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Category: Learn

Outsourcing with Call Forwarding: Reduce Costs With Cloud Telephony

26th September 2023 blog
An image of outsourcing with call forwarding.

In the past few years, we’ve had disruptions, inflation, looming recessions, and more. And businesses are questioning short-term and long-term goals and, more direly, budgets. In the middle of all …Read More »

14 Best Softphone Apps (2024)

25th September 2023 blog, VoIP
An image of the best softphone apps in 2023.

A modern technological marvel, softphones have revolutionized the way we communicate. In essence, they are software-based phone applications that enable you to make phone calls over the internet. This means …Read More »

9 Business Use Cases for International Phone Numbers

22nd September 2023 blog
9 use cases for international phone numbers.

International phone numbers make it easy for businesses to expand and extend services to new markets globally. But how do you use these numbers effectively so that they get in …Read More »

Sprint Discontinues ITFS Number Service (News)

21st September 2023 blog
Sprint discontinues ITFS service.

As part of T-Mobile’s expansion plans, the company acquired Sprint back in 2020. Since then, Sprint has been gradually shuttering down its different services including discontinuing its ITFS number service. …Read More »

How to Design an Escalation Matrix in Your Call Center

17th September 2023 blog
How to create an escalation matrix for your call center.

In today’s fast-paced business landscape, round-the-clock customer support is a strategic necessity. If phone support is your preferred customer service approach, then you need to ensure customers can effortlessly connect …Read More »

Telecom Tips for Enabling a Global Service Desk Hotline

11th September 2023 blog
Image of a well-functioning IT Service Desk hotline across multiple countries.

In today’s interconnected world, businesses rely heavily on internal IT help desks or service desks to provide crucial technical support for their employees. Think of the service desk as the …Read More »

Why Every Call Center Needs Call Queuing

8th March 2020 Call Management, Learn

Looking for a service that can improve customer service and caller experience? Call queuing or call queue management is the advanced call center tool you need!

What is Call Queue Management?

Call queue management or call queuing is a call center concept or feature. When a business uses call queue, its callers hear a greeting, followed by an IVR presenting them with menu options. They are then sent into a call queue with “hold music” or “wait music” playing, letting them know what “wait” position they are in. In other words, “You are 2nd in line” or “You are next in line.”

This way, calls are still accepted — that is, no busy tone is heard. And callers are made aware of their position in the call queue so that they can estimate how long it will take for them to receive service.

In call queue management, there are agents consistently connected to the queue. However, during high volume periods, additional agents or remote agents can log in and join the queue, reducing the burden on current agents.

Benefits of Call Queuing for Call Centers

Businesses of all sizes can use call queuing to create a more efficient workplace. Call queue management not only ensures that each caller gets their chance but reduces missed and abandoned call rates. Furthermore, by letting customers know how long it may be before they get service can help reduce frustrated callers. Here are a few benefits of such a feature:

1. Reduced call abandonment rates
Any business that has a high call volume or call traffic periods needs call queuing to manage these calls. By lowering the average time spent in a call queue, you can improve call abandonment rates. After all, nobody likes waiting in line for too long.

2. Improved customer satisfaction
At times, customers wait for a representative for 20-30 minutes to an hour on a call. As you can understand, that can be tremendously frustrating. By letting callers know what their call position is, they are more prepared to wait. Furthermore, you can provide them with the option of leaving a voicemail, if they don’t wish to wait too long.

3. High first call resolution rates
Lastly, you can use this tool to solve customer concerns and queries on the first call itself. Callers are waiting in line with an estimate of how long their call will take. This will encourage them to stay on the call instead of abandoning it and calling again.

9 Must-Have Call Queuing Features

In order to effectively implement call queuing, your teams will need call queuing features that support high call volumes and allow agents to offer uninterrupted service. Here are the top 9 call queue management features to consider:

1. Cloud IVR System

A cloud IVR system will answer calls, route callers to the appropriate department or employees, and may also try to resolve the call itself. IVR systems can be programmed to help callers navigate menu options, troubleshoot, and complete certain actions such as making a payment, activating an account, and so on. This way, callers with common requests can have their concerns resolved without the need for an agent. However, if the issue cannot be resolved, the call can then be transferred to the queue where the caller waits for an available agent.

2. Custom Hold Music

Playing gentle hold or wait music for callers is always a good idea. Silence can be confusing; loud jarring music can be frustrating; a continuous loop advertising your services may also tick the customer off. Choose music that is soothing to hear while they wait on hold or in queue. You can even add custom announcements telling them what position they are in.

3. Maximum Hold Time

Call queue management is important when using a call queuing feature. This means that if a caller has been waiting for maximum hold time, they get immediately rerouted to another destination, remote workers, a different queue, voicemail, or another announcement. Therefore, setting a maximum hold time is necessary, and this can be 5, 15, or 30 minutes. Avoid setting a maximum hold time beyond 30 minutes as callers will usually abandon calls that make them wait that long.

4. Time-Based Routing

Time-based routing is a routing strategy that automatically routes or forwards calls to different destinations or numbers based on the time these calls are coming in. This setting is predetermined by the account user. And so, you can forward calls that come during off-hours or over the weekend to remote workers or your home office. Additionally, during high call traffic periods — which can be determined by studying call reports and conducting call analytics — you can have calls routed to additional agents and remote workers.

5. Location-Based Routing

Location-based routing forwards calls to different destinations and numbers based on the location of the caller. This means that a caller from a different region can get customer service in their time zone and language preferences.

6. Skill-Based Routing

This type of routing enables callers to reach the right agent by inputting their preferences such as language or expertise. Then the call is transferred to an agent that has those skills. This can help improve customer satisfaction.

7. Simultaneous Ringing

Simultaneous ringing enables all incoming calls to ring on multiple devices as needed by the account user. This means that while callers wait in queue, there is a higher chance of them receiving service quickly. Since the call rings on multiple devices, the caller can get service as soon as an agent is available.

8. Call Recording

Call recording is a virtual communication feature that lets users record all incoming and outgoing calls to be reviewed in the future. Certain VoIP providers, like Global Call Forwarding will offer customizable options such as the ability to adjust the percent of calls to be recorded or how long to store the recordings (from 30 days up to 6 years). Reviewing these recordings can help sales and marketing teams identify calls that were successful or unsuccessful so that they can do better in the future.

9. Call Analytics & Reporting

Lastly, use call analytics and detailed call reports to learn more about your business communication system and customer trends. For example, find out peak call hours, preferred calling methods, use call tracking to identify which advertising channels are attracting the most customers, and so on.

Build a Better Business Phone System

These virtual communication tools can help you create a safe and efficient communication system for your business. Offer quick and accurate service and convert new customers into regulars. To learn more, call us at 1 (888) 908 6171 or chat with an expert today!

Improve Customer Success and Retention for Your Online Marketing Service with Outbound Calling

5th March 2020 Learn

For many businesses, customer success and service can vastly impact how well they succeed and how long they survive. You will find that your online marketing service is no different. And so, you need every tool and feature available that can support your outbound calling needs which, in turn, will increase customer retention rates. Let’s see how all these elements work together.

What is Customer Success and Retention?

Customer success and retention are business functions that focus on providing customers with the necessary tools to succeed and achieve their goals. And, thereby, convert them into a returning customer. Customer success is a proactive approach where employees or reps reach out to customers to work together and find better solutions. Some tactics include suggesting other products, offering upgrades, cross-selling, providing market research and analytics, etc.

To ensure your marketing service is offering customers the best quality of work, customer success enables you to:

  • Develop strong customer relations by understanding their needs and goals
  • Take into account metrics and analytics for improvement
  • Help them reach their long-term goals
  • Present your product or service as the solution.

Customers who find value in your service—and can track their growth and success—will come back for more. These are the customers who will further recommend your marketing service to others.

Cold and Warm Contact with Outbound Calling

Because of these reasons customer support and retention are extremely crucial for the successful running of your company. So, why do we recommend using outbound calling for marketing services? This service offers a way to reach as many customers as you want, anywhere in the world for a reasonable subscription rate.

Outbound calling supports high outgoing call volumes. Whether you are conducting market research for a client or welcoming new clients or want to stay in constant communication with customers to help them achieve their goals, outbound calling will enable steady, reliable, and high call quality.

Reach More Customers by Switching Your Caller ID

More importantly, however, outbound calling gives you the ability to reach customers, clients, and markets across the world through your phone. How can you do this? First, you buy multiple local and toll free business numbers for areas and markets you want to target. Then, through our outbound calling feature, you can override your caller ID to display one from the list of numbers purchased.

For example, say your company is based in India but you want to expand to Morocco, Egypt, Algeria, and Mauritius. You can purchase numbers from Global Call Forwarding for these countries and then when you call Morocco, you can have the caller ID on your prospect’s phone display the Morocco number. Likewise, it can be coordinated the same way for the other countries you are doing business with.

Give Customers a Reason to Trust Your Service

The benefit of using virtual numbers and outbound calling for sales and marketing services is that you don’t have to pay high international calling fees. This is because your calls are routed through the internet instead of traditional phone lines. Calling and managing global clientele has never been easier.

Additionally, prospects are more likely to answer calls from numbers they are familiar with. And they are also more likely to ignore calls from areas and country codes they don’t recognize. So it is necessary to increase customer loyalty and confidence in your brand by being there for them proactively and demonstrating that their success is valuable to you.

How Can Global Call Forwarding Help with Customer Success?

Global Call Forwarding has local, international, and toll free numbers for more than 160 countries across the world. You can purchase multiple numbers with your outbound calling plan and pay only for what you subscribe to. Sign up for a new number or call us at 1 (888) 908 6171 for more information. We are here to help you achieve your goals and satisfy your loyal customers. Take advantage of our services today!

How to Dial a UIFN Number

5th March 2020 How To's, Learn

So, you’ve purchased a universal toll free number (UIFN) and want to learn how to use it. UIFN numbers are a good resource for businesses looking to expand internationally. But before we discuss how to dial a UIFN number, it is important to understand what such numbers are and how they work.

What are Universal Toll Free Numbers?

Universal International Freephone Numbers, or UIFN are similar to international toll free numbers. They make it free for customers to contact your business, with the added benefit of using the same number in multiple countries. Businesses looking to expand their growth to cover more countries across the world will find a need for a UIFN number.

How this works is that the UIFN number is a unique number that can be reached from any country in the world. And so, instead of advertising multiple contact numbers for each country, you can advertise one universal number that is toll free, no matter where callers are calling from.

Countries Where UIFN Numbers are Available

Now, you can also request a UIFN for the 3 or 4 countries you want to connect with. Say, your business is located in the United States but you want to create a communication channel with Australia, Brazil, France, and Germany. You can request a UIFN for these countries and then add new countries — that is, new markets — while keeping the same number.

Only a limited number of countries participate and work with UIFN numbers but more are being added. UIFN numbers are currently available in up to 62 countries spread across the globe. A few of these are:

  • Argentina
  • Australia
  • Austria
  • Belarus
  • Belgium
  • Brazil
  • Bulgaria
  • Canada
  • China
  • Colombia
  • Costa Rica
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • French Guiana
  • Germany
  • Greece
  • Guadeloupe
  • Hong Kong
  • Hungary
  • Iceland
  • Israel
  • Italy
  • Japan
  • Kazakhstan
  • Kyrgyzstan
  • Latvia
  • Lithuania
  • Luxembourg
  • Macau
  • Macedonia
  • Malaysia
  • Malta
  • Martinique
  • Mayotte
  • Netherlands
  • New Zealand
  • Peru
  • Philippines
  • Poland
  • Portugal
  • Romania
  • Reunion
  • Saint Pierre and Miquelon
  • Singapore
  • Slovakia
  • Slovenia
  • South Africa
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • Taiwan
  • Thailand
  • United Kingdom
  • United States
  • Uruguay
  • Uzbekistan

UIFN Calling: Regulations

While UIFN numbers seem like the ideal way to connect with customers across the globe, it is important to keep in mind that there are some regulations and restrictions applied. For example, certain origination countries may impose restrictions on calling abilities and the networks your customers can dial from. Additionally, countries have different prefixes that need to be dialed before dialing the 800 number. Some of the regulations regarding purchasing and dialing UIFN numbers include:

1. The UIFN number needs to be registered in at least two countries.
2. These numbers require a one-time set-up fee.
3. The number needs to be activated for inbound calls from at least two country codes within 180 days.
4. A different format is needed to dial UIFN. Customers will have to include a country code or international access code as a prefix at the beginning of the 800 number.

Sign Up For UIFN

How to Dial a UIFN Number?

Now that you have a better understanding of how UIFN numbers work, let’s look at how to dial a UIFN number. UIFN numbers start with “800,” assigned to them by the International Telecommunication Union (ITU). With this, customers from anywhere in the world can dial and call a UIFN number without being charged for the call. However, the format varies depending on which country is being called. The format generally is:

International access code (IAC) + 800 + 8-digit UIFN

And so, to successfully dial a UIFN number, customers need to know the appropriate international access code. Then, they can add 800 and dial the rest of your UIFN number. Always confirm with your provider what your customers will need to dial to reach you.

Now you know how to dial a UIFN number. But, as you can see, the process can be slightly complicated. Additionally, when dialing, customers may not recognize this number as a toll free number. They are typically more accustomed to 800 numbers or their national toll free number formats.

Universal Coverage with UIFN Numbers

If you want to expand your business globally and work with customers from different countries, then request a UIFN number.

For more global access with a single toll-free number, you may be interested in our Toll Free FlexDial solution — a popular UIFN alternative. Browse our FlexDial prices or reach out to a team member to learn more.

Using Virtual Telephone Numbers With My Cisco Phone System

4th March 2020 How To's, Learn

Cloud communication is the future. Making calls over the internet instead of traditional phone lines can increase efficiency and reduce costs. To set a VoIP office system, you will need a VoIP service provider offering virtual numbers as well as an IP phone or a softphone to make calls from. Here, we will look at how to use virtual telephone numbers with Cisco phone systems

Cisco Phone System: An IP Solution

Cisco is a telecom company offering a variety of phone products and software to enable better communications. Paired with virtual numbers from Global Call Forwarding, you can build a strong office phone system that will support your internal and external communications. So, how do you use virtual numbers and VoIP service with your Cisco phone system?

Purchase Virtual Numbers

To use virtual numbers through your Cisco phone system, first purchase virtual telephone numbers from Global Call Forwarding. We offer toll free, local, and international toll free numbers for more than 160 countries across the world. You can get one or multiple numbers as you see fit.

To purchase numbers:

  1. Sign up for a new number on our homepage.
  2. Under “Select Your New Phone Number,” enter the necessary information for the new number you desire.
  3. Then, on the right, enter the destination number. This is where you want incoming calls to be forwarded.
  4. View rates and select one that is suitable for you.
  5. Add additional communication features such as Call Recording software and Outbound Calling.
  6. Complete your purchase and activate your number(s).

Make a Note of your SIP Information

Once your numbers are ready to be used, you will need to locate your SIP information to use later for configuration purposes. You will need certain information such as your SIP PIN number, the password, and the domain.

To locate the PIN number for your account:

  1. Log into the Global Call Forwarding control panel.
  2. Under Account Overview, select Outbound Calling.
  3. In the first column, locate your PIN number.
  4. Then, navigate to the right side and click on the Tools icon.
  5. A pop-up will appear.
  6. Scroll down to Password.
  7. Now, note your SIP PIN number and Password.
  8. The domain for Global Call Forwarding is mysipaccount.net.

Configure Your Cisco Phone System

A Cisco phone system is a voice over internet protocol (VoIP) phone system that, once configured, will enable you to make quick and easy calls over the internet. However, it needs to be connected to your VoIP provider first. Begin by setting up your device:

  1. Remove device materials out of the packing box.
  2. Connect the main desk phone to the handset by connecting its coiled cord to the “Handset” port on the backside of the desk phone.
  3. Then, connect the desk phone and the internet. Plug one end of the ethernet cable into the “LAN” port of your desk phone and the other into a port on your internet modem.
  4. Now, your phone is powered on and connected to the network.

The next step is to locate the phone’s IP address. This depends on the type of model you have. The most common way to find the IP address is through the Network configuration menu within the Setup menu on the phone.

Now, type this IP address into your internet browser and it should open up a Cisco webpage. Here, enter your Cisco login information. Check the documents included with the phone for the login and password. Contact the seller, if you cannot find the necessary information.

Once logged in, navigate to Basic settings and under Voice > Ext 1, enter your SIP PIN, password, and domain/proxy. On saving, your phone should now be compatible with your VoIP provider.

Using VoIP with Cisco Phone Systems

As you can see, the set up here is pretty easy and straightforward. Once you have everything ready to go, you can make high profile calls with high call quality and reliability. Build your IP office system and watch it increase efficiency and manage calls better.

What is the Difference Between Toll Free and Local Phone Numbers?

2nd March 2020 Learn

Are you in the market for a business phone number but cannot decide between local and toll-free numbers? Selecting the right phone number type is crucial for your company’s communication strategy.

Whether you are a startup, a local business, or a large multinational corporation, choosing between a local phone number and a toll-free number will impact customer engagement and your brand image.

This guide will help you understand the key differences between these two types of numbers and why you might choose one over the other based on your business needs.

Local Phone Numbers vs. Toll-Free Numbers

Due to technological advancements, you now have more business telephone number options than ever before. Both local and toll-free phone numbers have unique benefits that suit different business strategies and use cases. Before you start, you should consider how the benefits of each number type support your business use case.

Why do Businesses Use Local Phone Numbers?

Local phone numbers correspond with a specific geographic location or city. These numbers have a designated area code for the city, town, or state they are issued in, such as 786 or 305 for Miami and 204 for London. Local numbers are beneficial for:

  • Establishing a local presence: They signal to partners and consumers that your business is part of their local community.
  • Enhancing local SEO: Local numbers improve your chances of appearing in and being contacted through local searches.
  • Building business relationships: Outbound calls are more likely to be answered because these numbers foster trust with local clientele.
  • Increased engagement: Customers and prospects are more likely to call a local phone number than an international one from another country.
  • Targeting specific markets: With virtual numbers, you can have multiple local numbers for different regions from one central location.
  • International reachability: Local numbers can be dialed from within the country and from other countries.

Calls made to these numbers are not free. Callers pay what their provider charges for local calls. However, people in-country can still contact your business to resolve their concerns over the phone without paying international calling charges. Local geographic numbers can also receive calls from outside the country and across mobile networks.

Thanks to its accessibility from in-country and abroad, a local phone number can be a local and regional contact number. And you can have one without physically expanding to another city and opening a local office. You can target different markets from one central location if you buy local phone numbers in other cities and countries. In this article, you can learn about using local numbers to establish a virtual business presence.

What Can Toll-Free Numbers Do for Businesses?

Toll-free numbers are not tied to specific local areas. They allow callers to reach your business without incurring charges. The business bears the cost of the calls, making toll-free numbers a suitable option for:

  • National reachability: They are ideal for businesses expanding to specific countries or servicing employees and customers in other countries.
  • Professional image: Toll-free numbers, such as 1800, 0800, or 888, are associated with established, customer-focused businesses.
  • Enhanced customer service: They encourage customers and local partners to reach out without concern for call charges.
  • Marketing and brand recall: Toll-free numbers have better brand recognition and are more effective in marketing materials.

While using toll-free numbers might seem obvious, you need to know that they are usually only reachable from in-country. They generally cannot be dialed from other countries, with only a few exceptions, making them a less-than-ideal choice for businesses that need a phone number that can be dialed from multiple different countries.

Does Your Business Need Local or Toll-Free Numbers?

The decision ultimately depends on factors such as your target market, expansion plans, desired brand image, and company documentation.

Local numbers may suit businesses with their sights set on having a hyper-localized brand presence, but their documentation requirements can be stricter. For example, local numbers in certain countries require a preexisting company presence. Toll-free numbers, on the other hand, are better for businesses aiming to project a corporate image to a wider national audience. Documentation requirements are also generally less strict with toll-free numbers than local ones.

Choosing Between Toll-Free and Local Numbers

So, how do you choose which phone number type will better suit your business? There are a few questions to review with stakeholders:

  • How will this phone number be used?

Your business phone number shapes customer expectations and trust. Local numbers create an impression of a community-focused business in a specific locale, while toll-free numbers convey a sense of a larger, more established company.

  • Do you need a local city presence or a wider national reach?

Local phone numbers are tied to specific cities, while toll-free numbers are nationwide. Choose wisely.

  • Does this phone number need to be reachable from other countries?

Toll-free numbers are generally not reachable from other countries, while local phone numbers can be dialed in-country and abroad. Choose a local number option if you need the phone number to be reachable worldwide.

  • Do you have the proper documentation requirements?

Review the country documentation required and learn more about why documentation is required to get a business phone number.

  • What is your budget for IT and telecommunications projects?

Toll-free numbers might have monthly initial costs due to the business bearing call charges, but they can encourage more customer interactions, higher sales volumes, and happier customers. Being more cost-effective, local numbers might be a better choice for smaller businesses with a limited budget focusing on a specific region.

Let Global Call Forwarding Help You Decide

Our team of experienced telecom experts can help you decide whether a toll-free or local number is right for your business. We can also walk you through each phone number type, present a demo, and help you get started with a free trial to test both options.

You can also experiment with both number types. Set up toll-free and local numbers simultaneously, and see which is better for yourself.

IVR: The Office Automation Tool That Makes Business Communication Easy

27th February 2020 Learn

As a new company or one that has been running for a few years, you are always looking for ways to improve office productivity and efficiency. And with advancements in technology, businesses are finding more and more utility for office automation tools like interactive voice response (IVR), product and content management software and applications, and more. Here we will look at how IVR improves internal and external communication.

Interactive Voice Response: A Necessary Office Automation Tool

Interactive voice response (IVR) is a communication tool that allows an automated voice to answer incoming calls and assist callers. This is achieved through highly effective technology that enables a computer to speak with a client using voice and digital tones. When an interested individual calls a company, this feature can be set up to welcome the caller, provide information about your company, and ask what task they’d like to complete today.

How Does an IVR System Work?

IVR systems work based on how you program them. You first need to purchase the service from a cloud-based phone service provider, like Global Call Forwarding. Then, you create a phone tree that maps out how customers will interact with the automated voice. They could either use their keypads or say words, or both, to move closer to completing their task. Then, you input this map into the software offered by your provider. Now, when callers call in, they will have a custom welcome greeting and a menu of options. Click here for information about how such systems work.

How Businesses Are Using This Feature

For small businesses to large corporations, IVR can be programmed and customized to meet your specific communication needs. Say, you are a pharmacy and want to cut down time spent on the phone refilling prescriptions, you can have the IVR take care of it. For example, your IVR could ask callers to “Press 3 to refill prescriptions.” Callers can then be asked to provide their information and the name of the prescription they’d like filled. Then, your business gets a notification of the renewal request. Here are some other examples of what an IVR system can do:

  • Place orders
  • Process payments
  • Verify accounts
  • Activate services
  • Register complaints
  • Collect caller information
  • Checking account balances
  • Record surveys
  • Make appointments
  • Direct callers to appropriate departments
  • Provide business information (like office hours or movie showtimes)
  • Provide customer support options
  • Interviews to streamline hiring processes, and more.

Having automation take care of these simple tasks can considerably cut down phone time and free up agents or employees for more complicated tasks or to resolve bigger customer issues. And that is the main reason why office automation is growing more and more popular with businesses. It creates an environment that supports high productivity and reduces time-consuming tasks.

Benefits of Including Automation In Your Communication System

With a well-developed IVR office automation system, calls are answered immediately, instantly improving the caller experience. Customers trying to contact your enterprise or store or wanting to complete a task don’t have to wait in long lines, and they appreciate the convenience. You can create customer greetings providing company information and important departments. You can also include announcements, new promotions, etc. Additionally, you can control and coordinate your IVR system, provided it is from a cloud-based provider, from anywhere in the world. This helps with companies that have multiple offices and employees spread across the globe.

Make Your Office Phone System Efficient and Professional

You can get IVR with your purchase of virtual business numbers from Global Call Forwarding. Tailor and customize this feature based on the number of employees or lines your company uses. Streamline and organize your office communications to increase productivity. Talk to an expert at Global Call Forwarding to find out how we can help you set up the perfect IVR system for your business needs.

Benefits of Recording Business Calls: Invest in Call Recording Software

25th February 2020 Learn

Considering recording business calls? You are on the right track. Utilizing a call recording software is becoming a common part of running a company. This is because recorded calls can help with training new employees, identifying areas of weakness, and protecting your enterprise from liabilities and scams.

Call Recording Software for Business Communications

More and more companies are investing in call recording software. This is primarily to document incoming and outgoing calls and prevent the loss of important customer data. Additionally, transactions and purchased records act as receipts. But the important part is that recording makes this information accessible in the future. It can, then, be referred to resolve doubts or concerns and set the record straight.

Global Call Forwarding’s Call Recording software lets you record 100% of calls and stores them as MP3 files for up to 6 years. You can add this feature to your inbound or outbound calling plan. And you can adjust the recording percent to whatever your needs require.

Let’s look at some of the main reasons why corporations are recording business calls.

Record-Keeping Made Easy

With call recording, you can keep track of incoming and outgoing calls, and why these calls were made. This can then be referred to in the future to resolve an issue or to study consumer behavior. For example, you can identify a common issue with your service if a good percent of incoming calls revolve around that issue.

You can also use recording software for call tracking purposes. Call tracking is where you make a note of call timings, call lengths, average handling time (AHT), where calls are coming from, etc. Such metrics can teach you more about customer preferences — such as preferred calling times and days, and more — which will help you serve them better.

Quality Assurance

Recorded calls make for great training material. Call center managers and team managers can study past calls to review their employees on call. This can help identify successful sales tactics or areas of error. Some common points to focus on when conducting performance analysis are:

  • Is the agent sticking to the script or wavering too far?
  • Are they able to answer customer questions and doubts?
  • Is the interaction positive or dull? And so on.

Then, you can re-train employees with real examples to encourage them to meet your standards. You can also highlight good customer service behavior and reward agents who do well. This further incentivizes other employees to follow suit. Call recording, therefore, can improve quality assurance.

Protection From Liabilities

Lawsuits are a common occurrence in the business world. And record-keeping is one way to deal with possible future issues. Call recordings can, therefore, function as evidence to prevent personal or business liability or to resolve an issue that can land a company in jeopardy.

Compliance Requirements for Financial Companies

Corporations offering financial services are required to be in compliance with different regulations, depending on their location and who they are doing business with. The MiFID II legislation is for EU-based companies doing business with EU clients while the Dodd-Frank Act is focused on US-based services and customers.

In addition to this, different countries and states have different compliance laws that state the nature of consent required. For example, some countries ask for written consent by both parties before calls are recorded while others accept verbal consent. The GDPR compliance is one such important rule. These rules must be kept in mind when utilizing a call recording software for business.

Increase Efficiency and Productivity

Reduce errors and miscommunication with a call recording software and improve office productivity. Sign up for a new business number with us or port your existing number to Global Call Forwarding and add Call Recording to your business communication system. Not convinced yet? Contact us to learn more.

7 Benefits of Making Calls with a Local Caller ID

24th February 2020 Learn

Part of running a company is ensuring that clients stay satisfied, leading to a high customer retention rate. And how do you make that possible? By boosting customer care efforts. Businesses must pay attention to how incoming and outgoing calls are functioning to see where they can do more. You can boost your outbound calling efforts by using a local caller ID when making business calls.

What is a Local Caller ID?

Local caller ID — also known as custom or dynamic caller ID — is a cloud telephony feature where you can override your phone line’s caller ID to display a different one. Businesses can use this feature to display their business phone number when calling customers from locations other than their main office building.

For instance, remote employees and employees in other office locations need to use a business caller ID when calling customers. How else will customers recognize who is calling? And when customers do not recognize a caller ID or phone number format, they may choose not to answer the call. This is especially the case with businesses with global customers and where international calls lead to caller IDs displaying unknown numbers. That’s where a local caller ID proves helpful.

Using Customized Caller IDs with Outbound Calling

To display custom caller IDs, you will need an Outbound Calling service and local phone numbers from a cloud communications provider. Then, when making outbound calls, you can display the caller ID for any of these numbers. A strong customer support team and a few local phone numbers will give you the ability to reach customers near and far with a caller ID they will recognize.

Example of Using a Local Caller ID

Say, your sales team is located in California but is making calls to clients in New York and Florida. They can display a local New York and Florida area code number as their caller ID instead of a California number. This way, customers are more likely to answer your call because they recognize it as a local call. They might dismiss a call from a number and area code they do not recognize.

7 Benefits of Making Calls with Local Caller IDs

So, what can your business achieve with custom outgoing caller IDs? Here are the top benefits of customizing your caller ID when making sales, marketing, and customer support calls:

1. Enter New Markets and Expand Globally

Use cloud phone numbers to connect with global customers spread across the world. And use these numbers as your caller ID by overriding the existing ID. Expand and scale globally at your own pace.

2. Establish a Local Presence

Use local phone numbers to make your business appear closer than it physically is by creating a virtual local presence in different locations. Customers tend to respond more positively to business entities that are within their localities, which can help foster trust.

3. Two-Way Local ID Match

You can use the local phone numbers you own to match your caller ID with the location of the customer or contact you call. This way, the recipient recognizes your phone number as a local number.

4. Increase Local Response Rates

Displaying a local caller ID increases the chances of your call being answered. Customers tend to ignore call centers using toll free or blocked numbers. And you could lose a valuable client due to this minute detail. But locals receiving a call with a recognizable area code are more comfortable answering. This is mainly because they know they won’t be charged extra for a local call.

Related: Directum Translations Increases Call Connection Rates with a Local Caller ID

5. Make Your Business Accessible

It is important to make it easy for global customers to call your business. The fewer interruptions and hoops to jump, the better. A local call incurs regular local calling rates. Customer prefer this and calling for free (toll free) instead of calling an unknown number and getting charged with high international rates. The custom caller ID feature lets customers call your local phone number for local rates, even if your business is actually located elsewhere.

6. Support Remote Employees

The major benefit of cloud communications is the ability to stay connected from any location, with no interruption to business continuity. No matter where your teams are located, traveling and remote employees can use business local IDs to appear professional during business calls.

7. Easy Caller ID Management

Cloud providers make it easy for you to change and adjust your caller IDs as and when needed. Most of the time, you can simply log in to your account, navigate to call management settings, and update. The change goes into effect immediately and you are ready to make calls with your desired caller ID.

How Can You Get a Local Caller ID for Business Calls?

You can get outbound calling and customized caller IDs with Global Call Forwarding:

  1. First, visit our Outbound Calling page to find a cloud phone service plan for your business.
  2. Choose from the five different plans available.
  3. Scroll down to add Hosted Call Recording to your plan.
  4. Click on Add to Cart, enter contact and payment information, and complete your purchase.

Once your order is submitted, a customer service representative will get in touch with you. Then, you can log in to your control panel and make changes as needed.

Get Outbound Calling with Global Call Forwarding

Outbound Calling with custom caller IDs makes it possible to call local and international clientele while eliminating physical distance. If you think your company can benefit from having this service, now is a good time to add Outbound Calling to your business communication system. Boost your business communications with Outbound Calling and local caller IDs from Global Call Forwarding. Call us at 1 (888) 908 6171 to learn more!

Dodd-Frank Act: Call Recording Compliance for US Banks

20th February 2020 Learn

If you’re a network or voice administrator and work in the financial services industry, you have likely heard of the Dodd-Frank Act. Compliance with the Dodd-Frank Wall Street Reform and Consumer Protection Act is essential.

Enacted in response to the 2008 financial crisis, Dodd-Frank aims to protect consumers during financial transactions. A critical component of this Act is its obligations on call recording compliance. Financial institutions must comply with these requirements to ensure transparency and avoid legal repercussions.

Join us in understanding call recording compliance and stipulations under the Dodd-Frank Act.

The Basics of Call Recording Compliance Requirements With Dodd-Frank

The Dodd-Frank Act outlines several rules and restrictions financial institutions must follow regarding business communications. These include:

  • Recording all communications across various mediums (phone, email, text, video).
  • Storing records for the duration of the transaction and five years thereafter.
  • Time-stamping all records for accountability.
  • Organizing records for easy accessibility.

With these regulations, financial transactions and correspondences are recorded, and banks become more responsible for their behavior.

Understanding the Technical Aspects of Compliance

To comply with Dodd-Frank Act regulations, electronic records of conversations cannot be rewritten or erased. As a result, banks must use technology that supports WORM storage. Financial institutions should enlist the help of IT professionals to select appropriate call recording, video recording, and storage solutions.

The Impact of Non-Compliance

Failure to comply with the Dodd-Frank Act’s call recording requirements can have major consequences for a financial institution. These consequences include legal penalties, financial losses, and damage to reputation. Businesses must understand and respect the importance of recording and securely storing all transaction-related communications.

How to Comply with Dodd-Frank Call Recording Requirements

To ensure compliance, financial institutions should:

  1. Implement a call recording system capable of capturing all forms of communication.
  2. Ensure the system is compatible with WORM (Write Once Read Many) storage facilities, as mandated by Dodd-Frank regulations.
  3. Regularly review and update call recording practices to align with evolving compliance requirements.

Investing in a reliable call recording solution is not just about regulatory compliance; it’s about safeguarding your institution’s integrity and maintaining trust with your clients.

The Role of Voice and Network Administrators

Voice and network administrators are usually responsible for selecting, installing, and maintaining call recording systems. They must ensure that the voice infrastructure is secure, reliable, and capable of handling the volume of data generated by recordings and storage. Regular audits and updates to the system are necessary to maintain compliance and address any vulnerabilities.

Choosing a Call Recording Solutions for Dodd-Frank

Network administrators should consider cloud-based call recording services when evaluating recording solutions. Compared to traditional hardware-based systems, these offer scalability, mobility, ease of access, and cost-effectiveness. Moreover, these solutions often have advanced features like encryption and offer long-term storage as an add-on.

Start Recording Business Phone Calls

There are a few different ways you can record calls:

  • Physical recording device
  • Software application
  • Cloud-based recording tool from your business phone service provider.

Using a recording device or your computer is a good idea. However, these may not provide enough storage space to store all recordings. Plus, high-quality recording equipment and storage do not come cheap. This is why businesses should opt for a cloud-based solution.

Our system is cloud-based and records all incoming calls. You can also adjust the settings to a specific percentage if you prefer. Additionally, you can also get outbound call recording. Store recordings as MP3 files and access them in the future. Our system allows secure long-term storage for up to 6 years.

Ready to set up a call recording system for financial services? You can do so easily with Global Call Forwarding. Follow these steps:

  1. Visit our pricing page.
  2. On the left-hand side, follow the prompts to select a new number.
  3. Enter the destination number or SIP address where you want to receive calls.
  4. Look through the different plans available and pick one.
  5. Proceed to the next step and click “Add Call Recording.”
  6. Review the Terms and Conditions, enter your billing information, and complete your purchase.
  7. You now have a business phone system with call recording.

Ensure you follow federal and state laws regarding consent for recording calls.

 Add Call Recording to Your Business Phone System Today

Financial institutions must adhere to the Dodd-Frank Act’s call recording requirements.

By understanding the regulations, implementing the right technology, and involving IT professionals in the process, financial institutions can ensure compliance, protect their interests, and maintain client trust. Our voice solutions for financial services and dedicated team of telecom experts can help equip your business with the right tools.