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Category: Tips

5 Toll-Free FlexDial Use Cases

15th February 2024 blog
An image of toll-free flexdial use cases.

Well-run businesses understand the importance of communication and accessibility. Whether communicating with customers, leads, or internally with employees, phone calls remain among the most effective ways to exchange information. While …Read More »

The Pros and Cons of Toll-Free FlexDial

14th February 2024 blog
The pros and cons of toll-free flexdial.

A quick overview of the pros and cons of Toll-Free FlexDial, a global cloud communications solution. Understanding The Advantages And Disadvantages of FlexDial Toll-Free FlexDial has emerged as a pioneering …Read More »

Mexico Phone Number Guide: An Explainer

13th February 2024 blog
An image of Mexico's phone numbers format with an example.

A Mexico phone number serves as a strategic tool for businesses looking to expand into this vibrant market. Thanks to its strategic geographical location, Mexico has the second-largest economy in …Read More »

UK Phone Number Guide: An Explainer

5th February 2024 blog
The ultimate guide to UK phone numbers.

The United Kingdom, as the third-largest economy in Europe, boasts a flexible and transparent business market that encourages entrepreneurial growth. It stands as one of the global financial hubs, with …Read More »

Germany Phone Number Guide: An Explainer

1st February 2024 blog
Guide to Germany phone numbers.

A Germany phone number is a crucial asset for businesses aiming to establish a presence in one of Europe’s economic powerhouses. The country boasts the fourth-largest economy in the world …Read More »

Australia Phone Number Guide: An Explainer

18th January 2024 blog
An image of our guide to Australia phone numbers.

Australia presents a compelling landscape for businesses looking to expand. It ranks as the 12th largest economy globally. Its strategic location in the Asia Pacific region makes it a gateway …Read More »

How To Record a Phone Call

23rd January 2020 Learn, Tips

No matter which end of business you are on, you may need to learn how to record a phone call. This is significant when you need to remember important information or store important information that can be referred to later. It is not always possible or convenient to type out notes from a phone call. But a recording of that call gives you more time with the material. It also gives you time to review and learn from the quality of that conversation. And so, call recording is becoming an increasingly necessary tool for business communications, even more for companies looking to improve their customer service efforts.

How To Record A Phone Call for Business

You can choose how to record a phone call from a few different methods. But it depends on what type of phone system you have and what type of calls you want to record. For instance, do you want to record incoming calls only or outgoing calls, as well? Additionally, if the quality of the recording is important for your purposes, then you may want a call recording software that is designed specifically for good recordings.

It is important to note that there are federal and state laws regarding recording phone calls. To be careful, always ensure both parties verbally consent to being recorded, so that you don’t run into any trouble. Read the Federal Communications Commission’s (FCC) rules for information about call recording laws.

Call Recording to Boost Customer Care

Many companies, such as call centers and customer service businesses, use call recording to keep track of customer interaction. Recording calls and then reviewing them later can help to identify successes and areas of improvement. For instance, you can use recorded calls to train or monitor employees on what to do and not to do when on a call. Or, you can use recordings to establish customer profiles and preferences. They can be a way to survey your target audience and understand how they are interacting with your product and business.

And so, customer service agencies and large corporations seek call recording software to manage their needs. Sometimes, they opt to work with a phone service provider that lets you record inbound and outbound calls. But the question remains, how to record a phone call without it interrupting your communication experience?

Recording on Your Smartphone

Sometimes, you need to record a call on your Android or iPhone to store important information, especially when you are unable to write down info during the call. For example, certain professions like journalism or reporting would require the interviewer to record the on-going call. And then, refer to it later for exact quotes. Other times, you need the person on the other end to provide verbal consent for a service, and the recording acts as evidence. Either way, recording the call can save you time that would otherwise be spent looking for that information.

Keep in mind, however, Androids and iPhones don’t come with built-in call recording abilities. Although, you can get a recorder app on your smartphone and start recording when you dial a number. Or, you can get a calling app with a built-in recorder. These can record calls and help you manage, share, and store them, as well. Another option is to buy cheap hardware or a recording gadget and plug it into your phone.

However, there are some shortcomings in recording apps that may impede your business’ communications. For example, apps may be able to record either incoming or outgoing calls, but not both. Or, they may be able to record calls made to your personal phone only, making it difficult to access all recordings in one consolidated space. For these purposes, you may want to consider a call recording software or a phone service provider that offers recording capabilities.

Record Calls with Global Call Forwarding

Imagine this: a phone service that lets you record inbound and outbound calls, record calls from anywhere, and on any device. When you purchase a virtual telephone number from Global Call Forwarding, you can also make use of its call recording feature. This feature lets you record calls from all virtual lines associated with your account. It also stores recordings as MP3 files in the control panel. This makes it easy to access all recordings in one place and play them back as needed.

And, now, with Global Call Forwarding’s new feature Outbound Call Recording, businesses can record outgoing calls as well. And then use these recordings to monitor performance, avoid liabilities, and more. But more importantly, you do not need any additional equipment or set up for this to work efficiently. All you need to do is access your control panel on your device and make or answer calls.

Improve Customer Interaction and Build Better Relations

Now that you know how to record a phone call, it is just a matter of choosing which way, app, or software to go ahead with. You can improve the way you correspond with important clients and keep records of conversations that may be needed later. And, you can increase employee productivity by rewarding desired behaviors and training ones that need improvement. Recording phone calls can be beneficial to the overall functioning of a business. Call Global Call Forwarding today to see how we can help you with your call recording needs.

15 Persuasive Words and Phrases to Use for Business Calls

22nd January 2020 Tips

Every writer, marketing specialist, and a salesperson will tell you: words are important. Most of the time, you are not consciously paying attention to what draws you to certain products over others. The correct use of words or keywords can bring you closer to the product you need. And specific words can also make random products attractive and suddenly necessary. So, how can you use this power of words to your advantage as a business? Here’s a list of 15 persuasive words and phrases that will transform your sales pitch and convert customer interaction into purchases.

Persuasive Words and Phrases: 15 Ways to Attract Customer Attention

It is necessary to pay attention to how you are interacting with your potential customers. And even more, to the words and key phrases used. Here are some persuasive words and phrases that can help roll the ball in your direction in business:

1. Free

Free is one of the most used and common persuasive words and phrases associated with marketing and sales. However, companies still use it because it works, and it works well. People love free stuff. And more importantly, they appreciate free trials, where they can test something before needing to purchase more. This word still turns heads and so it should definitely be included in your marketing strategy.

2. Easy!

Easy catches attention, big-time. We, almost always, have at least 50 different things to do. Whether it is at work or at home, we are constantly getting things done. And so, when taking a new product or service on, consumers will walk away from a process that seems time-consuming and difficult. And if your product falls in that category, you may want to consider ways to make it less daunting. Advertising your service as easy and convenient will make it more desirable for customers. Most product surveys come back with one standard complaint asking to make it “easy to use” and more “user-friendly.” And so, these phrases can boost your company’s image as a convenient solution to your target customers’ problems.

3. Limited Time, Limited Availability

Another one of the persuasive words and phrases that can make a huge difference is “limited.” Customers don’t want to miss out on stuff that they perceive they will use someday. And so items that are limited or available in small quantities are higher in demand. Think: limited edition comics or a limited number of signed author books. Or advertisements at a flea market that says: “First 150 people get a coupon booklet for discounts at stores inside.” This motivates users to act fast and act in your favor.

Related: International Phone Etiquette for Business in 2021

4. Exclusive

Nothing entices faster than making something seem rare or unattainable to most. Make your customers or prospects feel special with “members only” or “invitations only” discounts. Offer special products or rewards “exclusive” to certain customers or customer groups and you will find that more want to join to receive those benefits.

5. Guaranteed

Customers are looking for products they can trust. Scammers and hackers have been targeting users world over. And so, authenticity is desired. Giving your customers reassurance with “guaranteed” and then living up to it will definitely impact sales and trust in your business, which is an excellent long-term sales tactic.

6. Best

Think about these titles: “How to Groom Your Dog at Home?” or “The Best Way to Groom Your Dog at Home.” Which article will you choose to read? Both serve the same function: to teach you how to groom your dog. But one has the advantage of being the “best way” versus just a regular way to do the task. Pay attention to the economy of words with business phrases that can make or break your sale. Consider this: “10 Practical Parenting Tips: Be The Best Mom You Can Be.” Here too, the target is mothers who want to be the best and so you can use the word to target specific groups as well.

7. Avoid

As a salesperson, you not only want prospects to consider your product or service but also to help them resolve an issue or achieve their goals. And sometimes this means protecting them from something that may slow them down. One of the most persuasive words and phrases is simply “avoid.” Think: “Avoid a high phone bill by purchasing virtual phone numbers.” Or, “Avoid forgetting and losing your passwords, use our password manager to keep track of all important login information.”

8. Fix

Similar to “avoid,” “fix” indicates a way to identify and resolve a problem. While “avoid” is protective and preventative, “fix” is action and solution-focused. And so, for someone going through a problem, your “We can fix that for you” sign will be a sight for sore eyes. Remember that customers are very loyal to companies that can help them fulfill their basic needs.

9. Because

Another factor to consider when working in sales: customers love to understand and learn. This could be regarding the backend, how and why a product works a certain way, or why they should choose your company over a competitor. And so, providing reasons can go a long way. “Choose us because we have a 98% success rate and guarantee that you will be satisfied.” Or, “Because your cat doesn’t know how expensive carpeting is, buy her a scratching post with imbued with organic catnip leaf that she can’t resist.”

10. You

Using the second person — you, yours, yourself — can really pull your client in. Writing in the second person makes your writing conversational as if you were talking directly to the reader. Consider: “Let us help you” versus “Let us help.”

11. We

Like “you,” using “we” again speaks to your clients on a personal. It shows that you are involved and invested in this as well. You and your customers are a team, together drifting through turbulent waters of commerce. And so, their problem is your problem. Additionally, words like “our” and “us” can also speak to the volume and mission of your company. They demonstrate that your business thrives on teamwork and it’s their collective mission to provide you with the best service possible.

12. Now

This word works similarly to “limited” in that it tells your customers that now is the time. Waiting is pointless and this may not exist tomorrow. Carpe diem, and all that. “Now” places emphasis on the present. It gives you the ability to acquire something or get to the bottom of a nagging problem almost immediately. And so, this word works as a good motivator.

13. I Don’t Know

Honesty: another business tactic that is highly appreciated. If you do not know the answer to a question, be honest and say you don’t know. But ensure that you follow up with the correct response. Customers prefer this over responses that are inaccurate or not confident.

14. Let’s Make A Change

You could use the word “change” with a customer that is not satisfied with your service. Change represents a different, new experience that may or may not be better. But it is something different, which is what most users are looking for when they are in the market for a product or service. You can use this to promote change: “Tired of dropped calls? Change your service provider and get 25% off your first four months with our service.”

15. Save

“Sign up today and save 25% on your first purchase” or “Save budgeting headaches by downloading our budget app.” These statements present an opportunity that is a clear win for customers. Anything that saves time, trouble, and money is a gift you give your customers, and they will show their appreciation for it.

Some Other Phrases To Try

Here are some other persuasive words and phrases to consider or experiment with on business calls:

  • Advantage
  • Amazing
  • Always
  • Change
  • Compare
  • First
  • Free download
  • Get started today
  • Imagine
  • Install now
  • While the offer lasts

Ensure you use the right phrases to attract customer attention and effectively market your product. Some of the instances will also mean changing your marketing tactics to make room for strategies that include keyword research and marketing. And before you know it, you will have clients interested in your products. And when you live up to the expectation, these customers will form a loyal fanbase, further promoting and recommending your services. Check out our post about business telephone etiquette so that you communicate effectively and professionally with your customers!

Creating The Perfect Phone Tree Template For Your Business

16th January 2020 Tips

Want to ensure that your customers have a pleasant experience when contacting you? Your customers should think of your company as approachable and, therefore, feel comfortable reaching out when they need help. One way to ensure good customer interaction is timely responses and resolution of conflicts. A well-planned phone tree template will achieve this.

Phone trees are becoming increasingly popular with business, big and small. They allow businesses to customize user experience when customers contact them for more information or to complete an action. The system recognizes tone presses or phrases and routes callers based on the rules programmed by the business. Automated voice prompts guide callers and, when unable to complete a request, forward the call to an employee. This way, businesses ensure responsiveness as well as productivity, with less time spent answering or making calls.

What is a Phone Tree?

A phone tree is an automated system that helps callers navigate menu options depending on their response and reach a solution. They are also used to contact large groups of people, where one person contacts two people, who each contact two more, and so on. Crisis phone trees are a great resource to quickly notify others during an emergency. With such systems, information is distributed quickly without the burden falling on one person.

A phone tree works as an interactive voice response system (IVR) to reduce a company’s cost and productivity. Customers dial into the system and choose from a menu list of options to complete their tasks. A well-built phone tree answers a variety of potential customer questions or concerns. Each option could lead them to another set of options, a voice recording with information, or a representative. IVR systems are beneficial for outbound calls as well. These phone trees can make calls to selected clients. They can also contact several customers at once to offer surveys or provide information updates. Phone trees can also work as a Private Branch Exchange (Cloud PBX) system. A PBX system is a private telephone network connects incoming calls to specific extensions.

Benefits of Utilizing IVR

IVR systems replace only the regular, mundane calls. This way, your company can focus on more complicated and high-value transactions. Companies in various industries and different services utilize this feature. For example, for customer service and feedback, browsing through healthcare or pharmacy queries, selecting plans and making payments, etc.

A phone tree has a variety of features to help your customers tackle their requirements or concerns. For instance, a clear voice prompt will let them know what options are available. The voice prompt can also spread mass information: inform customers of time changes, new company updates, or send them service reminders. Schedule calls to meet your customers’ and employees’ preferences. The IVR system will forward calls to a representative when it is unable to handle a request.

Pay Attention to Phone Tree Templates

It is, therefore, important to consider different options and features required to make the most of your phone tree. Does your business need an IVR to contact large groups of customers at a time? Would you like your customers to be able to resolve their issues automatically and quickly, saving everyone’s time?

A comprehensive phone tree template will focus on the features and phone menu options you require. It will also map out how you want your customers to interact with your IVR to make their experience comfortable. When creating your template, focus on developing a simple map instead of a list of complicated instructions. Customers appreciate an easier flow of information and instructions.

For example, the voice prompt for an insurance company can ask customers to indicate their enrollment status before proceeding. “Press 1, if you are an existing user. Press 2, if you wish to hear about available plans.” Depending on what users press, they will be directed to another set of menus or voice recording.

Therefore, when considering a phone tree, one needs to carefully plan:

  • What steps and actions will be made available to callers.
  • How the IVR system will collect and confirm information.
  • What should happen if there is an issue with one of the steps or the customer selects the wrong option
  • When the call should be forwarded to an agent or representative

Create Your Phone Tree Today

IVR systems not only make your employees’ jobs easier but also provide your customers with options to solve their issues. Creating a strong template with simple instructions and options goes a long way in increasing productivity. Global Call Forwarding provides you with a fully customizable phone tree system for your business. Buy a virtual phone number and use their Advanced IVR and PBX feature to customize your phone tree. Increase productivity, customer satisfaction, and reduce time consumption.

What is Meant by Inbound and Outbound Calls?

13th January 2020 Learn, Tech, Tips

Are you in the market to outsource your customer service needs? Then, you are looking for either an inbound or outbound call center. But how do you decide which one is suitable for you? That starts by understanding the difference between inbound and outbound calls and which is the one your company needs.

Inbound vs. Outbound Calls

Both inbound and outbound calling are customer service tactics used to generate sales through phone conversations. And so, they are usually conducted by customer service teams or call centers. Deciding which service your business needs is based on what type of calls you receive more. Does your business run on calls coming in from customers and prospects? Or, do you make your sales, like a telemarketing company, by calling customers, making a pitch, and selling a product? In other words, do you have a high volume of incoming or outgoing calls?

What are Inbound Calls?

Inbound calls are types of calls that a customer makes in order to connect with a contact center or a call center. The help desk also responds to inbound calls just like a contact center, but calls initiated to a help desk will usually come from employees and less likely from a customer.

Inbound and outbound calls can be attended to exclusively or in a combination of both by the call center.

Customers who initiate an inbound call to a call center will usually be doing so to make inquiries about products and services, as well as to make complaints. The information gathered by the call center agent is then used to find a resolution to the complaint or to provide information that the customer has enquired upon.

There are several metrics that are used to measure the performance of an inbound call agent, these include average handle time (AHT), time in the queue, and first call resolution (FCR). Inbound call centers occasionally enumerate the service goals that the call center will aim for in a service-level agreement (SLA).

Due to advancements in communication technology, inbound call agents now communicate with customers via other means such as chat and emails, which allows customers’ needs to be met from a variety of methods.

What is an Inbound Call Center?

An inbound call center is a company that responds to calls initiated by customers.

Inbound call centers are designed to provide customer support or service. In many cases, inbound call centers have been found to be a part of the sales division by taking sales orders and also serving as an internal help desk for organizations and businesses.

Customers will call a business for a variety of reasons, such as:

  • To ask information about a product or service
  • Make an appointment or reservation
  • Resolve an issue
  • Connect with customer service
  • Make a payment
  • Register a complaint
  • Get support or assistance
  • Leave feedback and suggestions, and more.

In most cases, many organizations do not directly handle inbound calls. They usually contract that aspect to external inbound call centers. Businesses rely on external call centers to receive inbound calls because it is typically cheaper to purchase the service, rather than paying the cost of employing several call center agents, along with implementing an actual call center into their business.

Most businesses take advantage of incurring the cost of inbound calls on a “per minute” charging basis compared to incurring the financial burden of acquiring calling equipment and staff that the task needs. Appointment setters, customer service, inbound call centers, and customer or tech support teams are the ones that usually take care of inbound calls. Agents answer the call and help customers through positive interactions. An inbound calling service, therefore, is a suitable option for a business with a high incoming call volume.

What are Outbound Calls?

Unlike an inbound call that is initiated by the customer, an outbound call is a call to a customer from the call center or on behalf of a business. Have you ever received a call from a strange number with a voice that could be that of a man or a lady asking for or giving information about a product or service? That is what an outbound call is.

Outbound calls are part of a series of activities that businesses engage in by utilizing call centers to reach out to their customers and prospects.

Modern technology has improved the features of outbound calls that assist call centers in doing a better and effective job. New features such as auto-dialing and predictive dialing are tools that help call center agents maximize their time more efficiently.

Another great tool that helps in making outbound calls more efficient is the automatic call-back tool. Other features such as call scheduling, as well as customer relationship management tools all help to enhance the quality of outbound calls. Call center agents who have information about customer behavior are equipped to make better-quality outbound calls.

Generally, outbound calls have improved in efficiency over the last decade with improvements made to enterprise software, which are readily available and are at the disposal of the call center.

The typical nature of an outbound can include:

  • Fundraising calls
  • Sales calls
  • Telemarketing
  • Calls for contact list updating purposes
  • Surveys
  • Verification services

What is an Outbound Call Center?

An outbound call center is a type of business activity center that consists of a collection of call center agents who make calls to existing and prospective customers on behalf of clients and businesses.

Outbound calls are often facilitated with the use of modern technology in order for them to be efficient. With the help of tools like a predictive dialer, a large volume of calls can be made within a shorter time.

These are some of the uses of outbound call centers:

  • Make sales pitches
  • Generate and qualify new leads
  • Conducting market research
  • Provide company updates
  • Raise funds or donations
  • Appointment setting
  • Follow-up on previous purchases or visits
  • Leave reminders for renewals or appointments
  • Proactive customer service
  • Upselling and cross-selling
  • Collect feedback and surveys, and more.

This type of calling is generally more sales-focused. Sales teams and appointment setters use outbound calling due to their high outgoing call volume. They call clients on a list determined by metrics and market research to pitch a product or service, renew appointments, or collect data. And so, an enterprise that needs to make multiple sales calls will find an outbound calling service more useful. Basically, if more than 50% of your calls are outbound, then you can be considered an outbound call center.

Differences Between Inbound And Outbound Call Centers

The type of calls that take place at a call center ultimately determines whether that call center is an inbound call center or an outbound call center. This is the main factor that can differentiate between one or the other.

If over 50% of calls that take place at a call center are inbound, that call center functions as an inbound call center. The same criterion applies to outbound call centers.

If you operate a call center, determining the type of call center that you are operating or planning to operate is key to implementing the protocols and systems you want to run in your call center.

For example, if your call center handles primarily inbound calls, there may not be a need for technology devices like a predictive dialer. Your focus will be more on tools that are more suited to inbound calls.

For call centers engaged in outbound call activities, more resources are available in software programs that will help make them more efficient. Tools such as call scheduling, predictive dialing, and automatic callback are some of the essentials for an outbound calling center. Calling features such as call monitoring, which is great for listening in on outgoing calls should also be utilized for those interested in maximizing the services offered.

Related: Call Center Trends in 2023

Technology Used for Inbound and Outbound Calls

Depending on whether your company makes more inbound or outbound calls, you will require different technology and software to ensure smooth running. Virtual phone service providers like Global Call Forwarding offer these tools and features along with your business number to enhance your customer relations.

Inbound calling benefits from:

  • Call forwarding: to forward and direct calls to different office locations or during specific days and hours
  • Metrics and call activity: making note of average handle times (AHT), queue times, average speed of answering (ASA), customer effort score (CES), etc.
  • Call tracking: tracking when and where incoming calls are coming from
  • Extensions: for different offices or departments
  • Call transfer: the ability to transfer to different offices and departments
  • Interactive voice response (IVR): to welcome and direct callers through a series of menus.

Outbound calling technology includes:

  • Outbound calling with customizable caller ID: to call clients with a caller ID of a virtual number purchased for a specific location
  • Dialers: predictive or automatic dialing technology
  • Outbound IVR: proactively engage customers through voice calls, SMS or email, and by delivering personalized customer experience
  • Customer relationship management (CRM) systems: to record and note customer data and engagement.

Assisting and Empowering Call-Focused Businesses

Inbound and outbound calling can enhance the way your company interacts with returning and prospective customers. You can outsource your business communication needs to inbound or outbound call centers. Or, purchase your business number with Global Call Forwarding and get communication tools and features that support your calls. Call us today to learn more.

Building Credibility with Professional Toll Free Numbers

13th January 2020 Learn, Tips

If there’s one thing that new businesses need when they enter the market place, it is the credibility to attract customers. And there’s no better way to do so than with the help of professional toll free numbers from Global Call Forwarding. In this article, we will explore a number of ways that professional toll free numbers build credibility with customers around the world.

Getting Professional Toll Free Numbers

Think about the last time you contacted a high-level organization, like a government organization, non-profit, or multinational corporation. Or, what about a high-volume business, like law firms and large retailers? Chances are that in each case, those entities offered a toll free number to the public to enable communication that would otherwise be pricey – or impossible.

As you may be aware, toll free numbers help accommodate the broadest audience for your business by picking up the charges that would normally be incurred by the caller. Instead, your business foots the bill to enable all callers to reach your business. By offering this service, your business gains an edge over lesser organizations that demand more out of prospective customers. Even subconsciously, customers immediately appreciate a business that makes it problem-free to contact them.

Geographical Agnosticism

One way to build credibility is to have a national presence instead of being tied down to a specific area code. With toll free numbers, your organization’s toll free numbers help to create something called “geographical agnosticism.” This component enables your business to gain a professional sheen that automatically implies that your organization has the capabilities to handle inbound calls from nearly anywhere.

And because most toll free numbers are national, geographical agnosticism can help obscure where your business is calling from, particularly if it is located in a less-favorable location or one not known to carry the same weight as major cities.

Accommodating International Customers

One particular challenge that comes with offering toll free phone numbers is that international callers are not able to receive these benefits when dialing a phone number located outside of their country and/or numbering plan. Instead, these callers are saddled with long-distance fees, saddled with the chore of dialing outside of their country, and may not be able to complete the call depending on their telecom service providers’ requirements. This can reduce credibility in the eyes of international markets and may render your efforts useless. Is there a better way to guarantee ease of communication?

Yes, there is. Luckily, with the help of Global Call Forwarding’s services, you can use two forms of toll free numbers that help bridge the gap: ITFS numbers and UIFNs (International Toll Free Numbers and Universal International Freephone Numbers, respectively). Both types of toll free numbers enable international callers to reach your business without incurring charges or service blockages. In most cases, these phone numbers match the area code and remaining digits identical to “normal” toll free numbers that those customers are already used to, which is something your international callers will certainly appreciate.

Professional with Toll Free Numbers Customer Service Directory
Source: Stockphoto.com O#23559 – ID#100077897772

Adding Professional Toll Free Numbers Directories to Your Business

Going back to our first example, another component you’ve probably encountered with large, high-volume organizations is first encounters a directory that allows you to self-select which person and/or department you’d wish to speak with, as well as provide information relevant to your inquiry (i.e store hours, frequently asked information, voicemail services, staff list, etc.). One common form of directory available from Global Call Forwarding is called Interactive Voice Response (IVR), which uses spoken voice commands to navigate through your company’s directory, which can reduce the hassle of constantly dialing numbers to navigate (or eventually dialing ‘0’ to reach an operator to guide you, if available).

Global Call Forwarding also offers PBX services, which is short for “Private Branch Exchange.” Essentially, by using a PBX, you can expand one phone number into many sub-directories for callers to reach various departments and staff members, usually by dialing * and the appropriate digits. Callers appreciate this and it helps build professional credibility, particularly when multiple calls need to be made quickly and directly.

Better Functionalities with Add-ons from Global Call Forwarding

Because modern professional toll free phone numbers are powered by cloud computing (supplanting the limitation of landlines), there is a host of new advancements that can be added to regular phone service to augment how your business operates. Let’s cover a brief list of some of the most popular add-ons to build credibility:

CallMe Click: As the name implies, when you use CallMe Click, a visitor to your website can initialize a call from their device to reach your business with a simple click. This makes contacting your business more instantaneous instead of having the customer dial the number manually. This allows for fast action, allowing for almost-instant connection with a customer, and wasting no time.

Time of Day Routing: This add-on enables inbound calls to be routed to a specific destination depending on when a call is placed. For instance, if callers reach your business outside of regular business hours, those calls can be forwarded to another destination, such as a call center in a favorable time zone or voicemail.

Call Recording: This add-on records and stores calls made between your phone number and the public. By using call recording, you can more adequately assess if your staff is following company protocol to establish the best customer service possible and follow best-practices – a crucial component to building credibility.

Appointment Setter Mistakes and How To Fix Them

9th January 2020 Tips

The job of an appointment setter or call center agent is to call leads and make appointments or sales. Call center agents make multiple calls a day, promote the product, and work hard to generate a sale or appointment. But getting a customer to answer the phone and then stay on the line is a rather difficult job.

Common Mistakes and Solutions to Fix Them

Appointment setters and agents experience great pressure to make sales, as their commissions depend on it. However, you can prepare in advance to decrease the pressure and become a more efficient agent. It is, therefore, essential to be aware of common errors and solutions to fix them. Here are some of the most common ways to perform at the highest level, to achieve the most of your efforts as an appointment setter.

Calling Unqualified Leads

Call center agents and appointment setters may frequently call people that do not match the target audience or ideal customer. These leads are unqualified and they are less-influential prospects.

Fix: Identifying good potential leads helps with time-saving measures. One way to ensure you are calling the right leads is to conduct call center quality assurance (QA). Call center QA will help you identify customer data and create a precise buyer persona. This way, you can focus on contacting the most viable customers.

Straying Away from the Script

Customer service agents may slip away from the script when trying to connect and empathize with a customer. This may lead to a longer and less productive call.

Fix: Sticking to the script and promptly answering queries will demonstrate your qualifications to sell this product or service. It will also demonstrate that you are respectful of your customer’s time.

Ignoring Customer Concerns

Every once in awhile, a customer may ask a question that you’re not qualified to answer. Ignoring the query and moving on with the script will put your customer off, making them less likely to consider your product.

Fix: When this happens, do not ignore the query and move on with your script. Instead, let the customer know that you will find the appropriate response for them and follow up. It will also allow you to answer any other queries or concerns causing hesitancy. Adopt active listening, maintain clear communication, answer any doubts, and deliver unwavering courtesy and respect. If you want to learn more, check out these practical tips we wrote on how to be a good customer service agent.

Disregarding Customer Feedback

Customer feedback is very important. This is where you can identify where you are gaining and losing customers, while also identifying their preferences. This helps when incorporating changes and makes your company more approachable to your target consumer. Not providing customer feedback tools such as surveys or forms, or ignoring feedback received can negatively affect your business.

Fix: Adopt good customer relationship management (CRM) to enable healthy customer interaction. An appointment setter or agent needs to update CRM records. Make notes after a call that can be used as a reference later. Coordinate with marketing teams for information about prospective clients or customers who have previously interacted with your brand.

Mishandling Objections and Rejections

Consumers are often busy and do not have time to answer or indulge in your call. Not being prepared with the right rebuttal may result in the loss of a potential lead.

Fix: Prepare yourself ahead of time with rebuttals. Let your customers know that you are aware that their time is valuable. Tell them that you would like to make an appointment when they are available. They should know that their convenience is a priority. If a customer declines or rejects your service, politely request why or how you could do better. This information is very valuable for CRM records.

Reaching Out During Business Hours Only

Calls during business hours, when a potential customer is neck-deep in their responsibilities, are more likely to go unanswered. As an appointment setter, you need your lead to do more than just answer the phone. It is ideal if they are truly paying attention to what you have to offer. For this reason, calling during business-hours-only is not always productive.

Fix: Call during off-hours as well. This includes early morning or late evening calls, and because they are acutely-timed, they are more successful. Communicating via different media channels can also have a higher response rate. Sending emails and texts gives your clients more time to respond with well-thought-out answers.

Closing: Make Customer Interaction a Priority

Calling customers and leads may prove an exhausting and disappointing job when customer interaction is awkward or error-filled. Keeping just a few things in mind and maintaining a good attitude can go a long way. Global Call Forwarding provides virtual call center solutions to help you maximize your outreach efforts. One option is to have a virtual office, which will allow you to have agents available online at all times of the day. This way, your company is reachable to international customers as well. Sign up for outbound calling for your call center today.

Measure Website Traffic with Virtual Numbers: 5 Simple Steps

13th December 2019 Tips

For any company, online or in a physical location, tracking website traffic is a must. With this, you can gain insights into how your business is doing and how it can improve. There are a number of different ways to measure website traffic. Let’s have a look at how you can measure website traffic with virtual numbers.

Why You Should Measure Website Traffic

One of the most effective ways to introduce customers to your brand, product, or service is through a well-developed website. However, how do you know if you have developed your website well enough to get customer calls and leads?

Call tracking is one way to find out how many people are visiting your website and, in turn, calling your business to make a purchase or gather more information. Google Analytics is a common tool used for this purpose. However, there are other ways to determine how well your website is functioning.

So, how can you measure website traffic with the help of virtual numbers?

Step 1: Select a Phone Service Provider That Offers Call Analytics

Research and identify the right phone service provider for your needs. The most important step in call tracking or measuring website traffic is to use a phone service provider with call analytics.

Call analytics give you access to the different areas of call tracking. You can gather information about the duration of your calls, where your calls are coming from, keep records of your leads, and more.

Some providers offer integrations with companies that specialize in customer relationship management (CRM) systems. These tools help you organize customer data and information while tracking call efficiency. With such data, you can identify which marketing strategies are working and how you can improve the others.

Step 2: Purchase Different Toll-Free and Local Virtual Numbers

To identify which of your marketing efforts is most successful, you would first need to create different platforms. And so, focus efforts on developing your website, social media accounts, and email lists.

Then, purchase different virtual phone numbers for each location. For instance, you can have a toll-free number for your website and a vanity number to draw attention to your social media accounts.

Vanity numbers are numbers that you customize with letters or patterns. For example, 800-554-5544 or 1-800-DRINKSS. These make your number recognizable and memorable, attracting customer attention.

Step 3: Place Numbers in Various Marketing Spaces: Website, Print Ads, Billboards, Google Ads

Now that you have your numbers ready, place select numbers on certain platforms. Have your main business number on the website and business cards. And promote vanity or secondary numbers through social media and email marketing. Distributing the numbers will let you keep a record of who is coming from where.

Another option is call-only advertising. Google’s call-only ads encourage customers looking for your company to call it. These are ads that are located at the top of the search result, highlighting your business number and website, enabling the call to occur directly from the link. You are charged on a cost-per-click (CPC) basis.

Step 4: Analyze and Track Incoming Calls

Now, use your call tracking software to pull call detail records and statistics of your incoming calls. Identify how many calls are coming through the website. A caller may have either visited the website and seen your number there. Or, if you are using call-only advertising, they may have called you through the paid ad in the search results. Or, from Google’s mobile search results that offer users a business profile with the website, location, phone number, hours, and more.

Step 5: Measure Website Visitors and Improve

Watch where your calls are coming from. If your website visitors are low, then your calls are probably coming from other social media platforms like Facebook and Instagram. This means that it is time to optimize your website more effectively. Utilize effective strategies such as search engine optimization (SEO) to increase your rankings in Google search results. Add educational and informative content to draw attention from prospective customers. Gradually, your website will move higher in search results and that will drive website traffic.

Develop Your Website as a Way of Gaining New Customers

Company websites need to be well-developed and updated continuously to maintain their rankings in search results. The more website visitors you have, the more attention and clients your company gets. It is, therefore, necessary to do everything you can to support the growth and engagement of your website.

Advanced Call Center Technologies for Sales and Support

5th December 2019 Tips

As 2019 comes to an end, it is time to review and explore advanced call center technologies that are becoming more popular for sales and support. These technologies and tools help centers drive traffic and work through leads and calls effectively. Some companies have already started investing in advanced tech and more relevant features. Read on for the latest advanced call center tech many companies are considering.

Technologies Used by Call Centers

Call centers assist companies in telemarketing and sales efforts, tech and customer support, and making reservations and appointments. They, therefore, require different kinds of technology to support the work they do. These technologies help centers and employees sort through calls and information, keep and maintain records, and increase customer interaction. Oftentimes, it is through call centers that customers interact with a company. Thus, it becomes important for these centers to utilize tech and tools to their advantage in order to improve customer relations. Let’s have a look at some of the advanced call center technologies available and understand why centers are gravitating toward them.

Virtual Offices With Cloud Communications

Remote call center agents and customer service agents are on the rise. Companies are hiring more and more remote agents in an effort to expand their business without increasing costs. These agents can work from across the world, making it easier for companies to tap into those consumer markets. Having remote agents and a virtual office enables seamless team communications and also ensures that customers can always reach your business.

Advanced Call Center Technologies for Sales and Support
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How to Start Using Cloud Communication

The first step to adopting cloud communications is by getting a virtual phone number. This can be a local or international toll free number based on your requirements. Phone service providers like Global Call Forwarding can help you with a variety of virtual numbers. These include local and international virtual numbers, direct inward calling (DID) numbers, or international toll free service (ITFS) numbers. You can also benefit from additional features like rollover numbers, outbound calling, call forwarding, and so on.

Call Center Analytics

Companies are increasingly investing in various software and applications that provide call analytics and reports. These reports provide statistics about the number and types of calls made, what day/time is most preferred, etc. Likewise, such data provides insight into understanding customer preferences and the target demographic. They help predict customer engagement and improve call center quality assurance (QA). They are also used for evaluating agents’ performances by studying average speed to answer calls, hold times, customer satisfaction ratings, and call recordings. Then, if necessary, agents can be re-trained to help them perform better.

Multichannel Communication Lines

Opening more channels of communication — calls, emails, and text messages — between your business and its customers is essential. The more channels, the more likely customers will interact with your company. There seems to be a growing demand for texting or instant messaging services for call centers. Text message outreach makes it possible for agents to reach customers through yet another path. Most people prefer texting or emailing over phone calls and so, this feature will enable ease of communication on the customer’s part.

Other Innovative Features To Note

Besides the above-mentioned trends, some of the advanced call center technologies also include features and tools to improve customer service. These features help reduce agents’ workload as well as time that may be lost by prioritizing and distributing calls. Keep reading to learn more about these features and how they can be of benefit to your business.

Self-Serving Troubleshooting and Solutions: Today’s customers often want to resolve their customer service issues on their own. For this reason, many companies are looking into self-serving options such as displaying problem-solving information and FAQs on websites.

Callback Features: A new feature gaining attention is the Click to Call feature for customers to request callbacks. Global Call Forwarding has a similar feature called CallMe Click, a widget placed on the business’ website. Customers who visit your website can click on the button, fill in their contact information, and automatically receive a call from your company.

Predictive Dialing: Another popular feature, predictive dialing, is programmed to automatically dial a set list of numbers. When a call is answered, it is switched to a representative. These dialers can also screen for voicemails and busy signals and use statistics to predict the best call times.

Staying Up To Date

Now that you are up to speed on the advanced call center software available, it’s time to see what you can use for your company. Get your business a phone system that helps you conduct call center QA and also make you more accessible to your customers. Check out Global Call Forwarding’s rates and plans today. Invest in an easy-to-use phone service aimed at improving your customer relations. Happy customers make for a happy business!

Call Center QA: Effective Quality Assurance Strategies

5th December 2019 Tips

When running a call center, it is important to pay attention to Call Center Quality Assurance (QA). Call Center QA is a process that focuses on and ensures customer service and interactions are aligned with business goals. QA is customer-centric. That is, it is concerned with understanding customer issues and concerns, improving customer experience, and improving communication. QA is typically conducted by identifying ideal customer service agent behavior. Maintaining a good schedule and interacting in a professional tone are just a few ways to achieve good customer service.

Call Center QA

It is best to look at QA as an on-going process. This way, customer service agents or representatives will be motivated to always be on their best and most efficient behavior. Representatives should be made aware that their calls, emails, and chats are being recorded. This is important because these are the most crucial areas of customer communication that affect the business.

Essential QA Strategies

There are different ways to ensure good customer service practices benefit your company. Analyzing call and customer metrics include monitoring average response times, call logs, handling times, customer ratings, etc. You can determine QA data through assessments made by team leaders.

Call Center QA Effective Quality Assurance Strategies
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Training and Motivating Your Agents

You should make call recording a significant part of the supervisory process. This way, you can review calls with customer service agents and help them identify areas to improve. Here you can also encourage and acknowledge their strengths, keeping them content and motivated to continue their good work. Additionally, knowing their calls are being recorded will give them an incentive to do a commendable job.

Appointment setters are responsible for contacting leads to generate appointments. Essentially, the company suffers if the appointment setter is unable to do their job. So, how do you make sure that appointment setters do a good job? Train them to learn the script and sound excited about the product they are offering. It is important that they are knowledgeable of the product so they can efficiently answer customer questions. Additionally, they should have the ability to listen to their customers’ doubts and queries. This way, they can make the customer feel heard and respected. Finally, they should send email confirmations with important details immediately after phone conversations.

Another way to train your agents is through evaluation. Evaluating agents will ensure they understand what is expected of them and are able to meet your standards. When assessing an agent’s interaction with a customer, using a Call Center QA Form will help you judge important elements. Here are some examples of assessment questions:

  • Did the agent greet the customer?
  • Did the agent ask questions to understand the customer’s needs?
  • Did the agent answer the customer’s questions accurately?
  • Did the agent follow protocol?
  • Did the agent display a professional, yet empathetic manner?

With questions like these, one can evaluate the agent’s strengths and weaknesses, and rectify areas that need refinement.

Utilizing Customer Feedback

Customer service feedback provides companies with a good idea of the customer’s perspective. With such feedback, companies can understand what they are doing well and which areas need improvement. To improve call center productivity, use recordings to compile data to set future goals and develop more effective approaches. Here, you can also identify frequently asked questions and develop customized messages to save time. Using an interactive voice menu can also answer questions by letting customers select a number to hear frequently asked questions. Such interactive voice responses (IVRs) can be set up by your virtual phone number provider and they are highly customizable.

You can also utilize call recordings to learn more about your customers and their preferences. For instance, how do they respond to certain questions? Why do they prefer one product over the other? What issues or concerns do they have? Are they asking for a product or service your company doesn’t offer and should you consider investing in it?

Consider Virtual Phone Numbers For Your Call Center

In conclusion, virtual call center software solutions focus on increasing productivity and reducing time spent on answering calls. Virtual numbers also make it easy to facilitate remote agents. Therefore, enabling you to host your call center from anywhere. Global Call Forwarding provides virtual phone numbers with additional features such as call recording, call transfer, IVR, customized greetings, and more. Call Global Call Forwarding 1-888-908-6171 for help with your call center QA today!