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The blog for Global Call Forwarding has articles on the latest customer service trends, telecommunications technologies, and business news.
Phone screen displaying a recording icon
23rd January 2020 blog, Call Management

How To Record a Phone Call

15 Persuasive Words and Phrases - Feature Image.jpg
22nd January 2020 blog, Business Insights

15 Persuasive Words and Phrases to Use for Business Calls

4 Line Phone System
17th January 2020 blog, Cloud Telephony

How to add Call Forwarding to a 4 Line Phone System

benefirt of local-phone-numbers-bulk
17th January 2020 blog, Business Phone Numbers

The Benefits of Buying Local Phone Numbers in Bulk

top voip speed tests
16th January 2020 blog, Cloud Telephony

Top VoIP Speed Tests (2026)

creating a phone tree
16th January 2020 blog, Call Management

Creating The Perfect Phone Tree Template For Your Business

what is the meaning of an outbound call?
13th January 2020 blog, Call Management, Cloud Telephony

What is Meant by Inbound and Outbound Calls?

credibility with toll-free numbers
13th January 2020 blog, Business Phone Numbers

Building Credibility with Professional Toll Free Numbers

888 Meaning and How To Get an 888 Number
13th January 2020 blog, Business Phone Numbers

888 Meaning and How To Get an 888 Number

How To Record a Phone Call

23rd January 2020 blog, Call Management

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

How To Record A Phone Call for Business

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

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

Call Recording to Boost Customer Care

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

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

Recording on Your Smartphone

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

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

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

Record Calls with Global Call Forwarding

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

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

Improve Customer Interaction and Build Better Relations

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

15 Persuasive Words and Phrases to Use for Business Calls

22nd January 2020 blog, Business Insights

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

Persuasive Words and Phrases: 15 Ways to Attract Customer Attention

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

1. Free

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

2. Easy!

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

3. Limited Time, Limited Availability

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

Related: International Phone Etiquette for Business in 2026

4. Exclusive

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

5. Guaranteed

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

6. Best

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

7. Avoid

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

8. Fix

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

9. Because

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

10. You

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

11. We

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

12. Now

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

13. I Don’t Know

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

14. Let’s Make A Change

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

15. Save

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

Some Other Phrases To Try

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

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

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

How to add Call Forwarding to a 4 Line Phone System

17th January 2020 blog, Cloud Telephony

Businesses ranging from large corporations to small businesses must continuously improve and maintain good customer relations. Therefore, the choices you make regarding what phone system or multimedia channels to utilize matter significantly.

Setting up call forwarding for your office line is one such important decision. Whether your company handles calls through one phone or multiple numbers for different offices, call forwarding can help streamline call management and boost customer interaction. Let’s look at how to add this feature to a 4 line phone system.

Call Forwarding: Benefits for the Office

Call forwarding basically redirects incoming calls to a number different from the one dialed. This is convenient when you do not want to give out your real number. Or, when you want calls to be forwarded to different departments or offices at certain times of the day. You can move calls around in an efficient way to ensure no calls or prospects go missed.

Global Call Forwarding offers a variety of virtual numbers with call forwarding. Virtual numbers route calls over the internet instead of traditional phone lines, making them a cheaper option. You can get a toll free number or a local number for a specific geographical location. Toll-free numbers are free for callers as they charge the receiver. Local numbers have area codes for specific locations and this helps you have a virtual presence in a city or state without needing to physically move there.

Multi-Line Phone Systems

Standard phone systems carry audio between only two parties, that is, between the caller and receiver. However, multi-line phone systems, offered by Cisco, Grandstream, and other providers, allow multiple people to be on the phone at the same time. These lines can be 2 line or 4 line phone systems. You can set them up for internal communication between employees and colleagues or externally for customers.

Who Can Use Multi-Line Communication Systems?

Companies of any size can use a 2 or 4 line phone system to streamline and organize their calls. They can easily forward or redirect calls from one line to the next. There are different ways to set and organize multiple lines for your system.

choosing the best virtual phone system
Source: Stockphoto.com O#100001356953

With a 2 line phone system, you can have:

  • One line for home and one for business.
  • One line per employee and one for a fax number.

With a 4 line phone system, you can have:

  • Two lines for salespersons, one for toll free number, and one for the marketing team.
  • One line for customers in certain states, one line for local customers, and one for the remote team.
  • One line per department.

Let’s look at a few scenarios where having multiple lines on one phone system can boost communication.

  1. Businesses offering medical support, financial services, etc., will need to be constantly accessible to their clients. And so, having call forwarding set in such a way forwards calls to multi-site offices where someone will answer and help customers.
  2. One-person or small businesses, freelancers, and remote workers can use this service to protect their actual numbers. They can provide a virtual number that directs calls to their phone, without having to share their personal number.
  3. Restaurants and companies with high call volumes during rush hour or holiday seasons.
  4. Businesses with employees that travel a lot for work.
  5. Companies that want to provide around-the-clock service and improve their customer service.

Setting Up Call Forwarding on a 4 Line Phone System

Adding call forwarding to your 4 line phone system is easy and quick, and does not require expensive equipment. Just follow the steps below.

1)  Virtual phone service providers offer call forwarding and other communication features for businesses. We recommend Global Call Forwarding for its affordability and high-quality user experience.

2) Review plans and features: Choose a plan that fits your needs and budget from a variety of options. We offer 5 different plans based on business size and amount of minutes anticipated. Then, look at what other features you can add to enhance your phone system. For example, you can pair call forwarding with call recording, select country forwarding, interactive voice recording (IVR), or time-of-day routing.

3) Sign up for virtual service: Enter the necessary information on the sign-up page. For example, enter the type of number you want: toll free, mobile, UIFN, area code number, etc. Then, select the number you want from the options available. Finally, enter the destination number where calls should be forwarded. This could be your personal, office, or cell number. You can later go into your control panel and add additional lines.

4) Purchase multi-line phones: Purchase a desktop phone system that can run several lines. You can look at major phone companies for a device that works well for you.

Streamline, Organize, Control: Manage Your Call Volume Better

With a 4 line phone system and call forwarding, you can easily ensure that customers can reach your business at any time. Call Global Call Forwarding today at 1 (888) 908 6171 to learn more or to sign up for a virtual number with call forwarding now. It’s never too late to improve internal communication and customer service.

The Benefits of Buying Local Phone Numbers in Bulk

17th January 2020 blog, Business Phone Numbers

Bulk Phone Numbers Are a Smart Addition to Any Business.

They give your business an authentic presence in particular target markets and make your company more accessible to individuals in local and international areas. Given the fact that your business needs a new phone number for each targeted area, the need to get bulk toll free numbers is a high-priority. Therefore, the more that you purchase in bulk, the greater the benefits for your business.

Let’s take a look at the many benefits that come with using bulk local numbers from Global Call Forwarding, including:

  • Tracking Marketing Efforts
  • Easy Access for Your Customers
  • Improving Regional Marketing Efforts
  • Streamlining Your Business
  • Cost-Effective Global Business Expansion
  • Utilizing Advanced Features to Remain Competitive

Track Marketing Efforts

By using multiple local numbers, you can track where the majority of calls are coming from. For instance, with the intuitive dashboard from Global Call Forwarding, you gain insight into how effective your advertising campaigns are. Additionally, you can also view the effect of regional marketing campaigns, which appeal to different target demographics. Most importantly, armed with this insight, you can make more intelligent decisions about marketing, distribution, and more.

Easy Access for Your Customers

When using localized phone numbers in international markets, you make it easy for customers to contact you. In other words, there are no long-distance fees, no service blockages, and no issues when dialing out of the country. That is to say, bulk local numbers consolidate particular regions and open up communication there. For instance, purchasing bulk local numbers in Europe can facilitate communication between countries that ordinarily have restricted access or require separate SIM cards for callers.

Improve Regional Marketing Efforts

Each domestic market that your business wants to interact with has an inherent bias towards domestic businesses. Having a presence in multiple markets but differentiating each one with a local number is a valuable asset to your company.

For example, the United States is a country comprised of 50 states, 16 territories, and the District of Columbia (a federal district). To get adequate coverage, you may want to purchase a local phone number for the major cities of the U.S. For larger organizations, you can buy local phone numbers for each state/territory to ingratiate your business.

Streamline Your Business

The routing capabilities of virtual phone numbers can sum up all of the bulk phone numbers and redirect them to one destination phone number. This means that you don’t have to constantly switch between numbers or constantly redirect inbound calls.

Further, using an add-on like simultaneous ringing ensures that all connected phone numbers ring to multiple devices. Whether your employees use a laptop, headset, softphone, and more, inbound calls are streamlined. This is valuable for providing customer service as fast as possible, never leaving a potential call unanswered.

Cost-Effective Global Business Expansion

It has never been easier to grow your business than buying local phone numbers in bulk. From emerging startups to established enterprises, bulk local phone numbers immediately give your business a presence in whatever market you’re looking to penetrate. Simply choose a local phone number, advertise it to your audience, and begin to receive calls.

Furthermore, there’s no need for opening up a branch office in a new area, which has been an insurmountable barrier for many SMBs and startups. With bulk local phone numbers, your business can save time and resources to focus on other aspects of your organization

Utilizing Advanced Features to Stay Competitive

The bottom line is, when you purchase bulk local numbers with Global Call Forwarding, you’re gaining the ability to use advanced tech in your business model. Likewise, we offer businesses and individuals a wide range of add-ons and features that can revolutionize how you compete in your industry. For example, some of these include:

Buying Phone Numbers in Bulk is a Good Idea

Global Call Forwarding can help your business get bulk local numbers hassle-free. Consequently, the process is 100% online and/or with the assistance of our expert representatives. Above all, if your organization is still on the fence about getting bulk local free numbers, consider the benefits of having them and contact us today!

Top VoIP Speed Tests (2026)

16th January 2020 blog, Cloud Telephony

Think your VoIP connection is lacking something? Use one of these top VoIP speed tests to measure internet performance and quality. This way, you will know where your VoIP connection needs to improve to support your communication needs.

Top VoIP Speed Tests

Voice over internet protocol (VoIP) systems route calls over the internet. They do this by converting voice signals to digital signals and transmit them through your broadband connection. In order to use VoIP systems comfortably, you need to have a strong internet connection. This is where speed tests come in. Top VoIP speed tests check how your internet is doing on specific factors such as:

Latency: Time delay experienced by signals from the transmission to the receiver. Higher latency leads to a delayed sound effect but doesn’t degrade sound quality.

Jitter: Delay between sent and received packets. The more the delay, the more sound and latency will degrade and suffer.

Upload and Download speeds: Time taken to download or upload (send and receive) files. With higher speeds, heavier data packets can be sent without fear of delay or disruption.

As of December 2025, these are the companies that provide the top VoIP speed tests that will help you understand where your VoIP service needs work.

ZD NET

To check your VoIP speed with ZD Net, open their speed test link, select the type of connection you want to test (cable, 4G, DSL) and your location with the zip code. Then, you will see the results through graphics to help you best understand how your system is working. Make sure you enable Flash Player to use the test.

Freeola Broadband Line Quality Test

Freeola is an internet service provider offering internet services to small businesses in the UK. You can check your download and upload speed here and also learn why your broadband is slow and how to fix it. Simply, go to the Speed Test tab, and click ‘Start.’ No additional information is required.

Speedtest

Speedtest, by Ookla, tests internet performance through mobile and desktop apps for Android, iOS, Windows, macOS, and Apple TV. You can also get the browser extension to check internet performance without disrupting your web experience. Once you decide how and what you want to test, simply follow the instructions on the website.

8×8 VoIP Readiness Test

8×8 measures internet performance and quality by passing simulated VoIP traffic to your device. To use this, you will need to visit the VoIP test tab under Resources and Tools and then click ‘Start.’ Based on your results, you will know if your connection is ready to switch to VoIP.

Voiptoners

To check your VoIP speed, visit Voiptoners speed test tool and click ‘Go.’ The results will tell you how many recommended and maximum lines you can have based on the strength of your connection.

Ping-test.net

Ping-test uses a graphic to demonstrate how your internet is doing. When you visit the website, click ‘Start Test’ and it will conduct a variety of ping tests over different servers. This service is most popular for its latency scores.

OnSIP VoIP Test

OnSIP works like the other speed tests except that it requires you to complete a short form begin starting your test. This form asks for your email, name, phone number, company number, and the number of employees.

MegaPath Speed Test Plus

To use MegaPath’s speed test, you need to select the location or city nearest to you and then start the test. The results will then let you know how your internet is functioning.

Bandwidth Place

Besides testing your internet upload and download speed, latency, and jitter, Bandwidth Place lets you share your results with others as well.

Why Testing Your VoIP Speed is Important

As mentioned earlier, good VoIP and internet speed is essential to the proper running of your VoIP phone system. And so, it is good to occasionally test your speed to ensure calls made and received are not interrupted. And also, to ensure files are easily sent and received. Because VoIP systems don’t only route voice calls, they also enable video calls and file sharing. So, test your VoIP speed today with one of these top VoIP speed tests.

Creating The Perfect Phone Tree Template For Your Business

16th January 2020 blog, Call Management

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

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

What is a Phone Tree?

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

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

Benefits of Utilizing IVR

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

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

Pay Attention to Phone Tree Templates

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

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

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

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

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

Create Your Phone Tree Today

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

What is Meant by Inbound and Outbound Calls?

13th January 2020 blog, Call Management, Cloud Telephony

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

Inbound vs. Outbound Calls

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

What are Inbound Calls?

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

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

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

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

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

What is an Inbound Call Center?

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

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

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

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

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

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

What are Outbound Calls?

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

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

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

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

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

The typical nature of an outbound can include:

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

What is an Outbound Call Center?

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

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

These are some of the uses of outbound call centers:

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

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

Differences Between Inbound And Outbound Call Centers

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

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

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

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

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

Related: Call Center Trends

Technology Used for Inbound and Outbound Calls

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

Inbound calling benefits from:

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

Outbound calling technology includes:

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

Assisting and Empowering Call-Focused Businesses

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

Building Credibility with Professional Toll Free Numbers

13th January 2020 blog, Business Phone Numbers

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

Getting Professional Toll Free Numbers

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

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

Geographical Agnosticism

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

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

Accommodating International Customers

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

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

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

Adding Professional Toll Free Numbers Directories to Your Business

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

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

Better Functionalities with Add-ons from Global Call Forwarding

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

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

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

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

888 Meaning and How To Get an 888 Number

13th January 2020 blog, Business Phone Numbers

Are you seeing the 888 phone number everywhere and wondering what it stands for? You’ll notice these numbers on billboards, ads, company contact details, and more. 888 numbers are toll free numbers used by businesses. You can get toll free numbers such as 888 numbers with Global Call Forwarding. In this post, we will talk about:

  1. 888 meaning
  2. Benefits of an an 888 number
  3. How to get an 888 toll free number.

What is an 888 Phone Number?

When you type in “888 meaning” in Google, most search results will give you information about the spiritual meaning behind the 888 number. However, 888 numbers are also phone numbers used by businesses and corporations to correspond with their clients and customers.

The internet is filled with people wondering, is 888 a toll free number? Yes, the 888 number is a toll free code. And these numbers work just like 1-800 toll free numbers. Toll free numbers are numbers beginning with a three-digit toll free prefix. Prefixes currently available are: 800, 833, 844, 855, 866, 887, and 888. These numbers are preferred by businesses and their customers alike because calls made to toll free numbers charge the receiver and not the caller. Therefore, calling an 888 number is almost free for anyone calling. In cases of providers that offer text-enabled numbers, customers can also send and receive texts from toll free numbers.

Get an 800 number

Benefits of Using 888 Numbers

An 888 phone number can greatly boost the number of customer calls your business receives. This is because these numbers are free for US customers to call from within the US. Customers can call 888 toll free numbers free of cost while the call is forwarded to your business office. You can forward these calls to any location or device, wherever your sales and customer service teams reside. Help your customers reach your business easily when you get an 888 number.

How to Get an 888 Number for Your Business

You can get 888 numbers easily. These use voice over internet protocol (VoIP) systems to route calls over the internet. This is good for companies that have international clients or want to expand their business to neighboring cities and states. Calls made over an internet connection are much cheaper than through traditional phone lines, making them a viable option. So, how can you get an 888 phone number for your business? Here’s the process.

1) Find a Provider

The first step to getting an 888 phone number is researching various providers. A virtual phone number can give you added benefits and features that work over the internet, making sure you are always connected. So, you may also want to consider getting a virtual 888 number. Browse through a variety of plans available and see what rates work for you. Most rates are based on the number of minutes used or the number of users.

Global Call Forwarding has five 888 number plans: Basic, Value, Power, Premium, and Enterprise. And they are all based on the number of calling minutes you may need. We also offer a Rollover Minutes feature which lets you accumulate unused minutes and carry them forward to the next month. We recommend Global Call Forwarding for virtual toll free numbers because we have a plan for businesses of every size. And setting up your 888 number with Global Call Forwarding is quick and easy.

2) Choose Additional Features

Another thing to consider when selecting a provider is the kind of features they offer. For example, do you need features like call forwarding and call transfer? Does your company have international offices and therefore, do you need to route calls to alternate numbers during certain times of day to ensure no call is missed? Then, features like Simultaneous Ring, Time of Day Routing, etc can be very helpful. Additionally, if you want your company to seem professional to callers, setting up an interactive voice response (IVR) system may be a good idea. This will greet callers and direct them through a menu of options.

These aside, you can add additional benefits that you require such as our Hosted Call Recording feature or more. So, it is important to consider what providers can offer you and how these features can be customized for your specific needs.

3) Consider Making it a Vanity Number

Depending on the type of business you are running, you may want to consider making your 888 number a vanity number. Vanity numbers are unique and attractive numbers that utilize patterns or letters to make a statement. For example, 888-FLOWERS or 888-222-2224. Vanity numbers are easy to identify and remember which makes them a good marketing tool to have.

Get an 888 Number to Improve Business Communications

Improve your business communications by getting an 888 number with Global Call Forwarding today! Or call us at 1-(888)-908-6171 or chat with us through our website to learn more.