chatIcon
Live Chat
Are you working remotely and need options to stay connected? We are here to help. [ Learn More ]
Home » Archive by category 'Tech'
call center web dialer

9 Ways for a Call Center to Use a Web Dialer

More and more companies (call center or not) are using a call center dialer or a web dialer to support their outbound calling strategies. The main reason is that this …Read More »

More and more companies (call center or not) are using a call center dialer or a web dialer to support their outbound calling strategies. The main reason is that this type of dialer can be used on any device and from any location. Here we will discuss what these dialers are and 9 practical ways you can use them to increase productivity and customer relations.

Call Center Dialer: 9 Practical Uses

A call center dialer is a keypad tool that allows your employees to make business calls through a computer or smartphone. Call center dialers and web dialers are not meant for call centers exclusively. Regular businesses that engage in outbound calling for sales or customer retention purposes can use this dialer to connect with local and international customers. Virtual phone service providers like Global Call Forwarding offer web dialers with their outbound calling service.

Depending on what type of company you operate, there are two types of calling:

  • Inbound calling: incoming calls by customers, prospects, and vendors usually for customer service and support.
  • Outbound calling: outgoing calls made by your team to customers and prospects to increase sales.

A web dialer allows you to receive and make calls from your computer or smartphone. This means that you do not need to invest in desk phones for every employee. They simply download a software, application, or browser extension. Most providers will offer a call center dialer with additional features such as the ability to save caller notes, update contact information, check voicemail, CRM integrations, etc.

Here are the top 9 ways your team can use a call center dialer to increase productivity and efficiency.

1. Sales and Lead Generation

Use the call center dialer to quickly contact various prospects on your sales list and generate new leads. You can store and update prospect information, notes on the interaction regarding whether they qualify, whether they are interested in the product, need a follow-up call, and so on. This way, you create a contact and the next time you call them, you have a history to build off of, and can quickly dial the number. Dialers are a call center favorite when it comes to calling large volumes of customers.

2. Increase Brand Awareness

Besides merely calling to make a sale or appointment, you can use a web dialer to promote your brand and increase visibility. Use market research to identify target audiences and demographics. Then, contact these potential prospects from this list and introduce them to your brand and its products and services. You can offer them a promotion or direct them to your website where they can learn more about the services you offer. This will help you get closer to target consumers.

3. Connect with International Clientele

Global Call Forwarding’s outbound calling service comes with a customizable caller ID capability. This means you can customize your outgoing caller ID and override it with a toll free or local number (of the location being called) previously purchased. Customers who receive such calls will see a toll free number or a local number and are more likely to answer the call. The main reason is that local or toll free calls are inexpensive compared to international calling.

You can get multiple international toll free and local numbers for countries across the world. With this service, you can call internationally for much cheaper rates and avoid paying long-distance calling fees.

4. Welcome New Customers

Use your call center dialer to welcome and verify new customers when they sign up or make their first purchase. This will demonstrate customer care as it shows that you value their business. You can verify purchases, offer to help them understand your service better, activate accounts, and so on.

5. Follow-Up on Recent Purchases

Check in with customers who made recent or repeated purchases with follow-up calls. Ask for feedback, how the experience was, or anything that can be done to improve the service. This too will display that your business cares about how customers interact with it. Your team should always try to improve customer service and this is one way to do so.

6. Reach Out to Abandoned Carts

Abandoned carts occur when an interested customer starts the check-out process but does not complete it. In other words, they abandon their cart and don’t make a purchase. Follow-up on abandoned carts with calls to identify reasons why customers may hesitate to purchase your product or service. Inquire how processes can be made simpler or help them complete the purchase.

7. Execute Customer Retention Strategies

Bringing new customers abroad can be more expensive than retaining customers. Having the ability to quickly contact important and valued customers can help you improve customer relations. Some good customer retention strategies include calling customers and prospects to:

  • Schedule new appointments
  • Set sales appointments at more convenient times
  • Remind them of upcoming appointments, payments, renewals, etc
  • Help reduce abandoned carts, and more

Keeping in touch with customers shows that your business is customer-focused and this will help you retain existing customers.

8. Raise Funds/Donations

Another useful application of a call center dialer is when your organization is conducting a fundraising campaign. You can reach out to members or prospects, present your campaign, and more through an outbound calling service.

9. Collect Customer Surveys and Feedback

Finally, a call center dialer can speed up phone surveys and help you collect feedback from customers about certain services, products, or interactions. Use this feedback to improve your overall service and offer better customer care.

Need a Call Center Dialer for Your Business?

Voice IP and web dialers can work together to give you the right tools to support inbound and outbound calling. Your business may fall behind if you do not take advantage of the right tools.

You can get a web dialer with our outbound calling service attached to your virtual phone number plan. Sign up today on our homepage or contact us for more questions!

best business voip providers

15 Best Business VoIP Providers [2020]

Need to find a new business voice over IP provider for your office phone system? Look no further! We have put together a list of the top 15 VoIP providers …Read More »

Need to find a new business voice over IP provider for your office phone system? Look no further! We have put together a list of the top 15 VoIP providers for your convenience.

Who is the Best VoIP Providers for Business?

A voice over IP phone system uses the internet to transmit voice and video messages between two parties. This makes VoIP an ideal and cost-effective solution for businesses with considerable call volumes as virtual calls are cheaper than traditional calls.

Sorting through VoIP providers can be overwhelming. To make the process easier, we have listed 15 voice over IP providers and provided information regarding:

  • The features they offer
  • Any set-up or cancellation fees
  • Long-term commitment requirements
  • Free trial information
  • Costs and plans available

With this information, your business can find the ideal cloud phone system for office communication. To learn more about the various factors involved in finding the most suitable provider, read our article about choosing the right VoIP provider.

*Note: Prices and information about VoIP providers noted in this post are current and subject to changes.

1. Global Call Forwarding

Features:

  • Variety of virtual phone numbers
  • International toll free numbers for more than 160 countries
  • Unlimited extensions for different departments
  • Fax, SMS, and Voicemail to Email
  • Various call routing options
  • Business VoIP
  • Virtual call center features:
    • Call recording
    • Outbound calling with customizable caller ID
    • Customizable IVR systems, etc
  • Online account management
  • 24/7 customer support

Set-up fees: No

Long-term contract: No; cancel anytime; no cancellation fees

Free trial: 7-day free trial for business accounts

Cost: Global Call Forwarding offers 5 different virtual number plans that come equipped with VoIP features. These plans start as low as $7.96/mo.

2. Nextiva

Features:

  • Unlimited calls, texts, faxes nationwide
  • Unlimited video conferencing
  • Free HD phones
  • Mobile VoIP app
  • Call recording
  • Toll free minutes
  • SMS

Set-up fees: No

Long-term contracts: No

Free trial: Yes; 30-day full refund guarantee

Cost:

  • Professional — $20/user/mo
  • Enterprise — $27/user/mo

3. Vonage

Features:

  • Call analytics and reporting
  • 24/7 US customer support
  • Expert installation
  • Integrations: Salesforce, Zendesk, Zoho

Set-up fees: No

Long-term contracts: No; cancel anytime; no cancellation fees

Free trial: 14-day free trial

Cost:

  • Mobile — $19.99/mo/line
  • Premium — $29.99/mo/line
  • Advanced — $39.99/mo/line

4. RingCentral

Features:

  • Unlimited calls, fax, SMS, conferencing
  • Document sharing
  • Voicemail-to-text
  • Call recording
  • Integrations: Office 365, G Suite, Slack, etc
  • Analytics and reports

Set-up fees: No

Long-term contracts: No, cancel anytime

Free trial: Yes

Cost:

  • Essentials — $29.99/user/mo
  • Standard — $34.99/user/mo
  • Premium — $44.99 /user/mo
  • Ultimate — $59.99/user/mo

RingCentral offers discounts if plans are paid annually instead of monthly.

5. 8×8

Features:

  • Unlimited calling and faxing (up to 47 countries)
  • Video conferencing
  • Mobile app
  • SMS
  • Team messaging

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: Yes, 30-day

Cost: Plans starting at $12/mo. To get a customized quote, contact 8×8’s sales team.

6. Ooma

Features:

  • Mobile app
  • Easy DIY set-up
  • Virtual receptionist
  • Extension dialing
  • On-hold music
  • Conferencing
  • Keep your current phone number or purchase a new one

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: 30-day free trial

Cost: Plans starting at $19.95/user/mo

7. Dialpad

Features:

  • Voice, video, text sharing on any device
  • AI tech to transcribe calls
  • Add and edit employees and users
  • Encourages remote working
  • Business SMS
  • Integrations: G Suite, Salesforce, Zendesk, etc
  • Analytics
  • Call routing

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: 14-day trial

Cost:

  • Standard — $20/user/mo
  • Pro — $30/user/mo
  • Enterprise — contact customer service for a quote

Dialpad offers discounts if paid annually instead of monthly.

8. Zoom

Features:
Single app for voice calls, video, meetings
HD audio
Voicemail
Call recording
Video and web conferencing
Integrations: Salesforce, Microsoft 365, G Suite

Set-up fees: No

Long-term contracts: No

Free trial: 14-day trial

Cost:
Basic — Free
Pro — $14.99/mo/host (up to 9 hosts per account)
Business — $19.99/mo/host (10+ hosts per account)
Enterprise — $19.99/mo/host (100+ hosts per account)

9. Jive

Features:

  • Convert computer, mobile into calling device
  • Free video conferencing
  • Screen sharing
  • Unlimited SMS and messaging
  • Auto-attendants
  • Call queues
  • Integrations
  • Voicemail and fax

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: First month free

Cost: Contact sales for an exact quote.

10. OnSIP

Features:

  • Polycom phones included
  • Unlimited voice and video calling
  • Call parkingCall recording
  • Sayso website chat
  • Ring groups
  • Announcements

Set-up fees: No

Long-term contracts: N/a

Free trial: Yes

Cost:

  • Unlimited —$18.95/user/mo (includes phones and headsets for 5+ users)
  • Basic — 49.95/mo per account + 2.9¢ per minute

11. PanTerra

Features:

  • System suitable for multi-location and remote users
  • Team collaboration features
  • Free SIP phones
  • Mobility on any device
  • Contract discounts

Set-up fees: No

Long-term contracts: no; cancel anytime

Free trial: 30-day trial

Cost:

  • New Customer offer — $14.96/user/mo
  • Get an exact quote by contacting customer support

12. 1-VoIP

Features:

  • Call forwarding
  • Call recording
  • Extension transfer
  • Auto-attendant
  • Call queues
  • Phone included with the Professional plan

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: No

Cost:

  • Contact sales for an exact quote.
  • Metered — $14.97/mo/extension
  • Corporate — $19.97/mo/extension
  • Professional — $29.97/mo/extension

13. Mitel

Features:

  • Unlimited calling and conferencing
  • Integrations: Outlook, G Suite
  • Video collaboration
  • Web conferencing (desktop sharing)
  • Mobile apps

Set-up fees: No

Long-term contracts: N/a

Free trial: N/a

Cost:

  • Essentials — $20.99/user/mo
  • Premier — $26.59/user/mo
  • Elite — $38.49/user/mo

14. ClarityTel

Features:

  • Virtual PBX
  • Unlimited calling
  • 40+ calling features
  • Call recording
  • Call transfer and waiting
  • Logs and activity reports
  • Mobile connect and apps

Set-up fees: No

Long-term contracts: No

Free trial: 30-day money back

Cost: Plans starting at $14.99/mo/line. Contact customer support for an exact quote.

15. Intermedia

Features:

  • Free business phone for every user
  • Conferencing calling
  • SIP trunking
  • Contact center reporting and analytics
  • IVR and call routing

Set-up fees: No

Long-term contracts: No; cancel anytime

Free trial: N/a

Cost: Contact customer support for a price quote.

Get VoIP For Your Small Business

Global Call Forwarding offers outbound calling and various call center features for businesses across the globe. These features encourage communication across borders through reliable and high-quality calling. To learn more about VoIP providers and how we can help you build a strong cloud phone system, call us at 1 (888) 908 6171 today!

3 common IVR mistakes how to avoid them

3 Common IVR System Mistakes and How to Avoid Them

An IVR system, when created right, can positively influence office productivity and efficiency. You can improve caller experience while distributing calls effectively and evenly with an automated system. However, there …Read More »

An IVR system, when created right, can positively influence office productivity and efficiency. You can improve caller experience while distributing calls effectively and evenly with an automated system. However, there are some common mistakes often made when designing an IVR system and we’ll highlight them in this post.

Designing an IVR System

An IVR system or interactive voice response system is meant to ease the burden on the caller and the receiver. This is especially useful for companies that have large incoming call volumes. The interactive voice system, if executed properly, can reduce wait times, assist callers in completing tasks themselves, and also transfer the call to the right agent or department.

Thanks to growth in telecommunications, IVR technology has advanced to the point that it can be fully automated and operate without an agent needing to interfere. It will answer calls by using prerecorded messages and prompts to help callers navigate and find a resolution, to help them help themselves. And yet, there are some areas where you may fail when designing the system. Let’s look at the top 3 along with some other common mistakes.

1. Making the Prompts Too Complicated

When callers contact your business, it is usually to make an inquiry or have an issue resolved. And so in such cases, the sooner they can get assistance, the better. If your prompts are too complicated or too vague, callers may have trouble navigating the automated IVR system. It may prove hard for them to find the right answer for their concern. Additionally, if your prompts are too detailed and long, chances are, they may forget the options due to zoning out or not paying enough attention. This will result in misplaced calls and generate more frustration.

Solution: Provide only necessary information, keeping it simple.

Consider the value of each statement and see if you can redo it to provide basic information in less than two sentences. Remember: less is more. And reducing wait times is important as well.

2. Providing Too Many (Irrelevant) Menu Options

When designing your IVR system, keep in mind that while you want to provide as many options as you can, you do not want to overwhelm your callers. Confused callers will select the wrong option and end up in the wrong department which defeats the purpose of having an automated system.

Solution: Arrange menu options in easy-to-follow categories.

Consider the most common issues or concerns that arise and create menu options accordingly. This way, callers won’t get confused and will find what they are looking for quickly. Check out our article about IVR strategies for ideas on how to map out your system.

3. No Satisfaction Survey

It is important to know how your IVR system is doing and how callers are interacting with it. The whole point of such a system is to improve caller experience and increase customer satisfaction. Therefore, it is essential to study if your callers are satisfied with your customer service efforts.

Solution: Include a customer satisfaction survey.

You may choose to include an automated survey at the end of the call or send followup email or text messages. Remember to first ask your caller if they’d be interested in providing feedback before sending them IVR survey material.

Some Other IVR System Mistakes to Consider

  • Recordings that are unclear or of poor quality
  • Not enough language preferences
  • Poorly organized information
  • Long wait times or no approximate wait times
  • Jarring hold music or voice volumes
  • No call-back options
  • Hard to reach live representatives (in the case of fully automated IVR systems)
  • Outdated information

Create Your Ideal IVR System

Testing and feedback are two important aspects to take into account when setting up your IVR system. You want to make sure that it creates an easy-to-follow and comfortable experience for your caller. To learn more about IVR and how you can get the service, call us at 1 (888) 908 6171.

tech high call volume

Tech Tips for Managing High Call Volume

Is your tech company having trouble handling its incoming call volume? Are you afraid of losing strong potential clients? Then, it may be time to start considering virtual communication tools …Read More »

Is your tech company having trouble handling its incoming call volume? Are you afraid of losing strong potential clients? Then, it may be time to start considering virtual communication tools such as virtual toll free numbers, an IVR system, and call recording.

Handling Call Volume with Cloud-Based Tools

As a tech company, your call volume most likely consists of users and customers calling for product queries, help with the purchasing process, or tech support. Whether you have a small or large customer support team, it is important to answer and resolve every call. More importantly, you want to ensure high first-call resolution rates. So, how can you do this? By providing easy means of communication and using automation to distribute calls evenly and appropriately.

Virtual Toll Free Numbers

Toll free numbers for tech companies are a preferred business number type because they offer a free option for customers to call your business. Calls made to these numbers charge the receiver instead of the caller which is why callers don’t hesitate to dial away. Furthermore, with a virtual toll free number, you only pay what you subscribe to with your virtual provider. And this is significantly inexpensive.

Additionally, virtual numbers come with many advanced features meant to improve your office system. For instance, you can use call forwarding to redirect calls to specific numbers or during specific times of the day. You can record incoming and outgoing calls. Use an IVR system to distribute calls through automation. And even have incoming faxes and instant messages delivered to your email. These features can help you organize your communications better so that you are able to serve each customer well.

Organize with an IVR System

An interactive voice response or IVR system can support you during low and high call volume periods. This automated voice response can answer incoming calls, identify the purpose of the call, and assist callers in achieving resolution. For example, tech companies use IVR to sort through calls made for customer service, product activation, payment and accounting concerns, etc. Calls get immediately redirected to the right department without the caller being bounced back and forth.

The IVR system uses pre-recorded messages and rules determined beforehand to help callers navigate. In some advanced cases, the IVR system may even be able to provide troubleshooting suggestions or help the caller make a payment, and so on. This is useful as it can take care of callers when agents are busy on other calls. It also helps reduce the amount of time agents spend on simple calls which frees them to focus on more complicated matters.

Call Recording Software

A call recording software is another way to support call volume. By recording calls, agents can refer to them in the future to avoid misunderstandings and errors. It is an excellent way to track customer information, alongside CRM note-taking.

Agents answer hundreds of calls per day and assist many callers with their concerns and issues. Listening to past recordings can help refresh agents’ memories regarding specific calls or clients. And this will ensure that they provide the best service possible.

How Can Global Call Forwarding Help?

Global Call Forwarding is the leading provider of virtual business phone solutions in the world. We offer a variety of virtual numbers such as toll free, local, and international numbers. Furthermore, you can access key tools and features to better organize and control your call volume and focus on providing quality customer service. Good customer service leads to higher customer satisfaction rates, which is necessary for the effective functioning of any business. Want to learn more about how we can help your specific business? Call us at 1 (888) 908 6171 to talk to an expert.

5g

5G is Coming – What does that mean for you?

4th Generation technology (4G) is what we’ve all become most familiar with as we use our cell phones to send text messages, download information, and search the web. 5G (5th …Read More »

4th Generation technology (4G) is what we’ve all become most familiar with as we use our cell phones to send text messages, download information, and search the web. 5G (5th Generation) technology will take 4G to a new level. The infrastructure of 5G is modeled around software, which limits the interruptions that tend to affect 4G connectivity, such as dead zones and wifi interruptions. This is good news for business owners who prefer mobility to a traditional office space. As the number of virtual businesses continues to increase, working on-the-go is becoming the new normal, which means an interruption in mobile connection can negatively impact companies and professional relationships.

Technology excites us because it’s constantly evolving and introducing us to new concepts. Looking back over the past five years, technologies now exist that we would have never thought possible. These innovative systems are changing the way we work and live on a daily basis. 5G is one of those technologies that will make the unimaginable tangible and easily accessible.

So, 5G is coming, what does that mean for you? Most of us are working with mobile technologies as we run businesses and hire team members within our company. We know what 5G can do for the general consumer, but 5G will also change the world of business. With 5G, workers can get more done. 5G will also serve as a competitive tool that increases productivity and opens the door for new employment and business opportunities.

What 5G means for your business

Almost everyone has a cell phone to make phone calls, handle work-related tasks, and also download apps, games, and music. As mobile technology continues to improve and connect more networks, our devices are already operating at a speed that may have seemed impossible in the past.

5g
Source: Stockphoto.com O#23559 – ID#100196235700

Here are some points to consider:

If you download a movie or large files, how long does it take? For many people, the answer to this would be a few minutes or maybe even an hour. 5G technology is 10 times faster than 4G, meaning that data transfers in seconds instead of minutes. With 5G, large downloads could take about 5 seconds.

Unlike 4G technology, 5G has been built around the concept of software instead of hardware. Therefore, 5G is less expensive to use and update. 5G technology pairs perfectly with virtual phone systems because virtual phone numbers are also based on software and online connectivity, instead of hardware that has to be replaced every time changes occur within the system or upgrades are needed.

5G is Coming. What does that mean for your customers?

Consider the fact that we are all consumers living in a world where we are constantly introduced to more technology. These technologies are smart and the response times continue to get shorter. As a business owner, you can’t remain competitive if you don’t offer immediate solutions and customer service.

If you are an entrepreneur using a virtual phone number to provide customer service, the amount of time it takes you or your team members to assist customers will have a direct impact on your number of sales and loyal customers. The amount of time modern consumers are willing to wait continues to shorten, but the instant transfer of information with 5G means information will be available at our fingertips almost instantly.

5G is Coming – What does that mean for your employees?

You can expect customers to call your virtual phone number in need of assistance. To properly assist them, you will need to have their information and product guides readily available when needed. Today, pulling up information during a call means sifting through multiple files and online databases. With the introduction of 5G, software connections will be far more advanced.

5G will allow needed information to be shown instantaneously without the usual delays. This upgrade will help customer service representatives better assist callers because they will be able to diagnose and work on the issue quickly.

Working quickly brings more business because agents can handle more calls. Simultaneously, customers will feel that you are more reliable. With such a powerful increase in speed and reliability, your company can accommodate more sales and incoming calls. As agents work faster, there will also be more time for them to take breaks and handle other important tasks.

5G is Coming – What does that mean for your metrics?

Sharing current information with everyone at the call center is one of the best ways to analyze strategies and create new approaches. One of the main details to track is the reason why callers are exiting phone calls. Were they on hold too long? Did they find the answers they needed?

While some companies receive customer reports and other key metrics on a weekly basis, 5G will allow companies to generate and update reports in real time. This high level of transparency will naturally motivate everyone to do their best. With 5G, you can expect higher levels of productivity and healthy competition as a result.

the importance of a virtual phone system

The Importance of a Virtual Phone System for Businesses

Many businesses are beginning to see how necessary it is to use a virtual phone number to connect themselves with their current customer base and as a great tool to …Read More »

Many businesses are beginning to see how necessary it is to use a virtual phone number to connect themselves with their current customer base and as a great tool to establish connections across new markets. This new technology allows sales teams to establish contact in local and international regions for more affordable prices than ever before. This affordable service also comes with many features, like time of day routing, call recording and customized voicemail greetings which were previously very costly features in the past.

Most entrepreneurs don’t start off with a lot of disposable capital that they can use on fancy corporate offices. Most small business owners have to invest every dollar earned in the early years for growing their company. Many small businesses don’t survive as a result of wasting money on unnecessary resources. Entrepreneurs in the know realize that when they’re trying to grow their businesses, having a virtual phone number is a great investment that will be rewarded at a tremendous rate. Virtual phone numbers keep you connected and relevant in today’s markets, without a major financial commitment

Read on to discover four reasons why it is important for your business to have a virtual phone number:

Work From Anywhere

With all of the features a virtual phone system provides, there is no need to sit by the phone in your office. With call redirection services, you can take important phone calls when you’re traveling or working from home. And there is no delay for the caller to get in touch with you. They simply dial the same number as your office and you are instantly connected to your mobile phone or the device of your choosing. Missing phone calls is nearly impossible, but if you do, you can even forward voicemails as MP3s or text messages through to your email or fax machine. So no matter where you are, you can remain connected.

lady icons
Source: Stockphoto.com O#100012355324

Call Forwarding

Similar to the way that you can redirect your office phone to your cell phone, you can also redirect calls to their proper departments within your company. Using a handy greeting menu, callers can choose an option on their keypad that will redirect them to the best person to help them out. And if that customer decides that a customer service issue actually was meant for the sales department, the sales department can easily take over and redirect them to the proper place themselves. On the other hand, if you are waiting for a very important call and need to go into an emergency meeting but cannot afford to miss the call, you can always redirect them to someone who is available during that time frame to take the call. The best part is that when you’re away, you don’t have to worry about missing any important calls; you can even set an away message. Whether you’ve stepped out to lunch or went home for the day and need to spend time with your family, you can notify your clients why you cannot come to the phone and redirect them to an alternate means of communication, or details on when they will be called back.

Better Customer Service

The best way to see your business grow to new heights is to have stellar customer service skills. After all, loyal customers are the lifeblood of any business. The best way to excel in your customer service skills is to be available to your customers at all times. Features like simultaneous ringing and sequential forwarding mean that your customers will never have to hear a busy tone when trying to reach you.

Easy To Grow With

With the number of different plans available from virtual phone system providers, you can easily find one that meets your current demands. However, sooner or later your business will begin to grow and you will demand more from your service provider. Service providers like Global Call Forwarding will grow with your company and offer several different plans that will work with you at any stage of development, along with the additional services you may need for maximum efficiency in handling your communication needs.

understanding sip trunking

Understanding How SIP Trunking Works

Hearing the phrase SIP trunking everywhere but don’t know what it means or if it can impact your business? SIP trunking can give your office phone system a boost by …Read More »

Hearing the phrase SIP trunking everywhere but don’t know what it means or if it can impact your business? SIP trunking can give your office phone system a boost by connecting different extensions through the internet. Let’s have a look at what SIP trunking is and if your company needs a new phone system.

SIP Trunking: What Is It?

Session Initiation Protocol (SIP) is a means of initiating and sending voice and other unified communications services through the internet. And SIP works with IP-enabled private branch exchange systems (PBX). A PBX system connects incoming calls with any extension within your company. Before SIP options were available, calls were made through public switched telephone network (PSTN) lines. But now, SIP trunking takes this a step further by enabling the PBX to send and receive calls via the internet eliminating the need for standard PTSN. And so, SIP gives voice over internet protocol (VoIP) capabilities to your regular PBX. It works with virtual phone lines that run through bandwidth data.

VoIP capabilities enable the ability to transmit voice, text, video, image, and other files from one system to another. And companies are increasingly switching to VoIP office systems to streamline and organize their internal and external communications. With SIP trunking, you can stay connected with your team as well as your customers through different mediums.

Benefits of SIP Trunking: Changing the Way Your Company Communicates

There are many benefits to incorporating SIP trunking and VoIP into your communication solutions. Virtual communications make it easier to converse through different mediums reliably. And they open doors for your business by expanding your reach and ensuring clients can connect with you from anywhere. Additionally, you can get virtual phone numbers from a service provider like Global Call Forwarding that works alongside your virtual office system. So, what are the many benefits of SIP trunking?

  1. Easier on the Pocket: VoIP is known for providing high-quality service at cheaper and more reasonable rates. And it becomes even more worth it when you consider that it is transmitting multimedia files at those rates, something traditional lines cannot do.
  2. Supports and Encourages International Calling: For businesses with an international clientele, SIP trunking can help reduce your long-distance calling charges. And this is simply because the call is routed over an international call forwarding service through the internet. You can get virtual numbers such as toll free numbers or local numbers.
  3. Offers Unlimited Number of Channels: SIP trunks host an unlimited number of channels so you can use it no matter what your bandwidth is. Sold in smaller quantities, these lines are easy to set up and more cost-effective than traditional lines which sell in bundles of 23. And you can have multiple virtual lines running through the system.
  4. Improves Scalability: SIP trunking also allows you to scale up or down easily as lines can be added in gradually based on your need and convenience. And, you can increase capacity at any time.
  5. Reliability: Since SIP trunks work on broadband internet connections, they can enter and cover different geographic areas. And so, with SIP, you can set up and manage unlimited geographic and non-geographic numbers. This is perfect for companies with remote offices and employees.

Improve Communication Systems With SIP and VoIP

SIP trunking doesn’t require a lot of new and expensive equipment and is very easy to set up. You can contact an internet service provider, virtual phone service provider, or SIP provider to learn more about how you can use SIP trunking to support your business. Enhance your company’s communication system with SIP and VoIP today.

top voip speed tests

Top VoIP Speed Tests (As of December 2019)

Think your VoIP connection is lacking something? Use one of these top VoIP speed tests to measure internet performance and quality. This way, you will know where your VoIP connection …Read More »

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

Top VoIP Speed Tests

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

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

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

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

As of December 2019, these are the companies that provide the top VoIP speed tests that will help you understand where your VoIP service needs work.

ZD NET

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

Freeola Broadband Line Quality Test

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

Speedtest

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

8×8 VoIP Readiness Test

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

Voiptoners

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

Ping-test.net

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

OnSIP VoIP Test

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

MegaPath Speed Test Plus

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

Bandwidth Place

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

Why Testing Your VoIP Speed is Important

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

what is the meaning of an outbound call?

What Is Meant By Inbound And Outbound Calls

What Is The Meaning Of An Inbound Call? Inbound calls are types of calls that a customer makes in order to connect with a contact center or a call center. …Read More »

What Is The Meaning Of An Inbound Call?

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

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

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

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

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

What Is The Meaning Of An Outbound Call?

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

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

Are Outbound Calls Effective?

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

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

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

The typical nature of an outbound can include:

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

What Is An Inbound Call Center?

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

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

Inbound call centers provide the following services:

  • Reservations, scheduling appointments, registrations
  • Customer service – respond to complaints, take inquiries, and requests
  • Order entry and processing, along with taking sales orders
  • Support for customers, as well as internally for certain businesses

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

Most businesses take advantage of incurring the cost of inbound calls on a “per minute” charging basis compared to incurring the financial burden of acquiring calling equipment and staff that the task needs.

What Is An Outbound Call Center?

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

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

These are some of the uses of outbound call centers:

  • Great for proactive customer service – delivery arrangements, informing customers about delays in delivery or other services
  • Sales calls to prospective customers
  • For booking appointments/ appointment setting
  • A method used for acquiring market research
  • Consumer satisfaction surveys
  • Sales calls to existing customers – upselling or cross-selling
  • Sales calls to existing customers – renewals

What Are The Differences Between Inbound And Outbound Call Centers?

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

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

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

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

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

The Pros and Cons of a VoIP Home Phone

The Pros and Cons of a VoIP Home Phone

Debating whether it’s time to ditch your traditional phone line and switch to a VoIP home phone system? The mere fact that you are considering this means that your current …Read More »

Debating whether it’s time to ditch your traditional phone line and switch to a VoIP home phone system? The mere fact that you are considering this means that your current phone system is not satisfying your communication needs. And moving to a new one may seem like the answer. Everyone’s talking about how VoIP systems have revolutionized the way we communicate. However, it is necessary to consider the pros and cons before making any big decision that requires change.

VoIP Home Phone: Pros and Cons

Before we look at the advantages and disadvantages of having a VoIP home phone system, one needs to understand what VoIP is. A voice over internet protocol (VoIP) system works over the internet. It takes voice signals, converts them to digital signals, and sends them over broadband (internet) lines. And so, with VoIP, you can make voice calls over the internet instead of over traditional phone lines. All you need then is a reliable internet connection. And, you can basically make calls from anywhere to anywhere as long as you have good bandwidth since they route calls over the internet. Additionally, you can answer calls on any device such as desk phones, smartphones, iPads, tablets, laptops, etc.

So, why do we recommend a VoIP home phone and what are some pitfalls to keep in mind?

VoIP: A Convenient and Easy Communication System

When asking for recommendations, most VoIP users will tell you the same thing: VoIP systems are very convenient. They are easy to set up and use and they keep you connected at all times. Here are some ways VoIP home phone systems are perfect for your communication needs.

1. Affordability: The main and most attractive feature of a VoIP home phone is its affordability. These systems cost very little to set up and then you only pay for the plan you select with your virtual phone service provider. Each provider has a variety of plans depending on your calling needs including pay-as-you-go plans. And so, you can pay for what you use and nothing more. And since they route calls over the internet, you can also make long-distance and international calls at cheaper rates.

2. Portability: These phone systems can be set up on your own, which makes them easy to travel with. You can set the system up anywhere as long as you have a good internet connection. And you can access any information about your plan or manage it through the provider’s website or mobile app. All your features and benefits come along with you, and you don’t need to change your number when you move. With how digital our society is becoming, this is a perfect way to set up your system so you are reachable no matter where you are or go.

3. A Multitude of Features: But what users love most about a VoIP home phone is the variety of features you can use. You can conference with other people, identify who is calling you with caller ID, and forward/direct calls to other numbers. Some VoIP providers also offer video calling options. And so, when selecting a VoIP provider, look at what they can offer you and how you can make the most out of those features.

4. Enables Multitasking: Additionally, VoIP is not limited to voice calls only. It allows users to send images, videos, audio, and documents, enhancing the way you communicate and share stories. So, if you think about it, you can conveniently work from home with a VoIP home phone. You will always stay connected to clients and employers and send and receive important files through your phone system.

Where VoIP Fails

While VoIP phone systems have many benefits, there are a few downsides. Here is a brief look at them.

Internet Requirement: The biggest drawback for a VoIP home phone system is the constant need for a stable and reliable internet connection with strong bandwidth. Because of this dependency, if you don’t have a strong network, your call quality may drop.

Emergency Calls: Although many companies are gradually starting to offer emergency calls, not all VoIP providers currently offer it. Additionally, there is limited location tracking for 911 calls made from these systems. And so, unless you can provide an address, help may be sent to the wrong address.

Time to Get a VoIP System for Your Home?

Keeping these factors in mind, if you are ready to move to a more online method of communication, all you need is a virtual number to go along with your virtual phone system. Sign up for one with us today or call us at 1-(888)-908-6171 for more information.