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Category: Learn

How to Display International Contact Phone Numbers on Your Website? (with Examples)

21st November 2022 blog
Best practices for displaying multiple phone numbers on website.

It seems pretty straightforward, right? Display your phone number on your website, so customers know how to call your business for support or sales. But, what if you have multiple …Read More »

Which International Phone Number Type is Right for My Business?

11th November 2022 blog
Choosing the right type of international phone number for your business.

More than 76% of consumers prefer phone calls for support interactions. This means your business needs a way to offer reliable and convenient voice communication to customers worldwide. In other …Read More »

Top 8 Tips to Creating a Multilingual IVR

8th November 2022 blog, Call Management
8 tips for creating a multilingual IVR.

As a global business pushing into new markets, languages, and geographies, you should do everything possible to “localize” yourself. In other words, you want to make your global business appear …Read More »

What is Redundant Routing?

4th November 2022 blog
What is redundant routing?

Businesses that experience any type of downtime face the risk of financial penalties, reputational damage, loss of customers, and more. And with 1 in 5 organizations reporting that they experienced …Read More »

What are Outbound Dialers? (Definition, Types, and Benefits)

24th October 2022 blog, Cloud Telephony
A complete guide to the different types of outbound dialers.

Looking for a way to streamline your team’s outreach efforts? Then, an outbound dialer may be the solution for you, as it helps your employees place calls faster. This technology …Read More »

Global Call Forwarding Launches New Call Reporting Feature

18th October 2022 Press
reports

Global Call Forwarding launches a new Custom Reports feature that enables users to instantly filter detailed information about calls made to their virtual phone numbers. DELRAY BEACH, FL, October 2022 Custom …Read More »

Fake It Till You Make It – How To Make Your Business Look Bigger

16th May 2018 Learn, Tips

Growing a small business is no easy task, especially when most consumers trust names that have been around for a while. Luckily there are easy ways to make any business seem like a large corporation that has been around for years. If you’re looking to grow your small business right away but are unsure of how to do that, check out our 8 ways to Fake It Till You Make It.

Get a P.O. Box

If you’re working from home or a shared space, it is a good idea to use a P.O. Box for your business. It can be dangerous to give out your home address, so this separates your business life from your personal life. You will know that packages will always be safe when using a P.O. Box. There are other options than the USPS, too. UPS offers a street address, that way you can receive mail from anywhere – not just from the USPS.

Amp Up Your Website

Your website should look professional and always be up to date. If you want your business to be taken seriously then a quality website should be at the top of your to-do list. Luckily there are several platforms out there like WordPress, Squarespace and GoDaddy that can offer you your own domain name, hosting, and a premade theme for your site for just a few hundred dollars. If you’re on a budget, which you probably are if you are a small business, then using one of these sites is a great way to have an excellent website to showcase your products and stay in the green.

Get a Toll-Free Number With Extensions

Consider setting up a toll-free number that your consumers can easily reach you at. With a toll-free number from providers like Global Call Forwarding, you can add unlimited extensions. For example, “Press 1 for sales” and so on. The more extensions that you have set up, the bigger your business looks. Even if there is only one person working in each of these departments, and that person is you, it still gives off the perception that the consumer is dealing with a large business.

Add LLC To Your Business Name

This will take a bit of an investment on your part, but in the end will be worth it. With an LLC you can keep your business separated from your personal life. If your business goes into debt it won’t affect your personal assets. An LLC turns your small business into a corporation and it requires a separate tax return from your personal taxes. Plus, it is a lot easier to register as an LLC than an S-Corporation or C-Corporation.

Buy Virtual Phone Numbers in Multiple Locations

Consumers are more likely to trust local businesses. If a potential customer finds that they will be able to reach your business from their local area code, they will be more likely to want to do business with you. If you do not have the means to expand your business to other states or countries you can always claim a virtual presence by using VoIP. This is especially helpful if you already have several customers in a different country or state. Businesses make their money from loyal customers and if you are easily able to stay in contact with them by providing them with a no-fee telephone number they are more likely to stay loyal.

Focus On Social Media

Growing your social media presence is a great way to find new customers and market for free. Small businesses should stay focused on social media since it is a great way to stay in contact with consumers, too. Figure out which social media site will be the best for your particular business and invest time into your page. Restaurants benefit from using Instagram because they can show off pictures of their beautiful food or their lively scene to about 2.3 billion active users. Many businesses also benefit from paying influencers to advertise their products to their thousands or millions of followers. If you are not sure how to go about managing your social media, hire someone to do it for you. There are many marketing companies that specialize in social media, or you can find a freelancer if you want something more personal. If you are trying to grow your social media on your own, then there are several websites that make it simple to follow up on social media statistics, like followers and growth. These sites will usually have the ability to post content for you on a continuous basis, too. That way you can load up on content at one time and the site will post it each day or at different intervals in the day.

Set Up A Separate Business Email

No one is going to take you seriously if your email address ends in @yahoo.com or @gmail.com. Creating an email address with your business’ name looks more professional and will be better for your brand since your business’ name will be constantly displayed in your customers’ inboxes. There are plenty of email providers to choose from and they all have very great features for a low price.

Invest Time and Money Into Good Marketing

If you want your small business to become a big business then you should model your company after them. Large corporations spend a huge amount of their budget on good marketing. You probably won’t be able to spend millions or billions on marketing when you’re just starting out, but investing a chunk of your profits into consistent marketing is a great avenue for creating more revenue. Not only will your products or services get seen by more people, your products and services will be advertised in a professional manner. Plan out your budget and choose marketing strategies that are right for your particular business. If you’re not selling Doritos then you don’t need a 60-second commercial spot during the Super Bowl. However, you may benefit from a direct mail campaign.

Remember that winning in business means being able to compete with the competition. Making it appear that your business is bigger than it actually is is not unethical if you know that your product or service is good. In order to compete sometimes, you gotta fake it till you make it.

Communicating with Coworkers Who Don’t Speak Your Language

24th April 2018 Learn, Tips

Communication is an integral part of any thriving society, it is how we express feelings and cultivate relationships. However, communication at home or at work can be very difficult for some people, and when you add a language/ culture barrier there are even more things that can go wrong. There are thousands of languages in the world, and in your lifetime you have probably met a wide assortment of people who did not speak your language. When you’re working with someone who speaks a different language there are many creative ways to communicate with them that will make collaboration and teamwork easier. Here are a few tips to help business communication go smoother for all parties involved.

Find Some Common Ground

Try to feel out how many words and phrases the other person knows in your language and vice versa. Use those to begin communications. It does not matter if the conversation is very simple, it is a start. Try to avoid the use of any slang words; using slang could lead to a lot of confusion or even offense if the person takes the slang term literally. Remember to speak clearly, loudly, and slowly. You will appreciate the same from them when they attempt to respond in their language. If you’re working with this person on a daily basis, try to use the same words over and over again. Don’t get fancy with your wording because learning a new language takes time and a lot of effort. As soon as you or the other person shows signs of improvement in the new language, then you can start using more complex sentences and challenging words. Using the same words that you both understand will help you communicate, but using the same word over and over that you don’t understand will not help. For example, if your coworker does not know the word for “peach” saying peach over and over again is not going to help them understand what it is. They will not have a Eureka! Moment and suddenly a new idea will pop into their head. Instead, grab a peach and point to it and say the name again. If you can’t find the object or it is an abstract concept, consider explaining the word in a simple definition they will understand.

2. Actively Listen

Listening to someone speak in a foreign language can be very confusing. If you know a few words, trying to translate them in your brain can take a great deal of effort. Try to make that effort and hopefully the person you are speaking back to is doing the same. Look out for confusion on their faces or nonverbal body movements that express perplexity. Most people say “huh” when they are confused no matter where they’re from. Others will shrug their shoulders or raise their eyebrows. If someone is trying to explain something to you in their language, try to learn the phrase for “I don’t understand” in their language so you can let them know they need to explain it differently.

3. Write It Down

Some people may understand a language on paper better than they can understand it while it is being spoken, especially since accents differ greatly among many languages. If someone has studied a language in school, for example, they probably have a lot more experience reading the language instead of speaking it. If you know that you’re going to be speaking with someone who does not speak your language, consider bringing a small notepad with you when you go to see them. If the person will not recognize a word even if you write it down, try drawing it. If you’re not much of an artist, Google the word on your phone and pull up images to show them.

coworkers communicating in different languages.
Source: Stockphoto.com O#20443 – ID#100092592016

4. Be A Mime

Not literally of course, but acting out what you are trying to convey can be very helpful since you are unable to use your words. For example, if you need to let this coworker know that it is time for lunch, mime having a plate and spooning food into your mouth. You can also rub your stomach to let them know you are hungry. Gestures can be helpful as well. For example, lifting up four fingers will let them know that the meeting is at 4 pm, or that you need 4 copies of a certain document, it all depends on the context of your conversation. Just keep in mind that not all gestures mean the same thing throughout the world. In some countries, certain American gestures are considered rude.

5. Get a Helpful Translator

If your company has recently brought in new employees from another country, or you have been hired into a company that works across different time zones or countries, it is a great idea to download some translation apps on your cell phone. You can use Google Translate right from your phone’s internet browser or you can peruse the app site for something to have readily on your phone. A few apps to consider downloading on your iPhone or Android device include iTranslate, TripLingo, SayHi, Voice Translator Free (Android only), and iHandy (iPhone only). If you don’t want to have your phone out all the time consider purchasing a language dictionary. Leave the dictionary in your desk and bring it along with you when you know you’re about to have a conversation with the coworker who doesn’t speak your language.

Overcoming a language barrier is not impossible. It is important to continue at it and not get frustrated with yourself or the other party. Remaining as professional as possible when speaking to any coworker is very important, so don’t forget these rules still apply to someone that doesn’t know your language. Respect the person who has come into your office with a language barrier, do not make them feel bad for not understanding a foreign language overnight. They are clearly at your job because they want to work and therefore they deserve to be treated with dignity. If it is you who is on the other side, you’d most appreciate this treatment returned to you.

Texting While Walking Accidents

3rd April 2018 Learn, Tips

There are over 2 billion smartphone users in the world, and the projected number only gets higher every year. This little phone that we carry around every single day connects us to our family, friends, the news, and addictive games like Candy Crush. It can be hard for everyday smartphone users to take their eyes off of the little screen while doing menial tasks like watching TV, sitting down to dinner, and crossing the street. We’re multi-taskers, right? Sure we know that texting while driving is dangerous, but did you know that texting while walking can result in terrible injuries, too?

Texting on the Street

In one particular video, an anchor on ABC News calls texting and walking an epidemic. ABC News also claims that over 1,000 people were sent to the emergency room in 2008 due to texting while walking-related injuries. During this video, ABC shows some funny videos of people walking into street poles, however, they urge their viewers to take texting and walking more seriously. During their “man on the street” interview with a police chief from Fort Lee, New Jersey, he cites that the city has had “25 people hit by cars” due to paying too much attention to their phones rather than their surroundings. In order to lower these numbers, the police officers around Fort Lee have doubled down on jaywalking violations. Someone caught crossing the street while on their phone could get a ticket for as much as $85.

This might seem a bit steep of a price to pay, but it’s definitely cheaper than an overnight in the emergency room. The video ends with the ABC anchor informing her viewers through a held back fit of laughter that the city of London has actually padded street posts so people do not get injured when they run into them. It might be funny to her, but it’s probably not as funny to the previously mentioned 1,000 people that were sent to the ER.

Texting and Walking Can Cost You

London and Fort Lee, New Jersey are not the only cities trying to combat the rise of texting while walking accidents. According to the New York Times, Honolulu is doing their best to combat their own wave of smartphone-related injuries. The new law which was passed in 2017 grants police officers the power to fine the people of Honolulu for looking at their smartphones when they cross the street. This law hopes to bring down the number of pedestrian deaths and injuries.

https://www.youtube.com/watch?v=nYgTM1pPjKQ

Texting in Public Fails

In another video on YouTube titled “texting and walking fails compilation” several people, distracted by their cell phones, fall over different items they haven’t noticed or hit their heads on street posts. In one clip, a woman and a man are both walking on opposite ends of the street while texting on their cell phones. They meet in the middle and the man bumps the woman on accident, causing her to lose hold of her phone and she drops it on the concrete street. The phone splits off into two pieces and she chases after it. The man who bumped her looks up from his cell phone to see what happened as he continues walking away, casually. Not sure what’s worse in this situation; the fact that the man had zero regards for the woman’s damaged property, or the fact that he was too tuned into his phone to notice what happened to begin with.

The Action Continues

A few different clips from the same video show people falling into indoor fountains in malls and businesses. Another man falls into an outside shallow body of water as a family of ducks swims past him. One of the more terrifying clips in the 4-minute video shows a man confronted with a black bear as he blindly texts away on his phone before realizing what is in front of him. Once he sees the bear he immediately darts away in the other direction. However, the near bear attack is not the most terrifying part of this video compilation. The point of the video is that if you can’t text and walk then how can you be expected to text and drive? They urge this point forward with two additional clips of texting while driving car accidents. The first clip shows a man driving a truck and texting with his phone placed between his hands on the inside of the steering wheel. He is about to collide with the stopped traffic in front of him at high speeds, however, he manages to slow down slightly before the collision by slamming on his brakes at the last second. He is shown as being extremely disappointed in himself afterward, by banging on the steering wheel and putting his head down in shame. The next clip shows a young girl staring at her phone as she makes a turn and her car flips over. She hangs upside down in her overturned car thanks to her seatbelt.

These YouTube videos seem very entertaining to watch, but what about those who get seriously injured or hit by cars? Both groups, drivers or pedestrians, are equally at fault for distractingly texting or talking on their phones when they should be cognizant of their surroundings. We hear it all the time that “texting can wait.” But how many of us actually heed that warning? It’s unlikely that you haven’t engaged in texting while walking even if the act didn’t result in you falling into a mall fountain. The lessons of the video compilations ring true, distracted driving and walking can result in injury or death. As the injuries and deaths grow, more action will be taken by local police forces, raising the need for more consciousness on individuals walking around locked into the action on their phones.

Our modern culture demands the daily use of smartphones, but there are ways to be smarter about it. For example, when you are walking and using your phone it is important to stop and put your phone down at street lights. We learned from Sesame Street to “look both ways before crossing the street,” but we need to add “without your cell phone” to the old saying for it to work now. Keep your headphones low enough that you can still hear things going on around you. Try voice texting and download software that will read your texts out loud to you. The simplest solution is to walk to a safe area and proceed to use your phone there. If these solutions aren’t working for you, it might be time to look into smartphone addiction rehab.

Do Toll Free Numbers Work Internationally?

28th March 2018 Learn, Technology, Tips

If you’re looking for toll free numbers for your business, you’ll quickly notice that there are a number of available options. Deciding which one you want can be a little confusing, particularly if you’re not sure which type of toll free number is right for your company. To resolve any confusion, here is a rundown of the different types of toll free numbers, how they work, and where they work.

International Toll Free Numbers

When you subscribe to international toll free numbers, they will be allocated to the countries of your choosing. Your customers in those countries will be able to call you without any charge to them. Instead, your company pays for the cost of the call. 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. It also makes it much easier for clients to contact you.

So that your customers know that their calls will be free of charge, international toll free numbers are formatted with a different prefix than other numbers. The prefix will vary depending on the country the calls are being made from, but they are easily recognizable.

How Does International Toll Free Calling Work?

Let’s say that your company is located in the United States, but you have a significant customer base in the U.K. Those British customers may be reluctant to call you because they would have to pay costly long-distance calling charges. They would also have to mess around with tricky long-distance calling codes. Market research shows that these two factors will reduce communications with your customers, decrease your leads, and cut your revenue.

This is where international toll free numbers come in. In this case, you can avoid the problem by purchasing a U.K. toll free number, from a company such as Global Call Forwarding. That makes it free for all your British customers to call you, and all calls will be easily redirected to your mobile phone, office landline or customer service center in the U.S.

How Toll Free Numbers Can Improve your Metrics

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

  • Your website
  • Television
  • Newspaper
  • Email newsletter

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.

Are There Any Universal Toll Free 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, there is something similar. This is called a universal international freephone number (UIFN).

Although UIFNs aren’t universal toll free numbers, they can be used to make toll free calls from several different countries. These numbers do come with some restrictions, including:

  • Each UIFN must be registered in a minimum of two countries.
  • Each UIFN must be in service for a minimum length of time, this being at least 180 days from the day you subscribed to it.

How UIFNs Work

UIFNs take a current toll free number and turn it into an international number by adding an extra digit. Now you have an 11-digit number that doesn’t alter the integrity of your existing toll free number. For example, if your original toll free number was 1-800-FLOWERS, it would then become +8000-FLOWERS. This method allows you to maintain your original vanity number while enabling your business to receive calls from other countries. By making just this slight variation, you have extended your global reach, while also boosting your brand awareness.

If you need a toll free number that can be used in several countries, a UIFN may be a good choice for your company. Make sure to check the restrictions, and shop around for set-up fees because they can be expensive.

Virtual International Phone Numbers

If you haven’t heard of virtual international numbers, you may have heard of DID (direct inward dialing) as they are sometimes referred to. This is a type of international toll free number that is not tethered to an actual phone line. Instead, calls made via a virtual phone number are rerouted by the service provider to your office phone, customer service team, or even your personal cell phone. This type of toll free number sometimes comes with a host of special features. For example, virtual phone number provider Global Call Forwarding also offers failover forwarding, blacklisting and whitelisting, SMS forwarding, voicemail to email, and time of day routing.

Virtual toll free numbers can route calls originating from several sources such as:

  • Mobile phones
  • Voice over Internet Protocol (VoIP)
  • Public switched telephone network (PSTN)

This means you can receive calls from all over the world from practically any platform to any platform.

When you begin your search for an international toll free number, the main thing to be aware of is that there are many competing companies in the market, each offering different packages and different services for differing fees. A certain number of different factors will influence your final choice, such as the size of your company, your budget, how much global exposure you have or want, etc. The best virtual international phone number providers do not charge activation or set-up fees, in most cases, and the virtual numbers should be available within just a few minutes. Furthermore, you should not be required to make a long-term commitment, and you should be able to cancel at any time without incurring a penalty.

Is an 877 Number Toll Free?

23rd March 2018 Learn, Technology, Tips

A toll free number is one that can be dialed without the caller being charged. In the United States, all toll free numbers have a distinctive three-digit code. These are 800, 888, 877, 866, 855, 844, and 833. One of the most popular uses for toll free numbers is customer service calls. Toll free numbers allow your clients to call your company without having to pay local or long-distance charges.

How 877 Numbers Are Assigned

You can obtain toll free numbers from a number of companies, such as Global Call Forwarding. As well as providing a toll free service, many of these companies will also offer other features and services. Some of these features include time-based routing, hosted call recording, blacklisting and whitelisting, voicemail to email, SMS forwarding, and failover forwarding.

The Federal Communications Commission (FCC) oversees the official regulating of toll free numbers. The organization sets mandates for how toll free numbers may be obtained and used. One of the requirements is that all toll free numbers must be portable, which means you can take your number with you when you’re switching service providers.

Benefits of Toll Free Numbers

Using toll free numbers for your business has several benefits including:

  • Saving your customers money: they will be more inclined to make the call if they don’t have to pay for it.
  • Boosting your brand: it enables you to build your brand effectively across different media.
  • Making your company contact information easier to remember: it will stick in your customers’ minds every time they see or hear it.
  • Giving your company a more professional appearance: your company will look bigger even if you’re operating from a home office.

Is an 877 Number Toll Free?

Not all toll free numbers are equal. Dialing a different prefix will route your call to a different recipient. For example, dialing 1-800-767-0987, will not connect you to the same recipient as dialing 1-888-767-0987. The first toll free number available was an 800 number, which has been around for about 50 years. As these numbers became saturated, other toll free numbers had to be created to meet the demand. One explanation of how the numbers differ is by comparing them to web domains:

  • Having an 800 number would be similar to having a .com domain
  • Having an 888 number would be similar to having a .net domain
  • Having an 887 number would be similar to having a .info domain
  • Having an 866 number would be similar to having a .biz domain

Why are Free 877 Numbers Important Marketing Tools?

Toll free numbers, when used correctly, can provide a valuable marketing tool for your company, particularly if you want to boost your brand. Although the numbers are toll free for your customers, your business will pay for incoming and outgoing calls. You can use toll free numbers to help with generating leads. Customers who call your toll free numbers have usually already used your services or bought your products at least once. They may also wish to place an order, or they may have some questions about your products or services. Toll free numbers offer a great way to track your leads to the source and see if your marketing strategies are working effectively.

Making the Most of a Toll Free Number

To make the most of a toll free number it’s important to choose one that is easy to remember so that it will reinforce your brand. There are two types of toll free numbers; these are known as vanity numbers and prime numbers. A vanity number is one which spells out the name of your company or something related to it. For example, if you are a wedding photographer, you may choose the vanity number 877-WED-PHOTO. A prime toll free number is one that is easy to remember because of the combination of digits. For example, 877-777-8787.

If you are looking for a vanity number, many more are still available with the newer prefixes. But bear in mind that some mobile devices don’t have alphanumeric keypads, so customers who are calling from their cell phone may have an easier time remembering a prime number. If you do wish to go ahead with a vanity number, always include the numeric equivalent alongside it in all of your advertising campaigns.

Which Toll Free Prefix Should I Choose?

Although many companies have been using 800 numbers for decades, the other toll free prefixes are becoming just as popular. However, which one you choose may have some impact on your return on investment.

For example, if you are advertising your business on television or radio, you may prefer to use 800 or 888 numbers simply because they are easier for your prospective customers to remember. Nevertheless, whichever prefix you use, a toll free number is always a good option.

If you do decide to use an 877 number, be sure to make it clear to your customers that this is a toll free number, as some of them may not be aware of this. One of the problems that business strategists often point out with using one of the less familiar toll free prefixes is that clients may misremember your number and replace the 877 prefix with 800, which will obviously lead them to a different company, perhaps even one of your competitors. But, an advantage of using an 877 toll free number is that because they are not yet as popular as 800 numbers, more of them will be available. It pays to check the 800 version of your vanity number to make sure that it is not in use by one of your competitors.

Using toll free numbers are beneficial for your business because they encourage people to call you and they help you trace your marketing campaigns back to the lead. If you use an 877 prefix, it would be wise to remember to make absolutely clear that it is a toll free number for customers who may not be aware of this. Don’t forget; you can use toll free numbers for your U.S. and international customer base.

Related: The Difference Between 800, 844, 855, 866, 877 and 888 Numbers

Opening a Business in Dubai

19th March 2018 Learn, Tips

Dubai is part of the United Arab Emirates. It is situated on the Persian Gulf coast and is bordered by Oman in the southeast, Abu Dhabi in the south, and Sharjah in the northeast. Often called “The City of Gold,” Dubai is known for its luxury shopping, opulent skyscrapers, and offshore artificial islands.

Expanding your Business to Dubai

New businesses are welcomed in Dubai. Newly established companies are very attractive to investors because of the city’s economic stability in the global market. Current economic trends offer a wealth of opportunities for foreign investors to make the most of imports and exports and increasing tourist traffic in the area, which means you will have plenty of new and recurring customers passing through.

It’s important to be informed of all the necessary details needed for business start-ups in Dubai, that way you can avoid any issues or complications. If you’re setting up a physical location in Dubai, one thing you will need to do is to connect with a local sponsor. This person must be a UAE national and must be your partner with a 51 percent share in your business. You must pay your sponsor an annual fee which you will negotiate at the outset.

If you prefer to own your own business completely, then you will have to locate your business in one of Dubai’s free zones. While this is a viable solution for some types of business, it won’t work if your company needs to be directly a part of the city markets, for example, in the event you own a retail store or restaurant.

Selecting the most suitable location for your business is as important in Dubai as anywhere else. The most crucial thing to remember is that even if you set up a profitable company in the heart of the business district, it still isn’t going to work well for you if your customers are unable to reach you.

The Easy Way to Extend Your Business to Dubai

If this is all starting to sound a little complicated, fear not, there is a way that you can enter the Dubai marketplace without even having to have a physical presence in the country, simply by using a virtual phone number. Here’s an example of how your company can reap the benefits of virtual phone numbers in Dubai with a company such as Global Call Forwarding.

Let’s say you have a small business in the U.S. and you would like to develop a client base in Dubai. All you need to do is sign up with the service provider, and they will assign you one or more local or toll-free numbers in Dubai. You then pass these numbers on to your clients in that region. When they wish to call you, they dial the local number, and Global Call Forwarding redirects the calls to the number of your choice; this can be your landline, office number, cell phone, or customer service call center.

Having a Dubai virtual phone number is great for boosting customer confidence in your business. Market research studies have shown that customers are much more likely to call a local number for assistance because they prefer to do business with companies in their vicinity. With a Dubai virtual phone number, you can establish a presence in the United Arab Emirates without having to travel there. Additionally, your customers don’t have to pay for expensive international calls, nor do they have to deal will confusing international dialing codes.

If you’re considering opening a business in Dubai, virtual numbers present a way to do so that is efficient and cost-effective. You don’t have to pay for a dedicated phone line, additional phone equipment or expensive software; you simply use the resources you already have. It’s an affordable way for your colleagues and clients in Dubai to reach you. Not only that, even if you have a small business which you run from your home office, it gives your company international status.

opening business in dubai
Source: Stockphoto.com O#20443 – MID#4976853

Other Advantages of Dubai Toll-free Numbers

  • Boosting your brand: International toll-free numbers increase the reach and reputation of your brand by giving you access to untapped international markets.
  • Increasing your response rate: Studied show that adding toll-free numbers to your advertising campaigns increase your response rate by a significant percentage.
  • Tracking your marketing campaigns: Because there’s no limit to the number of virtual phone numbers you can use, you can add a different one to each of your websites, newsletters, TV ads, and ads in local papers. It makes it a cinch to see which of your marketing strategies are the most effective and which ones you need to improve.
  • Keeping your personal and business calls separate: There’s no need to put your cell phone number on your website, business cards, or ads, and no need to get an additional phone. You can use the same phone for personal and business calls while keeping them both separate.

Other Features of Virtual International Numbers

When you sign up with a company such as Global Call Forwarding, you also have the benefit of a suite of additional features.

  • Black and whitelisting: You’ll never have to answer unwanted calls, and you won’t miss a call from an important client.
  • Failover forwarding: This feature enables you to program your account with several different phone numbers so that if the first number is busy or does not answer, the system will automatically redirect the call to the next number in the queue, ensuring that calls are not dropped.
  • Fax to email: You will be able to send and receive faxes via your virtual number. Each fax is received as an email attachment, and you can read it or print it with ease.

If you’re considering opening a business in Dubai, it pays to use international virtual call forwarding. Your business will increase, you will gain more customers, and your employees will be able to work from wherever they are, even when they are not in the office.

Call Recording Laws in Australia

16th March 2018 Learn, Tips

There are times when recording what people say during a phone call sounds like a great idea. Maybe you want to memorialize something being promised to you by someone else. A hosted call recording service can resolve “he said/she said” disputes. Recorded phone calls can help prove guilt or innocence in a court of law, or they can simply be used as a tool to jog your memory later on about who said what in a given conversation.

Is it Legal to Record a Phone Call in Australia

Recording a phone call in Australia is not always legal, and the laws that govern recording phone calls can not only be complex but can even differ from territory to territory.

National and Territory Laws Differ

National Australian law deals with recording phone calls by regulating the intercepting of phone signals. As a general rule, it is illegal for businesses to record phone conversations in Australia without obtaining consent from the other person. The act also makes it criminal to do anything “that will enable” wiretapping phone lines, meaning even those who install listening devices, or who assist others in recording calls in Australia, could be liable under the law.

The requirement that the parties have knowledge that a call is being recorded is why large companies that call you will often start with a disclosure, stating that your call is being recorded (sometimes for “quality control purposes,” but more likely, so that the company doesn’t run afoul of the law).

But the laws get more varied depending on which Australian territory you are in when you’re recording calls between private individuals, and when dealing with the law regarding listening devices.

Some Australian territories allow individuals to record phone calls whenever they want. For example, in Queensland, you can record a phone conversation with the consent of only one party — the other person doesn’t even have to know the phone call is being recorded. Other territories in Australia are more restrictive. New South Wales and Tasmania, for example, require that all parties give consent before a private conversation can be recorded.

Some territories have their own unique exceptions and definitions. For example, South Australia allows one-party consent recording if the recording is done on the course of someone’s “duty” or if the recording is in the “public interest.” In Australia’s Northern Territory, it is legal to record unless you have actual express knowledge that the other party does not want to be recorded.

How the Calls Are Recorded

Even in parts of Australia where recording phone calls is legal with only one party’s consent, the legality of recording phone calls often turns to how the calls are being recorded.

In Queensland, even if you are recording legally, you can only do so with a recording device that is not attached to the telephone. This means that a Dictaphone or a recorder unattached to the phone, or any other device that captures the sound as it leaves the phone — including a video camera — would need to be used to be legal. Victoria and Northern Territory have the same rules as Queensland.

Exceptions to Prohibitions on Call Recording

In some territories, the law forbids recording “private conversations.” The meaning of “private conversation” in Australian phone recording law is not very clear. Both the intent of the parties, and the circumstances of the conversation will be considered in determining when a conversation is private or not. If the conversation is not private, the recording laws may not apply and the recording may be legal however it is done.

call recording laws
Source: Shutterstock D#363709706 – Standard License

But again, the law of your territory may differ slightly. For example, in Tasmania, a “private recording” is defined more subjectively. To be private, it must be reasonably assumed that the participants wanted the conversation to be private. That’s different from asking whether it’s objectively reasonable to expect that a conversation is private.

Some Australian territories have laws that allow the recording if recording the call is necessary to protect legal interests.

There are differing court opinions on what kind of interests meet this “legal interest” exception. Generally, the interest must be related to property disputes, or to memorialize a commercial or business transaction.

Simply recording because it is your policy, or just to make sure that someone else upholds their word, or just to keep your own private record of what people say in a conversation, does not meet the exception. That includes recording someone “just in case” they decide to break their word later on.

Putting the court decisions together, a general rule of thumb arises: If you are recording for your own convenience or to gain some kind of advantage, it will not meet the legal interest exception. Rather, the recording must be to protect a legal interest. The line between these two is not so clear, which is why it is always best to get legal advice before recording phone calls in Australia.

Other Laws and Exceptions to Consider

These laws deal with someone who is a part of the conversation doing the recording. It is almost always illegal for someone who is not a party to the discussion to record any private conversations in any way.

These laws also do not prohibit law enforcement from recording phone calls, after obtaining a proper warrant from an Australian court.

And remember, even if recording a call in your part of Australia is legal, that doesn’t mean that it’s legal to publish the recording or share it with the public. Being legally allowed to record is not the same as being legally allowed to use a recording however and whenever you want.

Recordings made in violation of the call recording laws usually will be inadmissible in court. So even if you don’t get yourself in legal trouble for recording calls, the purpose of the recording may end up being useless to you, no matter how valuable what you recorded may be.

Many violations of Australian phone call recording laws carry criminal penalties, so you should do your homework and maybe even get professional legal advice before recording someone on the telephone. The last thing you need is to find yourself in deep legal trouble for doing something that was intended to help you.

Related: How to Get an Australian Phone Number

5 Tips For Building a Virtual Call Center

8th March 2018 Learn, Tips

If you want to take your life into your own hands and become your own boss then there a few different entrepreneurial moves that you could make. If you’re comfortable talking with people on the phone and want to work from home, building a virtual call center might be the right option for you. There are plenty of benefits to starting your own virtual call center such as setting your own work schedule and being able to help people. There are minimal startup costs, so if you’re on a budget, starting a virtual call center won’t drain your resources. All you need to begin is a room with minimal background noise where others won’t disturb you, good software, and high-quality telephone equipment. Virtual call centers are great opportunities for marketers to make a higher profit by selling products and services over the phone.

1.Getting Started

As previously mentioned, the startup costs for a virtual call center are low. An important item that you will definitely need is a good quality headset. You will be wearing the headset while talking to clients on the phone for hours at a time, therefore a hands-free device that you will be completely comfortable with is very important. A wired telephone connected to the broadband internet is better suited to virtual call centers than a wireless device. Wired phones have better connections while broadband networks are faster and less likely to drop calls. In the virtual call center business, a dropped call could mean a dropped customer.

2. Feel Out Your Options

The previous trend implied that businesses were demanding local call centers instead of outsourcing overseas. However, now, we are seeing a shift towards hiring a virtual call center. And so, having the necessary cloud-based communication solutions becomes imperative.

Depending on your clients, you may have to download a specific software program or use an internet phone service such as Skype or a chat interface. If your client does not provide you with software, then it will be up to you to find one that works for your needs. Virtual call center software is essential when starting your business, but there are so many programs it may be a little overwhelming trying to find the right one for your center. There are many programs that are available and offer free trials, therefore you can try a few different options before committing to one program. Once you’ve chosen one, you will enjoy a lighter bill than a larger company may have to endure while maintaining an equal level of professionalism. These software programs allow you to work from home and eventually hire others that can work remotely from their homes as well. If this structure works for you, you will still have the ability to monitor their performance.

A few questions to ask yourself before committing to a program, according to the Aircall blog include, “What are your business’ particular requirements that your provider must be able to meet? Is your activity seasonal? Do you need to operate in a certain language, or from a certain area?” Once you have answered these questions you can discuss openly your needs with the software providers and they can guide you towards the best choice.

3. Impress Prospective Clients

Virtual call centers offer entrepreneurs a lot of options for finding clients because you are not restricted to your city or even just your state. Trying to get the first client for your startup task may seem like an insurmountable task and you need to be prepared to hit the ground running and be able to describe to any prospective clients why your new company is going to succeed where so many other startups fail. It is also important to research your prospective clients so that you will be able to assure them that you know the ins and outs of their business and will be able to represent their brand in a better way than a different call center would be able to. On the other hand, if they aren’t using a call center, let them know why they should be using one to beat their competitors and gain more customers.

4. Network

Once you’ve set up your own virtual call center and found one or more clients, it’s time to really start growing your business. Becoming a good networker can bring opportunities from multiple time zones. Attend as many networking events as you can, but before you go, make sure you have created a list of your talents and skill sets. Knowing what you’re capable of and being able to articulate how you may be able to help them will make it easier for you to connect with someone. Always follow up with the people that you’ve met and they will often take it from there.

Other ways to network include using social media channels such as LinkedIn and Twitter. If there aren’t many networking events in your area or you just really don’t have the time, social media offers many opportunities. Don’t be afraid to send someone you don’t know an invitation to connect. Just be clear on your intentions up front and make sure you include a message, such as a resource they might find useful, or an offer of your services.

5. Rehearse Your Pitch; Take Care of Your Reps

Now that you have secured your clients, make sure that your sales pitch is up to par. Constant improvement is key to every great business. Practice your script over and over until you’ve perfected it, and then take notes on what works and what does not with your customers to perfect it even more. If you find your new software or telephone equipment to be a bit overwhelming to operate, don’t be afraid to find a training class. Especially as your business grows, knowing how to utilize your equipment is important when the multiple phone calls start to come in. This can be draining at first but eventually will become a welcome challenge. 

Remember to be flexible on your hours of operation if you have clients in different time zones, too. As mentioned before, virtual call centers are great for people who are upbeat and positive with good social skills. This isn’t to say you won’t have a bad day every now and then; and besides, it’s important to find ways to handle the negatives that will inevitably pop up. Try some of the mental remedies such as playing uplifting music, practicing meditation and concentrating on gratitude. Focusing on your breath during a moment of intense emotions assists in calming your harsh thoughts. If you keep these tactics in mind throughout your process of creating your virtual call center, from the first thought to finalizing your client list, then your business idea will soon become a profitable enterprise. Also, keep average call center attrition rates in mind and work towards building a productive environment and team culture.

Maintaining Customer Service Phone Numbers Worldwide

8th March 2018 Learn, Tips

Global Call Forwarding (GCF) provides our clients with toll free numbers in over 140 countries. GCF forwards calls and maintains the lines for local access for business discussions and customer service requests. The process works as follows:

  • Your existing or potential customers dial a toll free local number in their country.
  • GFC’s forwarding service sends the calls to designated call centers or central offices.
  • Your enterprise answers the call.

This toll free forwarding service assures easy-to-dial, high-quality communications in countries around the world, including those areas with poor telecommunication infrastructure.

Features Available with the International Call Forwarding Service

Global Call Forwarding provides an advanced suite of free and optional features for toll free numbers and international call forwarding services. Brief descriptions of the free features follow.

Customized Greeting – Tailor a customized greeting to give callers a great first impression. Many companies use the greeting to direct callers to the appropriate departments.

Select Country Forwarding – This feature is available with the Advanced IVR (interactive voice response) feature. This feature forwards calls based on the country of origin. For example, a call from France could reach a call center with someone who is a French speaker.

Time of Day Routing – This feature routes calls based on the time of day or the day of the week.

Sequential Forwarding – Sequential forwarding delivers calls down a list of predetermined numbers. This feature minimizes unanswered calls. The sequence can have four additional numbers.

Local Ringback Tones – This is the tone that callers hear while waiting for a connection. Forty unique ringtones from around the world are available.

Simultaneous Ringing – With simultaneous ringing, two or more phones ring simultaneously. The call connects to the first responder. This feature is highly useful for call centers.

Call Transfer – This feature places the incoming call on hold while the attendant dials a preprogrammed sequence to transfer the call anywhere around the world. The attendant can either brief the other department or transfer the call immediately.

Voicemail – Voice permits customers to reach your number 24/7. There is also a Voicemail to Email feature that sends an MP3 file of the voicemail to your email. Users can customize the Voicemail to Email feature with the Control Panel and send voicemails to two different email addresses.

Failover Forwarding – The failover forwarding feature allows businesses to program multiple numbers, Session Initiation Protocol (SIP) accounts, and Tier 1 carriers. If an incoming call is busy or does not connect, the feature forwards the call to the next number.

Forward Fax – This feature receives and forwards faxes to email as image files.

Customizable Application Programming Interface (API) – The Global Call Forwarding API has features to integrate GFC’s services with an enterprise’s business systems.

Advanced IVR/PBX –  The Interactive Voice Response (IVR) feature provides a computer greeting to direct calls. Callers can use voice or telephone keypad responses. The feature also has a free Private Branch Exchange (PBX) service, a private telephone network that connects calls to individual extensions.

Account Management – This feature has a Customer Control Panel to manage the account and to change feature settings. Account Management is computer accessible, and it permits users to view invoices and call details.

Black and White Lists – This feature filters calls. It can accept or reject calls based on specific telephone numbers or area codes.

Optional Features – Three optional features are available: SMS Forwarding, Call Recording, and Rollover Minutes.

      • SMS Forwarding sends incoming text messages to an email account. As of February 2018, there are 17 countries that are SMS capable.
    • Call Recording automatically records incoming calls. This feature is useful for customer service, quality control, or liability concerns.
    • Rollover Minutes – With rollover minutes, unused plan minutes roll over to the next month.

For more information on the rates and features of international call forwarding, please read the article, “Get International Call Forwarding at Global Call Forwarding”.

The State of the Customer Service Experience as of 2016

The Northridge Group, a management consulting firm, surveyed more than 1,000 United States consumers about customer service issues. A PDF document titled, “State of Customer Service Experience 2016” gives the survey results. The online survey took place in April 2016. The survey report considered differences in generation. The generations, as defined by The Pew Research Center were as follows:

  • Millennials (ages 18 through 34)
  • Gen-Xers (ages 35 through 50)
  • Baby Boomers (ages 51 through 69)
  • Silent Generation (ages 70 and above)

Consumers want greater connectivity to their brands, and they are willing to use several communications channels. However, the companies who respond inconsistently put their reputations and customers at risk. The following paragraphs outline the key highlights from the study.

Customer Effort: Less is More

Less customer effort results in increased customer loyalty. Forty-four percent of consumers reported that companies made it hard for them to get customer service. The phone (56%) was the easiest way to resolve issues while letters (30%) were the hardest.

Not ‘One and Done’

Fifty-five percent of consumers needed two or more communications channels to resolve issues. However, the phone was the most efficient method to resolve an issue. 60% of the time, the phone resolved issues with a single contact, 54% for online chat, 47% for web self-service, 43% for mobile app, 38% for letters, 36% for social media, 35% for text message, and 34% for emails.

Speed Wins

Consumers want fast resolution of issues, and the younger they are, the less time they spend using a given communication method. Within 60 minutes, 40% of millennials switch communications channels, 31% of gen-x-ers, 19% of boomers, and 20% of the silent generation.

Hold the Phone

Telephone customer service meets expectations for 60% of consumers and exceeds expectations for 29% of consumers. When using the phone, 87% of contacts resulted in a response and an eventual resolution of issues. Ten percent of the time, the phone resulted in a response but no resolution, and 3% of the time, there was no response to the phone call.

Shall We Chat?

Online chat is gaining in popularity, especially for millennials, as 27% of them favor online chat for fast issue resolution. Eighteen percent of the consumers in the survey consider online chat as a viable alternative to the phone.

Socially Challenged

Social media is growing as a communication channel with 77% of consumers using it more than in 2015. However, 21% of those surveyed did not receive a response from their brand using social media or text.

Consumers Want to Connect with Companies

Eighty-one percent of consumers in the survey contacted customer service within the past year, and 58% went out of their way to purchase from companies with excellent customer service. In addition, 60% tell their friends and associates when they receive bad service.

Conclusions

  1. Telephone contact is the most effective method of providing customer service.
  2. The worldwide use of toll free numbers enables customers to reach your business quickly and easily.
  3. The features associated with toll free numbers and call forwarding help your customers have an excellent customer service experience.
  4. Grow your business using international toll free numbers for customer service.