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5 Ways to Earn Trust in the Financial Services Industry

Why is it important for a finance company to earn its customers’ trust? So that they see the value in your company and return. Additionally, returning customers hold the ability to bring new customers to your company. So, what can you do to earn trust for your finance company?

Finance Companies: Top Ways to Earn Trust

There are a few different ways of earning customer trust and respect. These range from improving the way your business and its employees interact with clients to using technology and marketing to your benefit. Here we look at 5 practical ways to earn trust in the financial services industry.

1. Value and Focus on Customer Interaction

This should come as a given. The best way to retain customers and earn their trust is by giving them a reason to trust your company and its services. Care for your clients. Focus on ways to improve client relations and increase positive experiences. Don’t let technology replace human interaction. At the end of the day, customers trust humans more than automated services. Make sure that clients and prospects reaching out through email and phone receive the same (or similar) treatment as they would in a face-to-face meeting.

2. Improve Transparency and Credibility

The best way to earn trust with current customers is by being forthright and transparent with them. Gaining new customers is more expensive than retaining existing ones. And therefore, your finance company should focus on customer satisfaction and retention. In other words, what can you do to provide honest, ethical, and good customer support?

Avoid hidden agendas and surprises in payments and billings. Run through your terms and conditions with them in detail. Explain early termination fees and other fees they should be aware of. Help them understand ways they can avoid damages and unnecessary payments.

By doing so, you will be creating a reputation for your company as one that provides honest work and actually cares for their customers’ concerns and benefits. By informing your customers and clients, the more they understand and value your work, and the more they trust your services. This further helps build credibility and trust.

As your financial services firm builds credibility with customers, it’s important to be in compliance with local and international regulations. Recent laws like MiFID II require all VoIP calls to be recorded. Penalization is among the worst things that could happen to a new financial services business.

3. Take Advantage of Digital Advancements

Any finance company that is not using digital and technological advancements is behind in the game. These advancements can help make processes easier and bring your services to your customers’ fingertips. Some ways you can incorporate digital advancements are:

  • Optimize your website for smartphones
  • Allow for better digital payment methods: mobile payments or payments, renewals, and account verification through an automated IVR system
  • Create an easy-to-navigate app with helpful and informative resources
  • Use the latest cybersecurity to protect your clients and their information from fraud

4. Manage Reputation and Demonstrate Expertise Through Marketing Resources

Market creatively and for the benefit of your target audience. Your marketing strategies can determine how the public views your finance company and its reputation and credibility. Therefore, this is a good way to demonstrate your expertise and good customer service practices.

Produce informative and educational content on your website and optimize it for search engine results. Use social media to highlight important financial advice and information and connect with younger audiences. Generate newsletters with current news and promotions rewarding existing customers. Include reviews and testimonials.

Showing how your company conducts its business and that your employees are experienced and know what they are doing can help earn trust. Use marketing strategies to manage your reputation and improve the way customers view your services

5. Make Your Business Accessible

Lastly, being a financial services company, your company must remain accessible. A well-functioning and reliable business phone service can help you stay connected. Open multichannel communication such as phone, email, live chat, social media, and SMS (instant messaging).

You may even consider getting a toll free number so that prospects and customers can call your office for free. Additionally, if you get virtual business numbers with call forwarding, then you can have calls forwarded to different offices or lines.

Global Call Forwarding can help you set up a reliable business phone system with premium communication features that help in improving customer relations. To learn more, call us at 1 (888) 908 6171.

Set up the Perfect IVR System for Your Finance Company

Improve sales, manage call volume, help customers self-assist by integrating an interactive voice response or IVR system within your office communication system. Enhance customer relations by choosing the right tools and services for your finance company.

Interactive Voice Response (IVR): A Financial Communication Solution

First, what is an IVR system? Interactive Voice Response is an automated response system that answers incoming calls and directs callers. It does so by presenting callers with pre-recorded menus and options to assist them in completing a task or reaching the right employee.

Most businesses incorporate IVR into their office phone system to maintain a professional image and they use automation to manage call volumes. Customers are always calling businesses to access information or resolve concerns. (Read about important facts regarding business phone calls here.) If used effectively and creatively, this service may fulfill most of the simple and mundane tasks callers may present. This allows agents and employees to focus on more complex calls and interactions.

Cloud-based phone service providers, like Global Call Forwarding, offer this service along with other virtual communication tools like call forwarding, call recording, unlimited extensions, outbound calling, etc. And so, you can easily integrate IVR into your business phone service by choosing a reliable provider.

Setting Up Your Company’s IVR System?

Setting up your IVR system depends on what you want to provide your callers and what your cloud-based phone service provider offers. You can either have a one-level or multi-level IVR system, depending on the different tasks you want your callers to be able to complete. For example, do you want to provide self-service options such as complete payments, review active accounts or credit/debit cards, purchase histories, etc.? Additionally, international finance banks may want to distribute calls based on geographic location.

You can start by distributing calls based on language preferences where the IVR system asks callers to input 1 for English and 2 for Spanish, and so on. Then, you can set up other activities, based on the categories. For example, to:

  • Learn more about our products and services, press 1.
  • To get information about your account (payment history, account balances), press 2.
  • To verify and activate a new account or card, press 3.
  • To register a concern or complaint, press 4.
  • If your call doesn’t fall under any of the previously-mentioned reasons and you want to speak with a representative, press 5.

Then, once callers move to the next level, you can offer more specific options. For instance, if a caller presses 2, then they may encounter a menu as the following:

  • Verify your account by entering the last 5 digits of your account number.
  • Thank you for that information. Now, for account balance information, press 1, for payment history, press 2, etc.

This way, customers move along a map of menus to complete the tasks they called for. And, for the most part, they are able to complete such simple tasks like this without the help of an agent or representative. This frees your employees to take calls that present as more complicated. And furthermore, they provide your clients with refined customer service.

Why Your Finance Company Needs an IVR System

So, what are some different ways you can use IVR for financial services? Your finance company can use such a system to:

  • Greet callers and assist them while an employee is busy
  • Transfer callers to the appropriate department
  • Provide basic information about products and services
  • Help them make payments
  • Verify/authenticate account information
  • Get account balance information
  • Check payment history
  • Activate accounts
  • Allow logging of complaints
  • Offer customer service, etc.

Besides the benefits of automating certain processes and handling call volumes, an IVR system can also boost your finance company’s professional image. It helps establish your company as one that cares about its customers and offers different ways for callers to resolve their concerns or issues.

 Get IVR with Global Call Forwarding

Global Call Forwarding offers IVR with each of its plans. And so, whether you are a small business or an established finance company, you can enjoy the benefits of having an IVR system. To get this service, simply sign up for a plan on our website, globalcallforwarding.com. To learn more, feel free to call us at 1 (888) 908 6171.

Managing Your Professional Finance Company Sales Team

In this blog, we will cover various ways to manage your professional finance company sales team, including:

  • Using virtual phone numbers throughout your organization
  • Inspiring competition in your professional finance company
  • Maximizing training
  • Using a directory system as a regular part of your professional finance company

Let’s begin. 

Using Virtual Phone Numbers throughout Your Organization

Part of managing your professional finance company’s sales team is by providing them with the tools to succeed. Thanks to Global Call Forwarding, this is possible in a myriad of ways.

First, virtual phone numbers are available in a wide variety of types. These include geographic numbers, toll free numbers, vanity numbers, and more. Geographic numbers can be especially useful when assigning sales teams to specific regions and countries that are part of their territory. Because geographic virtual phone numbers are identical to “regular” phone numbers, your sales team gains the benefits of localization and authenticity in those regions. Toll free numbers, on the other hand, lend a “geographical agnosticism” to your sales team, which can be useful for fielding inbound sales calls by available staff members.

Inspiring Competition in Your Professional Finance Company

Enabling your sales team to reach strategic goals often takes invoking a competitive spirit throughout your organization. To do so, you can offer incentives to top-performing employees such as direct lines to long-term clients. This can be achieved by using a popular function of Global Call Forwarding’s virtual phone numbers called “whitelisting.” Whitelisting enables only inbound calls that have been preapproved to go through. And as many sales teams involved with a professional company know, having warm leads and repeat customers is a recipe for guaranteed commissions and further success.

Time of Day Routing for Around the Clock Service

As another example, you may have some especially motivated salesmen that want to be available 24/7 to maximize their earning capabilities. Another popular add-on for virtual phone numbers, “time of day routing,” can make this a reality. When a call is placed outside of predetermined hours, the call is routed to a different destination number. Using time of day routing, you can redirect calls to their personal cell phone number.

Managing Your Professional Finance Company Sales Team
Source: DepositPhotos.com – O#187198574 ID#27446420

Maximizing Training for New Hires

One of the biggest expenses, in terms of both time and money for a professional finance company is training staff effectively. With various regulations and company protocol to follow, many employees are left to educate themselves on how to close with clients properly. Training sales team members with “call recording,” a popular add-on from Global Call Forwarding, can help ease this process and provide clear examples of what (and what not) to do during sales calls. Like the name implies, call recording records and stores inbound/outbound calls made between staff members and clients. This can be an effective tool for training, as these calls can be referred to repeatedly to train employees uniformly.

Using a Directory System as a Regular Part of Your Professional Finance Company

At some point in time, your customers are going to want to speak with the sales rep that they’re most familiar with. Whether this is out of personal preference or by continuing a business relationship, it can be cumbersome to have customers constantly transferred to staff members’ phone lines.

To manage this more efficiently for your professional finance company, Global Call Forwarding offers a Directory PBX service. Short for Private Branch Exchange, a PBX enables you to offer direct extensions for departments and individual staff members. A PBX not only creates direct access to your sales team but also reduces the number of misdirected callers or those seeking readily-available information located in your directory (i.e. operating hours).

Virtual Phone Numbers for Your Finance Company Sales Team

As you can imagine, these are only some of the many ways that professional finance companies are using the versatility of virtual phone numbers to manage their sales teams. Be sure to learn more from the informative articles at www.globalcallforwarding.com. Subscribing is easy, and your professional finance company can begin using them within 24 hours of signup.

Building a Business When You’re Broke

It has never been easier to build a business than now. However, starting a business when you have a lack of capital is as difficult as it has ever been. Or, is it? The truth is that businesses that may not have money on hand can substitute clever methods to their advantage. And one popular way that savvy entrepreneurs are doing this is by leveraging technology from Global Call Forwarding.
In this article, we will cover some of the many ways that cash-strapped entrepreneurs can take their business ideas into the real world and begin earning profits to jumpstart your endeavors with Global Call Forwarding.

Minimum Viable Product

With startups, there is the concept of developing something called the “minimum viable product,” or MVP. The MVP is a bare-bones product or service that consumers would be willing to pay for. Of course, it isn’t the finished product, but then again, there are relatively few products or services that don’t require periodic updates in design, pricing structure, and so forth.
The beauty of an MVP is that they don’t necessarily require a lot of upfront capital or hard work from the get-go. Simply putting up a beta version of your product can be good enough for a starting business. Of course, you will continue to work on your products and services in the meantime, but MVPs can bring in sources of revenue that can indicate which direction you need to build your business in order to meet market demand.

When you’re ready to put a product out to begin learning how it is received by the market, an MVP is crucial to hitting the ground running. However, the best way to receive feedback is over the phone. With Global Call Forwarding’s virtual phone numbers, available in over 140 countries around the world, you can gain valuable feedback in hyper-specific markets (with Local Access Numbers) or nationally (with Toll-Free Numbers, International Toll-Free Service Numbers, and Universal International Freephone Numbers). Customers who can tell you how to improve your MVP are your business’ built-in R&D department, offering clues to what customers actually want (not what you originally envisioned that would meet market demands).

Fake it ‘Til You Make it

In business, it is often emphasized that your business should pretend to be more experienced and competent than it actually might be. The reason for this is that most consumers are only interested in the final product; if you can deliver that, you’re in business.

One way businesses do this is by appearing larger and more professional than they actually are. It may seem deceptive, but the reality is that most businesses engage in some form of ambiguity. For instance, you may have noticed that when you contact your bank, the person on the other end of the line may be an outsourced employee that handles low-level transactions and provides advice that may be monotonous for key staff members.

Outsourcing isn’t relegated to just larger enterprises with cash to burn. In our modern times, virtual communication has made it accessible for nearly any person engaging in business. The best way to do this is through the use of virtual phone numbers from Global Call Forwarding, which can route inbound calls made to your phone number and have them answered in another location altogether. The service only costs pennies on the dollar, which can free up more of your time to work on value-building endeavors that can help you build your business. Best of all, when it comes time to really scale your business and actualize what you initially “faked,” you’ll have the valuable experience, protocols, and infrastructure already set up.

Opening Up Lines of Communication

Global Call Forwarding’s telecom services are powered through cloud computing technologies like VoIP. Because of the instantaneous communication that’s possible across countries and regions, your fledgling business can immediately access businesses and customers in any market that you want to. In the past, it was required that businesses had to invest in creating a brick & mortar presence in a new area – meaning that your business would have to pay for hiring new staff, leasing property, requisite fees, and taxes to other countries/states/municipalities, and so forth. All of that is potentially risky for new, cash-strapped businesses operating on minimal resources.

Building Your Business Communication Strategy Teamwork Meeting
Stockphoto.com O#23559 – ID#100151403092

However, in our new global economy, this is no longer true, thanks to the advent of virtual offices and virtual locations. And one key element of a virtual office is enabling communication with your customers. Of course, calling abroad presents its own set of problems, namely blockages from service providers and exorbitant long distance fees.

That’s where virtual phone numbers come into the picture. Virtual phone numbers can be dialed like any domestic phone number, which means that you can avoid the aforementioned long-distance fees and service blockages – or even those that may not know how to dial outside of their home country. This means that your business can gain access to new customers around the world without having to build your business in the traditional way. Best of all, virtual phone numbers are significantly cheaper than building and maintaining a brick & mortar presence, which saves your business in overheads. If you are interested in subscribing to our virtual phone number service, chat with us online or call us at (888) 908 6171.