Category: Learn

So, you’ve given in to peer pressure and decided to switch to VoIP for more flexible and easy communication. But now you need help setting up your wireless VoIP phone. Global Call Forwarding makes it easy to prepare your phone for incoming and outgoing calls.

Wireless VoIP Phone Systems: Why You Need Them

A voice over internet protocol (VoIP) system allows you to make and receive calls over the internet. Because of this, you don’t need to pay traditional phone line charges or exorbitant long-distance calling fees. You only pay what you sign up for with your virtual phone service provider.

Setting up your wireless VoIP phone with Global Call Forwarding’s service is simple and easy to do. There are different applications you can use that are compatible with our service. Now, since VoIP systems work over the internet, you can use any device to make and receive your calls. For example, you can use your smartphone, laptop, iPad, tablet, or a desk phone. On our Outbound Calling instructions page, you will be prompted to choose between ‘Computer’ and ‘Phone.’ We’ll have a look at how to set up your VoIP on your smartphone.

Wireless VoIP Phone: Android and iOS

To make any of these apps work in configuration with your Global Call Forwarding service, you will need the following information: PIN number, Password, and Domain.

To locate the PIN number for your account:

• Log into the Global Call Forwarding Control Panel.
• On the left side, under Account Overview, select Outbound Calling.
• In the first column, you will see your PIN number.
• Then, on the right side, click on the Tools icon.
• A pop-up will appear. Scroll down to Password.
• Make a note of the PIN number and Password.
• The domain associated with Global Call Forwarding is mysipaccount.net.

VoIP for Android

If you want to use your VoIP service over your Android phone, select ‘Phone’ from the outbound instructions page. Then, select ‘Android’ from the next dropdown menu. Then, you will have three software/apps to choose from: Zoiper, Grandstream, and CSipSimple. You can also download any of these apps from the Play Store app. After installing any one of the apps, open it and follow the prompts. Add an account by clicking the ‘+’ button, and click on Advanced Settings, if applicable. Next, enter your PIN number (under SIP username, ID, or authentication ID). Then, enter the password and domain, and you should be all set. Once the account is registered, start making calls with your wireless VoIP phone.

VoIP for iOS

Now, if you want to use our VoIP service on your iPhone or iPad, select ‘Phone’ and then iOS (Apple) from the instructions page. You will then be able to choose from Zoiper and Acrobits. These apps can also be found in the Apple Store as well. Install any one app, open it, and follow the prompts like you would for the Android phone. Add a new account and enter your PIN number, password, and domain. This will set your iPhone as a wireless VoIP phone.

Turning Your Laptop into a Wireless VoIP Device

Global Call Forwarding also gives you the option to convert your laptop or home computer into a wireless VoIP phone. On selecting ‘Computer’ from the Outbound Calling instructions page, you can select your operating system (OS): Windows and Mac. And then, download the appropriate software on your desktop to use our service. This way, you can make and receive business calls on your laptop, while multitasking and making call notes. This is a common practice for virtual call centers. Additionally, remote employees find this useful as well, since they need just one device to get all their work and calls done.

VoIP, a Virtual Communication Solution

Having mobile VoIP gives you many additional benefits that improve your communications: good call quality, call connection, group and video chats, and call conferencing. By converting your regular phone or computer to a wireless VoIP phone, you can make calls from just about anywhere. All you need is to set the software up once and then use a good internet connection. VoIP is a convenient and dependable way to ensure you are always accessible, even during international travel. Get equipped with a virtual phone system with Global Call Forwarding today and always stay connected!

As a call center manager, understanding attrition rates and how it may affect your business is of utmost importance. Attrition rate refers to employee turnover, that is the hiring and letting go of employees. And the call center industry outdoes other industries with one of the highest rates of employees coming and going. So, why are employees fleeing customer service and how can you, as the manager, calculate and improve attrition rates?

Why is the Attrition Rate High for Call Centers?

It is no surprise that customer service is a difficult and stressful job. Agents have to deal with making and answering calls all day, repeating the same script over and over, and unpleasant customers. If appointment setters ― who initiate contact with customers and set them up for a later appointment with a salesperson ― don’t make appointments, the company they represent suffers. Therefore, a lot is banking on call center employees doing their best. High attrition rates can negatively affect these services.

Reasons for High Turnover

Here are some reasons why employees end up quitting their call center job for something more fulfilling and better paying:

• Repetitive work: referring to the monotonous nature of work.
• Lack of professional development/ advancement: no path to climb or ability to go higher.
• Insufficient compensation: most call centers pay an average of 10-12% per hour.
• Poor team culture: no opportunity to build relations.
• Job content: employees are more likely to stick with a job they are interested in or enjoy.
• Low employee satisfaction: all of the above can lead to low satisfaction which results in an employee trying to find another job.

How is Attrition Calculated for Call Centers?

To calculate and keep track of your call center’s attrition rate, it is important to make a note of the number of employees at the beginning and end of each month or year. Then, use the below formula to calculate the attrition rate:

Number of Attritions (no. of employees who left) ÷ Average no. of employees × 100

For example, if you had 28 employees leave in a year and your average number of employees is 220, then your attrition rate will be 12.7%. Using this formula, you can calculate attrition rates on a monthly or annual basis and note when or why employees are leaving.

How Can You Make Your Employees Stay?

Now that you know what causes high attrition rates in call centers, let’s look at some ways managers can reduce the rates by creating better work environments for their employees.

Invest in their Wellbeing

Keeping your employees happy and satisfied is extremely important to ensure they do their job well. Research shows that a strong employee experience (EX) leads to better results. Key aspects that improve EX reflect the employees’ mindset and goals. That is, having the ability to achieve one’s potential, opportunities for growth, a connection with the company’s purpose, and trust in leadership. Improvement in these areas will generally increase EX.

Motivate and Educate with Training

Provide your employees with a variety of opportunities to learn and better their skills. Training can be used to refresh old routines and goals. They can also help an employee advance and develop in their field. Think webinars, workshops, textbooks, on-going conferences. The more they learn, the more they are motivated to do better.

Focus on Recognition and Provide Constructive Feedback

Spend time appreciating good employee behavior and providing helpful feedback for behavior that needs improvement. Well-designed compensation and reward systems can reinforce the desired employee behavior and help them focus better on the company’s goals. This also helps with improving team culture. Peer recognition and teamwork build self-esteem. Feeling appreciated by your superiors and also your peers leads to great team culture.

Happy Employees, Happy Company

High attrition rates cause instability within the company as employees come and go unpredictably. It is difficult to keep track of tasks and develop strong relations in this case. It is, therefore, important to pay attention to your employees and encourage them. You will definitely see the results in their work and by extension, in your business.

Global Call Forwarding is a phone service provider offering virtual phone numbers designed for call centers. We provide unlimited extensions, international call forwarding, simultaneous ringing, call recording, and more, to help you create a strong network for your call center. You can forward calls, have them ring at multiple lines, and record calls for future reference. Have a look at our features and rates or reach out to us at +1-800-908-6171 for more information.

For an international finance bank, using an outbound calling center for client financial services is becoming increasingly common. In the financial industry, customer service is more important than ever. Customers have less loyalty toward banks than prior years and now have more options to choose from. For international finance banks, outbound call centers are excellent for communicating with and providing service to customers.

Benefits of Using Outbound Calling for Client Financial Services

There are many benefits to using outbound calling. Here are some of the top advantages of these services for an international finance bank.
Improved relationships with customers: Banks have to create relationships with customers to increase customer retention. Therefore, reaching out to customers to make them aware of events like “customer appreciation” days helps. Likewise, using outbound calling to welcome new customers or follow up goes a long way in maintaining good customer relationships.

Improved process efficiencies and resolution of customer inquiries: When a customer trusts you with their funds and savings, a high degree of care and responsibility is expected. Along these lines, outbound call centers help to improve efficiency and resolve issues using proven work processes promptly.

Attracting more new customers: Banking clients rarely look for competing services. With outbound calls, an international finance bank can contact a competitor’s clients or former clients and offer services. These calls can also serve to highlight the benefits of switching banks.

Outbound Calling for Increased Sales Conversions

Outbound calling centers can also extend their reach to include cross-selling and upselling. You can successfully integrate these sales techniques into an existing customer service strategy. This creates new opportunities for growing sales and the number of accounts with existing customers. Not only is it an extremely effective method for increasing sales and the use of existing customer services offered, but it can cost a fraction of what typically applies to traditional marketing methods.

Complete Branding Consistency

With an international finance bank or any professional finance company, branding is key. Clients look for trusted, reputable banking institutions that can handle their financial needs. Branding plays a significant role in creating this image. A business owner must ensure that branding is consistent across all channels, services, and locations. The type of customer service provided intrinsically affects branding. Outbound calling centers can provide personalized service that ensures the professional finance company’s branding is consistent across all channels.

Virtual Phone Numbers for Outbound Calling

Virtual phone numbers are available as either local or toll free. Using outbound calling features with a virtual phone number allows you to make outgoing calls from that number with the corresponding caller ID. A business owner can have a company based in one location, a call center based in another country, and still have a phone number that is local to where the company is based (or a toll free number) show up on the caller ID when they make calls. This helps to maintain a standard of professionalism. Customers are also often more apt to answer calls from certain phone numbers versus a phone number that is foreign to them.

How Do I Get a Virtual Number For My Business?

Getting a virtual phone number for your business is very simple. Several providers offer virtual phone numbers, but it is critical to opt for a provider that is experienced and reliable. Global Call Forwarding has been focused on offering global communications solutions for businesses for over two decades. Global Call Forwarding offers virtual numbers in over 150 countries worldwide along with outbound calling and other beneficial features.

In Closing

For an international finance bank or other professional finance company to remain competitive, setting up outbound calling to provide superior client financial services is key. Contact Global Call Forwarding for more information, or to purchase a virtual number with outbound calling today.