better productivity.

• Ensure dialing accuracy – Say goodbye to human errors that waste company time and agent energy, such as dialing an incorrect number. Click-to-dial increases accuracy as reps no longer have to memorize phone numbers or double-check the dialed number.

• Enhance business accessibility – Make it easy for customers to seamlessly connect with your business when they have an issue or concern. And offer omnichannel support by including click-to-call options on all your brand’s platforms.

• Boost conversion rates – By strategically including click-to-dial options on landing pages, ads, etc., you encourage interested customers to reach out. And this gives your B2C or B2B sales team an opportunity to close the sale, leading to higher conversion rates and more sales.

How Can Businesses Use This Feature? [Use Cases]

Since click-to-call technology makes the calling process easier on both your teams and your customers, there are a few different ways your business can use it to your advantage.

So, how do you use click-to-call?

1. Integrate with CRM
2. Add to your business website
3. Learn about your audience’s preferences
4. Support remote teams

Let’s take a look at the top use cases for this feature.

Integrate with CRM

This is one of the most popular use cases for click-to-call as it allows your teams to easily place calls directly from your CRM. So, your teams don’t have to waste time dialing phone numbers and switching between platforms. And with the time that they save, they can contact more leads and customers in a day.

On top of that, this integration also centralizes business communication; meaning, all necessary tools and customer information is in one place. This makes it easy for your teams to prepare for calls and access important information quickly, leading to better customer experiences.

Add to Your Business Website

Incorporate a click-to-dial button or link on your homepage by embedding a snippet of HTML code to the website.

By adding a clickable button or link to your web pages, you give customers and prospects a seamless way to contact your business and receive assistance immediately. This is especially useful if you have a lot of customers coming through mobile traffic. When these customers click the call button, it would take them to their smartphone’s keypad to place the call. On the desktop, it would take them to available softphone options.

This removes any roadblocks from the inside sales and customer support process and encourages engagement – leading to improved CX and higher conversion rates.

Learn More About Your Audience

Using click-to-call CTAs, links, and buttons across your website, marketing materials, and content allows you to learn more about your audience’s behaviors and preferences.

You can track these calls to gather important data insights such as:

• Caller identity — caller ID associated information
• Source of call — where the caller interacted with your business before calling
• Date and time — times and days customers are actively looking for your services
• Caller location — geographical relevances of your products and services.
• Call detail records – view and export comprehensive data about your call activity.

And then, you can use this information to:

• Optimize marketing and sales tactics
• Determine the most effective lead sources
• Generate leads and segment customers
• Evaluate campaign performances and so on.

Support Remote Teams

Click-to-dial is a cloud-based feature and so– meaning it is not restricted to a certain device or geographical location. This makes it a perfect solution for remote teams, as they can access it from anywhere.

And remote reps can not only use this feature to easily communicate with customers but also collaborate and connect with other employees.

Getting Click-to-Call For Your Business

Getting started with click-to-call is straightforward. Simply find a reliable VoIP provider that offers this feature and sign up for an account with them. Then, work with them to set it up in a way that works for your business and teams.

To learn more about click-to-call and our comprehensive suite of features, call +1 (561) 908-6171 or chat with our telecom experts online!

Looking for a new business phone number or interested in upgrading your current phone system? Enter: SIP numbers.

Everyone – from small businesses to large corporations – can use SIP to build a more effective phone system. In this article, we’ll cover the basics of these numbers, the benefits, use cases, how to get this solution, and more. This way, you know if this solution is right for your needs.

In this guide, we’ll cover:

• What are SIP Numbers & How Do They Work?
• Benefits
• How to Use SIP Numbers w/Use Cases
• How to Get and Set up

What Are SIP Numbers and How do they Differ from Traditional Ones?

SIP numbers use IP telephony technology to deliver voice calls between two or more parties over a network. In other words, these cloud-based phone numbers allow your business to make and receive calls through an internet connection.

So, how are SIP numbers different from traditional ones?

Instead of using physical phone lines – like traditional numbers do – SIP numbers use digital pathways to transmit voice. Although these phone numbers differ from traditional ones, they look the same. Both number types feature the same numerals and formatting. And this is why you’re able to port your existing phone number to a new cloud-based provider.

Other names for this service include:

• SIP lines
• SIP trunks
• SIP addresses
• VoIP numbers
• Cloud phone numbers
• Virtual numbers and so on.

How Do These Numbers Work?

SIP stands for Session Initiation Protocol. It’s a signaling protocol that powers SIP numbers and makes real-time IP-based calling possible.

When you place a call, this technology breaks down your voice into data packets and sends them to the receiver via a network connection. Once these packets arrive at your desired destination, they reassemble into voice. And this process happens in a matter of seconds for a seamless calling experience.

For a more in-depth look at how this technology works, check out our guide on how SIP trunking works.

Benefits of SIP Numbers

From its cost-effectiveness to its scalability, SIP has no shortage of benefits for your business. Let’s take a closer look.

• Affordability

SIP numbers are one of the most affordable communication solutions on the market, especially when compared to traditional numbers. This is because they use the internet, allowing you to make local, long-distance, and international calls at inexpensive rates.

• Reliable High-Quality Calls

These phone numbers do not rely on physical landlines. This means that you not only experience higher call quality but also improved reliability.

For instance — If a call goes unanswered at its initial destination, this technology has failover capabilities that automatically reroute calls from one location to another. So with SIP’s built-in redundancy, you can rest assured that you’ll never miss a call, even during a power outage.

• Global Coverage

Global SIP services allow you to connect with prospects and customers around the world from your current headquarters. With Global Call Forwarding, you gain access to over 160 countries worldwide, making it easy to expand your business to new markets with minimal risk.

• PBX-Compatible

SIP numbers are compatible with most existing PBX systems. Simply plug this service into your current PBX to increase functionality and modernize your legacy business communication, without replacing your entire setup.

• Mobility & Flexibility

With a cloud-based SIP number, you’re not tied to one geographic location or device. In other words, you can place calls using any IP-enabled device and from anywhere in the world.

• Advanced Communication Tools

Most providers offer users access to a suite of advanced call features that boost your system’s performance. Some popular features include international call forwarding, caller ID management, softphones, IVR, and more.

• Scalability

You can modify and scale your SIP service as needed. Add, manage, or remove lines and users based on your business’ growth.

How to Use SIP Numbers [4 Use Cases]

Businesses of all sizes and industries can use SIP numbers to improve their service and drive growth. For a better idea of how your teams can use this tech, here are 4 examples of popular use cases:

1. Provide 24/7 customer support

With access to communication features only available through the cloud, you can offer 24/7 support to customers around the world. Simply set up location-based and time-based routing strategies or adopt a Follow the Sun model. So, when customers call your main SIP phone number, your system automatically routes them to the best available location.

2. Expand to new global markets

SIP numbers provide you with an easy and cost-effective way to enter new markets and expand globally without relocating your teams or offices. Get SIP phone numbers for each of your target countries and then forward incoming calls to your main headquarters. This allows you to access new customer bases with minimal risk while keeping overhead costs low.

3. Connect local, remote, and international teams

Since this technology provides mobility, flexibility, and centralized call management, you can use these numbers to connect teams across multiple locations (including remote and distributed employees) and encourage collaboration. Make sure to select a provider that delivers all your desired features and services in a single platform. Or, use APIs and integrations instead to develop your current system.

4. Localize your business

With a local phone number, your business can easily establish a local presence in target markets and boost connection rates with local customers. Get SIP numbers with recognizable area codes or use caller ID features to display a local number.

The great thing about cloud phone numbers is that they can be used in a number of ways because they are adaptable to your specific needs and business goals.

How to Get SIP Numbers (& Set Up Requirements)

To get SIP numbers for your business, you must find a reliable cloud phone number or SIP trunking provider such as Global Call Forwarding.

When researching different solutions on the market, make sure to review each provider’s:

• Pricing plans
• Setup or hidden fees
• Available services and features
• Country coverage
• Network reliability and uptime guarantee
• Activation times and documentation requirements
• Customer support offerings, and so on.

Once you choose a provider that’s right for your business, sign up for their service and wait for the number to be activated.

Learn how to find the right telephony provider in our step-by-step guide.

While waiting, you can pass the time by making sure your setup meets the basic requirements to power SIP.

All you need to get started is:

• Stable internet connection – we recommend using Ethernet cables instead of a WiFi connection, as it’s more reliable.
• Adequate bandwidth – allot at least 100 kbps for each call and consider configuring QoS settings for voice traffic prioritization.
• Any device with an internet connection – this includes IP phones, softphones, computers, laptops, smartphones, tablets, etc.

As you can see, these numbers do not require complex setups or additional equipment to work properly. And while these are industry standard requirements to run SIP and avoid common problems, talk to your chosen provider about their recommended specifications. This way, you experience the reliability and high-quality voice SIP is known for.

Related: How to Set up SIP Trunking in the Cloud

Get SIP Numbers from Global Call Forwarding

Ready to get SIP numbers for your business? Global Call Forwarding can help you get set up, so you can start reaping the benefits.

We offer a variety of cloud communication services for businesses of all sizes including cloud-based phone numbers and SIP Trunking.

And we make it quick and easy for you to get started with these options:

1. Sign up for cloud phone numbers or SIP trunks through our website’s pricing page.
2. Call us and speak with our experts at +1 (561) 908-6171. You can get custom plans that match your specific needs.
3. Fill out our contact form and request a demo.

Whatever option you decide, we are here to help you every step of the way with dedicated account managers and a wonderful support team that’s available 24/7. Get started today!