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5 Innovative Ways for a Call Center to Use Interactive Voice Response

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Does your call center business use IVR to communicate with customers? A well-designed system offers incredible versatility, which can help your business in a variety of ways. Check out these five innovative ways for call centers to use interactive voice response technology.

How Can IVR Be Used in a Call Center?

Most inbound call centers use IVR systems to provide callers with pre-recorded greeting messages and sets of menu options. Menu options will often be for self-service, sales, and customer support. Callers provide input to a call center IVR system by pressing a key.

After gathering caller inputs, the IVR can help your call center route inbound callers to the right agent or department.

So, what are some ways to get the most out of your IVR system?

1. Skills-Based Routing

It is important to choose the right routing strategy for your contact center.

Effective call routing can boost first call resolution rates as customers are able to speak to the right agents right away. IVR can also help call centers automatically route inbound callers to the right department in less than twenty seconds.

The most effective IVR routing strategies are often based on:

  • Agents’ skills such as language preferences or experience.
  • The origination of the inbound call.
  • The time the call is coming through.
  • Equal distribution of calls among a group of agents, and more.

These are real strategies that call centers have used over the years. We have helped businesses implement such strategies to improve efficiency.

2. Create Personalized Messages

A customized greeting and menu options provide a great branding opportunity. Studies show that callers are more comfortable when they hear a welcoming greeting message. IVR can be used to personalize your entire caller experience.

The best technique is to welcome callers with a customized greeting message and pre-recorded menu options. These should have relevant information about your business to help callers easily navigate menu options.

3. Provide Self-Service and After-Hours Support

IVR can be used to offer after-hours customer support by adding information about your company, its product and services, and upcoming promotions.

You can forward incoming calls after-hours or during the weekend to remote offices, agents, or voicemail. You can even have the IVR assist callers in completing certain tasks such as making a payment or scheduling an appointment.

4. Call Center Agent Automation

Automation will certainly boost call center productivity. Luckily, artificial intelligence offers a simple way to automate complex business tasks. This will help your business gain greater performance abilities and utilize the talents of your team more effectively.

A contact center IVR operates right along these lines. The main point of having IVR is so your business can speed up processes. Some of the automation advantages it offers include:

  • Verification and service activation
  • Payment and renewal processes
  • Providing product information
  • Troubleshooting services
  • Providing answers to frequently asked questions, and so on.

If the IVR can help customers with these tasks, then they are less likely going to need to speak with an agent. This leaves trained representatives with more time to handle more high-value customers.

5. Manage Calls During High-Traffic Periods

By adopting the right strategy that helps organize your calls, your team can effectively handle calls during high-traffic periods. By automating services, most calls can be handled by the IVR system alone, giving your agents and reps more breathing space during such periods.

Learn More About IVR

United World Telecom offers a highly customizable IVR system with tips to help your business leverage its voice communications. To learn more about interactive voice response, please contact us today!

What is Lead Tracking?

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In this post, we will define lead tracking and demonstrate why it is important for every business to track where their leads are coming from. Learn how and where to gain leads and the essential role call tracking plays.

Lead Tracking: Definition

Lead tracking is the process of tracking, documenting, and organizing prospects based on certain factors. These factors may include individual actions, the number of times a sales rep has connected with a prospect, the number of times a lead interacts with your brand, and so on. In other words, you are tracking leads from initial contact to close, whether it was successful or not.

The main reason why lead tracking is important is that it can give you a better understanding of your campaigns, your prospects, funnel, and sales and marketing efforts. This way, you can improve lead generation and increase sales.

Lead Tracking for Sales and Marketing Teams

Tracking leads in sales and marketing is a collaborative effort. These teams work together to identify qualified leads and close more sales. By studying your leads, you can create better user and caller experiences for your target audience.

By tracking leads, your marketing department can understand where leads come from, what advertising platforms are they engaging on, how they are interacting with your brand, and more. This information can help marketing teams create better campaigns and marketing strategies that will appeal more to your target audience.

Once good and promising leads are gathered, marketing departments can share these with the sales team. They can also provide all the necessary information that can help close these deals. Now the sales department works their magic and uses this information to approach each client and individualize the sale. All of this greatly increases the chance of making a sale or conversion.

Where and How to Gain Leads

In order to track leads effectively, your team needs to know where and how they can best get leads. A few different ways to capture leads are:

  • Trade shows and exhibitions
  • Email sign-ups and online subscribers
  • Social media
  • Market research
  • Call tracking where incoming calls inquiring about services and products are tracked, etc.

Next, your team may need an organized system to input, consolidate, and store lead information. Customer relations management systems (CRMs) such as HubSpot, Salesforce, Zoho, etc., can help you store and track information effectively.

So, what information should you collect from leads? Name, contact information, and how they came across your business, expectations, and so on.

How to Qualify Leads?

Determining whether your leads qualify or not means evaluating the value of a lead and how they can be useful to your business. You want to find leads that are promising and ideal for your brand.

Sales departments qualify their leads through different sales models. Some businesses use the BANT model. This model qualifies leads based on:

  • Budget: can the lead afford your product?
  • Authority: can they make a purchasing decision?
  • Need: do they have a need for your product/service?
  • Timeline: is there a specific timeline when they desire or plan to make the purchase?

Generally accepted types of lead qualification include:

  • Inquiry: the user who demonstrates interest
  • Marketing Qualified Lead (MQL): a user who interacted with marketing materials and has the potential to become a closed opportunity
  • Sales Accepted Lead (SAL): an MQL that is converted and accepted as a potential lead
  • Sales Qualified Lead (SQL): teams would use a sales model such as BANT to determine qualification
  • Closed: the user or lead made a purchase.

Call Tracking and Virtual Phone Numbers: A Dream Team

About 90% of customer interactions happen over the phone. This is when interested prospects learn about your business and its products, calling to inquire or get more information. Therefore, call tracking is essential to collect data on these leads, specifically:

  • Where they come from
  • Where they interacted with your product
  • What campaigns or ads encouraged them to call
  • How are they connecting with your business
  • How they are searching for services like yours (keywords, etc.)
  • Where are they calling from, and so on

You can use virtual phone numbers to track where incoming calls are coming from. For instance, you can purchase a toll free number and various local numbers and advertise them on different platforms. When calls come in, you can easily identify where customers are interacting with your brand or which locations are more responsive to your advertising campaigns. You can then use this information to improve lead tracking and lead generation efforts.

Start Tracking Leads Today!

You can create an in-house tracking software, enter data manually, purchase an online application, or use virtual phone numbers. Whichever way you choose, lead tracking is important to create effective marketing and sales processes. Use this marketing technique to find better ways to serve your customers and improve your business’ sales rate!

What is a Dynamic Caller ID for VoIP?

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Is it possible to change an outgoing caller ID? Yes, with the VoIP feature, dynamic caller ID, your business can display a local or toll free number instead of a long-distance or international number. But how do customizable caller IDs work and how can they benefit your business? Here we discuss dynamic caller IDs and their benefits.

What is a Caller ID?

Voice over IP or VoIP phone systems use the internet to place and receive calls. With a VoIP system, you can make calls from any location and through any device as long as it is connected to a reliable internet source. Such systems are also referred to as cloud phone systems. Because of their flexibility and use of the internet, these systems provide users with virtual communication features such as call forwarding, call recording, video conferencing, and more.

One of these features is a customizable and dynamic caller ID. The caller ID was first introduced in the 1980s. This allowed users to screen calls by being able to see who was calling. It provided an opportunity to miss calls from unknown numbers or numbers that were from different area codes.

However, this became a problem for sales and telemarketing businesses. Customers could now reject calls before answering them. Furthermore, it inhibited the activity of scammers and hackers as well. But in the middle of all of that, it negatively impacted legitimate businesses that were reaching out.

What is a Dynamic Caller ID for VoIP?

As a solution to this problem, the dynamic caller ID was invented. With the old, traditional caller ID systems, users were unable to change their outgoing caller ID. That is, the number that was displayed on the recipient’s device.

A dynamic caller ID, however, allows users to customize the number that is displayed. This way, you can show different numbers for different calls based on the purpose of the call. VoIP phone service providers can help you get and use this feature in different ways. Some providers will let you switch between different numbers that you purchase from them. You can purchase toll free, international, and local numbers. While others will give you a list of numbers to use with this feature.

The most common way is to get an outbound calling service with customizable caller ID capabilities from your provider. This way, you can use the outbound web dialer to place calls and display different virtual numbers. For example, even if your business is located in Texas, you can display a Florida area code number or a US toll free number as your outgoing caller ID. You can even get international toll free numbers and display them when calling international customers.

Why Does Your Business Need a Dynamic Caller ID?

The main reason why businesses use or should consider using a dynamic caller ID is so they can increase the chances of calls being answered. Individuals are less likely to answer calls from “unknown” numbers or numbers they do not recognize as toll free or local.

With a customizable caller ID, you can choose which number to display. When calling specific local areas, you can display that area’s local number or toll free number. In fact, this even increases the chances of receiving a call back because callers will be dialing a local or toll free number which does not incur high calling rates.

Contact centers, customer service teams, as well as sales and marketing teams can use this feature to reach more customers locally and internationally. The logic here is the customer will assume your business is local and will feel more comfortable doing business with you due to your location.

How to Get a Dynamic Caller ID?

United World Telecom offers a customizable caller ID with our outbound calling service. You can purchase outbound calling by adding it to your virtual phone number plan. Then, choose additional virtual numbers you would like to have. These are numbers for markets and areas where you want to expand your business or customer service. Then, start calling locally and internationally and give your team greater opportunities to make sales!

10 Benefits of Using an IVR System

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Almost every business now has an IVR system that answers calls on its behalf and then routes callers to the appropriate department. So, why are more and more companies using this automated communication tool?

IVR System: Top 10 Benefits

An interactive voice response, or IVR system, is an automated voice response system that answers incoming calls, identifies the purpose of the calls, and assists the caller. It transfers calls to the appropriate department or provides self-serving options that customers can complete themselves. IVR phone systems cut down on time and money while improving the way a caller interacts with a company. Here are 10 ways a business can benefit from IVR service.

1. Prioritizes Calls Based on Value

IVR systems can be predetermined with rules to prioritize and route calls based on the caller and their needs. This way, you can route high-value customer calls to the most appropriate or qualified agent. If agents are unavailable, the caller will be first in the queue. Doing so ensures that your team does not lose an important caller’s business due to long wait times.

2. Reduces Costs

An effective and well-designed IVR service can run without the need of an agent. It can help callers by providing self-serving options and only when these options fail, is an agent required. Therefore, an IVR system can help businesses save on the costs of hiring large customer service teams by allowing the automated system to do more. Your team can then focus on more important issues and interacting with high-profile clients.

3. Reduces Time Spent on Mundane Tasks

Customers calling a business need answers fast. Customer service teams are constantly on the phone resolving issues. An interactive voice response system saves time for everyone by interacting with the customer, identifying their needs, and offering support either through pre-recorded messages or by transferring them to the right department. They can expedite calls, accurately transfer callers, help them complete certain actions, and schedule callbacks. These calls never go unanswered. Callers receive support in some form or the other, without time wasted.

4. Supports and Improves Lead Conversion

Recent advancements in IVR technology have made it possible to use this tool for sales and lead generation. IVR systems, depending on the provider, are capable of reaching out to prospects on predetermined lists to check if they pre-qualify. They will ask prospects a few questions, after which qualified prospects will be routed to live representatives.

5. Enhances Caller Experience

Most providers offer IVR phone systems that can be customized on your end. Customize to improve caller experience through custom greetings, easy-to-understand prompts, and so on. This interaction should reflect an ideal interaction with your company. Callers who can easily navigate the system and get their concerns resolved quickly will only appreciate your brand even more.

6. A Marketing and Feedback Tool

Marketing teams have used IVR to study customer behavior and preferences using phone surveys and conducting marketing research. You can gain insights into your audience’s likes and dislikes, their demographics, communication preferences, and more. This information can be used to serve them better.

7. Scalability

IVR systems can adapt to an organization and its customers’ changing needs and expectations. Cloud-based systems are highly customizable and have virtual communication features such as intelligent routing, multilingual capabilities, and more. As your business grows, you can add more to your IVR phone system to support your needs.

8. Provide 24/7 Customer Support

IVR technology makes it possible to provide 24/7 customer support as it answers calls even during off or after hours. During these times, calls can be routed to a different office (in a different time zone), remote agents, or even your mobile phone. It can also provide answers to simple questions, provide company and product information, verify accounts, process payments, schedule callbacks, route to voicemail, and more. This way, even if caller concerns are not resolved, they know that they will receive a callback.

9. Personalized Self-Service

Automation is the future of customer service. An advanced IVR system can help callers verify new accounts, check account information, make payments, request renewals, and much more. You can even program the system to provide trouble-shooting support. This is helpful during high traffic periods when agents are busy, during off-hours, or for customers who prefer to solve the problem themselves.

10. Improve the Business’ Image

A business that provides 24/7 service and is able to resolve issues on the first call itself is a company that can be trusted and relied upon. And an IVR service can build that image for your company by making it more accessible and helping customers resolve their concerns quickly and efficiently.

Ready to Get IVR for Your Business?

United World Telecom offers an IVR system that can be easily customized and designed to meet your needs and requirements. Our IVR service comes along with each of our virtual number plans. To get the service, simply sign up for a new number or port your existing number on our homepage. Have more questions? Speak to an expert today!

UIFN or ITFN: Which is Best for Your Business?

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When you consider expanding your business to neighboring countries, one of the biggest concerns to consider is: how will you maintain communications and customer support with individuals in this part of the world? International phone numbers are one way to maintain reliable communication. And virtual phone service providers have two options for you: ITFN and UIFN.

UIFN versus ITFN

Which is a better number type for your business? To determine whether your communication system will work better with an ITFN or UIFN number, you first need to know how these numbers work and how they differ from each other.

What are International Toll Free numbers?

International toll free numbers (ITFN) are telephone numbers that are free to dial and can connect you to a representative in a different country. Businesses can use ITFNs to provide a free method for customers to call them. You can get an ITFN for any country that you want to expand operations to or provide customer support. United World Telecom offers ITFN numbers for more than 160 countries across the globe. Incoming calls are forwarded internationally to any number or line located anywhere in the world.

Therefore, even if your company is located in the US, you can get a UK toll free number (an 0800 or 0808 freephone number) and have incoming calls forwarded to your US office line. This enables free calling for customers and business contacts in the UK.

Advantages:

  • Choose from a list of 160+ countries to expand operations to.
  • It is the most cost-effective option for any company wanting to expand globally.
  • You may forward incoming calls to any location, as needed.

Disadvantages:

  • You will need a different ITFN number for each country you want to expand to.

How do Universal International Freephone Numbers Work?

A Universal International Freephone Number — also known as a Global Toll Free Number or UIFN — is a type of international toll free phone number that works in multiple countries through a single number. With a UIFN number, customers and contacts in up to 45 different countries can connect with you through that one toll free number. Here is a list of the countries where UIFN numbers are available, including information about mobile accessibility:

Country Mobile Country Mobile
Argentina No Latvia No
Australia Yes Luxembourg No
Austria Yes Macau Yes
Belarus Partial Malaysia Partial
Belgium No Netherlands Partial
Brazil Yes New Zealand Yes
Bulgaria Partial Norway Yes
Canada Yes Philippines No
China No Poland Yes
Colombia Yes Portugal Yes
Costa Rica No Russia Partial
Cyprus Yes Singapore Partial
Czech Rep No Slovenia No
Denmark Yes South Africa Yes
Finland Yes South Korea Yes
France Yes Spain No
Germany Yes Sweden No
Hong Kong Yes Switzerland Yes
Hungary Yes Taiwan Partial
Ireland Yes Thailand Yes
Israel No U.K Yes
Italy No Uruguay Partial
Japan Partial

While UIFN numbers sound good in theory, when deciding what number type works best for your business, one must look at advantages and disadvantages.

Advantages of UIFN:
A UIFN is a single toll free number for multiple countries, including popular locations such as Australia, Canada, Germany, Hong Kong, etc.
Having a single number makes it easier to manage communications instead of displaying a variety of numbers.

Disadvantages of UIFN:
UIFN are accessible from only 45 countries around the world. International toll free numbers, on the other hand, give you access to more than 160 countries across the globe.

These numbers, most of the time, require specific prefixes to be dialed before the number. These prefixes vary based on the country which can lead to confusion and misdialing.

Not all countries within UIFN coverage are mobile-accessible (refer to the above list).
Registration fees apply.

Choosing the Right Number for Your Business

Which is better for your business depends on your business’ international reach. If you have customers in only a few select countries, then getting separate ITFN numbers for those regions will be more useful. However, if you have extensive global coverage, you may find UIFN more beneficial. This decision also depends on your budget limits and how much getting multiple ITFNs or one single expensive UIFN will cost you.

Get Your International Phone Numbers for United World Telecom

United World Telecom offers both ITFN and UIFN numbers. If you know what you want, sign up for your new number on our homepage today. Or, call us at 1 (877) 898 8646 to discuss your business needs so we can help you make a well-informed decision.

Six of the Best Toll Free Numbers (And Other Funny Numbers)

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Who says business numbers must be strictly serious? Your number can be an opportunity for displaying creativity to attract customer attention. Here we will look at how some companies have used their toll free numbers in exciting ways to draw customers to their businesses.

Creative Uses of Toll Free Numbers

Businesses continue to demand toll free numbers for a simple reason: they work. They are very helpful in bringing customers to a business and they add a subtle layer of professionalism. And, the effects are even more profound when you use vanity toll free numbers.

Vanity numbers insert patterns or letters within the number itself to make it stand out from other numbers. Here’s an opportunity for businesses to insert their name or a feature associated with their business. And it makes for a great way to market your business as well because these numbers are easy to recognize and remember. We have compiled some of (what we think are) the best toll free numbers out there; here’s a look!

Six Best Toll Free Numbers

1. 1-800-GO-FEDEX — FedEx, the go-to multinational delivery service’s contact uses a vanity toll free number with its name inserted in it.

2. 1-800-HURT-NOW — a toll free line for personal injury attorneys. Calling this number can help you get connected with a personal injury attorney best suited for your case.

3. 1-800-THRIFTY — Thrifty Car Rental’s customer service for online reservation help. Interestingly, their other toll free contact number is 1-800-FOR-CARS.

4. 800-GIANT-MEN — The Gentle Giant Moving Company inserts its name creatively in its business number to market its brand, emphasizing that they are giants of moving.

5. 1-800-DOG-POOP — This pooper scooper service’s vanity toll free number immediately grabs your attention!

6. 1-800-GOT-JUNK? — You must have seen this vanity number displayed on vans and billboards across the street. This is a toll free number for the world’s largest junk removal service.

Other Popular Toll Free Numbers

Besides the above, here are some other common toll free numbers that you may have used from time to time:

  • 888-BBT-ONLINE
  • 1-800-WALGREENS
  • 1-800-CALL-LEE
  • 1-800-FLOWERS
  • 1-800-TAXI-USA
  • 1-888-BEST-BUY
  • 1-800-T-MOBILE
  • 1-888-SANDALS, and there are many more

Funny Phone Numbers

If your business wants to really grab the attention of potential customers, there is nothing quite like humor to hook them in. Many companies have taken a clever spin on vanity numbers, using just their phone number to create a fun, memorable, positive experience for customers. Now for some examples of the funniest business numbers:

  • 800-IGo-HoJo — Howard Johnson’s
  • 800-9CAKE90 — Piece of Cake Inc
  • 800-FIT-IS-IT — Jazzercise Dance Fitness Program

Vanity Numbers for Your Business

Vanity toll free numbers are excellent tools for businesses to consider. They can be highly versatile, offering beneficial features for marketing endeavors, connecting with customers, and adding a further level of reassurance. A business number that stands out from the crowd as a notable, memorable number is always a good thing; why not place your business ahead of the competition with additional credibility? If your business is aiming to make an impact with clever marketing, there are endless possibilities when using a vanity number.

Vanity Toll Free Numbers with United World Telecom

Are you interested in purchasing a toll free number or vanity toll free number for your business? Our inventory is highly inclusive, so if you are searching for a particular type of toll free number, we may be able to assist you. United World Telecom offers toll free numbers for businesses in more than 160 countries across the world. To find out how we can help you get more customer calls and drive up sales, call us today at 1 (877) 898 8646.

SIP Trunking vs VoIP: Understanding the Difference

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To decide whether your business needs SIP trunking or VoIP technology, you must first understand what these communication services are and how they differ. Here we will discuss in detail how these two types of technology operate so you can make an informed decision when choosing between them.

Difference Between SIP Trunking and VoIP Technology

SIP and VoIP are often used interchangeably, which is why they can be misunderstood. SIP stands for Session Initiation Protocol while VoIP stands for Voice over Internet Protocol. Both of these services provide foundations for IP technology. That is, they enable users to make and answer calls over the internet (or virtual phone lines) as opposed to traditional phone lines or PSTN lines. But there are a few key differences that set them apart, let’s have a look.

What is VoIP? The Basics

Voice over IP or VoIP technology is a business phone solution that transmits voice messages over the internet. It converts voice into digital signals and sends them to the destination number or endpoint. To use this service, you will require a VoIP phone and VoIP system. Most providers will even offer you unlimited calling minutes as a better deal. And so, for basic voice communication, VoIP is an affordable and practical solution.

SIP Trunking Explained

SIP trunking enables the transmission of multimedia and unified communications over the internet. SIP technology builds on voice over IP to provide not only voice but other communication as well. That is, video messaging, text messaging, file and document sharing, and so on. SIP trunking, therefore, works as an all-inclusive phone solution.

For a business looking to provide multi-channel communication, SIP technology is an ideal solution. This is because it is more affordable than using multiple different platforms/services as all communication tools needed are located in one place.

SIP vs VoIP

Now for the difference between the two types of virtual telephony solutions:

1. Type of Sessions Transmitted — VoIP calls handle only one type of session and that is voice communication. SIP calls, on the other hand, handle multimedia sessions such as voice, video, text, etc.

2. Operation — VoIP calls operate only over an internet connection and need a computer to run the software. VoIP handsets, for example, must be attached and connected to a computer to be used. A SIP trunk, on the contrary, can work over any network; this includes ISDN, VPN, or the internet. Plus, SIP equipment can operate by itself and does not depend on a computer to function.

3) Handling of Traffic — Both systems differ in terms of how they handle traffic. SIP systems work along with an office’s private branch exchange or PBX system. These systems are designed to manage large amounts of traffic and data. You can also add an extra layer of security by getting a direct connection to your provider. VoIP technology, on the other hand, handles traffic from a central network, where a provider oversees everything. This is perfect for businesses that do not have the experience or time to manage their own systems. However, on the downside, such central networks can easily be overloaded by heavy traffic.

Choosing One for Your Company

Deciding whether your company needs SIP trunking or voice over IP technology depends on the type of communications you want to set up. The choice is not really one over the other because SIP is an advanced version of VoIP. Both services can boost your company’s phone system by offering more reliable and cost-saving options. Based on how you want to communicate internally and externally determines whether you need only voice or multimedia sessions. You can get both SIP and VoIP with United World Telecom. Sign up on our homepage or contact us to learn more.

Inbound Sales Calls vs. Outbound Sales Calls

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Trying to identify the best ways to increase sales for your business? There are a few different approaches you can take: inbound sales calls, outbound sales calls, or a combination of both. Let’s look at how each approach works and what you should keep in mind.

Inbound Sales Calls vs Outbound Sales Calls

Before we move into specifics, it is important to understand the basics of sales calls. These calls generally revolve around generating leads and sales. They include either contacting a set list of prospects to increase brand awareness and make sales. Or, running a strong customer service and support team that answers incoming calls, resolves queries and concerns, and sells new products and services. Depending on the type of business you run, you may benefit from inbound sales or outbound sales calls, or both.

Inbound Sales Calls

There are typically two types of inbound sales calls. The first type refers to “hot calling” which is basically customers calling your business to resolve a query or initiate a purchasing process. The customer may have interacted with your website or seen a promotion on social media that piqued their interest. Now, you have managed to get their attention and interest. But it is on the inbound sales call where you convert this interest into a sale.

The second type of inbound sales call refers to “warm-calling” where you call customers who have interacted with your business. Maybe they signed up for a newsletter or emailed you a query or downloaded a PDF through your website, etc. This customer could also be a past or recurring customer who you are following up with. They made the first contact and now it is up to you to give them a reason to make a purchase and become a returning customer.

Outbound Sales Calls

Outbound sales calls refer to cold calls made to a predetermined list of prospects. This list is usually put together through market research and buyer persona reviews. Then, your sales team calls these individuals, informs them of your company’s products and services, current promotions, and sells to them. Some companies outsource their outbound sales calls to virtual call centers.

More recently, businesses subscribe to an outbound calling service to call local and international individuals in a less expensive way. An outbound calling service lets you make calls through the internet instead of traditional phone lines. And you have the opportunity to customize your caller ID to display specific local or toll free numbers instead.

Which Can Benefit Your Business?

This depends on the type of business you run and what you want your calls to do. For example, do you want customers to reach you when they are ready? Can your marketing efforts support an inbound sales call strategy? Is lead generation the focus of your company? Do you want to use customer service and success to make more sales?

However, you do not have to choose one over the other. With a strong customer support and service team, you can have outbound and inbound sales calls working together. This way, you target prospects based on marketing results as well as engage with interested customers who reach out to you. Having the right communication tools can help you maximize your company’s visibility as well as generate more leads.

United World Telecom Can Help

United World Telecom offers virtual communication tools for businesses of every size and in every industry. Whether your calls are focused on outbound or inbound sales, our features and services can enhance the way your business interacts with its customers. To learn more about what we offer, call us at 1 (877) 898 8646 or talk to an expert.

Use Outbound Calling and Call Recording to Improve Customer Relations

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As a business owner, you know how important it is to build and maintain customer relations. Thankfully, there are telecom solutions that can boost interactions between a business and its customers. An outbound calling service and call recording software are two such solutions. Here, we will discuss how these services can benefit your business.

Customer Relations: A Necessity

Customer relations refers to the relationship between a business and its customers. Good customer relations leads to customer satisfaction which increases retention rates. If your business fails to keep customers satisfied, then you will find them leaving your business for a competitor. So, what can you do to help your employees create strong customer relations?

Outbound Calling: Connect with More Prospects

Outbound calling is one of United World Telecom’s premium services that allows businesses to call local and international clients at reasonable calling rates. Most companies think of outbound calling as a way of generating new leads where the sales team calls potential customers and tries to sell products to them. While outbound calling does accomplish this, it also can do more.

You can also follow up with existing clients to practice customer success and help them achieve their goals. Customer success is when you work closely with consumers and clients to chart a course of action that helps them complete a goal. In this case, interaction is more long term than a customer support interaction.

How can your business improve customer relations with outbound calling? You can:

  • Welcome new customers
  • Follow-up with recent purchases or older customers
  • Generate leads
  • Increase brand awareness
  • Study different markets and customer preferences
  • Research the market
  • Set appointments
  • Make reservations
  • Track customer success efforts
  • Send reminders
  • Collect feedback, and more

Call Recording: Improve Quality and Accountability

Call recording software, also offered by United World Telecom, lets you record up to 100% of incoming and outgoing calls. You can store these recordings as MP3 files for up to 6 years within your account’s control panel.

Recording business calls gives your business the opportunity to go back in time and review important interactions. As a result, you can determine areas of improvement and sales tactics that worked. Additionally, recordings can be studied to find better ways to communicate with clients and learn what it is that they prefer or appreciate. With call recording, you get a better understanding of your target audience and learn how to serve them better.

How can call recording help your business maintain customer relations? You can:

  • Study recordings to identify strengths and weaknesses
  • Use recordings to train new employees
  • Collect and track customer information
  • Conduct performance evaluations
  • Maintain compliance with regulations
  • Keep customer information safe
  • Gather feedback
  • Protect against liabilities, and more

Customer Success and Customer Relations

As a business owner, you must strive to provide your employees with the right tools that can support their jobs. An outbound calling service can help them connect with a wider range of potential customers. This will, in turn, bring a more diversified customer base for the company. On the other hand, call recording will help them learn from their mistakes and accomplishments. You can further incentivize appropriate behavior by rewarding employees who do well in the recordings.

When employees are given the right tools, they are able to focus more on customer interaction and customer relations. Services and software that are easy to use will ensure that less time is spent working the systems and more time is spent on winning customers over.

Win Customers Over and Grow Your Business

United World Telecom strives to give you top-notch features and tools that can support your business’ communication needs. We want to help you expand your reach and increase customer retention rates. Outbound calling and call recording are two popular services we offer for this reason. To learn more about how these services can benefit you, call us at 1 (877) 898 8646.

Tips for Running a Successful Virtual Call Center

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Thinking of opening a virtual call center? Well, you are in luck. It is now easier than ever to start and run a full online call center, thanks to advancements in telecom technology. You will business phone service with features and tools that assist your communications. Outbound calling and call recording software are two must-haves for a virtual call center to be successful.

Running a Virtual Call Center

As a virtual call center, you will be working with inbound and outbound calling for different businesses. That means you will engage in making and receiving customer calls. These calls revolve around technical and product support, sales and lead generation, and more. To run a successful call center, you must adopt important virtual communication tools. Let’s look at how outbound calling and call recording, specifically, can boost business dealings.

Benefits of Outbound Calling

Outbound calling refers to calls made by a company to its customers. This can be done in-house through a virtual outbound calling service or by outsourcing to a call center. Outbound calls occur for sales and telemarketing, feedback or verification purposes, or to update contact lists and customer data.

You can get outbound calling for your business by signing up online. Purchase virtual numbers from United World Telecom and customize your caller ID to display one of these numbers. For example, you can have local and international numbers for different cities and states. Then, when you call a specific location, you can use a local number instead of a toll free or international number that customers are not familiar with. Unknown numbers are often ignored. Individuals are much more likely to answer the call of a local number. Outbound Calling, therefore, enables you to make long-distance and international calls with that location’s caller ID.

With outbound calling, you can follow up on customers, send them appointment and payment reminders, update customer data, collect feedback, raise funds, and more. This service gives you yet another means of staying in touch with clients and strengthening relations. Here are some tips to improve your outbound calling strategy.

Call Recording for Quality Assurance

It’s simple: you cannot operate an efficient call center without good agents. One way to monitor and train your reps is by recording calls and reviewing them. This is a good way to maintain call center standards. It also enables record-keeping which can protect your virtual call center from business and personal liabilities and misunderstandings. More and more corporations are adopting call recording software to keep records of their customer and contact list.

A call recording system from United World Telecom lets you record up to 100% of your calls and store them as MP3 files for up to 6 years. Additionally, you can add Call Recording to Outbound Calling to record outgoing calls as well. You can add this feature to your cart when shopping for virtual numbers.

This service can also be used to maintain compliance, depending on what sector the business you are representing comes under. For example, the financial services industry functions under the Dodd-Frank, MiFID II, and GDPR regulations and finance companies must keep up with their laws. While using call recording software, make sure you are aware of local and state regulations. Some countries do not allow recording unless one or both parties consent verbally or in their contract agreements. And so, it is important to keep these regulations in mind when choosing to record business calls.

Get Outbound Calling and Call Recording with United World Telecom

Boost your communications and sales by adding Outbound Calling and Call Recording to your office phone system. Contact us to find out how you can use these services or sign up for a virtual number and start building your virtual call center today!