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The blog for Global Call Forwarding has articles on the latest customer service trends, telecommunications technologies, and business news.
what is an ivr
28th December 2019 blog, Call Management, Cloud Telephony

What is an IVR?

Measure Website Traffic with Virtual Numbers 5 Simple Steps
13th December 2019 blog, Business Insights

Measure Website Traffic with Virtual Numbers: 5 Simple Steps

How To Get a Virtual Business Address
13th December 2019 blog, Business Phone Numbers

How To Get a Virtual Business Address

make iphone announce calls
11th December 2019 blog, Business Phone Numbers

How To Make Your iPhone Announce Calls

Starting Business Ohio
10th December 2019 blog, Business Insights

Starting a Business in Ohio

Delete Google Voice Number
9th December 2019 blog, Cloud Telephony

How To Delete Google Voice Number

how to make private calls
5th December 2019 blog, Business Phone Numbers

How To Make a Private Call

Advanced Call Center Technologies for Sales and Support
5th December 2019 blog, Call Center, Sales Management

Advanced Call Center Technologies for Sales and Support

Call Center QA Effective Quality Assurance Strategies
5th December 2019 blog, Call Center

Call Center QA: Effective Quality Assurance Strategies

What is an IVR?

28th December 2019 blog, Call Management, Cloud Telephony

IVR stands for interactive voice response. It is a highly effective technology and a simple tool that allows a computer to communicate using a voice and digital tones that are typed into a keypad. In other words, it is the charming voice that lets you know your menu options when you dial a company’s customer service line. The IVR allows customers to interact with its system through their own keypad at home, where they can then be transferred to the point of contact that will best suit their needs. IVR systems are pre-recorded by a human or they can be dynamically generated into audio instructions through a computer “voice.” These systems are also designed to be able to handle a large call volume and can even be used to make outbound calls.

IVR systems are typically used for retail orders, travel information, weather conditions, utilities, mobile purchases, and banking payments. IVRs are sometimes called voice response units, or VRU. These systems are simple and effective tools, but some managers and business owners are unaware of how much they can actually help their companies. The IVR can route phone calls, enable the identification of callers, reduce costs, and increase efficiency within any business.

While IVR systems identify the caller’s intent and route them appropriately, advanced call flows can also prepare agents before the conversation begins. Features like Call Whisper play a short, private prompt to agents after IVR routing—alerting them to the call’s source, region, or purpose before they answer.

what is an ivr
Source: Stockphoto.com O#1202 – ID#100150145640

IVR systems have been around since the 1970s, but they are much more impressive for businesses now. The earliest voice response systems had limited vocabularies, but once more companies began to invest in the technology, telephone lines and hardware evolved and became more intelligent. Today, the software is much more commonplace, therefore it is cheaper, more specialized, and easier to use than ever before.

What can IVR Systems Do?

As previously mentioned IVR’s can create customized greetings that you can choose to record yourself or if you prefer, you can use pre-recorded IVR messages. IVR’s can also collect useful information from callers. When callers listen to your recorded messages, they can choose their best menu option and their calls will be directed to the most useful department, or your customers can choose to contact an agent directly.

IVR’s can also create automated responses to customers’ most frequently asked questions. That way customers can find out the information they need quickly without having to speak to an agent. Having an IVR system also means that your company can now handle a large number of incoming phone calls at once. If your company has been struggling to stay in touch with your customers, the IVR will make sure that each customer gets their needs met or adds them to a queue if every agent is busy. Usually, these systems will have an option to let the caller leave their information in a voicemail so that an agent can call them back if they do not want to wait in the queue.

A feature like IVR Scheduling allows businesses to change how calls are handled throughout the day without manual updates. Calls can be routed to live agents during operating hours and redirected to voicemail or self-service options after hours—all based on predefined schedules.

MonitorsAnyWhere review

IVR: The Best Option for Business Communication

An IVR is such a simple tool that a smaller business can use the system to make their company seem like a larger corporation. Even if there are very few people working for your company, you can still use the IVR as an impressive way to direct your customers to the right professional for their needs.

The Benefits of an IVR System

There are several benefits that happen for a company when you use an IVR system. IVR increases first contact resolution because customers are directed to the most qualified agent for their questions. It also affects the consistency of the agents working for your company. If your agents specialize in one specific area, they will be more efficient at meeting the needs of their customers’ inquiries. This is because they will be skilled with specific problems and will not need to defer to management or other agents.

IVR systems are also cost-efficient since they can replace a customer service agent or receptionist that would usually be in charge of directing calls. Even smaller businesses can afford an IVR system, which makes them an ideal investment for businesses of all sizes. IVR systems are a very professional option since they give customers a chance to be greeted professionally while having their problems handled quickly, or redirected automatically to the right department.

Measure Website Traffic with Virtual Numbers: 5 Simple Steps

13th December 2019 blog, Business Insights

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

Why You Should Measure Website Traffic

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Step 4: Analyze and Track Incoming Calls

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

Step 5: Measure Website Visitors and Improve

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

Develop Your Website as a Way of Gaining New Customers

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

How To Get a Virtual Business Address

13th December 2019 blog, Business Phone Numbers

Companies with a global customer base need a local presence in the countries or states they are conducting business in. Customers need to know they can reach you easily without much hassle. Freelancers, on the other hand, hesitate to provide their home address as their business address in order to maintain a work-life balance. Additionally, a lot of official documents need a business address. So, what can you do to establish your virtual business as a professional one? This is where a virtual business address comes in handy.

Cost-Effective Business Address Option

A virtual business address is basically an address for a location separate from your business or home address. This location can be anywhere, depending on where you want to run or expand your business. Those who run a home-based company or have branches in other states or countries can make use of a virtual business address to establish a local presence. They are generally more cost-effective than renting an office space.

Who Can Make Use of a Virtual Address?

Companies, large and small, can utilize a virtual business address to expand and maintain relations in different markets globally. Enterprises/ business people that can benefit greatly from a virtual address are:

  • Small businesses
  • Start-ups
  • Solo professionals
  • Solopreneurs
  • Self-employed individuals
  • Freelancers
  • Companies looking to expand to other countries.

How to Get a Virtual Business Address

There are different options for obtaining a virtual address for your business. You can get a private mailbox or invest in a virtual mailroom or virtual office. Here’s an overview of how you can maintain mail through these options:

Private Mailboxes

You can sign up for a private mailbox at your local post office. Your address will have a P.O. Box number on it. Cost is usually less than $10/month for most places. However, the rate depends on the size of the box and the duration of use. It is the most cost-effective but has a few drawbacks. Private mailboxes cannot receive packages from other carriers like UPS or FedEX. You can also get a private box through UPS or Pakmail for a slightly higher price. These boxes do not have a P. O. Box number on the address and can receive packages from other carriers.

Virtual Mailroom

Virtual mailrooms provide addresses in a city of your choosing. A virtual mailroom scans and uploads images of your mail to a secure website. You can then decide to have the mail shredded, forwarded to your personal address, deposit checks, etc. Such mailrooms cost more than private mailboxes but offer more convenient services. Companies such as PostScan Mail and Earth Class Mail provide these services. Subscriptions for such services, depending on the type and volume of mail, start at $9.95/month and go up to $60/month.

Virtual Office

If you are looking for a virtual mailroom but also want access to office or conference rooms then a virtual office is the one for you. With a virtual office subscription, you will have the ability to meet customers, hold meetings, and therefore have a stronger local presence. These offices have live receptionists, voice over internet protocol (VoIP) systems, mail forwarding, and professional settings for meetings. And because of these facilities, they are the most expensive of the three with prices starting at $60/month.

Get A Virtual Phone Number To Go With Your Business Address

Now that you have your virtual business address figured out for your mail, it is time to consider virtual phone numbers for your calls. Customers are more likely to get in touch with you through your phone number than any other means of communication. This makes it highly important to invest in a reliable and resourceful phone service that can cover all your virtual needs. You need a phone number that has multiple lines and call forwarding to ensure no call goes unanswered. You can get a local or toll free number for the state or country you are interested in. Get all this and more with a virtual phone number from Global Call Forwarding. Sign up today and let us help you expand globally.

How To Make Your iPhone Announce Calls

11th December 2019 blog, Business Phone Numbers

Want Siri to tell you when your annoying boss or an old friend is calling instead of searching for your phone as it’s ringing? Let’s face it, sometimes we don’t know where our phone is. Other times, we would like to do everything we can to make our lives easier. Having your iPhone announce calls is one more way to make answering your phone convenient. So, how can you make Siri announce calls for you?

Making Your iPhone Announce Calls

Apple is constantly trying to find easier and more handy (or hands-free) ways to use their devices. And Siri has been an invention for this purpose. One of the useful features that come along with Siri is having your iPhone announce calls. This feature came out in 2016 among more than 100 other new features for iOS 10.

With this feature, you will know who is calling you without having to look at your phone. iPhone uses Siri to announce the calls by saying their name out loud. For example, if John Doe is calling, the phone will first start ringing, then the ringtone volume will reduce and Siri will say “John Doe.” If Siri doesn’t know the name of the caller, she will announce the number. The process of making your iPhone announce calls is very easy. To enable this feature, follow the below steps:

make the iphone announce your calls
Source: DepositPhotos.com – Lic#9135188 ID#27446420

iPhone

Step 1: Open “Settings.”
Step 2: Select “Phone.”
Step 3: Then, tap “Announce Calls.”
Step 4: Finally, choose when you want Siri to answer your calls:
• Always
• Headphones & Car
• Headphones Only
• Never

How Can You Use This Feature?

Now you know how to make your iPhone announce calls. But why should you use this feature? Assuming the caller is in your phone contacts, Siri will announce the name of the person calling you. This is a good reason to keep your contacts up to date so that there are no surprises. Otherwise, Siri may announce the number of the incoming call or tell you that it’s an unknown number.

You can determine in what circumstances you want your iPhone to announce calls. Set it up to always announce calls by selecting “Always.” If set to “Always,” Siri will announce the caller through the phone’s speakers only when the phone is in Ring mode. So, if the phone is set on Silent, calls won’t be announced.

Generally, when you are wearing headphones or using the phone hands-free, you can use this feature by selecting “Headphones Only” to let you know who is calling. This way, you don’t have to fish out or locate your phone to see who is calling. Select “Headphones & Car” if you want to answer phones hands-free when driving and when using headphones. Lastly, you can always disable the feature by selecting “Never.”

Customize Incoming Calls

Other ways to know who is calling you are through caller ID or by assigning ringtones to a caller. To set up caller ID functionality, go to “Settings,” scroll to “Phone,” and select “Show My Caller ID” and turn it on or off.iphone

To assign ringtones, open “Contacts,” select the person you want to assign a custom ringtone for. Then tap “Edit,” scroll to “Ringtone,” and select from a list of available tones. Then, tap “Save.”

Get A Virtual Phone Number for Your iPhone

Global Call Forwarding offers virtual numbers for more than 140 countries. You can get a local or international number for your business at a very reasonable price. Virtual numbers route calls over the internet to any device, in any location. Answer business calls on your iPhone, even when you are traveling for business. Sign up for a number with Global Call Forwarding today or contact us for more information at 1-(877)-898-8646.

Starting a Business in Ohio

10th December 2019 blog, Business Insights

With a boom in start-ups and small businesses, Ohio is becoming a popular choice for new enterprises. Expanding to or starting a business in Ohio is an easy task. All you need is determination and the right documents and tools.

Starting a Businesses in Ohio, “the Heart of It All”

Located in the Midwest, Ohio has 88 counties and 247 cities and an estimated population of 11.72 million in 2019. The state is close to densely populated areas of the country like Detroit, Pittsburg, Indiana, and Pennsylvania. This makes the state a hub for transport, businesses, and trade.

Being the 7th largest economy in the U.S., Ohio is continuously expanding in areas of agriculture, aerospace, healthcare, education, research and development, and more. More recently, however, Ohio has also been paying attention to small businesses with 97.9% of Ohio’s companies being small businesses. Ohio’s local resources are encouraging small business growth in industries ranging from retail to clothing to hospitality to technology. The city of Columbus in Ohio created the first Small Business Concierge to assist small businesses with finances and more.

With the range of opportunities and governmental support available, Ohio is a good place to open a new enterprise. So, what do you need to keep in mind when starting a business in Ohio?

Starting a Business in Ohio
Source: DepositPhotos.com – Lic#:2390363 ID#27446420

Step 1: Decide on a Business Name

The business name is your company’s first interaction with the customer. Therefore, you want it to be easy, memorable, and appropriate. Research to see if the name has already been used or may have any potential conflicts. Conduct a trademark search with the US Patent and Trademark Office (USPTO). Finally, make sure that the name is available with the Ohio Secretary of State’s Business Filing Portal.

Step 2: Create A Business Plan

The next step to starting a business in Ohio is to create a business plan. A detailed business plan will outline:

  • How you plan to proceed with creating this company
  • What factors are necessary to consider for its success
  • Market research and projections to be considered
  • Clear product and services section that explains what you’ll offer and how it meets customer needs.
  • Equipment and software required
  • Expenses and costs (production costs, employee salaries, equipment costs, etc)

Step 3: Choose a Business Structure

Once you have your business plan, you will need to choose a business structure for your company:

  • Doing Business As (DBA): Using a different name than the business name.
  • Corporation: Separate entity that includes shareholders, partners, and directors. More complex than a DBA.
  • Limited Liability Company (LLC): Separate entity but doesn’t need directors or officers and provides easy management and taxation. Most popular business structure.

Step 4: Register the Business

It is important to register your new company with the Ohio Secretary of State by providing information and submitting the necessary forms. Also, you must register with the Ohio Department of Taxation.

Step 5: Apply for an Employer Identification Number (EIN)

Contact the Internal Revenue Service (IRS) to apply for and obtain an EIN number.

 Step 6: Open Company Bank Accounts

Once you receive your EIN, you can open bank accounts needed to run the business.

 Step 7: Obtain Necessary Licenses & Permits

The Ohio Business Gateway Licenses and Permits will provide you with a list of licenses and business permits. Make sure you obtain the appropriate licenses and documentation.

Step 8: Get a Business Phone Number

Once all of this is done, your company will be registered and open for business. This means it is time to start contacting and attracting customers or clients. To do so, you will need a business phone number. Whether you will be physically located in Ohio or plan on running your business remotely, having a local number will increase your chances of customer interactions. Customers prefer local numbers because they charge less to call. Additionally, consider getting a virtual toll free number because calls made to toll free numbers are charged to the receiver instead of the caller. This makes it even easier for customers to contact you. After getting a business number, market it on billboards, websites, paid ads, etc.

How Can Global Call Forwarding Help?

Global Call Forwarding can assist your efforts in starting a business in Ohio by providing you with a virtual or local business number. Since virtual numbers work over the internet, you can receive calls on any device in any location. These numbers come with additional benefits of call forwarding, which lets you forward calls to a number where it will definitely be answered. This ensures that no call goes missed. Sign up for a toll free number today and get your business on the road to success in Ohio!

How To Delete Google Voice Number

9th December 2019 blog, Cloud Telephony

Switching to a new phone service and want to get rid of your Google Voice number? It’s absolutely doable but a little complicated. However, by following a few steps you can disable your Voice number and over time the number will get passed on to someone else. So, how to delete a Google Voice number? Read on!

Why Do Users Want To Switch From Google Voice?

Google Voice was launched by Google in 2009 after acquiring GrandCentral, the original owners of the service. Voice is a telecommunications service that works alongside existing phone services as a secondary phone number. It offers additional benefits of voicemail transcription, call forwarding, call screening, and SMS capabilities. You can use this number over different devices including laptops and computers, as this service works through the internet and a web-based application. You can download the Google Voice app from Playstore for Android phones or Apple store for iPhones. To access Voice on your laptop or computer, simply log in through its website.

While Google Voice provides all these useful services, there are a few limitations causing its steady decline. These drawbacks are:

Inability to make emergency calls: Users cannot make or receive emergency calls through their Google Voice number. For example, if a user dials 911, it will appear as an invalid number.

Limited international texting:

Users can send text messages to phone numbers in the U.S. and Canada only but can receive messages from all over the world.

Call screening affecting call forwarding:

Users can set up Google Voice to forward calls from the Voice number to the desired number. However, when forwarding, if the desired number does not answer within 25 seconds, the call is rerouted to Voice’s voicemail system. This is Voice’s screening service where it provides caller information for users to decide if they want to answer or not. So, if the call is not answered in 25 seconds, it is considered unimportant and directed to a virtual voicemail, allowing little time to answer.

Delete a google voice number

Source: DepositPhotos.com – Lic#149139873 ID#27446420

No phone support for customer service:

Lastly, Voice has no direct phone support for customers who have queries or concerns about the service. Users can, however, find help through the Google Voice Help Center FAQ or Google Groups’ Voice forum.

How To Delete Google Voice Number

It is important to note you cannot delete your Google Voice account but you can delete call logs, voicemail, and text messages. If you are certain you don’t want or need a Google Voice number, you can disable Voice and then delete the Google Voice number. Since Voice has many pieces that make it work, you have to disable the different pieces in order to fully disable Voice. Let’s have a further look at how to delete Google Voice Number.

Steps to Delete Your Voice Number

Step 1: On your computer or laptop, go to Google Voice’s website.
Step 2: At the top, click on the ‘Menu’ icon and select ‘Settings.’
Step 3: You will be able to see your Google Voice Number here. Turn off voicemail by clicking on ‘Voicemail’ on the left and unchecking the box to ‘Get Voicemail via Message.’
Step 4: Uncheck other services you wish to stop.
Step 5: Enable Google Voice ‘Do Not Disturb’ on the left to stop calls ringing on your personal phones.
Step 6: Then, click on ‘Account’ on the left.
Step 7: And under your Voice number, click ‘Delete.’
Step 8: Finally to confirm, click ‘Proceed’ and that is how to delete Google Voice number.

Note that after deleting your Voice number, you will have 90 days to recover it. After 90 days, the number will be assigned to someone else. Your Google account will be accessible on the computer so you can listen to past call recordings and voicemails, unless you delete them.

Steps to Delete Your Text, Call Logs, or Voicemail

Note that once you delete texts, call logs, or voicemails, you won’t have access to them again. Additionally, you can only delete text messages one at a time. To delete texts, calls, and voicemails:

Step 1: Open Voice on your computer.
Step 2: Open the tab for ‘Messages,’ ‘Calls,’ or ‘Voicemail.’
Step 3: Select the items you want to remove by pointing your mouse over it and clicking the checkmark sign.
Step 4: Then, after making your selection, click on ‘Delete.’
Step 5: Confirm by clicking ‘Delete’ again.

Looking For A New Virtual Phone Service

In the market for a new virtual phone number for personal use or for your business? Consider Global Call Forwarding for your phone number needs. We have local and toll free numbers in over 150 countries and aim to keep expanding. Give us a call today at 1-(888)-908-6171 or check out our website to see how we can help you with our cloud communications solutions.

How To Make a Private Call

5th December 2019 blog, Business Phone Numbers

Almost every smartphone can detect who is calling, and more recently landlines have been able to do the same as well. But what if you want to how to make a private call? Is there a way to hide or block your caller ID when making calls? The answer is yes.

“No Caller ID,” “Scam Likely”: What Are Private Calls?

One way to display caller ID is to save contacts of people you know on your device. This usually applies to family and close friends and any other important people or businesses. However, that is not the only way caller IDs work. Most phones will also be able to notify you of the caller’s ID if their business or organization is registered. This way, you almost always know who is calling you. But what of those “No Caller ID,” “Private Number,” or “Scam Likely” calls?

Most phone carriers notify you about potential spam calls by displaying “Scam Likely” when you receive a suspicious call. Android users who have their “Caller ID and Spam Protection” on can see information about callers and business numbers not in their contacts. This is enabled to warn them against potential spam callers. Global Call Forwarding has a feature called “Black and White Lists” which allows you to white list (approve) and black list (block) calls.

However, private calls are made by hiding one’s caller ID. This is when a person or business willingly hides their contact information to ensure a call goes through. In some cases, this may work even if they are on the caller’s no-call list. This is usually the route taken by telemarketers doing illegal business or angry exes or creepy stalkers trying to get in touch with you. It is safe to ignore these calls as anyone important will leave you a voicemail to get their message across. If you think it may be important, it is also possible to call-back a restricted call.

Related: How to Prevent Your Phone Numbers from Being Marked as Spam

How to make a private call
Source: DepositPhotos.com – Lic#:75538505 ID#27446420

How To Make A Private Call: Block Your Caller ID Permanently or Temporarily

There are a few different ways to hide or block your phone number from being displayed on the receiver’s screen. Let’s look at how to make a private call either on your own or through your phone number provider.

You can temporarily deactivate your number to make it appear as a private number by dialing ‘*67’ before the number you are calling. For example, if you wish to block your ID when calling 698-334-5647, dial *676983345647. Calls made this way cannot be called back. However, you must contact your phone service provider to block your ID permanently by requesting a line block. Before you do this, remember that when you block your number permanently, it cannot be reversed. It is important to remember, however, that calls made this way remain traceable by police services.

Hide Your Caller ID Through Your Phone’s Settings

The other way to mask your caller ID is by turning certain phone settings on or off. Most Android phones and iPhones provide caller ID settings. Below is the process of how to make a private call from an Android phone and iPhone. Note, however, that the process varies depending on the phone’s model and software version.

To block your number when calling from an Android phone:

  • Go to the ‘Phone’ app
  • Tap ‘Settings’
  • Then, click on ‘Call’
  • Tap ‘Additional’
  • Select ‘Caller ID’
  • Select ‘Hide number’ or ‘Show number’ to turn the Caller ID on or off

To hide your number when calling from an iPhone:

  • Go to ‘Settings’
  • Tap ‘Phone’
  • Then, click on ‘Show My Caller ID’ and turn it on or off

For Business Reaching International Clientele, Local Numbers May Be A Better Option

Users generally hesitate to answer calls that display “Private Number.” If you are an international business trying to expand your clientele and are choosing to contact them by hiding your foreign number, we may have a solution for you. Global Call Forwarding has local numbers in over 140 countries which are meant for local and international businesses. Purchase a local number for the country or state you want to extend your business to. A local number will make your customers more comfortable with answering a call from your business because it is a number they recognize. Don’t get lost in all the “Private” or “Scam Likely” call your prospective client is receiving. Purchase a business number from Global Call Forwarding today and stand out among the virtual crowds!

Advanced Call Center Technologies for Sales and Support

5th December 2019 blog, Call Center, Sales Management

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

Technologies Used by Call Centers

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

Virtual Offices With Cloud Communications

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

Advanced Call Center Technologies for Sales and Support
Source: Depositphotos.com Lic#166648450 ID#92821256

How to Start Using Cloud Communication

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

Alongside advanced routing and analytics, many modern call centers rely on ranges of consecutive phone numbers to structure teams and workflows. Sequential number blocks make scaling easier without adding complexity.

Call Center Analytics

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

Multichannel Communication Lines

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

Other Innovative Features To Note

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

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

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

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

Staying Up To Date

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

Call Center QA: Effective Quality Assurance Strategies

5th December 2019 blog, Call Center

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

Call Center QA

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

Essential QA Strategies

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

Call Center QA Effective Quality Assurance Strategies
Source: Depositphotos.com Lic#166638900 ID#25727499

Training and Motivating Your Agents

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

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

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

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

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

Utilizing Customer Feedback

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

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

Consider Virtual Phone Numbers For Your Call Center

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