Category: Tech

Someone may wish to record a phone call for any number of reasons, but it is important to take into consideration that there are both federal and state laws pertaining to the recording of calls. Being aware of legal issues regarding call recording is important for companies, in particular, who wish to record all customer service calls, as an example. United States federal law requires that at least one party taking part in a call be notified that the call is being recorded.

In addition to federal law, there are laws in some states that require only one party to be notified of the call recording, while other states require two parties to be aware of the call recording.

All-Party Consent States

Approximately 13 states in the United States require all parties to consent to a call recording. Those states include California, Connecticut, Delaware, Florida, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania, Vermont, and Washington State.

Call Recording in the UK

In the United Kingdom, there are several laws that cover the practice of recording phone calls. Unless you are able to guarantee that the call recording will not be shared with any third party and that the call is being recorded to either gather evidence, prevent a crime, or ensure regulatory compliance, it is the safest bet to consider the United Kingdom a jurisdiction that requires all parties of a phone call to consent to a call recording.

Canadian Laws on Call Recording

In Canada, there is an established single set of rules for all call recording, which is built into its electronic privacy law. Canada also has an all-party consent approach so that in order for a call to be legally recorded, a person/business must notify the others on the phone call that the call will be recorded, what the purposes of the call recording are, and that the call may only be recorded with the consent of every person on the phone call.

Call Recording in Ireland

Ireland also requires all party consent in order for a call to be recorded legally. The purpose of the call recording must be explained in detail to each participant of the call and each party on the call must give informed consent.

When companies are considering implementing a recording of phone calls for both outbound and inbound calling, it is customary to hear some type of default message that is either pre-recorded or stated by a company staff member. One that is heard commonly in announcing the recording of calls is, “For quality assurance, this call be recorded.” Another common one is, “This call may be recorded for quality assurance purposes.”

Some of the reasons companies may wish to record calls are for records-purposes. That is, if there is a dispute regarding an agreement regarding a contract or a payment, the company has the recording to fall back on for review and resolution of the dispute. Call recording is also used in order to support the improvement of customer service practices and for staff training purposes. For example, a recording may be used to demonstrate to new incoming staff members how a particular situation should be handled. In the same way, a call recording could be used to show new incoming staff members how a situation should not be handled. Call recordings can be very useful for staff training.

Legal issues regarding call recording can be complicated and sometimes controversial. It is the choice of a business owner to comply with all relevant regulations and any industry standards. Accomplishing the task of compliance requires careful research related to which laws apply to particular types of businesses. Legal issues regarding call recording also encompass a variety of call recording functions. These include, but are not limited to, issues of participant consent, regulations regarding the storage of recordings and the legality of putting a pause on and then resuming any live recordings.

In order to research legal issues regarding call recording for a call center, for example, a number of agencies and resources must be checked to ensure all aspects are covered in recording calls from and to various areas.

As it is easy to see, legal issues regarding call recording vary from state to state within the United States and they also vary from country to country. For a business that operates in various countries, it may be simpler to adopt an all-party disclosure and consent rule rather than aim to investigate and follow the rules of each market the business works within. Making sure that you and your legal team has a clear understanding of legal issues regarding call recording and always obtaining consent when in doubt is paramount.

Failing to address the challenges that arise when companies due to poor communication within a company is a recipe for disaster. Miscommunication leads to losses in productivity, creates tension amongst coworkers, and results in a higher turnover rate.

Overlooking internal communication issues in your company also makes the hiring process much more difficult because the lack of communication makes it harder to translate company goals to new team members. When a new hire is brought into the business, it’s difficult for the individual to learn or seek guidance from other team members because there isn’t a clear path to follow or specific strategies for success. Furthermore, team members will not know how to properly represent the company.

The Importance of Improving Internal Communications In Your Company

Why is improving internal communications in your company so critical? There are many answers to this question, but one of the main reasons would be harmony and balance must exist between coworkers and management to build trust and encourage open, honest dialogue.
A lack of proper communication has a major impact on productivity and it can be the difference between reaching company goals and falling short on completing critical tasks.

Another negative impact of miscommunication is a high turnover rate. Turnovers cause companies of all sizes to lose money because the business must invest in the hiring and onboarding process, not to mention the training and compensation of new employees. When a new hire leaves unexpectedly, the process must start over and it will require more funding. When this happens on a frequent basis, the high turnover rate also brings the integrity and management of the company into question.

Strive Towards Improving Internal Communications In Your Company Regularly

Many business owners wonder what specific methods can be implemented to improve internal communications in your company. This answer will depend on your unique company structure and team, but there are actions that every company should take to improve their ways of communicating.

Internal communication can be improved in your company with the right mindset, transparency, and the use of technology. Whether your business is large or small, communication is key.

These key methods should be helpful for companies striving to communicate and improve their workplace with more clarity and efficiency.

Establish A System For Sharing Information

One of the biggest communication errors companies make is deciding to use a middleman to relay information. This can go wrong for various reasons. If communicating information between select employees, they may not understand the importance of making sure that everyone on the team receives the message. With so many daily tasks to handle, it’s easy for team members to forget sharing information that is not related to the immediate task at hand.

Another conflict that may arise from handing off information and priority documents to specific employees is the possibility of favoritism. If your staff feels that only one person or a few people on staff can be trusted with sensitive information, it may result in tension in the workplace. Hence, another reason improving internal communications in your company will be necessary.

Maintaining a high level of transparency through the use of technology is the best way to avoid communication gaps. This is crucial for improving internal communications in your company. There is a wide selection of cloud communications technology that will allow managers to quickly upload important documents and notes so that all employees can access with just a username and password. When looking to share quick notes and attachments, there is the option of Dropbox, along with team messaging services such as Slack and WhatsApp for constant convenient communication. These apps also allow employees to give their input and ask questions in real time and read responses on similar topics.

Host Online Meetings

Consistent meetings are great for improving internal communications in your company. Just as the internet allows companies to share important documents, businesses can also use online technology to host online meetings, which is especially beneficial if you are working with remote teams.

Remote teams will not be able to attend most company meetups due to their location or time zone differences, however, this can be easily supported. The best way to make meetings convenient and cost-free for everyone is by using cloud phone numbers for conference calls or video messaging. Employees appreciate this because a feeling of inclusion through the sharing of information is great for team morale.

Hosting meetings online makes sure that everyone has access to the same information, eliminating silos and hierarchy. Hierarchical environments can make employees feel isolated, and this can make everyone more reluctant to communicate openly. This resentment often results in a loss of motivation and prolongs the time it takes for teams to take action and achieve success.

Define Your Company’s Mission and Set Goals

You know your company goals and mission, but do your employees know? When your aim is improving internal communications in your company, this is really important to set a foundation. Discuss company goals in meetings and have your company mission statement clearly visible in the workspace and online. These reminders will help keep everyone on track while helping employees better assist customers.

Understanding a company’s goals and mission creates a better customer service experience because representatives will demonstrate more confidence in their role and product knowledge. Along with in-depth knowledge, customer service associates will be able to provide support while respecting the tone and communication style of the brand.

Effective communication is essential for your business to succeed. Not only does it transform the way your team works together, but it also reduces in-house conflicts and redundancies. If you communicate effectively, your employees will like you and will listen to you. So, what is effective communication and how do you develop it?

What is Communication?

Communication involves the exchange of information and the method used to make this exchange. In a company, whether it’s a small business or a global corporation, communication is the means by which people exchange information about various business operations. Maximum effectiveness of communication within any organization is very desirable. Here are the elements of effective organizational communication. It is necessary for it to be:

• Verifiably factual: Optimal communication is comprised of information that is completely factually correct.
• One hundred percent complete: It must express absolutely every important piece of information that needs to be said.
• Completely accurate: As well as being complete, communication must be completely accurate.
• Well-targeted: The information you are communicating must be aimed at the right group of people within your organization.
• Easy to understand: You must organize the information so that the people who are listening to it do not need to spend a lot of time processing it to understand it.
• Timely: The information you are conveying must be passed on at the right time.

Why Effective Communication is Vital for Your Business

Ineffective communication can cause all sorts of issues within your company. Workplace risks, incoherent policies, and under-performance are just a few. Optimal communication is key for decision-making and for allowing the flow of back and forth communication through your organization’s vertical channels.

A further benefit of effective communication is that it assists with cross-departmental coordination. This enables your organization to not only have a highly efficient system, but also one which is optimally collaborative, so that all your departments, be they marketing, HR, admin or acquisitions, are all aiming for the same goals.

Strategies for Developing the Most Effective Communication

Here are some measures to help you develop more effective communication throughout your company.

1. Make the most of multiple channels

By using more than one communication channel, you can establish exchanges of information that might not happen otherwise.

2. Improve two-way feedback

Nurture a positive environment and a sense of mutual respect by asking for and giving feedback throughout your organization.

3. Keep the steps to communication short

By making it easy for intra-communications to take place at and between all levels, you ensure improved fidelity in the exchange of information.

4. Be mindful of clarity

Encourage an organizational culture that always aims for sensitivity to the needs of the recipient of the information.

Strategies to Make You an Strong Communicator

If you introduce these tactics into your daily routine, they can help you become a more effective communicator.

1. Lead by example

Practicing what you preach goes a long way in the business world. If you always deliver on your promises, people will follow you because they trust you, so it always pays to be genuine and honest.

2. Keep it simple

Don’t over-inform your team. Too much information just causes confusion. Simply say what you mean; in the world of communication, less is always more.

3. Be authentic

Always strive to be the best version of yourself that you can be. Be who you are, and your team will know you are expressing yourself honestly.

4. Be here now

Always be present. That doesn’t mean that you can’t take a break from work from time to time, but when you are working on planning and strategy, be focused and be visible to your team. Make sure your presence does not go unnoticed. Always allow people a chance to see you around the company.

5. Leave your door open

Make sure that your team members feel they can talk to you when they need to. If you can’t leave your door open all the time, then schedule a time at least once a week when you can. That way your team will know that they can count on you.

6. Encourage self-improvement

Every time a member of your workforce learns a new skill, it’s better for your company as a whole. Many companies support continued education within or outside of the workplace. If you can’t support your employee’s self-improvement financially, at least try to maintain a little flexibility with their schedules.

7. Support vacation time

The last thing you need is a workforce that is burned out and unproductive. To make sure this never happens, be supportive of vacation time. Your team will be much more productive and creative if they are well-rested and refreshed.

Remember, improving your communication skills and strategies can make for a more productive workforce and more loyal employees.

If you are a business owner you’ve probably asked yourself which would be better for your company, a UIFN or ITFS number? There are a few key differences between these service numbers that you should learn about before making your decision.

What are UIFN and ITFS Numbers?

Before we delve into the differences between these types of international phone numbers, let’s do a quick recap of how these numbers function:

ITFS Numbers

ITFS stands for International Toll-Free Service. An ITFS number works like any other toll-free number, allowing customers to contact businesses without paying for the call. Calls made to an ITFS number can be delivered to other countries with international call forwarding. For example, your Mexico-based business has customers in South Africa. You can get a South Africa toll-free number and forward incoming calls to your office in Mexico. Callers from South Africa won’t be charged for the call.

UIFN Numbers

Universal Free Phone Numbers (UIFNs) are toll-free numbers accessible from multiple countries participating in the UIFN program. When you choose this service, your business can advertise one number across multiple countries. Companies that benefit most from universal numbers are Software Services and Data Centers, Patient Care and Clinical Rehabs, Medical Research Companies, and Universities.

Understanding Whether Your Business Needs UIFN or ITFS Numbers

Since UIFNs seem like the more convenient option, should every business just use a UIFN? Why not just get one number for many countries, rather than one for each country? It sounds like the better option, but there are difficulties with universal numbers.

Global Call Forwarding offers both international toll-free numbers and universal numbers. Our experts can help you determine what type of number will best suit your business communication needs. Let’s look at the key differences between UIFNs and ITFS numbers.

1. Coverage

Currently, only 62 countries participate in the UIFN program regulated by the ITU. In comparison, you can get international toll-free numbers from more than 160 countries, including hard-to-reach and remote locations. You have a better shot at extensive global coverage if you go with ITFS numbers.

2. Formatting

Callers trying to call a UIFN number must dial their country’s international access code. Otherwise, they will not be able to connect to the business. This means that callers will need to dial their international dial / access code (IAC) followed by the toll-free prefix and the 8-digit subscriber number. Most callers may not know what the IAC or their country code is, leading to obstacles in calling your business. Learn more about how to dial a UIFN number here.

International toll-free numbers, on the other hand, look just like regular toll-free numbers, making them familiar and easier to dial.

3. Restrictions

Certain countries have restrictions placed on universal numbers. For example, in the Netherlands, UIFN is not required by law and therefore some phone providers do not offer voice access through their service. In New Zealand, UIFN numbers can only be dialed through two service providers, Vodafone and Telecom New Zealand.

In addition, people calling a UIFN from certain countries might hear a message that they’re being charged for the call. This can be discouraging to some potential customers.

ITFS numbers do not have these restrictions. In Taiwan, hotels are required to allow guests to dial ITFS numbers but not UIFN numbers. Such restrictions make international toll-free numbers a better choice.

4. Expenses

A universal registration fee is required before you can start using your UIFN number. On top of that, there is an annual maintenance fee and then monthly subscription charges for each activated country. Fees for ITFS numbers are paid by the provider instead of the business, making these numbers the cheaper alternative.

5. Advertising

ITFS numbers are also easy to advertise on your website. You can simply provide the numbers through a drop-down box and have the country correspond to the correct ITFS number. If you are advertising your number through more than just your website, you might want to consider using a UIFN number. After all, you don’t want your costly advertising efforts to go to waste.

Which Number is Ideal for your Business?

Specific companies will benefit from both UIFN or ITFS in different ways. If you only deal with a few international countries, then there is no need to have to pay the registration costs and annual fees of universal numbers, so ITFS will do just fine.  But if you have customers in many of the 62 countries included in the UIFN program, then a universal toll-free number may be perfect for your business.

Still unsure of what is the best solution for your communication needs? Consult with our telecom experts. We’ve been providing businesses like yours with toll-free and local phone numbers for over 25 years. Let us help you find the right business phone number so you can communicate with your customers with ease. Call us at +1 (561) 908-6171 or chat with us online!

Customer Service is Paramount

When your business provides excellent customer service, your customers will often become loyal for life. When your customers become loyal to your business they will talk about your business to their friends, family, and coworkers; perhaps anyone who will listen – and they will do all of this marketing for free. Businesses shouldn’t require money to provide excellent customer service in hopes of gaining a better reputation, they should genuinely be interested in making customers happy as part of their game plan. After all, customers are the lifeblood of your company and your livelihood.

It’s All About the Experience

There are several steps that you can take to create the best experience for customers, both existing and new. This is about more than just providing a great product or service; the customer needs to enjoy everything about your company, from your website, to your store, to how your team speaks with customers over the phone.

Customer Service Techniques

Check out these techniques for building excellent customer service for your business.

1. Know What You’re Selling
There is nothing more annoying than an employee who can’t answer a question about a product. You and your staff should be informed on how everything you sell works and why a customer would need it. You will make a lot more sales if your employees know the way to sell an item. Be sure that your staff is aware of common questions that may be asked.

2. Treat Everyone With Kindness
Every customer that walks into your store should be welcomed with a friendly greeting and a warm smile. If someone asks you for help, you should be genuinely interested in helping them out. When speaking over the phone, it helps to talk with a smile because it changes your tone of voice. People can easily detect over the phone if a person is happy or not.

3. Express Your Gratitude
Always tell your customers “thank you” whether they have purchased something or not. If someone walks in and browses through the store, let them know that you’re thankful that they stopped in. They may come back later with friends if they had a nice experience and simply weren’t interested in buying at the time. Never forget to thank the customers who do make a purchase, and you can send them off with a farewell greeting as well.

4. Provide Employee Training
Not only must employees be literate in what products and services the company is selling, it is also important that they understand how to handle issues if they come up. A properly trained employee will rarely need to refer to a manager.

5. Be Respectful
If a customer is unhappy with a product, try not to mirror their energy. Use a relaxing and kind tone of voice and remember to apologize even if you think you shouldn’t have to. Customers can get very emotional and it is important that you and your staff keep your cool in heightened situations. It can make the difference between getting a customer for life or losing one and risk them bad mouthing your company.

6. Listen Intently
Listening is an important part of communication, especially in the customer service sector. Customers will feel respected when they can tell that you have genuine interest in what they have to say. It will also help you to solve their problem faster and more effectively when you’ve really understood what they meant.

7. Respond in a Timely Manner
Customers do not like to wait. Whether that means offering to call them back so they don’t have to wait for an available agent or responding to an email, it means a lot when you can say you’ve received their request and are working on the solution. Just because you cannot solve their problem right way doesn’t mean they should be ignored. Communicate to all of your customers that you have heard them and will begin working on helping them with their issue right away. In a busy store setting, you might be helping out one customer and see another hover around waiting their turn with their question. Just by simply acknowledging their presence, you will be able to watch their demeanor change to a more relaxed state as they wait patiently while you finish up with your first customer.

8. Request Feedback
A successful business is always eager to learn ways to improve their products and customer service. You can gain feedback in several different ways. Questionnaires and customer surveys are popular techniques businesses use to get information from their customers. You can send these via email, by calling a phone number they provided, or some businesses will provide a website to visit printed at the bottom of a store receipt. As a customer completes an order in store, you can also ask them personally what they thought of the experience, or after completing a purchase online you can add a pop-up that will bring them to a page for feedback.

9. Meet the Customer’s Needs
Once you have received feedback on your products, services, and practices, you can incorporate what you’ve learned to improve your business. Perhaps people don’t like the way your website is setup, or the dreary colors on the walls in your store; take their input into consideration and keep on improving.

If you follow all of these techniques you can build customer confidence and your business will be on the fast-track to greater success.