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The blog for Global Call Forwarding has articles on the latest customer service trends, telecommunications technologies, and business news.
Photo of woman using 833 toll free number.
10th May 2017 blog, Business Phone Numbers

Getting an 833 Number – How Much Does it Cost?

medical tourism
14th March 2017 blog, Business Insights

Top 7 Destinations for Medical Tourism in the World

What is a toll free number and how does it work?
1st March 2017 blog, Cloud Telephony

What is a Toll Free Number?

marketing strategy hotels
15th February 2017 blog, Marketing

Things to Add to Your Marketing Strategy for the Hotel and Hospitality Industry

digital marketing
8th February 2017 blog, Marketing

Small Business Marketing Trends

8 customer service tips
1st February 2017 blog, Customer Service

8 Customer Service Tips for Companies in the Travel Industry

habits of Successful Entrepreneurs
30th January 2017 blog, Customer Service

Call Center KPIs: 12 Metrics to Track for Customer Success

call center features
25th January 2017 blog, Call Center

5 Call Center Features You Need for an Inbound Sales Team

Comparison of International Number Providers in South America
14th December 2016 blog, Business Phone Numbers

5 Reasons to Change Your Virtual Number Provider

Getting an 833 Number – How Much Does it Cost?

10th May 2017 blog, Business Phone Numbers

After the FCC announced 833 numbers, the latest prefix addition to US toll-free numbers, Global Call Forwarding received numerous customer requests. We have provided toll-free numbers for many years, and it has become one of our specialties. In this article, we discuss these numbers and answer some of the inquiries we received.

You have probably heard about toll-free numbers. Collect calls have been around since the 1960s, and toll-free numbers are a great marketing tool because they’re free to call. Instead, the toll-free subscriber, or the called party, bears the cost of the call.

Free phone numbers are so effective and in high demand that many 1-800 number combinations are already taken. As a result, the FCC has introduced new toll-free prefixes over the years, like 844, 855, 888, 877, and 866 numbers. Most recently, the FCC announced that new 833 numbers were released on June 3rd, 2017.

Many of our customers want to learn more about the prefix 833 – their capabilities, functionality, and how much they cost. We’re happy to help you with the process and ensure you have the best options for obtaining the U.S. toll-free number you desire.

What Is an 833 Number?

833 numbers are being auctioned because of the high demand for toll-free numbers. 833 toll free numbers are just like 800 numbers, the only difference is the prefix. This means callers must dial 1-833 instead of 1-800.

Like any other toll-free number, 833 numbers are a great marketing tool. They are accessible within the United States and Canada. 833 numbers are free to call from these countries!

We’ve also observed that because 833 is the newest prefix, subscribers of these numbers have the highest likelihood of getting a “fresh” number that other businesses have not used in the past.

Vanity Numbers

Vanity numbers with the 833 prefix are customized toll-free numbers with a specific string of digits you request. Companies typically request vanity numbers with their company name, slogan, or products/services to better communicate their business. For example, a company that sells dog food might request 1-833-DOG-FOOD.

We’ve observed that 833 vanity numbers have been in high demand once the new prefix becomes available. Global Call Forwarding can help you reserve the correct 833 numbers.
Photo of 833 toll free number.

How to Get an 833 Toll-Free Number?

833 toll-free numbers have been available since June 3rd, 2017. Contact a call forwarding service provider to get an 833 number. Providers are taking requests for these numbers, which are provided on a first-come, first-serve basis. Here are some things to keep in mind:

  • The allocation process for 833 numbers is updated from the previous process
  • Each provider is only allocated a maximum of 2,000 numbers up front, regardless of size. (i.e., Sprint, Global Call Forwarding, and Verizon each get a maximum of 2,000 numbers)
  • You can still get an 833 number after the release date, but the availability of specific vanity numbers might be limited

How Much Does an 833 Number Cost?

There are many toll-free service providers in 2026, and the cost of 833 varies among providers. Most providers offer 833 at a monthly rate. The package will typically include the 833 number, the forwarding service (to route calls to your desired destination), and a set number of minutes to use throughout the month. The provider might charge a per-minute rate if you exceed your set number of minutes.

In addition to the cost of the number, it’s essential to look at the service provider’s reputation. Be wary of hidden charges and providers that require you to sign a contract. The service should be offered on a month-to-month basis with no termination fees.

Bottom Line

833’s are the latest toll-free prefix. Call Global Call Forwarding today to reserve your number! We offer free consultations over the phone and a free trial program in 2026. We would love to help your business grow.

Top 7 Destinations for Medical Tourism in the World

14th March 2017 blog, Business Insights

Overview

Tourism has existed for a very long time. However, medical tourism has become increasingly popular in recent times and this is because a lot of people are now looking towards the industry to deal with issues that affect their health.

Medical tourism is the process of traveling from your home country to another country in order to seek medical care. According to a study completed by the Medical Tourism Association, more Americans are traveling abroad in order to seek medical attention elsewhere. Most people travel for medical care because the cost for treatment is less expensive in foreign countries than in their home country. Others embark on medical trips because they want to undergo a process that is illegal in their home country. There are lots of medical procedures that people undergo while traveling abroad. However, the most common treatments are plastic surgery, heart surgery, and even dentistry.

Why Medical Tourism?

There are lots of reasons why people embark on medical tourism. A few of them are discussed below.

  1. It is Cost Efficient: This is probably the number one reason why most people decide to go overseas for medical treatment. By seeking help abroad, this saves on cost for elective procedures. For instance, the price for a particular treatment may be 50% less expensive in another country. Some procedures cost more than $10,000 in the United States, meaning that medical tourists can save $5,000 or more.
  2. Quality Service: It is human nature to assume that if something is cheap then it is likely to be of lower quality, but for a well-planned medical tour, the situation is always different. Most people embark on medical tourism to receive quality services from world renowned medical centers. Most medical tourist centers have been accredited by the JCI; (Joint Commission International) which means the quality standards of medical services delivered will be one of the best any patient can ever receive.
  3. Professional Treatment: Another reason why people go abroad on medical trips is to receive treatment from top professionals. Most of the surgeons who treat international patients have been trained in some of the best medical schools in the world. The hospitals in these countries offer state of-the-art facilities with services to international patients that are equal or greater to the services that are offered in their home country.
  4. Latest Technology: International patients have attested to the fact that they had greater access to treatments using the latest technology in the medical industry. Numerous medical tourism hubs offer tourists across the world the benefits of quality medical facilities at lower costs.
  5. Opportunity to Travel Abroad: Medical tourism allows patients an opportunity to travel abroad and experience life in other countries. Some people may even choose to recuperate in the country where they received the medical treatment.

Top 7 Worldwide Medical Tourism Destinations

More countries across the world are opening up their health systems to medical tourists by providing affordable costs; combining the experience with comfortable accommodations. The following 7 countries are known for providing the best medical care for international patients. Note that these medical tourism destinations have been properly scrutinized and rest assured that the clinics in many of these countries have been awarded JCI accreditation.

  1. India: You are probably wondering why India of all countries should make the list since it is known for ancient medicine. However, if you are looking for one of the best destinations for medical treatment, India should always come to mind. There are many trained and qualified medical professionals who are capable of treating some of the worst ailments in the world today. Indian doctors work very fast to diagnose you and start treatment immediately – which means a shorter waiting time for patients. The costs are also very affordable when compared to other countries.
  2. Singapore: Over the years, Singapore has been able to come up with formidable policies that have resulted in a massive boost to its economy. This has helped it establish its place as one of the most developed countries in the world. Singapore boasts world class medical centers that are operated by some of the best professionals you will find in the medical field. The country has received awards for its state-of-the-art medical service delivery. When considering a country to travel to for medical treatment, Singapore should come to mind.
  3. South Korea: South Korea is also one of the countries of the world that has experienced massive development in recent times. It boasts some of the best medical centers in the world. Hospitals in South Korea have a reputation not only in cosmetic surgery but for treating chronic injuries that people sustain when they get involved in serious accidents.
  4. Costa Rica: Though Costa Rica is more famous for having some of the best tourist attractions in the world, it has also cemented its place as one of the best medical tourism destinations in the world. Cost Rica provides social stability and transparency for its patients and provides them treatment using the latest healthcare technology.
  5. Thailand: Thailand has been able to build its reputation as one of the best medical tourism centers in the world. The quality of service delivery in Thailand is excellent and the health costs are low; which makes it one of the most affordable destinations for medical treatment.
  6. Germany: Germany also ranks in as one of the best countries to visit for medical treatment. They have excellent medical equipment, a wide range of specialized medical professionals, and some of the best medical facilities in the world, which has made it one of the best tourism destinations.
  7. United Arab Emirates: UAE is gradually building its reputation as one of the best providers of high-class health services. They boast of the best medical professionals and expertise that specializes in plastic surgery, abdominal surgery, dental care and many others. This makes them one of the favorite destinations to consider when planning for your next medical trip.

Whichever country you choose in your medical travels, take into consideration that destination is not more important than finding the right treatment for a certain condition. There is no compromise on care just to visit a certain country.

What is a Toll Free Number?

1st March 2017 blog, Cloud Telephony

Toll-free numbers can help bring more customers and clients to your company by providing them with an easy and free way to connect. A toll-free number helps you reach a wider audience, both locally and internationally.

Here is a comprehensive guide to toll-free numbers for business and their benefits.

Toll-Free Number: Definition and How it Works?

A toll-free number is a business phone number that customers can call for free. These numbers have a distinct code as their prefix to distinguish them from other number types.

For example, the US has 888, 877, 866, 855, 844, 833, and 800 numbers, while the UK has 0808 and 0800 freephone numbers. Other countries use different toll-free number prefixes. However, an 800 number is the most common prefix used across the globe.

To use such a number, businesses subscribe to a toll-free forwarding service that can forward incoming calls from anywhere to any device or location. This way, businesses bear inexpensive calling costs while giving customers a free calling option.

History of Toll-Free Services

AT&T introduced automated 800 services in 1966 for intrastate calls and in 1967 for interstate calls through a system called Inward Wide Area Telephone Service (InWATS).

The issuance of US Patent 4191860A on March 4, 1980, to Roy P Weber of Bell Telephone Laboratories, allowed AT&T to replace the InWATS system. The FCC is responsible for regulating the use of such free calling numbers.

At the time, long-distance calls were expensive. However, this new processing method reduced costs significantly. Further, it allowed small businesses to subscribe to 800 services. As advancements in telecommunications continued, toll-free international calls using call forwarding became available to businesses.

What Are Hosted Toll-Free Numbers?

Virtual or hosted toll-free numbers use international call forwarding to route calls via the internet. Through this process, businesses are able to connect with international clientele through international toll-free numbers (ITFN) without paying expensive international calling rates.

The following steps outline the process for connecting virtual 800 calls.

  1. The caller makes the call by dialing the number.
  2. The Public Switched Telephone Network (PSTN) or call forwarding service receives the call.
  3. This call is then routed to a different line or number based on predetermined rules set by you or the account manager.
  4. Finally, the call reaches the designated destination.

Different Types of Toll-Free Numbers

There are a few different types of toll-free numbers. All of these numbers do the same thing: they encourage customers to call for free. However, there are a few differences in terms of how they reach customers:

1. Vanity 800 Numbers

A vanity 800 number uses patterns or letters to create a memorable and easy-to-recognize phone number. Popular examples are 800-GOT-JUNK, 1-800-T-MOBILE, or 1-800-WALGREENS. Vanity numbers with patterns would look like this: 800-222-2223 or 888-465-4655. The point is to use a business number creatively to make a strong impression on viewers.

2. Domestic Toll-Free Numbers

A domestic toll-free number of a country is accessible to callers from within that country. These are often called true “800 numbers” and enable toll-free calling within a country. For example, Australian residents can call an 1800 Australian toll-free number for free from inside the country. Additionally, domestic toll-free numbers do not incur additional fees when called from mobile or payphones.

3. International Toll Free Numbers (ITFNs)

ITFNs or ITFS numbers are toll free numbers for different countries. You can get an international toll-free number for almost any country or market you want to expand operations to. Incoming calls to these numbers can be forwarded to any device or location of your choice through international call forwarding. This is a helpful option for companies with a wide international reach or those that want to take their business global.

For example, say your company is located in the US, but you want to connect with UK or Singapore customers. You can purchase UK or Singapore toll-free numbers from a toll-free number provider like Global Call Forwarding. With these numbers, residents from these countries can call your business for free, even if you are not located in or have field offices in those countries. And incoming calls will ring at your main office in the US.

Related: How Much Does an International Toll-Free Number Cost? [2026]

4. Universal International Freephone Numbers

Many business owners want to know if they can purchase toll-free numbers that are free to call from anywhere in the world. Unfortunately, global toll-free numbers, in this sense, do not exist.

However, companies have the option of using a universal international freephone number (UIFN). This is a single toll-free number for multiple countries (up to 60) that participate in the UIFN program, organized by the International Telecommunication Union (ITU).

There are a few restrictions and complications involved in getting a UIFN; speak with our representatives to learn more.

Benefits of Toll-Free Numbers

So, why does your business need 800 numbers?

Communication and marketing studies have consistently shown that ITFS numbers are beneficial to businesses by enabling them to maintain connections with customers from across the world. An 800 number gives a business the opportunity to create a virtual or local presence in various cities, states, and countries.

Customers have one easy-to-dial and free number to call, and the calls reach the appropriate destinations quickly via call forwarding. This encourages interested prospects and long-term customers to maintain contact with a business. Such communication is necessary for continued sales growth.

Additionally, virtual toll-free numbers come packed with useful communication tools such as:

  • Call forwarding options like simultaneous or sequential ringing, select country forwarding, time-based forwarding, etc.
  • Inbound and outbound call recording
  • IVR systems and extensions
  • Outbound calling with a dynamic caller ID

Do Toll-Free Numbers Work Internationally?

Businesses that wish to expand globally or provide customer support to their international clientele can use 800 numbers and ITFNs that work internationally. With these 800 numbers, your customers in target countries will be able to call your business without any charge to them. Instead, your company pays for the cost of the call.

In other words, a business can get a toll-free number for a different country (say, the US) and route incoming calls to their main office in another country (say, France).  Callers from within the US can call this ITFN for free, and they won’t know that they are being routed to a representative in France.

If you were to use a France-based phone number to contact US customers, they might be reluctant to answer your call or call you back, fearing long-distance rates. They would also have to deal with complicated long-distance calling codes. Market research shows that these two factors will reduce your customer communications, decrease your leads, and cut your revenue.

This is where ITFNs provide useful and cost-efficient. In this case, you can avoid the problem by purchasing a US toll-free number from a provider like Global Call Forwarding. Your US customers can call you for free, and all calls will be easily redirected to your satellite office, customer service center in the US, or your main office in France.

This is a great way to expand your business throughout the world because it provides an inexpensive and efficient way to increase your communication and marketing. Plus, you make it much easier for clients to contact you and they will appreciate it.

How a Toll-Free Service Can Improve your Metrics

The important thing to remember when you buy international toll-free numbers is to make each one serve its own purpose. In this way, you can track the effectiveness of your marketing campaigns. For example, let’s say you are advertising your product or service in several places simultaneously. These are:

  • Your website
  • Television
  • Newspaper
  • Email newsletter
  • Social media
  • Offline marketing platforms

You could use a different toll-free number for each of these mediums. That way, you would be able to track each lead to its original source. Armed with this information, you can adjust your marketing strategies to be more effective where necessary. You will also need to find out any restrictions before you purchase a new number, such as whether the phone number will work with mobile phones or not.

Choosing a Toll-Free Number for Your Company

Effective business and sales communication lead to increased customer satisfaction, which results in more sales. While social media, email, and live chat are important elements of a business’ identity, many clients and customers still prefer direct telephone contact. Based on your business and your goals, it is imperative to choose the right business toll-free number. To learn more or get your own 800 phone number, call us at 1 (888) 908 6171 today!

Things to Add to Your Marketing Strategy for the Hotel and Hospitality Industry

15th February 2017 blog, Marketing

Hotel and Hospitality Overview

There has been record-breaking growth in the travel and hospitality industry in recent years. In 2015, business travel grossed $1.2 trillion, five percent more than in 2014. In the US, the growth rate of leisure bookings was significantly better than that of the Gross Domestic Product (GDP). This was due to renewed consumer confidence and a shift in household spending from goods to services. Deloitte projects travel and hotel industry growth to continue through 2017.

Factors that are helping to reshape the travel landscape include global economic shifts, innovation, geopolitical turmoil, pandemics, and rising consumer demands. In 2016, major hotel groups, including Marriott, Hilton and InterContinental, reported steady earnings. However, online purveyors, such as Airbnb, will present significant challenges to sectors of the industry sustaining growth in 2017.

Cyber attacks and data breaches are expected to increase. Food safety incidents in hotel restaurants, will also be more common due to the demand for locally sourced, organic foods. Hotel personnel should expect consumers to have increased expectations in the coming year. Non-travel brands like Amazon, Starbucks and Seamless feature innovation and speedy services to consumers, and they will be expecting the same from their travel hosts.

Hotels need to harness the power of mobile for their guests to remove pain points and improve their travel experience. Streamlining business processes will help in that regard and result in reduced operating costs. In addition, hotels should shift to enabling technologies to benefit from the Internet of Things (IoT), which is the internetworking of connected and mobile devices, smart devices, sensors, electronics, computers, machines, etc.

Stay Connected to Your Markets

Stay connected to your markets using virtual phone numbers. Virtual phone numbers are local phone numbers and toll free numbers. Your customers call these numbers, and international call forwarding services connect those calls to your virtual call center or virtual phone number.

Global Call Forwarding provides its core service to various luxury hotel brands. One particular subscriber has two toll free numbers in North America and six local phone numbers servicing the following areas around the world.

  • Caribbean, Mexico, and Central and South America
  • Europe, Middle East and Africa
  • Asia Pacific
  • China
  • India
  • Japan

When club members call local phone numbers or toll free numbers, they feel they are dealing locally. However, they may be connecting to virtual call centers or virtual phone systems halfway around the globe, through the “magic” of international call forwarding.

Global Hotel Rankings by Rooms

In 2016, Marriott acquired Starwood Hotels giving Marriott the largest number of rooms in the world. The following table shows the top 10 hotel groups worldwide at the end of 2016 and their respective number of rooms.

Hotel Group Number of Rooms
Marriott + Starwood 1,108,852
Hilton Worldwide 751,350
IHG 744,368
Wyndham Hotel Group 678,042
Jin Jiang + Plateno + Vienna Hotel Group 572,340
Accor Hotels + & FRHI 554,517
Choice 507,483
Home Inns 321,802
Best Western 311,870
Huazhu 278,843

Tourism Outlook for Philippines, Indonesia, Thailand and the United States

Here are the latest projections for these hot tourism areas.

Philippines

Business Mirror projects an upward trend of the hospitality industry in the Philippines until 2018. A vibrant influx of foreign investment is partially fueling this trend. According to the Department of Tourism, foreign tourist arrivals have been rising since 2015. Much of the increase is due to Korean and American travelers.

Business and domestic market travel are also increasing. The business portion is due to meetings, conventions and exhibitions. The gaming industry is also generating growth. For example, Entertainment City in Parañaque City by the Philippine Amusement and Gaming Corporation is helping to make the Philippines a top tourist destination in the world.

Foreign hotel brands are moving into the country to capitalize on this business increase. The aggregate supply of rooms may reach 18,000 in 2017 and 20,000 by 2018.

Indonesia

Indonesia has 12 major hotel markets: Bali, Bandung, Bintan, Bogor, Jakarta, Lombok, Makassar, Medan, Palembang, Semarang, Surabaya, and Yogyakarta. Market performance varies from market to market. However, from 2015 to 2016, Revenue Per Available Room (RevPAR) had been declining because room supply was outpacing demand.

However, HVS Indonesia Hotel Watch 2016 predicts that demand will surpass incoming room supply in the leisure and upscale market segments. For Jakarta and Bali market segments, the Compound Annual Growth Rate (CAGR) in RevPAR was 5.1% and 5.8%, respectively. Secondary markets (Bogor, Makassar and Surabaya) will suffer a RevPAR performance dip due to the addition of branded midscale and budget rooms. Bandung, Lombok and Palembang will become hot markets due to their short-term demand outlook. Considering all Indonesian markets, room supply in 2015 was 71,970 rooms. In 2018, there will be 93,930 available rooms. That is a 14.2% increase in CAGR.

Thailand

According to the US News and World Report, Thailand ranks high in the following categories: Business Opportunities, Heritage, Best Country for Investment, Adventure, and Rising Economy. Thailand is Southeast Asia’s second-largest economy because of tourist spending mainly from China. The six major airports in Thailand are handling a record number of travelers. Furthermore, for newcomers to Bangkok, Ritz Carlton Residence Bangkok, Waldorf Astoria, and Novotel Bangkok Sukhumvit 20 will be adding 5,500 additional rooms to the city.

United States

STR Hospitality Net sees slower growth for the US hotel industry through 2017. Projections suggest a drop in occupancy but increases in demand, supply, RevPAR, and Average Daily Rate (ADR) for rooms.

Have you had good experiences traveling to these countries? Any travel plans for 2017? We would love to hear your thoughts.

Small Business Marketing Trends

8th February 2017 blog, Marketing

The year 2017 promises to be an exciting year for small businesses, and small business owners will need to prepare for changing marketing trends. This article discusses some marketing strategies that companies will use this year. Some of these may be perfect for your business.

Mobile Friendly Websites

In recent years, more people search and use websites on mobile devices than on desktops. Therefore, your websites should be mobile-centric, i.e. optimized for mobile use. Better yet, get a mobile app for your business. There are many available DIY app builders. Take a look at this list of the Best App Makers of 2017.With them, you can build an inexpensive mobile app. A Gallup poll reported that 75% of Americans check their mobiles hourly and use apps 90% of the time.

Consumers are becoming comfortable making mobile payments using mobile pay services. You may want to advertise and offer this service.

New marketing channels that are available to small businesses are mobile-only, downloaded apps such as Periscope, Instagram or Snapchat. These apps are not available on desktops, but they are very popular and have a wide audience.

Email Marketing

Email marketing is not a new trend. However, it continues to be one of the most effective techniques for getting and retaining customers. In a March 2016 survey of US SMB Retail Professionals, over 80% of respondents rated email over other marketing methods for acquisition and retention of customers. Furthermore, a 2014 Email Marketing Industry Census found that 68% of respondent companies rated email marketing over SEO (organic search), content marketing, paid search, offline direct marketing, social media, affiliate marketing, mobile marketing, and online display advertising.

Video Content

Consumers prefer to watch videos than to read text. Videos increase the reach and duration of marketing content, drive leads and sales and, as a result, contribute to the bottom line. In fact, predictions are that global mobile video traffic will increase exponentially from 3.6 million terabytes per month in 2016 to 23 million terabytes per month in 2019. Small business owners should consider increasing the video content on their web pages as well as adding videos to their social media.

Improvement of Blogs

SEO practices affect blog writing. However, if a blog is not useful or informative, readers are likely to leave the website. Therefore, this year is a good time to improve the content of your blogs. Use industry experts or professionals for writing and make sure the content is topical and on point. Your business will benefit from the changes.

International Call Forwarding Service

Global Call Forwarding (GCF) provides an international call forwarding service used by many successful global businesses, both big and small. We provide toll free numbers and local phone numbers to clients in over 150 countries and thousands of cities. We have an advanced network structure and provide customers with 24/7 technical support.

Using either local phone numbers or toll free numbers, your business will have a virtual office in your global marketplaces. The local phone numbers and toll free numbers portray a local presence to your customers. GCF forwards calls made to those numbers to specified destinations. It is a toll free call.

In addition to the many standard features that one expects, such as voice mail, customized greetings, and rollover minutes, GCF’s international call forwarding service provides service features that help small businesses manage call flows. These specialized features are Advanced Call Forwarding, Interactive Voice Response (IVR), and Auto-Attendant.

Advanced Call Forwarding

Incoming calls can be directed to standard landlines, mobile phones, or computers using Voice over Internet Protocol (VoIP). The destination can be anywhere in the world. Subscribers to the international call forwarding service can customize receiving phones based on time of day, day of the week, holiday schedules, etc. The combinations are unlimited. Calls from non-English speakers (such as Thai, Tagalog, Cantonese or Mandarin) can be routed to agents that speak those languages. Advanced call forwarding is a very useful tool for small businesses.

Interactive Voice Response (IVR)

The IVR is a computerized system that greets incoming callers and transfers their calls to the proper department or extension. You can program the IVR to meet your specific business needs. Customization includes greetings, announcements, prompts, extensions, and email destinations. A free PBX service is part of the IVR. This is what allows customers to establish a private telephone network, which connects incoming calls to the appropriate extension.

Auto-Attendant

The auto-attendant answers incoming calls and gives a pre-recorded message. Users can program it based on their needs. Often, an auto-attendant gives the following options:

  • If you know the extension, dial it.
  • A list of departments and a number to dial to reach that department
  • Dial “0” for operator.
  • An option to repeat the above menu

Global Expansion

Through the use international call forwarding services and by subscribing to local phone numbers or toll free numbers, even a small business can maintain a global posture. Consider the possibilities of being able to tap into markets in Singapore, Hong Kong, or Thailand. If you own a business in those countries, provide local phone numbers or toll free number to your customers or prospects in North America, South America or Europe and then reap the benefits.

Perhaps 2017 will continue to be a year of growth for small businesses around the world. The Dow has already eclipsed 20,000 for the first time in history. Why not try some of the above marketing trends and supercharge your business.

8 Customer Service Tips for Companies in the Travel Industry

1st February 2017 blog, Customer Service

Great customer service tips can be the difference between retaining clients and losing them. It means understanding clients’ needs and fulfilling them in a timely manner, even when you are in different time zones and countries apart.

Travel agencies, tourism businesses, airline and railway companies, and especially hotel chains need a customer service routine. Excellent customer service, especially on an international level, is imperative to your success. Global Call Forwarding personally engages with firms in the tourism and travel industry. This means more than just providing toll free numbers for your company. We want to help you provide personalized and intuitive service to your clients with ease.

We reach into countries as far as the United Arab Emirates (UAE), Thailand, Singapore, Indonesia, and the Philippines. Whether you are based in the United States and want local phone numbers in these areas, or you are an independent travel agent who needs a way to filter phone calls while they are on the road, Global Call Forwarding can assist you in creating memorable customer service.

It is time to foster loyalty and stand out from your competitors through engaging with clients in a convenient manner. For this reason we have provided 8 customer service tips for the tourism industry:

1. Communication. Always.

This seems like a given, but you would be surprised how many companies forget this simple concept. Inconveniences will happen and delays are inevitable. However, it just makes sense to tell your clients what is happening with their travel plans. Do not leave them in the dark during a delay. Tell them in person, on the phone, through speakers, with an email, over social media – whichever medium makes the most sense so that you are always communicating with them.

2. Don’t Allow For Unnecessary Disruptions or Waiting Time

Scheduling and reservation issues, lost baggage, gate changes, and ticket purchases can already make a customer feel on edge. Imagine these types of conversations in an unknown or unfamiliar country, such as Thailand or Singapore, and how time zone differences can make matters even more complex.

When an individual calls your customer service representatives, try as much as possible not to place them on hold. Instead, international call forwarding and the integration of local phone numbers into your systems gives you the ability to lessen their wait time so they can get back on the road.

3. Keep Your Internal Teams Informed and Organized

Consider that you run an airline based in the United States that books clients with flights into the United Arab Emirates (UAE). Your customer service agents and hospitality connections are based in Indonesia, Philippines, and Thailand. With all of these countries working together inside of one company, internal communications can easily go off the rails. You do not want to accidentally give conflicting information about a client’s travel itineraries.

Internal teams must stay up to date on the latest travel news and notices. Bosses and managers must stay connected as well, even in the busiest airports. Make sure that everyone is able to stay connected with each other.

4. Set up Different Lines for Different Needs

How does your current customer service team navigate hospitality services, purchasing airline tickets, making reservations, confirming itineraries, and contacting tour and cruise packages with new destinations? These are just a few but common essentials tourism faces on an hourly basis. However, if one client calls in asking about their travel reservations and is met with a confusing phone system, they are less likely to return to you for their future needs.

Instead, international call forwarding and other helpful phone features allows you to direct people to different lines. If possible, set up different lines for sales, lead generation, telemarketing, welcoming phone calls, inquiries and billing issues, as well as customer service. This is better for customer retention and loyalty.

5. Make Certain Calls a Priority

Every company receives spam numbers, including companies based in the UAE, Singapore, Thailand, Indonesia, and the Philippines. However, you should not let this get in the way of excellent customer service. Utilizing black and white lists means that you can filter out unwelcome calls and give preference to callers who are considered top priority. This is especially useful in the hospitality industry, where it is imperative to reach the right people at the right time.

6. It’s Okay to be Automated

Many will suggest that automated systems are impersonal, and depending on how you use this type of system, they can be. However, having a reliable automated system can also be a functional customer service tool for your company.

Imagine calling a company over and over only to have a call dropped, or only to find that you keep dialing in the wrong line. Having an international call forwarding system done the right way will prevent this issue in the future. An automated system may even help them address the right information much faster than with a person.

When you address their needs right away, your team can move on with their day – and so can your caller. This simplifies the transition between calls as well.

7. Stay Friendly

Unfortunately, hospitality representatives can bring out the worst in people. Frustrated clients usually result in tension on both sides. However, even if a client has a terrible travel experience, they should remember your excellent customer service. So, be sure to alleviate the key frustrations of your clients and stay friendly with them.

8. Be Local

Finally, customers appreciate seeing companies as local. Customers are more likely to call your company if they do not have to pay a fee to do so. This immediately makes you more accessible than your competitors. So, using local phone numbers and tll free numbers based in their city is a great way for them to feel like they are staying with a business that cares.

Travel, Tourism, and Hospitality

Get ready for takeoff! Whether you are an individual agent who needs help filtering incoming calls or you are an executive at an internationally recognized airline, Global Call Forwarding makes the running of your business much smoother.

Global Call Forwarding can be extremely beneficial to the customer service of your company, whether you have roots in Singapore, Thailand, the Philippines, Indonesia, or the UAE.

Call Center KPIs: 12 Metrics to Track for Customer Success

30th January 2017 blog, Customer Service

Which call center KPIs are necessary to help you understand how your business is performing and how satisfied your customers are? The following is a list of 12 important call center metrics to consider.

Call Center Standard KPIs: Important Metrics to Track

Call center KPIs or key performance indicators are metrics to help you measure how well your business is doing and what areas need improvement. KPIs are business-specific. Therefore, it is important to select them wisely by considering the strategic interests of your business. There are four basic areas to consider:

  • Affordability and sustainability of the call center
  • Maximizing your customers’ experience
  • Improved business outcomes
  • Efficient use of your human resources

The following is a list of call center KPIs to consider for your contact center. Identify the right KPIs for your business and strive towards a better success rate.

1. Average Time in the Queue

This call center KPI represents the total time callers wait to speak to an agent divided by the total number of calls. Reducing wait times should be every business’ top priority. Customer frustration increases with increasing queue time. Additionally, this gives the impression that your business has poor customer service. And unhappy customers won’t hesitate to find a business that can cater to them faster.

2. Service Level or Response Time

Service level is the percentage of calls answered within a specified period. More specifically, it is the number of calls attended to within a specified number of seconds. Call center managers often set a service level goal such as 90/30 (i.e., 90% of the calls are answered within 30 seconds). Some consider service level one of the most important call center KPIs since it is closely related to customer service.

3. Percentage of Calls Blocked

As the name suggests, this is the percentage of incoming calls that are blocked. Or in other words, calls not connected to an agent. Either the agents were busy or the call center software could not handle the call volume. Blocked calls lead to customer dissatisfaction and possible loss of future business.

4. Average Speed of Answer

This metric measures the amount of time taken to answer a call during a certain time frame. This includes the sum of time in the queue and time spent waiting for the agent to answer their call. It does not, however, consider the time the caller spends interacting with the business’ IVR. This metric helps measure the efficiency and accessibility of the call center team.

5. Average Handle Time

This is one of the most commonly measured call center KPIs. The average handle time is calculated by adding the agents’ talk and hold time to their post-call work time and then dividing this sum by the number of calls handled by the agent. Managers trying to reduce the average handle time must be careful in their approach as customer satisfaction could be affected. There are several steps to improve the average handle time:

  • Thorough training and coaching of agents
  • Continuous monitoring of agents’ performance
  • Recording of calls
  • Streamlining agent workflow and processes
  • Optimizing call routing
  • Using a detailed and useful knowledge base
  • Utilizing an internal communication system
  • Ensuring customer information is current

6. First Call Resolution

First call resolution occurs when a customer’s query is satisfied during their initial call, and follow-up is not necessary. Research suggests that this metric has a greater positive impact on customer satisfaction than any other KPI.

7. Average Abandonment Rate

The call abandonment rate is a measure of the number of times customers hang-up or abandon calls before reaching an agent. Long wait times, confusing IVR systems, jarring hold music, etc., can lead to a high call abandonment rate. Customers gravitate to companies that are easy to reach in a timely fashion.

8. Average After Call Work Time

After a call is completed, agents complete tasks such as sending out confirmation emails, updating databases and CRMs, and contacting call center teammates. This time spent after a call is referred to as average after call work time. Oftentimes, this can take up a lot of an agent’s time and managers are constantly trying to find ways to reduce this time. Easy-to-use and efficient CRMs where all these activities can be completed through one platform can help reduce the time spent on completing these activities.

9. Customer Satisfaction

Customer satisfaction rates or a CSAT score is one of the most important call center KPIs. These scores are important to measure as they can give you insight into how customers are interacting with or enjoying your service. Good customer satisfaction rates mean that your employees are doing a good job, leaving customers happy and satisfied. Companies can measure customer satisfaction or CSAT scores through customer surveys (email, phone, in-app).

10. Occupancy Rate

Occupancy rate measures the total time agents are on calls or completing other work-related tasks divided by the total work time. In other words, this metric measures how long an agent is occupied with work. Optimizing occupancy rates is one of the top goals of any call center manager. However, this can lead to heavy workloads and overburdened employees.

11. Agent Absenteeism

Agent absenteeism is, as the name suggests, the percent of days an agent is absent from work over the total number of contracted days. This KPI can provide insights when budgeting or planning ways to optimize agent work. Human resource personnel routinely track the days lost from work for all call center employees. Effective call center operations minimize absenteeism.

12. Agent Turnover Rate

This is another important call center KPI to pay attention to. The agent turnover rate is the percentage of agents that quit their employment. This can be due to a range of factors: monotonous work, no rewards or incentives, excessive workload, and so on. Keeping employees and agents happy can lead to better CSAT scores and improve sales or profits.

Which of These Call Center KPIs Does Your Business Need?

Global call center metrics can help you determine how satisfied your customers and employees are as well as how efficient your business is. Now based on your business and its requirements, identify which of these call center KPIs do you need to track. Once you make a list of necessary KPIs to measure, start tracking through helpful software, and watch your business improve!

5 Call Center Features You Need for an Inbound Sales Team

25th January 2017 blog, Call Center

Inbound call center agents handle incoming calls for your company, usually in large volumes. Traditionally, call centers take on product orders or provide customer service during hours when your office is not available.

Call centers will typically use international toll-free numbers when the call center is located outside the country. They are especially beneficial in areas where labor is less expensive. For example, you may have a few call centers setup in the Philippines or India. Depending on your industry, you may even have call centers specified just for bringing in new sales opportunities.

International call forwarding services are imperative to sales teams. Whether you are the owner of a call center in the Philippines or India, a toll free call forwarding service provider can get your enterprise set up with a call center phone system so you can increase sales at your company. We highlighted 5 key features that can increase the effectiveness of your inbound call center.

Your Inbound Sales Team

Inbound sales, by definition, is the budding relationship between a potential client that reaches out to your company and a salesperson from your organization. Because the digital realm has transformed the way companies interact with consumers and make sales, enterprises have now included digital phone numbers, or virtual phone numbers, to streamline the process.

Many inbound sales teams even use a range of consecutive virtual phone numbers to assign dedicated lines to campaigns, teams, or shifts. This structured approach improves call distribution, reporting accuracy, and caller experience.

When these features are integrated into your processes, your inbound call center can be more effective than ever. Global Call Forwarding is able to help you attract the revenue you want with new and more modern techniques than ever before.

Below you can read about 5 of the top call center phone system features that can improve the performance of your inbound sales team.

1. Call Recording

Call recording is a feature that allows you to record any inbound calls automatically. Simply select the number you want to record and enable or disable the feature as needed. With this in place, you can monitor your international call center’s conversations and understand how to improve the sales process. As a manager or business owner, you may find that after listening in on a few calls, you will have just the right knowledge to help out your employees. You can also use these recordings to train new sales staff.

When you keep and store these calls from your personalized Control Panel, you can also recover lost information from previous calls in case that you need to remember important details about your prospects. Let’s say, for example, a prospective client has spoken to a salesman in your India call center. However, when the same client calls back a week later, your salesman is either out of town, on vacation, or no longer working for your company. To find out information about this specific client, you can access your Control Panel and pull important information from their previous conversations. Now you will be able to hand off the inbound client to another member of your call center in India without worry. This can be a useful add-on to your current plan with Global Call Forwarding.

2. Call Transfer

This feature is just like having an auto-attendant or virtual assistant! Call transfer allows you to make a transition immediately or place a person on hold while you brief the individual on the other line. This can be done even if all three parties are in different countries or area codes.

How does this help your inbound sales? If a potential client contacts your call center in the Philippines and has reached your virtual assistant, your assistant can place that person on hold while they brief the salesman. This allows your salesman the opportunity to quickly research the client’s needs or requirements. This is especially useful if a salesman would like to offer unique products or services that are even better than the competition.

3. Simultaneous Ringing

There are many reasons to have simultaneous ringing in a call center. With this feature, you can forward calls from your line to two or more numbers through your inbound call center. Even though they will ring at the same time, the call will only be connected to the first salesman to answer it.

This is useful if you have a sales team that is not always in the office or at their desk. Perhaps they frequently travel and meet with different business partners. With simultaneous ringing, they could get calls transferred to their personal cell phones if this is a more convenient option for them. This ensures your team does not miss out on important communication while they are away.

4. Interactive Voice Response (IVR)

Interactive Voice Response (IVR) gives your callers a computer greeting and directs them to the appropriate line for their needs. All of this is automated for their convenience as well as yours. All they have to do is navigate through the menu system through their voice and keypad. Best of all, this system is customized to your needs. Within your IVR, you can include company announcements and new deals. This even gives you another opportunity to sell!

IVR also saves your employees time and effort if there are individuals who tend to call your company for a simple, specific reason. For example, if a customer contacts your India call center because they only need to receive their account information, your Interactive Voice Response can do it for them!

5. Black and white lists

Filtering calls is now easier than ever. Reject numbers coming in from specific area codes to maximize your efficiency. No more unwanted or unsolicited calls!

If your call center in the Philippines is getting hounded by spam, for example, you can integrate black and white lists with toll-free forwarding services. Your “Black List” blocks unwanted callers while a “White List” places preferences on those you want to hear from.

Improve Your Inbound Sales Team

These are just a few of the call center technologies that can improve the performance of an inbound call center sales team. It is incredibly important, now more than ever, that your sales teams remain consistent in the way you provide service.

5 Reasons to Change Your Virtual Number Provider

14th December 2016 blog, Business Phone Numbers

2017 is right around the corner, and for an entrepreneur, the start of a new year can be a great time to take a step back and evaluate your business. Not only do we encourage business owners to review their financials, they should determine what their necessary business expenses are.

Each business has different expenses that are vital to their operations. For example, most firms need to rent an office, pay their employees, and pay for the products and services they sell. Technological advances have also changed the way many organizations operate, making services like internet and phone a requirement.

Virtual Phone Numbers Can Help Your Business Succeed

Virtual phone numbers are practically required for most small, medium and large enterprises to succeed. A virtual phone number is a local or toll free number that is not directly associated with a telephone line. Local and toll free numbers make a business more accessible to call, which will translate to more inbound sales calls and greater customer satisfaction. It is a worthy, almost necessary expense, in today’s business environment.

Although setting up a call forwarding service might be a requirement, businesses have a lot of options when it comes to choosing the best international call forwarding service provider.  Many providers offer new users a free trial of their call forwarding service. However, you might already have a virtual number provider.

For those with an existing service provider, we created a list of 5 reasons you might want to change your virtual number provider:

1. Poor call quality

There is no excuse for poor call quality today. When virtual phone numbers were first created, call quality was inconsistent in certain regions. However, technological innovations have enabled providers to offer crystal clear phone calls in any part of the world. The best call forwarding service providers will use Tier1 networks to deliver excellent call quality. We recommend changing providers if you have trouble hearing what callers are saying.
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2.  Not enough features

A call forwarding service without features is like computer without software. Depending on the needs of your business, a good call forwarding service provider will have useful features. For example, a virtual number for the purpose of a call center phone system will benefit from features like simultaneous ring and call recording. On the other hand, solo entrepreneurs or small business owners can benefit from Integrated Voice Response, voicemail, time-of-day routing, etc.

3. Exorbitant rates

Advances in technology have reduced international calling rates a great deal over the past 2 decades. Has your service provider passed these savings along to you? Or does paying your monthly bill cause you a lot of financial stress? Virtual phone numbers are relatively inexpensive and they typically offer a pretty good return on investment, but you need to be forwarding phone calls with the right service provider.

4. Unfair contracts

A good call forwarding service provider will not require you to sign any contracts. As a business owner, you should be able to add or remove virtual numbers as you please. Some providers force users to sign long term contracts that will lock the user into a rate or require termination fees. Look for a provider that doesn’t charge setup fees, nor require you to sign a contract.

5. Too much required equipment

Virtual phone numbers are just that – virtual; the call forwarding service, along with the advanced features, can be configured and customized from the cloud. The only thing you should need is an internet connection and phone service.

Virtual Numbers – Is it Time to Switch Providers?

Are you satisfied with your call forwarding service? If not, now could be an opportune time to switch your virtual number provider. The beginning of a New Year is a great time to make a change to ensure that your business will hit the ground running in 2017.

Do you use virtual phone numbers for your business? What qualities do you look for in a call forwarding service provider? We’d love to hear your thoughts!