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The blog for Global Call Forwarding has articles on the latest customer service trends, telecommunications technologies, and business news.
An image of the best business voip providers in 2024.
3rd June 2020 blog, Cloud Telephony

15 Best Business VoIP Providers [2025]

An image of a business call recording system (2022).
3rd June 2020 blog, Call Management

How Much Does a Call Recording Service Cost?

Australia toll free numbers
2nd June 2020 blog, Business Phone Numbers

Australia Toll Free Numbers: Comparing the 3 Top Providers

freephone 0800 0808 uk
29th May 2020 blog, Business Phone Numbers

Understanding 0800 and 0808 Freephone Numbers in the UK

An image of the best call recording services.
29th May 2020 blog, Call Management

12 Best Call Recording Services [2025]

customer friendly IVR system
26th May 2020 blog, Call Management

8 Tips to Design a Customer-Friendly IVR System

3 common IVR mistakes how to avoid them
26th May 2020 blog, Call Management

3 Common IVR System Mistakes and How to Avoid Them

855 phone numbers
24th May 2020 blog

Is 855 toll free?

An image showing international phone calls being made from your web browser.
12th May 2020 blog, Business Phone Numbers

3 Ways to Make International Calls from your Browser

15 Best Business VoIP Providers [2025]

3rd June 2020 blog, Cloud Telephony

Need to find a new business voice over IP provider for your office phone system? Look no further! We have put together a list of the top 15 VoIP providers for your convenience.

Who is the Best VoIP Providers for Business?

A voice over IP phone system uses the internet to transmit voice and video messages between two parties. This makes VoIP an ideal and cost-effective solution for businesses with considerable call volumes as virtual calls are cheaper than traditional calls.

Sorting through VoIP providers can be overwhelming. To make the process easier, we have listed 15 voice over IP providers and provided information regarding:

  • The features they offer
  • Any set-up or cancellation fees
  • Long-term commitment requirements
  • Free trial information
  • Costs and plans available

With this information, your business can find the ideal cloud phone system for office communication. To learn more about the various factors involved in finding the most suitable provider, read our article about choosing the right VoIP provider.

*Note: Prices and information about VoIP providers noted in this post are current and subject to changes.

1. Global Call Forwarding

Features:

  • Variety of virtual phone numbers
  • International toll free numbers for more than 160 countries
  • Unlimited extensions for different departments
  • Fax, SMS, and Voicemail to Email
  • Various call routing options
  • Business VoIP
  • Virtual call center features:
    • Call recording
    • Outbound calling with customizable caller ID
    • Customizable IVR systems, etc
  • Online account management
  • 24/7 customer support

Set-up fees: No

Long-term contract: No; cancel anytime; no cancellation fees

Free trial: 7-day free trial for business accounts

Cost: Global Call Forwarding offers 5 different virtual number plans that come equipped with VoIP features. These plans start as low as $7.96/mo.

2. Nextiva

Features:

  • Unlimited calls, texts, faxes nationwide
  • Unlimited video conferencing
  • Free HD phones
  • Mobile VoIP app
  • Call recording
  • Toll free minutes
  • SMS

Set-up fees: No

Long-term contracts: No

Free trial: Yes; 30-day full refund guarantee

Cost:

  • Professional — $20/user/mo
  • Enterprise — $27/user/mo

3. Vonage

Features:

  • Call analytics and reporting
  • 24/7 US customer support
  • Expert installation
  • Integrations: Salesforce, Zendesk, Zoho

Set-up fees: No

Long-term contracts: No; cancel anytime; no cancellation fees

Free trial: 14-day free trial

Cost:

  • Mobile — $19.99/mo/line
  • Premium — $29.99/mo/line
  • Advanced — $39.99/mo/line

4. RingCentral

Features:

  • Unlimited calls, fax, SMS, conferencing
  • Document sharing
  • Voicemail-to-text
  • Call recording
  • Integrations: Office 365, G Suite, Slack, etc
  • Analytics and reports

Set-up fees: No

Long-term contracts: No, cancel anytime

Free trial: Yes

Cost:

  • Essentials — $29.99/user/mo
  • Standard — $34.99/user/mo
  • Premium — $44.99 /user/mo
  • Ultimate — $59.99/user/mo

RingCentral offers discounts if plans are paid annually instead of monthly.

5. 8×8

Features:

  • Unlimited calling and faxing (up to 47 countries)
  • Video conferencing
  • Mobile app
  • SMS
  • Team messaging

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: Yes, 30-day

Cost: Plans starting at $12/mo. To get a customized quote, contact 8×8’s sales team.

6. Ooma

Features:

  • Mobile app
  • Easy DIY set-up
  • Virtual receptionist
  • Extension dialing
  • On-hold music
  • Conferencing
  • Keep your current phone number or purchase a new one

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: 30-day free trial

Cost: Plans starting at $19.95/user/mo

7. Dialpad

Features:

  • Voice, video, text sharing on any device
  • AI tech to transcribe calls
  • Add and edit employees and users
  • Encourages remote working
  • Business SMS
  • Integrations: G Suite, Salesforce, Zendesk, etc
  • Analytics
  • Call routing

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: 14-day trial

Cost:

  • Standard — $20/user/mo
  • Pro — $30/user/mo
  • Enterprise — contact customer service for a quote

Dialpad offers discounts if paid annually instead of monthly.

8. Zoom

Features:

  • Single app for voice calls, video, meetings
  • HD audio
  • Voicemail
  • Call recording
  • Video and web conferencing
  • Integrations: Salesforce, Microsoft 365, G Suite

Set-up fees: No

Long-term contracts: No

Free trial: 14-day trial

Cost:

  • Basic — Free
  • Pro — $14.99/mo/host (up to 9 hosts per account)
  • Business — $19.99/mo/host (10+ hosts per account)
  • Enterprise — $19.99/mo/host (100+ hosts per account)

9. Jive

Features:

  • Convert computer, mobile into calling device
  • Free video conferencing
  • Screen sharing
  • Unlimited SMS and messaging
  • Auto-attendants
  • Call queues
  • Integrations
  • Voicemail and fax

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: First month free

Cost: Contact sales for an exact quote.

10. OnSIP

Features:

  • Polycom phones included
  • Unlimited voice and video calling
  • Call parkingCall recording
  • Sayso website chat
  • Ring groups
  • Announcements

Set-up fees: No

Long-term contracts: N/a

Free trial: Yes

Cost:

  • Unlimited —$18.95/user/mo (includes phones and headsets for 5+ users)
  • Basic — 49.95/mo per account + 2.9¢ per minute

11. PanTerra

Features:

  • System suitable for multi-location and remote users
  • Team collaboration features
  • Free SIP phones
  • Mobility on any device
  • Contract discounts

Set-up fees: No

Long-term contracts: no; cancel anytime

Free trial: 30-day trial

Cost:

  • New Customer offer — $14.96/user/mo
  • Get an exact quote by contacting customer support

12. 1-VoIP

Features:

  • Call forwarding
  • Call recording
  • Extension transfer
  • Auto-attendant
  • Call queues
  • Phone included with the Professional plan

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: No

Cost:

  • Contact sales for an exact quote.
  • Metered — $14.97/mo/extension
  • Corporate — $19.97/mo/extension
  • Professional — $29.97/mo/extension

13. Mitel

Features:

  • Unlimited calling and conferencing
  • Integrations: Outlook, G Suite
  • Video collaboration
  • Web conferencing (desktop sharing)
  • Mobile apps

Set-up fees: No

Long-term contracts: N/a

Free trial: N/a

Cost:

  • Essentials — $20.99/user/mo
  • Premier — $26.59/user/mo
  • Elite — $38.49/user/mo

14. ClarityTel

Features:

  • Virtual PBX
  • Unlimited calling
  • 40+ calling features
  • Call recording
  • Call transfer and waiting
  • Logs and activity reports
  • Mobile connect and apps

Set-up fees: No

Long-term contracts: No

Free trial: 30-day money back

Cost: Plans starting at $14.99/mo/line. Contact customer support for an exact quote.

15. Intermedia

Features:

  • Free business phone for every user
  • Conferencing calling
  • SIP trunking
  • Contact center reporting and analytics
  • IVR and call routing

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: N/a

Cost: Contact customer support for a price quote.

Get VoIP For Your Small Business

Global Call Forwarding offers outbound calling and various call center features for businesses across the globe. These features encourage communication across borders through reliable and high-quality calling. To learn more about VoIP providers and how we can help you build a strong cloud phone system, call us at 1 (888) 908 6171 today!

How Much Does a Call Recording Service Cost?

3rd June 2020 blog, Call Management

Investing in a call recording service can be overwhelming if you don’t know where to start or what to look for. Here we discuss what such a service entails and we compare different providers so you can get a better understanding of how much call recording services cost.

What is a Call Recording System?

First, what is call recording and why should you consider this service? A call recording system gives your business the ability to record, download, and review phone conversations. Businesses in almost every industry can make use of this service to:

  • Keep tabs on employee-customer interaction
  • Comply with industry regulations
  • Protect the business from liabilities
  • Provide training material to new employees
  • Increase quality assurance, and more
  • To learn more, check out our guide about the uses of call recording software for business.

Call Recording Device or Cloud-Based Service: Which is Better?

When deciding how to record business calls, you have two standard options:

  • A stand-alone recording device or
  • A cloud-based service integrated within your phone system

How do you decide between them to know which is the better option? Call recording devices are a good option if you want to record calls on one phone connected to your telephone line. To record multiple phones at a time, you will need multiple recording devices.

Recording devices start at $50. However, a good quality device with multi-functionality will prove more expensive. Plus, there is the installation and set-up process that may get complicated based on the type of device and phone system used.

If you are looking to record calls on multiple devices (phones, computers, mobiles, etc.), then a cloud-based model may prove more useful. You do not have to deal with hardware and maintenance as the call recording service is managed by a virtual phone service provider. Plus, it is integrated within your cloud telephony system. This way employees can record, download, and access recordings through the control panel instead of different devices. Everything is stored and available in one place.

How Much Does Call Recording Cost?

Here we look at 3 top call recording services and compare their prices, storage capabilities, and more.

*Note: Costs mentioned in this article are current at the time of publishing and may be subject to changes.

1. Global Call Forwarding

Global Call Forwarding is a virtual phone service provider offering local, toll free, and international numbers to businesses in more than 160 countries. Aside from that, we offer virtual communication services such as call recording, IVR, outbound calling, VoIP solutions, SIP trunking, and more to enhance and improve business communications.

We offer 5 different plans for businesses of different sizes and with different needs. Our plans are based on the amount of calling minutes required per month and additional services. The lowest plan begins at $7.95/mo for 100 minutes. Our most popular plan is billed at $78.95/mo for 2,100 minutes.

You can add our call recording service to your virtual number plan for an additional $3/mo + 2¢/min. This service comes with a default 30-day storage period for recorded calls and records 100% of all calls. However, once the service activates, you can adjust the settings to suit your needs. You can change the percent of calls recorded as well as increase the storage period for up to 6 years.

We also offer transcription and translation add-ons with our call recording service.

2. TollFreeForwarding.com

TollFreeForwarding has 4 different types of virtual phone number plans: Starter, Medium, Large, and High Volume. There are 2 types of plans under each section based on the number of calling minutes needed by the business. These plans start from $9/mo to $63/mo.

Their call recording service like most service providers has an additional cost of $7/mo + 3¢/min. They have 2 types of call recording plans: short-term (30-day storage) and long-term. The short-term plan lets you listen to and download calls online for 30 days. The long-term plan lets you store calls for more than 30 days at 3¢/min/mo.

3. Avoxi

Avoxi provides call center software and virtual communication tools to businesses across the world. They offer 6 different types of virtual number plans for businesses of varying sizes and needs. Their lowest plan is billed at $4.49/mo for 0 minutes while their most popular plan is billed at $25.99/mo for 2195 minutes. The highest plan goes up to $70.00/mo for 8976 minutes.

Avoxi offers call recording with their virtual number plans for an additional $6.99/number/min. This includes a free 30-day storage period. You can also get storage options for 60-, 90-, and 365-day periods. To get unlimited call recording storage, you will need to pay an additional $0.02/min/mo.

Ready to Get Call Recording?

Now that you have a better idea of how much call recording costs, especially with a cloud-based call recording service, it is time to decide which to go ahead with. To learn more about the Global Call Forwarding business call recording software, call us at 1 (888) 908 6171 or chat with us online.

Australia Toll Free Numbers: Comparing the 3 Top Providers

2nd June 2020 blog, Business Phone Numbers

Need Australia toll free numbers for your business? Here we compare three of the top Australia business phone service providers so that you can make an informed decision.

Top Providers: Australia Toll Free Numbers

Picking a provider for Australia toll-free phone numbers can be tricky. One must consider several factors before making a decision, such as:

  • The different services and features the provider offers
  • The pricing models and plans
  • The provider’s credibility and service’s reliability
  • How to get the service
  • The ease of use, additional fees, etc.

Here is a comparison of the top three providers: Telstra, Optus, and Global Call Forwarding.

*Note: The information and prices mentioned in this article are current and are subject to changes and tax inclusions.

1. Telstra

Established in 1975, Telstra is an Australian telecommunications company offering voice, mobile, internet, and television services. They provide plans for individual, business, and enterprise use.

What they offer:

  • Toll free numbers
  • HD, video, Wi-Fi calling
  • SMS plans
  • Office phone systems
  • Business internet
  • Unified communications
  • International calling
  • Toll free service in 30 countries

Pricing:

Register on their website and request a callback for a personal consultation to determine business needs and pricing plans.

How to get started:

To sign up or get a quote about their toll free number service, contact customer service through their website.

2. Optus

Optus — also known as Singtel Optus Pty Limited — was started in 1981 with a vision for creating a well-connected Australia. This includes providing communication regionally as well as internationally. They have telecommunication services for individual use and business use. The company is headquartered in Sydney, Australia.

What they offer:

  • Toll Free numbers
  • Mobile plans
  • Satellite and 4G
  • Optus Loop (VoIP phone solution with call recording, CRM, dual identity)
  • Office broadband
  • Multiple phone lines
  • Global SIP
  • Phone systems, and more

Pricing:

Monthly Access Fee: Basic Value
Minimum Total Cost over 12 months: $330; excluding call charges
Charges for calls received on a fixed line: Local calls (per minute)
National calls (per minute)
mobile calls from within Australia (per minute)		 8.8c
13.2c
16.5c
Charges for calls received on a mobile number: All calls from within Australia 16.5c

How to get started:

To sign up, request a call back by filling the contact form with your contact and business information on their website.

3. Global Call Forwarding

Global Call Forwarding was launched in 2007 under its parent company United World Telecom, established in 1996. The goal of this company was to become an exclusive outlet for toll free numbers. And so, Global Call Forwarding offers international toll free numbers to businesses in more than 160 countries across the globe. Australia toll free numbers are one of the services offered.

What they offer:

  • Toll free numbers
  • Call forwarding options
  • Inbound and outbound call recording
  • Unlimited extensions
  • SIP trunking for businesses
  • Inbound SMS plans
  • Customizable outgoing caller ID
  • Interactive voice response (IVR systems)
  • Can be used internationally

Pricing:

Global Call Forwarding has 5 different plans. These are based on the size and requirements your business has. Plus, there are no set-up fees and no long-term contracts. Additionally, you can opt for a free trial of 7 days to test their service. Here are the prices for their Australia toll free business numbers with mobile accessibility:

Basic Value Power Premium Enterprise
Price $13.95/month $58.95/month $198.95/month $398.95/month $698.95/month
Monthly Minutes 75 600 2,201 5,250 11,008

How to get started:

The sign-up process for Australia toll free numbers from Global Call Forwarding is simple. You can sign up online through our homepage. Purchase and activate your new toll free number in less than a day. You can add additional premium services such as Rollover Minutes, Call Recording, and Outbound Calling to your plan.

Choosing the Ideal Provider

This decision is based solely on your business’ needs and budget. Would you like a provider offering additional communication services or just the toll free service? What other features would you like to include in your business communication system? And so on.

To purchase an Australia toll free number from Global Call Forwarding, sign up on our homepage. To learn more about Australia virtual numbers, call us at 1 (888) 908 6171.

Understanding 0800 and 0808 Freephone Numbers in the UK

29th May 2020 blog, Business Phone Numbers

Whether you run a business in the UK or are looking to expand there, you will come in contact with 0800 and 0808 UK freephone numbers. In this article, we will discuss what these numbers are, how they work, and how they can benefit a business’s communication system.

UK Freephone Numbers

UK freephone numbers — also called UK toll free numbers and free call numbers — are telephone numbers with toll free service. These numbers begin with the prefix 800, 0800, 1-800, or 0808 followed by 7 digits. In 2015, 0800 and 0808 freephone numbers became universally free to call from landlines and mobile lines. Enterprises located in the United Kingdom or those conducting business in the country can make use of UK freephone numbers to enhance their business communications.

How do these toll free numbers work? Calls made to these numbers are charged to the receiver (the business) instead of the caller. Therefore, callers calling a business for customer support or product inquiries can call 0800 and 0808 freephone numbers for free.

  • Some common uses of 0800 and 0808 numbers are:
  • Sales and customer support lines for businesses
  • Government helplines
  • Charity hotlines

Benefits of UK Toll Free Numbers

So, why should your company get UK freephone numbers? With providers like Global Call Forwarding offering international toll free service, you can get a 0800 or 0808 freephone number even if your business is not located in the UK. Doing so helps you expand your business to this part of the world by establishing a nationwide presence.

When you get UK freephone numbers from a virtual phone service provider like Global Call Forwarding, you can:

  • Get mobile-accessible UK toll free numbers
  • Set up virtual communications with prospects and business partners in the UK
  • Customize and manage communications with your own VoIP phone system
  • Forward incoming calls to any number or line located anywhere in the world
  • Reduce international calling rates and save costs
  • Set up 24/7 customer service with IVR and call routing options
  • Add numbers for employees, departments, remote offices, etc
  • Encourage customers to call your business by providing a free and reliable way to connect
  • Increase sales and customer satisfaction by making your business accessible

How to Get UK Freephone Numbers for Your Business?

Getting a UK toll free business number is easy if you know what to look for. You can get such toll free service from any toll free number provider. However, there are some factors to consider. For example:

  • Do you want additional virtual communication features such as call recording, IVR, outbound calling, etc?
  • The provider’s credibility and their service’s reliability.
  • Cost of service and ease of use.
  • Range of coverage.
  • Call quality and call routing options, and so on.

It is important to choose a UK toll free number provider based on your business’s communication needs. Global Call Forwarding offers 5 different plans for our international toll free numbers. You can pick a plan that suits your needs best. These virtual number plans come equipped with basic communication features such as:

  • Call forwarding (including Time of Day Routing and Select Country Routing)
  • IVR/PBX
  • Unlimited extensions
  • SIP trunking
  • Call transfer
  • Custom greetings and local ringback tones, etc.

You can add premium features for an additional price. These include:

  • Call recording software (inbound and outbound)
  • Outbound calling with customizable outgoing caller ID
  • Rollover minutes
  • Inbound SMS plan (if applicable)

UK Virtual Numbers

Ready to get UK freephone numbers with Global Call Forwarding? Sign up on our homepage today or call us to learn more about UK virtual business numbers.

12 Best Call Recording Services [2025]

29th May 2020 blog, Call Management

Choosing a call recording service for your business can be tricky. There are many options available with varying prices and additional features. Here we make a note of the 12 best call recording services available in 2025.

*Note: Prices noted in this article are current and are subject to changes.

Call Recording with Virtual Number Plans and Office Phone Solutions

Here we highlight VoIP and business phone system providers that offer call recording software as a feature along with their services. So, if you are looking for a business phone system or call center solution or to buy virtual phone numbers, have a look at the below providers. You can easily add call recording as a feature when you purchase a plan from these companies.

1. Global Call Forwarding

Global Call Forwarding offers call recording as a premium service that can be added to any virtual phone number plan purchased. With this service, you can record up to 100% of all incoming and outgoing calls. When you purchase this service, you can store calls for a default 30-day period. However, once activated, you are able to increase the storage period up to 6 years as well as adjust the percent of calls recorded. The price for this service is $3/mo + 2¢/min. We also offer transcription and translation add-ons.

2. TollFreeForwarding.com

TollFreeForwarding.com’s call recording service is billed at $7/mo + 3¢/min. This, like Global Call Forwarding, can be added to a virtual phone number plan being purchased. They offer two types of storage for their recording service: short-term (30-day storage) and long-term (more than 30 days). To store calls for more than 30 days, you pay an additional 3¢/min/mo.

 3. CallRail

CallRail is a service that focuses more on call tracking and lead generation. As a result, their services and features center around these areas. They offer packages with multiple numbers as well as analytics to assist you in marketing and conversation efforts. Their call recording service comes along with each of their plans and is not charged additionally. The plans they offer are priced at $45/mo + usage, $95/mo + usage, and $145/mo + usage.

4. Avoxi

Avoxi offers a call recording feature in addition to its virtual number plans, as well. You can get this service with a free 30-day storage period for $6.99/number/min. Additionally, they have 60-, 90-, and 365-day storage periods as well. And if you pay an extra $0.02/min/mo, you can access unlimited storage.

5. TalkDesk

TalkDesk, like the other providers mentioned here, offers call recording software with voice and screen recordings to provide the entire context surrounding a call. Calls can be stored for as long as needed on their cloud or yours. Their visualized waveform playback lets you make comments and review important topics for discussion with the ultimate goal to improve agent performance. However, to get an exact quote for your business, you will need to connect with a TalkDesk representative.

6. Aircall.io

Aircall.io’s virtual number plans come equipped with call recording. The price of the overall service, therefore, depends on the plan you choose. They offer 3 main plans: Essential, Professional, and Custom. These plans are priced per user per month and have a minimum user requirement. Additional virtual numbers cost extra.

7. RingCentral

RingCentral offers cloud-based phone system solutions for businesses. This includes virtual numbers and cloud communication services. You can get call recording on-demand with their Standard plan starting at $24.99/user/mo. However, you can get automatic call recording with their Premium ($34.99/user/mo) and Ultimate ($49.99/user/mo) plans.

8. 8×8

8×8 is a company offering business communication solutions that include voice, messaging, and virtual call center solutions. They offer call and screen recording as part of their business phone system plans which range from $28-$175/user/mo. For information about how much their call recording service costs, however, you will need to contact a sales representative.

9. Vonage

Vonage’s Advanced virtual number plan priced at $39.99/mo/line comes with call recording (on-demand) and records up to 15 hours per month. They also offer call recording on-demand separately for $4.99/mo/extension. Additionally, their Salesforce Express plan also comes with call recording software among other features. To get a quote for your business needs, however, you will need to contact sales.

Stand-Alone Recording Companies

Here we will briefly look at companies that offer call recording as a stand-alone service. If you want only call recording and no other virtual communication features or business numbers, then these options may seem more suitable.

10. CallCabinet

CallCabinet offers a call recording software that utilizes the cloud to record conversations. They provide stats, graphical representation, conversation patterns, etc. Their monthly payment option is “pay as you grow.” You can try their service for free for 30 days to test it and see if it fits your needs.

11. Voicestamps

Voicestamps’ call recording service records all calls automatically for $25/mo. There’s a set-up fee of $25. Additionally, they charge $0.06-$0.10/min for recordings. Their outbound call recording prices are similar with a $25 set-up fee, costing $25/mo, and $0.10/min.

12. Orecx

Orecx provides cloud recording software to help you record business calls. This comes with an attractive auto-tagging feature that lets you identify and target important keyphrases within the conversation. To get Orecx pricing, you will need to contact a representative for a customized plan.

Still Unsure About Which Service is Best?

If you still cannot decide which call recording service to go ahead with, then let us help. Call us to learn more about the different features and plans we offer. Or, sign up and try our service for free for 7 days and see for yourself.

8 Tips to Design a Customer-Friendly IVR System

26th May 2020 blog, Call Management

Want to improve caller experience and customer satisfaction? Start by fixing your IVR system and making it more user-friendly. Here are 8 helpful tips to help you redesign your automated system and improve customer interaction.

Designing a Customer-Focused IVR System

IVR technology, or an interactive voice response system is an automated voice system used by businesses. This system interacts with callers before an employee does. It provides company information, identifies the purpose of the call, assists callers with possible solutions, and transfers calls to agents when needed. And by doing these tasks, it helps create a more organized and well-functioning communication system.

1. Offer 24/7 Customer Support

Your IVR system should always be open for business. That is to say, aim to provide 24/7 customer service with a well-executed IVR. Use prerecorded messages to provide support, instructions, and troubleshooting help. Offer basic information and answers to simple inquiries such as:

  • Company information (store hours, location, directory)
  • Product descriptions
  • Account balances
  • Shipping information, and so on

This way, even during off-hours and on the weekends, callers can get help for simple, basic concerns.

2. Use Voicemail and Callback Features

Part of providing 24/7 customer service is offering a callback option in the event callers are unable to resolve their call. This is helpful during heavy traffic situations, after-hours, and over the weekends. Create personalized voicemail messages for these types of situations and have the IVR system forward the call to voicemail. This way, they can leave a voicemail and wait for a call back from your business.

3. Avoid Providing Too Many Options

Too many options and overly-detailed prompts may lead to confusion and more misplaced calls. If there is too much to choose from, callers may not know what to choose and may select the wrong option. This leads to frustration and an unresolved call. Provide only the necessary options and details. Additionally, keep the language and easy-to-understand; avoid overuse of technical terminology and jargon.

4. Simplify Categories

Keep your IVR system structure simple. When you map out your IVR strategy, consider the main categories you want to provide help and information for. Under each category, try to stick to 4-5 options. Add a “Press # to hear these options again” button so that callers can hear the options again.
MonitorsAnyWhere review

5. Use Human Voices

Callers connecting with a business are generally doing so to get a problem resolved. And they typically want to talk to a human representative immediately. Interacting heavily with a robotic automated voice may create some frustration in the mind of the caller, especially if they cannot find the right menu option or solution.

Most IVR service providers will allow you to upload voice recordings of your choice. Here is an opportunity to add a more human touch to your IVR system. It may not be possible to implement this at every step of the IVR, but try to do so whenever you can.

6. Pay Attention to Customer Concerns

An IVR system that provides irrelevant options or information is not useful to a caller looking for specific help. For this reason, it is important to be able to predict customer concerns and what they would be calling about. Watch what your competitors are doing. Conduct market research. Collect feedback from current customers. All of this will help you identify common issues and questions that you can include and target in your IVR system.

7. Cater to Your Audience

Depending on the type of business you run and the demographic you cover, you may want to consider a multilingual IVR. This will help with the different markets you want to target as you are providing a way for them to connect with your business. Make sure you have agents who speak those languages on the team as well so that your callers are fully satisfied.

8. Ask for Feedback

Finally, get feedback on your IVR system. After building and updating the system, you need to know how it is working. Ask your callers if they’d be willing to take a quick IVR survey. This could be a phone survey or a followup email or text message that they can complete on their own time. The point is to study how customers are interacting with the IVR and if improvements need to be made.

Get IVR Technology with Us

Global Call Forwarding offers a highly-customizable IVR system along with virtual phone number plans. Sign up today or call us at 1 (888) 908 6171 to learn more!

3 Common IVR System Mistakes and How to Avoid Them

26th May 2020 blog, Call Management

An IVR system, when created right, can positively influence office productivity and efficiency. You can improve caller experience while distributing calls effectively and evenly with an automated system. However, there are some common mistakes often made when designing an IVR system and we’ll highlight them in this post.

Designing an IVR System

An IVR system or interactive voice response system is meant to ease the burden on the caller and the receiver. This is especially useful for companies that have large incoming call volumes. The interactive voice system, if executed properly, can reduce wait times, assist callers in completing tasks themselves, and also transfer the call to the right agent or department.

Thanks to growth in telecommunications, IVR technology has advanced to the point that it can be fully automated and operate without an agent needing to interfere. It will answer calls by using prerecorded messages and prompts to help callers navigate and find a resolution, to help them help themselves. And yet, there are some areas where you may fail when designing the system. Let’s look at the top 3 along with some other common mistakes.

1. Making the Prompts Too Complicated

When callers contact your business, it is usually to make an inquiry or have an issue resolved. And so in such cases, the sooner they can get assistance, the better. If your prompts are too complicated or too vague, callers may have trouble navigating the automated IVR system. It may prove hard for them to find the right answer for their concern. Additionally, if your prompts are too detailed and long, chances are, they may forget the options due to zoning out or not paying enough attention. This will result in misplaced calls and generate more frustration.

Solution: Provide only necessary information, keeping it simple.

Consider the value of each statement and see if you can redo it to provide basic information in less than two sentences. Remember: less is more. And reducing wait times is important as well.

2. Providing Too Many (Irrelevant) Menu Options

When designing your IVR system, keep in mind that while you want to provide as many options as you can, you do not want to overwhelm your callers. Confused callers will select the wrong option and end up in the wrong department which defeats the purpose of having an automated system.

Solution: Arrange menu options in easy-to-follow categories.

Consider the most common issues or concerns that arise and create menu options accordingly. This way, callers won’t get confused and will find what they are looking for quickly. Check out our article about IVR strategies for ideas on how to map out your system.
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3. No Satisfaction Survey

It is important to know how your IVR system is doing and how callers are interacting with it. The whole point of such a system is to improve caller experience and increase customer satisfaction. Therefore, it is essential to study if your callers are satisfied with your customer service efforts.

Solution: Include a customer satisfaction survey.

You may choose to include an automated survey at the end of the call or send followup email or text messages. Remember to first ask your caller if they’d be interested in providing feedback before sending them IVR survey material.

Some Other IVR System Mistakes to Consider

  • Recordings that are unclear or of poor quality
  • Not enough language preferences
  • Poorly organized information
  • Long wait times or no approximate wait times
  • Jarring hold music or voice volumes
  • No call-back options
  • Hard to reach live representatives (in the case of fully automated IVR systems)
  • Outdated information

Create Your Ideal IVR System

Testing and feedback are two important aspects to take into account when setting up your IVR system. You want to make sure that it creates an easy-to-follow and comfortable experience for your caller. To learn more about IVR and how you can get the service, call us at 1 (888) 908 6171.

Is 855 toll free?

24th May 2020 blog

Perhaps you’ve noticed a newer trend among businesses that offer ways to reach them by phone: 855 numbers. You may be familiar with 800 numbers, which are typically toll-free, but you may wonder: is 855 toll free in the same way that 800 numbers are? In this article, we’ll answer these questions and more about 855 numbers.

Toll Free Numbers: Is 855 Toll Free?

If you’re curious and questioning, is 855 toll free?, the answer is yes. These numbers are toll free to callers and they work the same way that 800 numbers do. Instead of the caller being charged for the number, the subscriber is charged to allow its customers to avoid having to pay for time spent on the phone — something that many customers may balk at when faced with other types of communication. 855 numbers work in exactly the same way all 800 numbers do while being protected by the same porting rules as all other toll free numbers. The only difference is two digits!

800 toll free numbers

Why Use 855 Toll Free Numbers?

Because 855 phone numbers are toll free in the same sense that 1-800 phone numbers are, you may be wondering why an 855 number is used at all.

First, considering that there have been lots of 800 numbers used by businesses throughout the years, the ability to find a number that hasn’t been used has dwindled. In fact, if you do the math, there are only 7.8 million possible combinations of numbers — and there have been plenty more businesses since the inception of 800 toll free numbers in the past. This can be a very important factor when a business entity uses the phone number as part of its branding campaign (1 800 MATTRESS, for example), with 855 being a new way to open up new letter combinations. With common letter combinations like CAT and BAT using the same numbers, businesses have had to settle for toll free numbers that may not have the same marketing and advertising impact that branded numbers have. With the relatively new 855 prefix, savvy businesses can finally get a piece of the action that older businesses have only previously had access to.

Another unexpected side effect of 800 toll free numbers being used since the 1960s is that many numbers have been used by multiple business, being, in effect, recycled. While this might not seem like such a big problem for the consumer, your business is on the hook when it comes to these misdirected and erroneous calls. Telemarketers are notorious for targeting businesses in hopes to scam employees and levy unfounded complaints for mislabeled phone numbers. 855 toll free phone numbers offer a less used selection of numbers that prevents this waste of your money and resources.

Thirdly, 855 toll free numbers give your business the same type of nationwide presence and similar credibility as 800 numbers, used widely by both Fortune 500 companies and small businesses that want a professional image. Customers do not want to be responsible for calling costs and it is very much expected that the companies they do business with to foot the bill. For businesses, using 800 and 855 toll free numbers can establish a professional rapport that local-based numbers lack. And according to research, customers automatically view your business enterprise in a different way if you have a toll free number, as opposed to just using local numbers.

855 Numbers and Beyond

Is 855 toll free? Yes they are, and there are actually many other variations to the standard 800 number.

In terms of availability, there are more phone numbers with the 855 prefix available than 800, thanks to the Federal Communications Commission’s (FCC) efforts to make more toll free phone numbers available for business communication. Since their release in 2010, 855 toll free numbers have seen a skyrocketing demand among businesses that have jumped on the opportunity. Additionally, other prefixes have become popular due to the FCC’s release of new prefixes, with 844 toll free numbers and 833 toll free numbers also in high demand among businesses looking to separate themselves from the pack. These prefixes are all part of the North American Numbering Plan, which allows the U.S., Canada, and other territories (i.e. the Dominican Republic) to communicate toll free. Other toll free numbers have been in existence, which includes the prefixes 833, 866, 877, and 888. In the future, you can expect to see the toll free prefix 822 become more widely used, followed by 887 and 889.

Getting an 855 Toll Free Number from Global Call Forwarding

For those questioning, is 855 toll free? The answer is yes. If so, then subscribing with Global Call Forwarding can make the process seamless and easy. Simply visit www.globalcallforwarding.com and select the prefix 855 from the dropdown menu. You’ll see a list of available numbers or have the ability to select a vanity number for a nominal fee. Pick the toll free 855 number you want and specify the destination number or numbers, depending on where you wish to route your call. Then, select a plan and plan options to finalize the process. Once selected, your 855 number will be available for use by the following business day.

3 Ways to Make International Calls from your Browser

12th May 2020 blog, Business Phone Numbers

With advancements in cloud communications, connecting with international business contacts and customers is easier than ever. You can now initiate and answer international calls from your computer set-up anywhere in the world using only a reliable internet connection. Here, we will discuss how you can make international calls from your web browser.

How to Make a Phone Call from Your Web Browser

The best way to make a phone call from your browser is with international VoIP. This is a technology that converts your voice into a digital signal that travels over the internet. Most VoIP services will enable you to call anyone who has a phone number – even local, mobile, and long-distance international destinations.

The three most common solutions are Voice over IP software, a web phone, browser extensions, and international callback.

1. Voice Over IP Software

Voice over IP is the most commonly used communication technology to make international calls over the internet. This is because it is much more cost-effective than using a landline. Furthermore, some providers offer virtual features and services that are not available with traditional landlines.

To use VoIP effectively, a broadband (high-speed) internet connection is required, either through a cable modem or other high-speed services such as DSL. The strength of your internet connection will determine the effectiveness of this solution.

In addition, you will need Voice over IP software and an inexpensive microphone. VoIP software usually costs around $25 to $50 per month, depending on the provider. With good and reliable software, it’s easy to make international calls.

Calls can be made through the VoIP service directly, or the service can be integrated to make and receive calls through a CRM or help desk software.

Learn how to make international phone calls from a web browser.

2. Web Phone Dialer or Softphone

A web dialer enables users to make international calls over the internet. It operates largely like a traditional telephone on your computer, where you enter a phone number on a dial pad to initiate a call.

To make browser calls from a web phone dialer, log in to the service provider’s website with your username/PIN and password. After logging in, you have access to a dialer interface. This enables you to make international calls directly from your browser.

Similarly, a Softphone will enable international calling from a computer. Users will need to download an application on their computer and enter their credentials. Upon successful registration, they’ll be able to start making calls. However, you can consider Softphones to be native applications while web dialers work over web browsers.

Web dialers and Softphones will often offer features such as call transfer, call history, and other functionality to improve your international calling experience.

3. Browser Extensions

Some providers offer international calling through click-to-call Chrome extensions that enable you to dial a number from any webpage just by clicking on the phone number. In our experience, we highly recommend using click-to-call to make international calls from a web browser. Companies can enhance the online experiences of their agents using browser extensions.

Honorable Mention: International Callback

International callback is our top recommended way to make international calls if you don’t have a stable high-speed internet connection or if you are in one of the countries where VoIP is prohibited. Callback uses third-party countries, like the United States, to enable low-cost international calls.

Make International Calls Online

These solutions make it possible for businesses to make international calls online. Stay connected with your customers and contacts no matter where they are located.

To call internationally from a computer, businesses only need a stable internet connection and Voice over IP software. If you want to make international calls from your browser, follow the tips in this article. For more information, call us at 1 (888) 908 6171 and talk to an expert.