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Home » Posts tagged '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 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!

What is a Softphone?

When looking for a new business phone system to handle your office communications, you may have come across the term “softphone.” Here we will discuss what a softphone is, its uses, and how your business can benefit from one.

Definition of a Softphone

A softphone is a software that converts a device into a phone that makes and receives calls over the internet. In other words, it enables any device such as a computer, laptop, smartphone, tablet, iPad, etc., to place virtual calls. Add a headset with a microphone, a camera, and a voice over IP service, and you can even make and answer video calls through this software.

A voice over IP service works alongside a softphone as it converts voice signals into digital signals. And then transmits these signals from one destination to another through a stable internet connection. This is how virtual or VoIP calling is possible. Using VoIP technology makes it possible for businesses to stay connected and remain accessible from anywhere in the world.

Purpose of Softphones

More and more businesses are switching to VoIP phone systems for their business communications. Because of this reason, softphones are being developed to provide maximum benefit to users. What features come along with your softphone depends on your provider. Some offer extensive, advanced features while others offer basic ones. However, what features you need will be based on what you want to accomplish with your softphone. Consider these questions:

  1. Do you want to simply make and answer calls?
  2. Would you also like to set rules for forwarding and rerouting calls during off-hours?
  3. Would you like a softphone that complements your outbound calling efforts by providing a customizable outgoing caller ID option?
  4. Is it important for you to be able to update contact information and call notes within your softphone? And so on.

Most standard softphones will allow you to:

  • Make and answer calls
  • Transfer calls to different departments
  • Forward and reroute incoming calls
  • Set call forwarding rules
  • Call outbound by customizing your caller ID to display that of the region you are calling
  • Use call waiting settings
  • Call by dialing through a dial pad
  • Call with a single click
  • Update and manage contacts (name, phone number, email address, physical address)
  • Add important call notes that can be later referenced
  • Check voicemail
  • And more

Businesses That Use Softphones

So, what types of businesses can benefit from softphones? In other words, who uses a softphone? Companies that have the following services or business factors can utilize a softphone to increase productivity and efficiency:

  • Customer support teams
  • Sales and lead tracking teams
  • Call center services
  • Remote or multiple offices
  • Telecommuters
  • Traveling agents
  • International clientele or contacts
  • Businesses that need to record calls, and so on

Why Your Business Need a Softphone

The main reason companies are keen on using VoIP is its great cost-effectiveness. With a voice over IP service and softphone, you can:

  • Call internationally for lesser fees
  • Lower monthly communication charges
  • Work remotely or from any location with the same business number
  • Use advanced features in one platform

Get a Softphone Today

Are you ready to get a softphone to enhance and streamline your business communications? Global Call Forwarding can help! Sign up for our virtual phone number service and use our GCF Web Dialer for any device to make and answer calls through the internet. Call us at 1 (888) 908 6171 to get started!