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How To Record a Phone Call

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No matter which end of business you are on, you may need to learn how to record a phone call. This is significant when you need to remember important information …Read More »

15 Persuasive Words and Phrases to Use for Business Calls

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Every writer, marketing specialist, and salesperson will tell you: words are important. Most of the time, you are not consciously paying attention to what draws you to certain products over …Read More »

How to add Call Forwarding to a 4 Line Phone System

4 Line Phone System

Businesses ranging from large corporations to small businesses must continuously improve and maintain good customer relations. Therefore, the choices you make regarding what phone system or multimedia channels to utilize …Read More »

The Benefits of Buying Local Phone Numbers in Bulk

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Local numbers are a smart addition to any business. They give your business an authentic presence in particular target markets and make your company more accessible to individuals in local …Read More »

Top VoIP Speed Tests (As of December 2019)

top voip speed tests

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 »

Creating The Perfect Phone Tree Template For Your Business

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Want to ensure that your customers have a pleasant experience when contacting you? Your customers should think of your company as approachable and, therefore, feel comfortable reaching out when they …Read More »

How To Record a Phone Call

No matter which end of business you are on, you may need to learn how to record a phone call. This is significant when you need to remember important information or store important information that can be referred to later. It is not always possible or convenient to type out notes from a phone call. But a recording of that call gives you more time with the material. It also gives you time to review and learn from the quality of that conversation. And so, call recording is becoming an increasingly necessary tool for business communications, even more for companies looking to improve their customer service efforts.

How To Record A Phone Call for Business

You can choose how to record a phone call from a few different methods. But it depends on what type of phone system you have and what type of calls you want to record. For instance, do you want to record incoming calls only or outgoing calls, as well? Additionally, if the quality of the recording is important for your purposes, then you may want a call recording software that is designed specifically for good recordings.

It is important to note that there are federal and state laws regarding recording phone calls. To be careful, always ensure both parties verbally consent to being recorded, so that you don’t run into any trouble. Read the Federal Communications Commission’s (FCC) rules for information about call recording laws.

Call Recording to Boost Customer Care

Many companies, such as call centers and customer service businesses, use call recording to keep track of customer interaction. Recording calls and then reviewing them later can help to identify successes and areas of improvement. For instance, you can use recorded calls to train or monitor employees on what to do and not to do when on a call. Or, you can use recordings to establish customer profiles and preferences. They can be a way to survey your target audience and understand how they are interacting with your product and business.

And so, customer service agencies and large corporations seek call recording software to manage their needs. Sometimes, they opt to work with a phone service provider that lets you record inbound and outbound calls. But the question remains, how to record a phone call without it interrupting your communication experience?

Recording on Your Smartphone

Sometimes, you need to record a call on your Android or iPhone to store important information, especially when you are unable to write down info during the call. For example, certain professions like journalism or reporting would require the interviewer to record the on-going call. And then, refer to it later for exact quotes. Other times, you need the person on the other end to provide verbal consent for a service, and the recording acts as evidence. Either way, recording the call can save you time that would otherwise be spent looking for that information.

Keep in mind, however, Androids and iPhones don’t come with built-in call recording abilities. Although, you can get a recorder app on your smartphone and start recording when you dial a number. Or, you can get a calling app with a built-in recorder. These can record calls and help you manage, share, and store them, as well. Another option is to buy cheap hardware or a recording gadget and plug it into your phone.

However, there are some shortcomings in recording apps that may impede your business’ communications. For example, apps may be able to record either incoming or outgoing calls, but not both. Or, they may be able to record calls made to your personal phone only, making it difficult to access all recordings in one consolidated space. For these purposes, you may want to consider a call recording software or a phone service provider that offers recording capabilities.

Record Calls with Global Call Forwarding

Imagine this: a phone service that lets you record inbound and outbound calls, record calls from anywhere, and on any device. When you purchase a virtual telephone number from Global Call Forwarding, you can also make use of its call recording feature. This feature lets you record calls from all virtual lines associated with your account. It also stores recordings as MP3 files in the control panel. This makes it easy to access all recordings in one place and play them back as needed.

And, now, with Global Call Forwarding’s new feature Outbound Call Recording, businesses can record outgoing calls as well. And then use these recordings to monitor performance, avoid liabilities, and more. But more importantly, you do not need any additional equipment or set up for this to work efficiently. All you need to do is access your control panel on your device and make or answer calls.

Improve Customer Interaction and Build Better Relations

Now that you know how to record a phone call, it is just a matter of choosing which way, app, or software to go ahead with. You can improve the way you correspond with important clients and keep records of conversations that may be needed later. And, you can increase employee productivity by rewarding desired behaviors and training ones that need improvement. Recording phone calls can be beneficial to the overall functioning of a business. Call Global Call Forwarding today to see how we can help you with your call recording needs.

15 Persuasive Words and Phrases to Use for Business Calls

Every writer, marketing specialist, and salesperson will tell you: words are important. Most of the time, you are not consciously paying attention to what draws you to certain products over others. The correct use of words or keywords can bring you closer to the product you need. And specific words can also make random products attractive and suddenly necessary. So, how can you use this power of words to your advantage as a business? Here’s a list of 15 persuasive words and phrases that will transform your sales pitch and convert customer interaction into purchases.

Persuasive Words and Phrases: 15 Ways to Attract Customer Attention

It is necessary to pay attention to how you are interacting with your potential customers. And even more, to the words and key phrases used. Here are some persuasive words and phrases that can help roll the ball in your direction in business:

1. Free

Free is one of the most used and common persuasive words and phrases associated with marketing and sales. However, companies still use it because it works, and it works well. People love free stuff. And more importantly, they appreciate free trials, where they can test something before needing to purchase more. This word still turns heads and so it should definitely be included in your marketing strategy.

2. Easy!

Easy catches attention, big-time. We, almost always, have at least 50 different things to do. Whether it is at work or at home, we are constantly getting things done. And so, when taking a new product or service on, consumers will walk away from a process that seems time-consuming and difficult. And if your product falls in that category, you may want to consider ways to make it less daunting. Advertising your service as easy and convenient will make it more desirable for customers. Most product surveys come back with one standard complaint asking to make it “easy to use” and more “user-friendly.” And so, these phrases can boost your company’s image as a convenient solution to your target customers’ problems.

3. Limited Time, Limited Availability

Another one of the persuasive words and phrases that can make a huge difference is “limited.” Customers don’t want to miss out on stuff that they perceive they will use someday. And so items that are limited or available in small quantities are higher in demand. Think: limited edition comics or a limited number of signed author books. Or advertisements at a flea market that says: “First 150 people get a coupon booklet for discounts at stores inside.” This motivates users to act fast and act in your favor.

4. Exclusive

Nothing entices faster than making something seem rare or unattainable to most. Make your customers or prospects feel special with “members only” or “invitations only” discounts. Offer special products or rewards “exclusive” to certain customers or customer groups and you will find that more want to join to receive those benefits.

5. Guaranteed

Customers are looking for products they can trust. Scammers and hackers have been targeting users world over. And so, authenticity is desired. Giving your customers reassurance with “guaranteed” and then living up to it will definitely impact sales and trust in your business, which is an excellent long-term sales tactic.

6. Best

Think about these titles: “How to Groom Your Dog at Home?” or “The Best Way to Groom Your Dog at Home.” Which article will you choose to read? Both serve the same function: to teach you how to groom your dog. But one has the advantage of being the “best way” versus just a regular way to do the task. Pay attention to the economy of words with business phrases that can make or break your sale. Consider this: “10 Practical Parenting Tips: Be The Best Mom You Can Be.” Here too, the target is mothers who want to be the best and so you can use the word to target specific groups as well.

7. Avoid

As a salesperson, you not only want prospects to consider your product or service but also to help them resolve an issue or achieve their goals. And sometimes this means protecting them from something that may slow them down. One of the most persuasive words and phrases is simply “avoid.” Think: “Avoid a high phone bill by purchasing virtual phone numbers.” Or, “Avoid forgetting and losing your passwords, use our password manager to keep track of all important login information.”

8. Fix

Similar to “avoid,” “fix” indicates a way to identify and resolve a problem. While “avoid” is protective and preventative, “fix” is action and solution-focused. And so, for someone going through a problem, your “We can fix that for you” sign will be a sight for sore eyes. Remember that customers are very loyal to companies that can help them fulfill their basic needs.

9. Because

Another factor to consider when working in sales: customers love to understand and learn. This could be regarding the backend, how and why a product works a certain way, or why they should choose your company over a competitor. And so, providing reasons can go a long way. “Choose us because we have a 98% success rate and guarantee that you will be satisfied.” Or, “Because your cat doesn’t know how expensive carpeting is, buy her a scratching post with imbued with organic catnip leaf that she can’t resist.”

10. You

Using the second person — you, yours, yourself — can really pull your client in. Writing in the second person makes your writing conversational as if you were talking directly to the reader. Consider: “Let us help you” versus “Let us help.”

11. We

Like “you,” using “we” again speaks to your clients on a personal. It shows that you are involved and invested in this as well. You and your customers are a team, together drifting through turbulent waters of commerce. And so, their problem is your problem. Additionally, words like “our” and “us” can also speak to the volume and mission of your company. They demonstrate that your business thrives on teamwork and it’s their collective mission to provide you with the best service possible.

12. Now

This word works similarly to “limited” in that it tells your customers that now is the time. Waiting is pointless and this may not exist tomorrow. Carpe diem, and all that. “Now” places emphasis on the present. It gives you the ability to acquire something or get to the bottom of a nagging problem almost immediately. And so, this word works as a good motivator.

13. I Don’t Know

Honesty: another business tactic that is highly appreciated. If you do not know the answer to a question, be honest and say you don’t know. But ensure that you follow up with the correct response. Customers prefer this over responses that are inaccurate or not confident.

14. Let’s Make A Change

You could use the word “change” with a customer that is not satisfied with your service. Change represents a different, new experience that may or may not be better. But it is something different, which is what most users are looking for when they are in the market for a product or service. You can use this to promote change: “Tired of dropped calls? Change your service provider and get 25% off your first four months with our service.”

15. Save

“Sign up today and save 25% on your first purchase” or “Save budgeting headaches by downloading our budget app.” These statements present an opportunity that is a clear win for customers. Anything that saves time, trouble, and money is a gift you give your customers, and they will show their appreciation for it.

Some Other Phrases To Try

Here are some other persuasive words and phrases to consider or experiment with on business calls:

  • Advantage
  • Amazing
  • Always
  • Change
  • Compare
  • First
  • Free download
  • Get started today
  • Imagine
  • Install now
  • While the offer lasts

Ensure you use the right phrases to attract customer attention and effectively market your product. Some of the instances will also mean changing your marketing tactics to make room for strategies that include keyword research and marketing. And before you know it, you will have clients interested in your products. And when you live up to the expectation, these customers will form a loyal fanbase, further promoting and recommending your services.

Creating The Perfect Phone Tree Template For Your Business

Want to ensure that your customers have a pleasant experience when contacting you? Your customers should think of your company as approachable and, therefore, feel comfortable reaching out when they need help. One way to ensure good customer interaction is timely responses and resolution of conflicts. A well-planned phone tree template will achieve this.

Phone trees are becoming increasingly popular with business, big and small. They allow businesses to customize user experience when customers contact them for more information or to complete an action. The system recognizes tone presses or phrases and routes callers based on the rules programmed by the business. Automated voice prompts guide callers and, when unable to complete a request, forward the call to an employee. This way, businesses ensure responsiveness as well as productivity, with less time spent answering or making calls.

What is a Phone Tree?

A phone tree is an automated system that helps callers navigate menu options depending on their response and reach a solution. They are also used to contact large groups of people, where one person contacts two people, who each contact two more, and so on. Crisis phone trees are a great resource to quickly notify others during an emergency. With such systems, information is distributed quickly without the burden falling on one person.

A phone tree works as an interactive voice response system (IVR) to reduce a company’s cost and productivity. Customers dial into the system and choose from a menu list of options to complete their tasks. A well-built phone tree answers a variety of potential customer questions or concerns. Each option could lead them to another set of options, a voice recording with information, or a representative. IVR systems are beneficial for outbound calls as well. These phone trees can make calls to selected clients. They can also contact several customers at once to offer surveys or provide information updates. Phone trees can also work as a Private Branch Exchange (PBX) system. A PBX system is a private telephone network connects incoming calls to specific extensions.

Benefits of Utilizing IVR

IVR systems replace only the regular, mundane calls. This way, your company can focus on more complicated and high-value transactions. Companies in various industries and different services utilize this feature. For example, for customer service and feedback, browsing through healthcare or pharmacy queries, selecting plans and making payments, etc.

A phone tree has a variety of features to help your customers tackle their requirements or concerns. For instance, a clear voice prompt will let them know what options are available. The voice prompt can also spread mass information: inform customers of time changes, new company updates, or send them service reminders. Schedule calls to meet your customers’ and employees’ preferences. The IVR system will forward calls to a representative when it is unable to handle a request.

Pay Attention to Phone Tree Templates

It is, therefore, important to consider different options and features required to make the most of your phone tree. Does your business need an IVR to contact large groups of customers at a time? Would you like your customers to be able to resolve their issues automatically and quickly, saving everyone’s time?

A comprehensive phone tree template will focus on the features and menu options you require. It will also map out how you want your customers to interact with your IVR to make their experience comfortable. When creating your template, focus on developing a simple map instead of a list of complicated instructions. Customers appreciate an easier flow of information and instructions.

For example, the voice prompt for an insurance company can ask customers to indicate their enrollment status before proceeding. “Press 1, if you are an existing user. Press 2, if you wish to hear about available plans.” Depending on what users press, they will be directed to another set of menus or voice recording.

Therefore, when considering a phone tree, one needs to carefully plan:

  • What steps and actions will be made available to callers.
  • How the IVR system will collect and confirm information.
  • What should happen if there is an issue with one of the steps or the customer selects the wrong option
  • When the call should be forwarded to an agent or representative

Closing: Create Your Phone Tree

IVR systems not only make your employees’ jobs easier but also provide your customers with options to solve their issues. Creating a strong template with simple instructions and options goes a long way in increasing productivity. Global Call Forwarding provides you with a fully customizable phone tree system for your business. Sign up for a virtual phone number and use their Advanced IVR and PBX feature to customize your phone tree. Increase productivity, customer satisfaction, and reduce time consumption.

Appointment Setter Mistakes and How To Fix Them

The job of an appointment setter or call center agent is to call leads and make appointments or sales. Call center agents make multiple calls a day, promote the product, and work hard to generate a sale or appointment. But getting a customer to answer the phone and then stay on the line is a rather difficult job.

Common Mistakes and Solutions to Fix Them

Appointment setters and agents experience great pressure to make sales, as their commissions depend on it. However, you can prepare in advance to decrease the pressure and become a more efficient agent. It is, therefore, essential to be aware of common errors and solutions to fix them. Here are some of the most common ways to perform at the highest level, to achieve the most of your efforts as an appointment setter.

Calling Unqualified Leads

Call center agents and appointment setters may frequently call people that do not match the target audience or ideal customer. These leads are unqualified and they are less-influential prospects.

Fix: Identifying good potential leads helps with time-saving measures. One way to ensure you are calling the right leads is to conduct call center quality assurance (QA). Call center QA will help you identify customer data and create a precise buyer persona. This way, you can focus on contacting the most viable customers.

Straying Away from the Script

Customer service agents may slip away from the script when trying to connect and empathize with a customer. This may lead to a longer and less productive call.

Fix: Sticking to the script and promptly answering queries will demonstrate your qualifications to sell this product or service. It will also demonstrate that you are respectful of your customer’s time.

Ignoring Customer Concerns

Every once in awhile, a customer may ask a question that you’re not qualified to answer. Ignoring the query and moving on with the script will put your customer off, making them less likely to consider your product.

Fix: When this happens, do not ignore the query and move on with your script. Instead, let the customer know that you will find the appropriate response for them and follow up. It will also allow you to answer any other queries or concerns causing hesitancy. Adopt active listening, maintain clear communication, answer any doubts, and deliver unwavering courtesy and respect. If you want to learn more, check out these practical tips we wrote on how to be a good customer service agent.

Disregarding Customer Feedback

Customer feedback is very important. This is where you can identify where you are gaining and losing customers, while also identifying their preferences. This helps when incorporating changes and makes your company more approachable to your target consumer. Not providing customer feedback tools such as surveys or forms, or ignoring feedback received can negatively affect your business.

Fix: Adopt good customer relationship management (CRM) to enable healthy customer interaction. An appointment setter or agent needs to update CRM records. Make notes after a call that can be used as a reference later. Coordinate with marketing teams for information about prospective clients or customers who have previously interacted with your brand.

Mishandling Objections and Rejections

Consumers are often busy and do not have time to answer or indulge in your call. Not being prepared with the right rebuttal may result in the loss of a potential lead.

Fix: Prepare yourself ahead of time with rebuttals. Let your customers know that you are aware that their time is valuable. Tell them that you would like to make an appointment when they are available. They should know that their convenience is a priority. If a customer declines or rejects your service, politely request why or how you could do better. This information is very valuable for CRM records.

Reaching Out During Business Hours Only

Calls during business hours, when a potential customer is neck-deep in their responsibilities, are more likely to go unanswered. As an appointment setter, you need your lead to do more than just answer the phone. It is ideal if they are truly paying attention to what you have to offer. For this reason, calling during business-hours-only is not always productive.

Fix: Call during off-hours as well. This includes early morning or late evening calls, and because they are acutely-timed, they are more successful. Communicating via different media channels can also have a higher response rate. Sending emails and texts gives your clients more time to respond with well-thought-out answers.

Closing: Make Customer Interaction a Priority

Calling customers and leads may prove an exhausting and disappointing job when customer interaction is awkward or error-filled. Keeping just a few things in mind and maintaining a good attitude can go a long way. Global Call Forwarding provides virtual call center solutions to help you maximize your outreach efforts. One option is to have a virtual office, which will allow you to have agents available online at all times of the day. This way, your company is reachable to international customers as well. Sign up for outbound calling for your call center today.

Measure Website Traffic with Virtual Numbers: 5 Simple Steps

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

Why You Should Measure Website Traffic

One of the most effective ways to introduce customers to your brand, product, or service is through a well-developed website. However, how do you know if you have developed your website well enough to get customer calls and leads? Website tracking is one way to find out how many people are visiting your website and, in turn, calling your business to make a purchase or gather more information. Google Analytics is a common tool used for this purpose. However, there are other ways to determine how well your website is functioning. So, how can you measure website traffic with the help of virtual numbers?

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

Research and identify the right phone service provider for your needs. A provider like Global Call Forwarding offers call logs and activity reports. The most important step in call tracking or to measure website traffic is to use a phone service provider with call analytics. Call analytics give you access to the different areas of call tracking. You can gather information about the duration of your calls, where your calls are coming from, keep records of your leads, and more. Some providers offer integrations with companies that specialize in customer relationship management (CRM) systems. These tools help you organize customer data and information while tracking call efficiency. With such data, you can identify which marketing strategies are working and how you can improve the others.

Step 2: Purchase Different Toll Free and Local Virtual Numbers

To identify which of your marketing efforts is most successful, you would first need to create different platforms. And so, focus efforts on developing your website, social media accounts, and email lists. Then, purchase different virtual phone numbers for each location. For instance, you can have a toll free number for your website and a vanity number to draw attention to your social media accounts. Vanity numbers are numbers that you customize with letters or patterns. For example, 800-554-5544 or 1-800-DRINKSS. These make your number recognizable and memorable, attracting customer attention.

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

Now that you have your numbers ready, place select numbers on certain platforms. Have your main business number on the website and business cards. And promote vanity or secondary numbers through social media and email marketing. Distributing the numbers will let you keep a record of who is coming from where. Another option is call-only advertising. Google’s call-only ads encourage customers looking for your company to call it. These are ads that are located at the top of the search result, highlighting your business number and website, enabling the call to occur directly from the link. You are charged on a cost-per-click (CPC) basis.

Step 4: Analyze and Track Incoming Calls

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

Step 5: Measure Website Visitors and Improve

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

Develop Your Website as a Way of Gaining New Customers

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

Purchase virtual toll free, local, and international numbers from Global Call Forwarding or call us at 1 (888) 908 6171 for more information. Get your business numbers today and improve your website traffic!

Advanced Call Center Technologies for Sales and Support

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

Technologies Used by Call Centers

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

Virtual Offices With Cloud Communications

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

Advanced Call Center Technologies for Sales and Support
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How to Start Using Cloud Communication

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

Call Center Analytics

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

Multichannel Communication Lines

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

Other Innovative Features To Note

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

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

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

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

Staying Up To Date

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

Call Center QA: Effective Quality Assurance Strategies

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

Call Center QA

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

Essential QA Strategies

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

Call Center QA Effective Quality Assurance Strategies
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Training and Motivating Your Agents

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

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

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

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

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

Utilizing Customer Feedback

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

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

Consider Virtual Phone Numbers For Your Call Center

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

Work From Home Call Centers You Can Apply For Now

Tired of working out of an office every day from 9-5? Well, you’re not the only one. Certainly, the regular day job is not for everyone. Believe it or not, 9-5 burnout is a real thing. Many people are starting to consider work-from-home options. Likewise, many of these jobs are generally well-paying and offer flexibility. As a result, you can find remote opportunities from a variety of industries and job types. These range from freelance creative services to customer service to lower-level management opportunities. In this vein, let’s look at the benefits of working from home and which work-from-home call centers are hiring.

Benefits of Remote Work

There are countless benefits of remote working. Likewise, these jobs may be full- or part-time and usually allow employees some flexibility in terms of hours worked. Above all, working from home eliminates the need to travel to the office. Therefore, saving on travel time and cost. Additionally, remote jobs also let you juggle two-three different jobs, adding some variety to your work life. These are all reasons why many people are switching to work-from-home jobs, aimed at reducing various stress levels. In other words, when you choose a remote job, you can take more control over your work-life balance.

Virtual Call Centers

Virtual call center jobs can be done remotely from one’s home or office space near the home. Most often, these jobs focus on technical support, customer service, sales, appointment settings, and reservations and ticketing services. So, these work from home call centers are always looking for call center agents, customer service agents, and appointment setters. Likewise, for those interested in landing one of these jobs, it’s important to know that there are two typical paths to obtaining them. First, businesses either hire companies for their own needs or secondly, they may contract with business process outsourcing firms (BPOs).

Work From Home Call Centers Looking to Hire

Accolade Support

About the company: New Mexico-based, brick-and-mortar call center company
Industry: Customer contact BPO
Position type: Independent contractor
Duration/hours: Full-time, part-time
Pay Rate: about $10/hour
How to apply?: On their careers website https://www.accoladesupport.com/agent-application.html

Amazon

About the company: Seattle-based e-commerce giant operating in many countries around the globe
Industry: E-commerce business
Position type: Employee
Duration/hours: Part-time
Pay Rate: about $10-12/hour
How to apply?: Sort through virtual opportunities on their careers website https://www.amazon.jobs/en

Work From Home Call Centers You Can Apply For Now
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Apple at Home

About the company: Apple at Home is the tech giant, Apple’s work-at-home call center program
Industry: Technology
Position type: Employee
Duration/Hours: Part-time with the possibility of full-time during busy periods
Pay Rate: Varies based on the position
How to apply?: On their careers website https://www.apple.com/jobs/us/aha.html

Enterprise

About the company: Parent company of Enterprise Rent-A-Car, Alamo Rent-A-Car, and National Car Rental
Industry: Car rental
Position type: Employee
Duration/Hours: Full-time
Pay Rate: about $12.50/hour, French/Spanish-speaking agents make more
How to apply?: Keyword “work from home” search on their career website https://careers.enterprise.com/

Hilton Hotels

About the company: Hilton at Home program provides work-at-home opportunities for reservation and customer service agents
Industry: Hotels and hospitality
Position type: Employee
Duration/Hours: Full-time and part-time
Pay Rate: about $9.70-14/hour
How to apply?: Check the “work from home” box next to remote jobs on their careers website https://jobs.hilton.com/work-from-home.php

U-Haul

About the company: DIY moving company
Industry: Transport
Position type: Employee
Duration/hours: Part-time
Pay Rate: $7.50-14/hour
How to apply?: Search for “work from home” on their careers website https://jobs.uhaul.com/

Ver-a-Fast

About the company: Provides subscription verification services for newspapers and telemarketing services for other industries
Industry: Call center verification
Position type: Independent contractor
Duration/Hours: Part-time
Pay Rate: Varies on base pay and incentives
How to apply?: On their careers website http://www.verafast.net/job_opportunities.htm

Working Solutions

About the company: BPO providing tech support, sales, ticketing, and customer services
Industry: Call center
Position type: Independent contractor
Duration/Hours: Temporary, project basis
Pay Rate: $7.20-30/hour
How to apply?: On their careers website https://workingsolutions.com/who-we-are/careers/

Virtual Numbers When Working From Home

Some of these companies provide the required equipment, while others do not. However, some companies also provide benefits and incentives where you can get more out of the job. While some experience in these fields is required, some companies also provide paid training. So, if you’re interested, you may find a great opportunity to invest your time into. To keep the communication open and available, freelance or remote workers may also want to consider getting a virtual phone number to handle their business and work calls. Global Call Forwarding provides virtual phone solutions to keep your work and personal life separate.

Make Your Work Life More Engaging

The bottom line is, if you’re interested in finding a work-from-home call center position, there are a good number of opportunities out there. As a result, you can gain a better work-life balance. Additionally, the benefits of less cost of travel, more flexibility, and decent pay are among the greatest deciding factors for those who opt to ditch the office and work from home. Above all, if you’re willing to do the work of researching and applying, you have a great shot at securing a work from home call center job. What more can you ask for? Let freedom boost your creativity!

4 Ways Call Forwarding Improves Quality Assurance in Health Care

If you provide services within the health care industry, you have to be aware of quality assurance. And, how to maintain this quality assurance for your customers. This way, they continue to utilize your service instead of looking for other providers. In this article, we discuss some of the ways quality assurance in health care is uniquely important. And, ways businesses within this field can provide the best quality assurance for their customers.

What is Quality Assurance?

Before you can go about giving the best to your customers, you have to understand what quality assurance is. Essentially, quality assurance is providing and maintaining a quality of service for your customers. But, specifically, it means providing this quality in every single aspect of your service. This means providing and maintaining quality at every stage of service; from set up through cancellation.

What is Call Forwarding?

One of the ways businesses within the healthcare industry can increase quality assurance is to invest in call forwarding. To put it simply, call forwarding is a feature of a business phone solution. It allows a call that’s made to a specific phone number to be forwarded to a completely different number. And, it can make quality assurance in health care increasingly better in a number of ways.

1. Being Available for Healthcare Patients

One of the advantages of call forwarding in the health care realm is that it allows you to be more available to your patients. For example, even if a customer service representative is out of the office, they can still take calls with call forwarding. This means fewer missed phone calls from happier customers.

Quality Assurance in Healthcare
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2. Eliminating the Need for Voicemail

Another advantage of call forwarding is that it works to increase quality assurance in health care is by eliminating voicemail. When a healthcare patient calls, they may not always want to leave a voicemail if their call goes unanswered. This may be in fear that their needs won’t be heard. Or, that their call will never be returned. Call forwarding eliminates the need for voicemail as it works to forward calls that go unanswered to lines that reach available representatives.

3. Allows for Mobility in the Workplace

When a healthcare provider has call forwarding set up, calls can be transferrable to cellular devices. This means that even mobile devices can work to increase quality assurance in health care. It also means that representatives in the health care industry never have to miss a trip or business phone call. And, they can answer business calls from anywhere, at any time from their mobile device.

4. Ramping Up Customer Service

The final way call forwarding increases quality assurance in health care is by increasing the overall presence of customer service. Basically, call forwarding allows for the forwarding of multiple phone lines to one business phone number. This way, health care businesses can offer toll free numbers to their patients. Thus, providing a way for customers to call in for free. And, these numbers can all be forwarded to one centralized number or location. This way, customers have multiple ways of reaching your business. But, they are all met with the same great customer service they always expect from your business.

Getting a Virtual Phone Number With Call Forwarding for Health Care

Are you looking for ways to increase quality assurance in health care for your business? If so, call forwarding may be a beneficial feature for your business phone system. To get call forwarding to your business phone lines, consider virtual phone numbers from Global Call Forwarding. These numbers allow you to take advantage of all the business phone features you want, including call forwarding. And, can be set up as local numbers, toll free numbers, or even international numbers. This way, you can offer phone numbers for customers in all areas of the world. And, these numbers can all be forwarded to whichever business phone line you want! To set up your health care business with call forwarding and virtual phone numbers, contact us today to learn more.

Medical Answering Service Feature Ideas for Small Business

Medical answering services can do a lot for your medical practice. Employing a trusted medical answering service will allow your staff to focus attention on patients rather than on calls. Many features are particularly helpful for small businesses using a medical answering service. Read on to learn more about them.

What Does a Medical Answering Service Do?

A medical answering service will handle incoming calls for your practice with a high level of attention to detail. Medical answering services will also ensure that you are meeting HIPAA standards to protect client data. Using the service can free up the time of your staff and save you money on hiring a receptionist. Using the service will also help to ensure your patients feel valued.

How Do I Know if My Business Will Benefit from Medical Answering Services?

Below are some questions to ask yourself in considering whether you need the help of an answering service for your practice:

  • Does your medical practice have a difficult time keeping up with incoming calls?
  • Does your office have a backlog of voicemail messages on a daily basis?
  • Are you repeatedly receiving “voicemail is full” warnings from your phone system?
  • Is your office taking time from patients in order to answer phone calls?
  • Is your office having to allow the phone to ring for long periods before answering calls?
  • Have you been considering hiring staff to manage your call volume?

If your response to any of the above questions is “yes,” then a medical answering service could be a very smart move for your practice.

How Does it Work?

With a medical answering service, incoming calls to your practice are routed to a remote receptionist. Virtual receptionists handle all types of inquiries your practice receives. This can include questions regarding office hours and location. Receptionists can also schedule appointments, manage new patient information, and forward emergency calls. If a caller needs to reach someone in your practice immediately, the virtual receptionist can forward the call to the specific person. Receptionists can handle calls to your practice 24/7, which is very important for a medical practice.

There are many other tasks that answering services can handle that will help your small business practice grow.

Medical Answering Service Feature Ideas for Small Business
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Virtual Phone Numbers for Medical Answering Services

Using virtual phone numbers for medical answering is a no-brainer. Your receptionist is virtual and you don’t need to be tied down to a landline, so this is the ideal choice. Using virtual phone numbers also allows you to stay mobile in case you need to switch your answering service to another location.

Features to Ensure the Call Center Runs Smoothly

There are medical answering service features that will help your practice thrive. Some of these include:

  • Call forwarding: to be able to use a phone number for patients, but have those calls forwarded to the virtual receptionist
  • Extensions: to be able to route calls to the intended parties as needed
  • Call recording: to ensure quality assurance and for training purposes
  • Sequential forwarding: so that calls are answered in the order received
  • Time of day routing: in case you are using virtual receptionists in different geographic locations to answer calls at different times of day

The use of a medical phone service for your practice could make your office run much more smoothly. If you can run the office more efficiently, more attention can be given to patients. Considering a number of medical answering service options for small businesses is also a must. Many features will complement the service and, ultimately, support the success and growth of your practice.