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The blog for Global Call Forwarding has articles on the latest customer service trends, telecommunications technologies, and business news.
Cisco IP Phone
4th March 2020 blog, Business Phone Numbers

Using Virtual Telephone Numbers With My Cisco Phone System

A comparison of local versus toll free numbers.
2nd March 2020 blog, Business Phone Numbers

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

ivr-automation-tool
27th February 2020 blog, Cloud Telephony

IVR: The Office Automation Tool That Makes Business Communication Easy

benefits of call recording
25th February 2020 blog, Cloud Telephony

Benefits of Recording Business Calls: Invest in Call Recording Software

Benefits of Caller ID
24th February 2020 blog, Cloud Telephony

7 Benefits of Making Calls with a Local Caller ID

dodd frank call recording
20th February 2020 blog, Business Insights

Dodd-Frank Act: Call Recording Compliance for US Banks

MiFID II financial services
20th February 2020 blog, Business Insights

MiFID II Call Recording Compliance for EU Banks

best outbound calling strategies
17th February 2020 blog, Call Management

7 Best Outbound Calling Strategies: Make Calls That Convert

business-phone numbers with extensions
17th February 2020 blog, Business Phone Numbers

Infographic: Must-Know Facts About Business Phone Calls

Using Virtual Telephone Numbers With My Cisco Phone System

4th March 2020 blog, Business Phone Numbers

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

Cisco Phone System: An IP Solution

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

Purchase Virtual Numbers

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

To purchase numbers:

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

Make a Note of your SIP Information

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

To locate the PIN number for your account:

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

Configure Your Cisco Phone System

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

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

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

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

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

Using VoIP with Cisco Phone Systems

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

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

2nd March 2020 blog, Business Phone Numbers

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

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

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

Local Phone Numbers vs. Toll-Free Numbers

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

Why do Businesses Use Local Phone Numbers?

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

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

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

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

What Can Toll-Free Numbers Do for Businesses?

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

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

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

Does Your Business Need Local or Toll-Free Numbers?

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

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

Choosing Between Toll-Free and Local Numbers

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

  • How will this phone number be used?

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

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

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

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

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

  • Do you have the proper documentation requirements?

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

  • What is your budget for IT and telecommunications projects?

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

Let Global Call Forwarding Help You Decide

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

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

IVR: The Office Automation Tool That Makes Business Communication Easy

27th February 2020 blog, Cloud Telephony

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

Interactive Voice Response: A Necessary Office Automation Tool

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

How Does an IVR System Work?

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

How Businesses Are Using This Feature

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

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

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

Benefits of Including Automation In Your Communication System

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

Make Your Office Phone System Efficient and Professional

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

Benefits of Recording Business Calls: Invest in Call Recording Software

25th February 2020 blog, Cloud Telephony

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

Call Recording Software for Business Communications

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

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

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

Record-Keeping Made Easy

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

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

Quality Assurance

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

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

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

Protection From Liabilities

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

Compliance Requirements for Financial Companies

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

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

Increase Efficiency and Productivity

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

7 Benefits of Making Calls with a Local Caller ID

24th February 2020 blog, Cloud Telephony

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

What is a Local Caller ID?

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

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

Using Customized Caller IDs with Outbound Calling

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

Example of Using a Local Caller ID

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

7 Benefits of Making Calls with Local Caller IDs

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

1. Enter New Markets and Expand Globally

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

2. Establish a Local Presence

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

3. Two-Way Local ID Match

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

4. Increase Local Response Rates

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

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

5. Make Your Business Accessible

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

6. Support Remote Employees

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

7. Easy Caller ID Management

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

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

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

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

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

Get Outbound Calling with Global Call Forwarding

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

Dodd-Frank Act: Call Recording Compliance for US Banks

20th February 2020 blog, Business Insights

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

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

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

The Basics of Call Recording Compliance Requirements With Dodd-Frank

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

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

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

Understanding the Technical Aspects of Compliance

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

The Impact of Non-Compliance

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

How to Comply with Dodd-Frank Call Recording Requirements

To ensure compliance, financial institutions should:

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

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

The Role of Voice and Network Administrators

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

Choosing a Call Recording Solutions for Dodd-Frank

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

Start Recording Business Phone Calls

There are a few different ways you can record calls:

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

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

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

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

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

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

 Add Call Recording to Your Business Phone System Today

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

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

MiFID II Call Recording Compliance for EU Banks

20th February 2020 blog, Business Insights

Keeping harmful and abusive financial practices and customer data protection in mind, the MiFID II was created to increase transparency within the financial services industry. Among the many rules, the MiFID II also regulates communications between European Union (EU) banks and its customers and clients. Let’s look at call recording compliance under this regulation.

What is MiFID II?

MiFID II or the Market in Financial Instruments Directive II came into effect in 2018. This EU legislation follows the old MiFID version by enforcing rules that prevent breaches and malpractices within the finance industry. Institutions like EU banks, interdealer brokers, stockbrokers, etc., are regulated under this ruling.

Call Recording Compliance Under MiFID II

Among others, MiFID II requires business communications — telephone and electronic correspondence — be recorded. More specifically, correspondences that “result in transactions concluded when dealing on own account and the provision of client order services that relate to the reception, transmission, and execution of client orders,” according to its policy statement. Additional types of communication that fall under the legislation’s call recording requirements include those between:

  • Bank and selling shareholder or bank and buyers relating to the purchase and resale of a block of securities.
  • Bank and its corporate client and bank and sellers in relation to the purchase of securities in “buy-back” transactions.
  • Bank and buyers regarding the resale of shares purchased by an underwriting bank.
  • Bank and its clients and bank and a third-party seller/broker regarding purchase of securities as part of a stakebuilding exercise.

Complying with MiFID II

Financial services companies, as a precaution, should comply with the regulations of the MiFID II legislation. Doing so can increase transparency and reduce liabilities, especially if your company conducts business appropriately and in its best interest. So, how do you record calls to be in compliance with MiFID II?

You can invest in recording technology or a call recording software or choose a cloud-based solution. Recording technology like devices and recorders can prove expensive and may not produce high-quality recordings. Additionally, they will require physical storage space. Call recording software may be a better alternative but not all come with unlimited or cloud storage. Most virtual phone service providers, interestingly, offer call recording solutions that let you store recordings on the cloud for a certain amount of years. And the quality of such recordings is generally good, depending on which provider you work with.

Global Call Forwarding offers call recording as an additional feature for a small monthly fee. With this feature, you can record up to 100% of all inbound and outbound calls. The calls are stored as MP3 files and are stored for up to six years. Additionally, you have the ability to record over different channels and devices. And since this comes along with your business number, you don’t have to purchase special equipment.

Other Reasons to Record Your Calls

Call recording is a popular choice with businesses that carry out transactions involving sensitive information and customer data through communication systems. Recording and storing such data can help reduce liabilities, both business and personal. Additionally, it can be useful with regard to quality assurance. Utilize recordings for training purposes and to teach employees what to do and what not to do on calls. Create and uphold a company standard that is reflected in the way your business interacts with its consumers.

Get Call Recording with Global Call Forwarding

Setting up call recording for your office phone system is easy. You can purchase a business number or port your existing one to Global Call Forwarding and add the feature to your service. Then, you can record 100% of your calls or adjust to record as many as you need. Access recorded files and important customer information quickly all while following the MiFID II regulations. Sign up today or call us at 1 (888) 908 6171 to learn more.

7 Best Outbound Calling Strategies: Make Calls That Convert

17th February 2020 blog, Call Management

Is your sales team suffering from a low period and struggling to reach monthly goals? It may be time to rethink your sales techniques and make some improvements. Here are some outbound calling strategies to reevaluate your cold-calling tactics and bring your company back on the right track.

Outbound Calling Strategies

There are several reasons why businesses with large outgoing call volumes succeed or fail. A lot of it has to do with how you are conducting your outbound calls, the level of training your agents undergo, and the tools and technology you use. What strategies can you use to refine your outbound calling results?

1. Set (or Re-set) Goals

The first step when creating any strategy is to decide on the end goals. What is everyone on the team hoping to achieve through these tactics? Is the objective to gain straight sales or set appointments or just survey prospects to determine which are valuable? Additionally, how many calls do you intend to make over the course of a week or month? Having these goals established will ensure each team member is on the same page and works towards the same end.

2. Create the Right List

Another important step in attempting to sell your product or service is identifying who your target audience is. If you don’t pay attention to this key factor, you will waste time calling the wrong people and not making the right sales. Start by conducting market research to determine and understand your ideal customer group. Then, create a list and work off of that.

3. Work with the Marketing Department

Working with the marketing department can help you understand when and how the company may be losing prospects. Use that information to fix the problems before they occur. For example, say your marketing team discovers that most failed customers are the ones that result in abandoned carts. Your outbound strategy might then focus on reaching out to these users and helping them complete the process or resolve any existing doubt.

4. Train Your Agents

Preparing your agents is equally important. Conduct training sessions every couple of months as a refresher to reinforce company standards. Additionally, make sure that reps are familiar with the tools, software, and technology they need to use. This way, no time is wasted on learning in the middle of a call. Provide training materials and opportunities like webinars, textbooks, seminars, etc., that can assist agents in doing their best and increasing their confidence when on-call. Consider using call recording for quality assurance and performance analysis. Reward successful interactions and use failed interactions as lessons.

5. Rethink the Script

To follow the script or not? That is the real question. It is known that customers automatically tap out of a conversation when they hear a monotonous script that they know had been heard by many. But scripts help reps retain key information, stay consistent, and make fewer mistakes. The cold-calling script acts as a safe switch for when they forget or lose track of their speech. The trick to creating a script that is informative but not monotonous is to give reps input. Let them create the script with you through a collaborative and flexible process so that their concerns and issues can be represented as well. And the final product is one that works for everybody.

6. Prospect Comes First

Keeping the prospect engaged and interested has often proven to be a difficult task. If they did not expect your call, it’s less likely that the customer will let you even complete the first sentence of your script. First, you want to grab their attention with an offer that piques their interest. Use persuasive words and phrases. Make customers feel valued and heard. Perhaps you can call them by their name, ask how they are doing, and ease into the script. Let them know how you came across their contact. This way, you don’t come across as creepy or stalker-ish. More importantly, be mindful of their time and let them know that. Offer to set up another call time, if they are busy now. Letting your customers know you care and respect their time will give you a better chance at converting them.

7. Smart Calling

Besides implementing all these strategies, keep in mind that timing matters as well. If you are calling prospects too many times or during odd hours, chances are, you will lose that sale. Additionally, if you call an interested client too late, that too may be a dead end. Using analytics, determine what are the best times of the day and days of the week to reach out or return calls. For example, you can use outbound calling to follow up with an interested customer who dealt with a sales chat rep or interacted with your website or requested a callback. Here, the sooner you connect with them, the better you can capitalize on their interest.

Outbound Calling with Global Call Forwarding

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Infographic: Must-Know Facts About Business Phone Calls

17th February 2020 blog, Business Phone Numbers

Business communications are an important factor in the successful running of an enterprise. Whether you are using in-house customer care teams or outsourcing to a contact center, how you interact with potential customers can heavily impact your sales. Advancements in telecom technology have paved a way to enhance office productivity and sales with call forwarding, tracking and recording, high call quality, and more. And these tools have made it easier than ever to maintain good customer relations through business calls. Keeping some of the below stats in mind, you can determine what is the best way for your company to connect with users.

Business Calls: Increasing Productivity and Customer Retention

Business dealings consist of internal and external calls. Internal refers to correspondences within the company and its team members. External calls, on the other hand, relate to the incoming and outgoing calls that connect your business to its clients. A good office phone system will ensure the smooth running of all business communication channels. With good call quality and contact tools, you can attract more customers while making yourself always reachable for returning ones.

Reasons Why Business Calls are Still Important

Interestingly, more than 92% of all customer interaction happens on the phone. Convenience and good customer service are strong contributing factors. It is no surprise that individuals find customer care important. A business that is easily reachable increases trust in the eyes of the caller because they know that you can solve an issue quickly, if the need arises. On the other hand, a company that takes the time out to call a user to provide information or assistance can further pique their interest in the service. Welcome and follow-up calls are appreciated because the customer can feel valued and not just treated as another price point.

Another reason why they prefer calling over emailing is that they believe a phone call is the quickest and most effective way to get a response. More than half of website visitors prefer contacting an enterprise through phone calls rather than email or contact forms. Click-to-call ads and call-to-actions which appear on mobile searches have greatly increased this number. Click-to-call options appear on sponsored ads or business listings where they provide a call button. Web visitors can click on these buttons to immediately call the business instead of searching for the number and dialing it in their dial-pad to call.

Tools That Enhance Business Dealings

Virtual phone service providers offer a wide range of tools that can be used and customized to meet your corporation’s needs. You can use call distribution features like Call Forwarding, Simultaneous Ringing, Time of Day Routing to direct calls to different destinations and locations. The point of this is to ensure that if one agent or employee is unable to answer a call, another one can. Additionally, if you have offices spread across states and countries, you can forward calls to those areas during certain hours. Again, this makes sure that if your office is closed or busy, another team can answer calls. The key is to make your business accessible so that customers don’t have trouble reaching you. At the same time, effective call distribution will ensure that your employees are not overwhelmed with overflowing business calls.

You can use tools like Call Recording, Analytics, and Call Tracking to improve and strategize. Recorded calls can help train new employees and act as a refresher for current employees. You can also identify good and weak sales tactics, or conduct performance analyses based on how agents behave on call. Call tracking and analytics can provide insight into important call stats and metrics like:

  • Number of calls occurring over a day, week, or mont
  • Average handle times (AHT)
  • Customer effort score (CES)
  • Average speed of answering (ASA)
  • Queue times
  • Where incoming calls are coming from, etc.

Use this information to retrain agents or streamline marketing efforts, all with the end goal of refining customer relations.

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Improving your business communications is the first step to attracting new customers and satisfying existing users. Sign up with Global Call Forwarding to take advantage of our virtual phone service tools and features or call us at 1 (888) 908 6171 to learn more.