The concept applies to most areas of life, but it carries a special message for small business. To feel certain that the product or service you’re offering is a “wow” experience is one of the most powerful goals a business can have. And the surest way to wow customers is by encouraging customer feedback through a thoughtful combo of skill and technology.

Getting customer feedback may sound straightforward: send out a nice email, pop up a 5-star rating box, and voila! you’ve got a review. But step into user shoes for a moment. Remember how often we take it for granted that a product intuitively grasps our needs or is stuffed to the brim with cool features. Or how many feedback requests we’ve ignored in the past month.

How do you avoid the trap of poorly optimized feedback, disinterested, or grumpy customers? What digital tools should you use, and which ones should you drop? We asked five global experts in small business to share insights accumulated through years of experience.

Let’s go!

1. Encourage customer feedback via different channels

Company info: OpsRamp | SaaS | California, USA

Any time when you struggle with a substantial amount of ignored customer feedback requests, it’s time to rethink your customer feedback strategy. The problem is most likely the communication approach, which is not convincing enough to your audience (even if it works for someone else).

Gerardo Rodriguez, Senior Technical Support Manager at OpsRamp, relates how a revamped feedback strategy impacted his company.  “Previously, our Customers had a very limited amount of ways they could deliver feedback to us. Once we started tracking how feedback was coming in, we noticed our engagement was quite low, so we decided to make changes to our processes.”

The changes implied a greater range of feedback channels and results were quick to show. “Since we’ve given our Customers multiple options for providing feedback and we follow up on it, it helps us make better decisions.”

“[Formerly], engagement on feedback inquiries was below 8% but is now at 34%,” Gerardo adds.

Tracking your active customer interaction channels is key to getting the most productive feedback. Channels to encourage customer feedback include: Customer Feedback Management (CFM) apps and services, Customer Relationship Management (CRM) or Case Management System (CMS) services, Phone, E-mail, Social Media, Google Reviews, web reviews, Chat, Surveys, and more.

2. Don’t leave customers second-guessing (and don’t do so yourself)

Company info: Edge Marketing | Digital Services | Gold Coast, AUS

A lot of failures in life are a result of second-guessing. Instead of plainly asking, we lose hours ruminating over what other people think and want. In a business environment, second-guessing is even more ridiculous and will always lead to poor ROI. If we turn the tables, though, the same applies to your clients. You should never leave customers wondering about the credibility of your business.

After encouraging feedback from customers, Sean Clancy, SEO Director at Edge Marketing in Australia, became aware of a customer service problem. “As we are an online agency, people expected us to be on Facebook messenger or emails all day every day. [The most surprising feedback] was us not being available 24/7.”

Thanks to timely feedback, Sean implemented digital tools that help users in different geographies feel equally heard and cared about.

“We did implement auto-responses on our FB and email systems to let people know our working hours and when they are likely to receive a response if they contact us outside of those days and times.”

For an online business, where 30%-50% of sales go to the business that responds first, such a simple tweak in customer experience made a lot of impact.

Learn more: 5 Customer support tools that work while you sleep

3. AI is good; people are better

Company info: MightyCall | SaaS | California, USA

In marketing and sales, businesses use a lot of automation tools to facilitate processes. But like every digital tool, automation can become a wall between you and your clients when used as a replacement for human connection.

Anna Miranchuk, our own award-winning Product Manager at MightyCall, explains the importance of picking up the phone and finding a personal approach to every client. “We use several successful feedback channels. Some, like our live support, e-mail, and feedback forms, are always available. When launching new functionality, we always include a feedback request right in the new interface.”

If you’re a growing business, getting live feedback over the phone shouldn’t be taken lightly.

“It’s usually thoughtful, rather than spontaneous communication that gives the best results,” Anna underlined. 

Here are the essential components Anna mentions as critical to successful customer feedback over the phone:

• Select your target audience prior to the phone call
• Share the subject of your conversation in advance
• Allow the customer to schedule the date/time by themselves
• Map out the goal of the conversation, why you wish to talk to this person in particular, and jot down important questions
• Always be flexible and get a feel of the person you’re talking to, adapting your questions as you go. Often it’s the unexpected turns that lead to the deepest insights!

4. Get customer feedback  across to the right people

Company info: English Blinds | E-Commerce; Retail  | England, UK

Being in retail and online businesses at the same time is a tough double act. For such companies (or any growing business), gathering successful feedback from many channels is only half the deal. The critical part is getting information across to the right people. Unfortunately, that is precisely the stage where many businesses stumble.

John Moss, CEO of English Blinds, shares a story where feedback could’ve easily been overlooked. Instead, it became a game-changing impulse for his business.

“We manufacture and retail window blinds and dressings and our showrooms are divided up into specifically themed sets,” John says. “One [set] was carpeted, prompting a comment on the feelings and associations generated by that new carpet smell. [It] was something of a revelation for us was when a customer commented on the…impact that [smells] have on the shopper experience and buyer journey.”

Sensory marketing is a popular “trick of the trade” in food industries (e.g. that fantastic freshly-baked bread smell in your local supermarket makes you eager to shop). Nevertheless, it’s easy to see how feedback like that could have been ignored in the home improvement sector. Instead, John’s team gave it due attention and passed the right info to the right people.

The resulting changes, John adds, were considerable.

“We built on this feedback to… produce an immersive shopper experience, and targeting multiple senses, particularly one with such a strong association with memory as smell. [It] became something of a game-changer for us.”

5. Use uplifting feedback to boost company values

Company info: Hollingsworth | Logistics | Michigan, USA

Feedback comes in many shapes and sizes. There’s positive, sunny feedback that makes your day brighter. There are angry social media trolls who project negative vibes to ruin your day. And then, there’s feedback that will leave you thinking because it’s not about some cool feature or service to implement, but your deeper company values.

This is something that Pat Donovan, Director of Operations at Hollingsworth, a logistics company catering to the whole of North America, encountered. “One client asked us to provide a waiting room because truck drivers are often exhausted and want to be comfortable,” Pat shares. Many a company would overlook a concern that wasn’t “top priority”. However, Hollingsworth saw it as an opportunity to invest in values.

“We know their concern is valid and want our clients to feel like family. [As a result] we revamped our waiting rooms and made them more interactive and friendly with snacks and drinks.”

The fact that the company noted this feedback expressed by one client speaks tons about its customer service and core values.

Why is customer feedback important?

• Adapting to customer needs: Understanding and responding to customer feedback is crucial for meeting their evolving expectations and enhancing their satisfaction.
• Business growth and innovation: Gathering insights from various sources can lead to innovative ideas, helping businesses stay ahead of the competition.
• Quality improvement: Regular feedback helps in identifying and fixing issues, leading to continuous improvement in products and services.
• Brand loyalty: Engaging with customers and valuing their opinions fosters a sense of community, enhancing brand loyalty and advocacy.
• Market relevance: Feedback keeps businesses aligned with market trends, ensuring they remain relevant and successful in a dynamic environment.

Time to start collecting feedback!

The journey of a small business is filled with challenges and opportunities. By embracing diverse perspectives, focusing on customer feedback, and staying adaptable, small businesses can carve a unique path to success. Balancing strategic planning with a passion for innovation allows them to grow and thrive in a competitive landscape, turning obstacles into stepping stones for achievement. In the world of small businesses, the right approach and dedication can transform aspirations into realities.

The post 5 Ways to Encourage Customer Feedback Like a Pro first appeared on MightyCall.

To ensure that your business voicemail gives off a positive image, it behooves you to have a great voicemail greeting befitting your type of business. In this article, we’ll be running through 50 of the best examples, including for different days, types of businesses, and moods you want to get across to your callers. It’s not hard to come up with a free voicemail greeting for business!

• What is a good voicemail greeting for business?
• What to say in a voicemail greeting? 
• Why is having business voicemail greetings important? 
• Tips for creating a business voicemail greeting?
• How knowing your audience can help create a perfect voicemail greeting?
• How to set up business voicemail
• 50 business voicemail greeting examples 
• How do you create the perfect voicemail greeting? 

What is a good voicemail greeting for business?

A good voicemail greeting is created with a short message, oftentimes no more than a couple of sentences, in which callers are provided with the information they are most likely to need. The best voicemails seek to predict, and therefore address, the concerns of callers before they get to a physical person, in order to cut down on call times.

What to say in a voicemail greeting

It’s easy to mess up a professional voicemail greeting for business by using unoriginal phrases or by going on too long. Here’s a few things to do (and not do) when composing a message:

1. Do not begin with the “Your call is very important to us…” This overused phrase is a boring “turn off” to callers and isn’t taken sincerely.
2. Let the customer know the name, department, and position of the person whose voicemail they reached.
3. Apologize for being unavailable to take the call.
4. Invite the caller to leave a message.
5. Mention the approximate time when you’ll return the missed call. Follow through with a call back!
6. Optionally, your voicemail may include: a call to action, an alternative service phone number, a company email, a website, or social media. Some industries (e.g.medical) may find it necessary to give an emergency contact number.
7. Keep the information concise – giving too much will confuse the caller.
8. Keep things simple! While you don’t want to sound overly generic, it does not hurt to follow a script or even a template of some kind.

Why is having business voicemail messages so important?

Businesses need to present a professional tone to interested clients; if you seem amateurish or unwilling to care about the little details, it’s likely that they’ll pass you by. One of the best ways to start off on a good foot is with an appropriate voicemail script. The main reasons to have a good greeting are:

1. Coming across as a professional.
2. Being able to immediately provide information to callers.
3. Cutting down on the number of callers who actually need to speak to a person. If you write your voicemail script right, you may never need to be one of those people who go about answering a business phone.
4. Keeping callers attended to during after-hours when a receptionist isn’t available
5. Being able to mention recent successes. It’s *your* voicemail message after all- it doesn’t hurt to remind callers who *you* are!
6. Encouraging call-backs: Motivate callers to leave messages, ensuring follow-up communication.
7. Customized for seasons or events: Update greetings for holidays or special events, showing attention to detail and current engagement.

Tips for creating a business voicemail greeting

1. Write a script ahead of time – Nothing sounds worse than a business voicemail message with a bunch of pauses and “uhhhh”s that ruin customer expectations. A simple business voicemail script can help to avoid this.
2. Prepare yourself and your surroundings –  If you plan to record yourself, make your space quiet, without background noises. Test the mic, do a few takes. See what you can improve but give it a practical eye — don’t just roll your eyes at “how weird my voice sounds”.
3. Mention key facts about your business – Many business callers just want to find out things like opening hours. By including information like this on your business line, many callers won’t need to actually speak to you
4. Make it unique – Try to avoid cliched and standard phrases. They make your business communication strategy seem impersonal and uncaring.
5. Keep it (relatively) short – While you shouldn’t make your voicemail only seconds long, you shouldn’t approach a minute either. The best is to shoot for about 30 seconds
6. Listen to your business voicemail sample recording before you’re finished – Make sure you are audible and that you are not speaking too quickly or too slowly.
7. Don’t forget to update – Often we run short on time, and Christmastide tends to spill over into Eastertide. Don’t let that happen here! An outdated version of information, music, etc. can make your callers believe that your company is either negligent or has gone out of business.
8. Include a friendly sign-off – End with a warm, courteous closing that leaves a positive impression and encourages interaction, such as “Thank you for calling, we look forward to speaking with you soon.”

How knowing your audience can help create a perfect voicemail greeting

Your voicemail is like the welcome sign on the door of your business. You wouldn’t want one that wards off potential clients – you’d want something that reflects your business ideals, looks inviting and keeps a professional tone.

To give the appropriate sort of welcome to your callers, approach your voicemail message like you would bigger customer experience content: analyze your audience and goals. As each industry is special, your goal is to find the “golden ratio” of flexibility for your specific audience.

Here are several things to consider regarding your audience:

• Industry or niche: how much of a business “dress code” does your client communication involve? Remember that even in formal business areas, a polite personal touch is always welcome.
• Target audience age: are you part of an industry catering specifically to millennials, senior citizens, or perhaps Gen Z-ers? You might want to spice up/tone down your message accordingly. Read into a sample helping of messages to get a tone right for you.
• Geographical and language preferences: if your business is serving a national audience (for example, you have an online shop) it makes sense to follow the example of caring business owners nationwide who go the extra way of adding bilingual voicemail greetings. Consider English/Spanish business voicemail pairs for the U.S. and English/French for Canada.

How to set up business voicemail

Setting up a voicemail for business varies depending on the kind of phone you are using. With VoIP online numbers, a business owner or employee can usually go to their central web portal or mobile app to change the telephone greeting for the business number when setting up their voicemail for business. But for many cell phones, it works like this:

1. Go into “Settings” or tap the “Phone” icon
2. Tap voicemail, and press 1 or 0
3. Oftentimes a password will be required (you should have set one up previously). Input that.
4. Record the proper new message, and (usually) press 1 or 0 again to save it.

50 business voicemail greeting examples

Below is just a small sample of the many ways you can make it interesting for your callers to leave a message at the beep! To download any of the audio files, click on the menu (three dots) and select “Download”.

General voicemail examples

1. Hey, I’m not at the phone at the moment but rest assured I’m hard at work and willing to work with you. If you leave your name and number I will get back to you as soon as I can.

2. Greetings! You’ve reached [Name] but unfortunately I can’t pick up. Please leave your preferred contact information and I’ll respond [by certain time].

3. This is [Name]’s inbox. Thank you for your call. Alas I’m currently occupied but if you leave your name and number you will receive a call back.

4. Hey there, you’ve reached [Name]. Hope you’re having a great one. If you leave your name, bumber, and why you’re calling, I’ll get back to you as soon as I can.”

5. Hey this is [Name]. As you can tell I’m currently unavailable but if you leave your info I’ll respond when I can.

6. Hey I’m currently not available. Please leave your name and number at the beep and I’ll get back with you.

Small business voicemail greeting examples

7. Hello hello! [You’ve reached {Company} but] Unfortunately we can’t come to the phone right now. But thank you so much for your call! If you leave your info we’ll get back to you as soon as humanly possible.

8. Hello friend! It’s callers like you who are the lifeblood of [Small Business’ Name]. That means your needs are important to us. Leave us your name and number and they’ll be addressed as soon as we are able.

9. Hello there! It’s good to hear from you and we hope you’re having a wonderful day. We’re probably helping a client at the moment, so if you just leave your name and number at the beep we’ll be sure to get back with you.

Short voicemail greeting examples

10. This is [Name]. Please leave a message, thanks.

11. You’ve reached [Name]. Leave your name and number and I’ll get back to you.

12. This is [Name], sing your song at the beep!

Cell phone voicemail examples

13. You’ve reached [Name]’s cell. If you’re trying to reach me at work, my number is [Number]. Otherwise, leave your name and contact info and I will get back with you.

14. This is [Name’s] mobile phone. If this is a work related call, please try contacting me at [Work number]. If not, leave your information at the beep.

15. Hi [this is {Name}], thanks for the call. Please leave your name and number.

Business voicemail greetings during opening hours

16. Hey you’ve reached [Company Name]. Today we’re open [Insert Hours Here], so come on by! If you can’t manage a trip, leave your name and number and we’ll get back to you at the earliest opportunity.

17. This is [Company Name]. Thanks so much for giving us a call. Today we’ll be open until [insert closing time]. If you have a more specific question, leave us your information and we’ll get it answered.

18. Hello, [you’ve reached {Company Name}]. We’re currently open so we might be helping a customer at the moment. Drop us your name and number and we will return your call.

Voicemail greetings for after business hours

19. You’ve reached [Company Name]. We’re currently closed but will re-open tomorrow [Time of Day] at [Time]. Leave us a message and when we open up we’ll be sure to address your call.

20. Unfortunately, we [at {Company Name}] have gone home for the day. But rest assured we’ll be back and hard at work the next business day [at {Time} tomorrow or whenever the business is next open]. For pressing matters, leave a message and we will answer it first thing when we can.

21. Currently, [Company Name] is closed and will re-open at [Time]. While we cannot answer calls now, we will be sure to return them in the order they were received, so make sure to leave your name, number, and reason for calling at the beep.

Main office greetings

22. Greetings, you’ve reached the main desk [of {Company Name}]. Leave a message at the beep and be sure to include the name of the person you’re trying to reach.

23. This is the main office at [Company Name]. Unfortunately, we’re currently unable to take your call. Please leave a message with your name and number and any other key information.

24. We at [Company Name] care about your concerns. Please leave a message with any important info and we will get back to you as soon as possible.

Department specific greetings

25. You’ve reached [Name] at the [Department Type] Department. Please leave a message. Thanks.

26. Hey, [Name] here in [Department Type]. Leave your name and number and I will get back with you.

27. This is the [Department Type] at [Company Name]. Please leave your name and number and one of our associates will get back with you as quickly as possible.

Greetings for specific team members

28. Hey-howdy-do! This is [Name] at [Company Name]. I’m not at my phone right now but if you leave your information and why you’re calling I’ll be sure to get back with you.

29. Hey there, [Name] at [Company Name] here. I’m unavailable to take your call, but if you leave a brief message I’ll be sure to make time for you.

30. Hi, you’ve reached [Name]. I currently can’t talk. Please leave a message at the beep and I’ll return your call.

Customer service voicemail greetings

31. Hi, you’ve reached Customer Service. Leave a message with your question, comment, or concern and we’ll get back with you ASAP.

32. This is [Name] at [Company Name]’s Customer Service. We’re currently servicing other callers but if you leave your name and number we’ll call you at the first available opportunity.

33. Thanks for calling Customer Service. All of our operators are currently busy assisting other callers. Please leave a message with your name and number, as well as the reason you’re calling. Thank you!

Out of office voicemail greeting examples

34. Hi, this is [Name]. I’m out of office until [Date or time of return]. Please leave a message with your name, number, and reason for calling, and I will get back to you as soon as I get back to work.

35. You’ve reached the voicemail of [Name]. I’m currently out of office and will not be returning until [Date or Time of return]. Please leave a message with all relevant information and I will get back with you in order of messages received when I return to work.

36. Greetings. I’m currently out of office and cannot receive calls. If this is a time-sensitive call, please dial [Alternative number here]. Otherwise, please leave a message with your name and number. Thanks and have a good one.

Business closed voicemail message

37. Hey this is [Name]. I’m not at work right now but will be back when we re-open at [Time]. If you leave a message with your question and your number, I’ll be sure to get back with you.

38. Thanks for calling [Company Name]. Unfortunately we’re currently closed but will re-open [at {Time}] tomorrow, when we’ll be able to answer your questions. To make sure we get back with you, leave your name and number.

Personal voicemail greetings

39. Hey this is [Name]. Sad to say but it seems that I can’t take your call. So leave your name and number to make sure I can call you back!

40. You’ve reached [Name]. I currently can’t answer the phone but can receive messages; why not leave one?

41. Thanks for calling. Alas I cannot respond at this given time, but be sure to leave a message to make sure I can give you a ring in the future.

Professional voicemail greetings

42. Thank you for calling [Company Name]. Our lines are currently busy or we are otherwise unavailable. Please leave your name, number, and reason for calling. Have a nice day.

43. Greetings, [this is {Company Name}, and] we are grateful for your call. Unfortunately we are otherwise occupied at the moment. Please leave us your name and number and we will return your call at the earliest possible time.

Funny voicemail examples

44. [Name of Caller] work at [Name of Company], only to find your phone message. And I’ll call back, I’ll call back, as soon as I am able! (preferably sung in the rhythm of the original song)

45. This is [Last Name.] [First Name][Last Name]. I’m unable to take your call because I’m doing secret things. Leave your number and I’ll call back when those secret things are finished.

Vocational voicemail examples

46. At a Construction firm: You’ve reached [Firm Name], where we’re hammering the competition and our prices. If you leave your name and number we’ll get back to you once we put our hammers down.

47. At a legal firm: Hey this is [Firm name], where we fight for you. Leave us your number, name, and a bit of information about why we’re calling so we can have the right associate call you back.

Holiday voicemail greetings

48. For Halloween: Our prices are so low it’s downright spooky! Come see what all the fuss is about at [Company Name], but if you can’t, leave your name and number at the BOO and we’ll get back to you.

49. For Independence Day: Happy Independence Day! Please leave a message- but make sure to speak up over the fireworks!

50. For Thanksgiving: “Turkey in the morning and turkey at night means we’re too stuffed to come to the phone right now. Leave us a message and we’ll get to you as soon as we can get up off the couch again!”

How Do You Create the Perfect Voicemail Greeting

Now obviously, all of these are just some examples – there are plenty more ways to make it interesting for your clients when they leave a message. But the important thing is that you have something, you include some basic information, and you keep it relatively short.

To benefit from the practice of voicemail messages, you need a business phone system that makes recording, tweaking, and uploading sample voicemail greeting scripts as easy as possible. Not just for you, but for your whole team.

MightyCall provides such an answer for businesses. With simple, visually-based call flows, adapting your voicemail messages for different customers and even different times of day demands no tech knowledge and no hardware.

The post 50 Best Business Voicemail Greetings (2024) first appeared on MightyCall.

In this article, we’ll be talking about the best conference calling services for your business. We’ve based our selections upon a wide variety of criteria, from price to accessibility to reliability – and more!

• What is a conference calling?;
• How do conference calling services work?;
• Types of conference calling services;
• Top 10 conference call services;
• How we evaluated the best conference call services;
• Best conference calling services: comparison;
• 10 best conference call services: overview;
• Other conferencing services considered;
• Why do you need a conference call service?;
• How to choose a perfect conference calling service;
• Key features to look for in conference call service;
• Enjoy conference calls with your team.

What is a conference calling?

When you partake in conference calling, you are partaking in a phone call with multiple people being involved. It can be done over the phone or computers. There does not have to be a maximum limit of meeting participants, though three is the lowest for it to be considered a conference call (otherwise, it’s simply a normal telephone call).

Sometimes, such phone calls are also known as teleconferences.

How do conference calling services work?

Modern providers of conference call services have made it easier than ever to get connected with your teammates from afar. Nowadays, with modern VoIP technologies, these calls are usually made over the internet, be it a wired connection or a Wi-Fi connection.

Oftentimes these calls can be made over the computer, though some of these phone conferences are of course made through phones. Callers can use headsets, desk phones, laptops, special conference phones, mobile phones, desk phones, or other types of communication software/hardware.

Types of conference calling services

When it comes to conferencing services, there are essentially two types: operator-assisted and reservationless. Though they sometimes are referred to by different names, the two categories are essentially the same:

• Operator-assisted: Those of you who made calls before the late 1990s may remember having an operator. This type of service helps get your teleconference started by getting everyone together via invites, keeps recordings, and controls the flow of speakers. Oftentimes for extremely large calls, or very important ones (or both – for example, a stockholders meeting) will use these types of phone conference services.
• Reservationless: The one you may be more used to, this type of service simply has the call run totally by you. You invite people and run the entire thing yourself. A normal company meeting may operate using this, for example.

Top 10 conference call services

1. MightyCall – Best for small to medium-sized businesses (SMBs)
2. FreeConferenceCall.com – Top conference calling service for students
3. Zoom – Best for customer support
4. RingCentral – Best for medium to large-sized businesses
5. Nextiva – Best for conference calls on multiple devices
6. Skype – Best for external calls
7. Webex – Best for large businesses
8. GoToMeeting – Best for businesses concerned about call security
9. Microsoft Teams – Best for businesses that like integration
10. Vonage – Best for businesses who need HD-quality calls

How we evaluated the best conference call services

Here is what we included when determining the best options on the market, and why we included them:

• Price: This is what everyone looks for when looking at products, and it’s reasonable to do so. The best product, if overpriced, may not be worth it. Sometimes there are true gems which can be obtained for a steal…and sometimes, there’s a reason why something is priced so low.
• Features: When looking for conference calling systems, you are likely looking for more than just the ability to call multiple people at once. That means you’re probably looking for features – and not just features, but features which actually can help you as opposed to being just thrown in there to make the list look impressive.
• Number of Callers: Some conference bridges – which is the term for the tool which allows people to connect to one another – can only “support” a certain number of people. Whereas others can support lots. This does not make one service better than another inherently (though if there are serious restrictions, that could be a problem).
• Customer Support: When you are relying on a service to make calls with tons of people, you need to know that you have help if things get bumpy. That’s why we looked for Customer Support (or a lack thereof) when ranking the best conference calling services for small business.
• Stability: Do calls drop frequently? Do they stay clear and easily understandable? Nothing can be more frustrating when people can’t hear you because of having a bad conference call service and you have tons of people trying to get their two cents in.

Best conference calling services: comparison

10 best conference call services: overview

1. MightyCall

MightyCall is a VoIP phone service built for small to medium-sized businesses. They have operated at the top of their game for some years now and have built up a reputation as offering a wide variety of features – including conference calling – for an affordable price.

Why we picked it

Simply put, MightyCall is the #1 on our list because they offer the widest variety of features and a fantastic ability to integrate conference calls with the rest of the features they offer. The ability to leave notes on phone calls, for example, is helpful when working in a larger company. The quality of call audio is a major plus, as is their reactive and quick support staff. While they offer dozens of features – meaning conference call meetings are not their only priority – it’s enough of one to garner our top spot.

Best for

MightyCall is a strong voice conferencing service for small and medium-sized businesses (SMBs).

Price

• Core: $15/month
• Pro: $20/month
• Enterprise: Contact them for a quote

Key features

• Call whisper
• Call barging
• Auto attendant
• Call flow designer
• Three-way call

Customer service

Aside from their Help Center, MightyCall also offers the ability to open tickets or call their support team directly.

User reviews

G2 Reviews – 4.5 out of 5 Stars

Pros & cons

2. FreeConferenceCall.com

FreeConferenceCall.com pretty much focuses on what you’d expect them to focus on: being free. They have put a ton of focus into it (as we’ll get to), earning them our number two spot. There are some downsides – mainly the fact that they essentially only focus on being free – but those do not override their genuinely useful conferencing tools. Though it’s number two on our list, they’re probably the best free conference calling service.

Why we picked it

FreeConferenceCall lives up to the name. Their free conference calling service is expansive – up to 1,000 people can be on a call at any given time – and their pricing system, a pay-as-you-go system, is unique. Like MightyCall, FreeConferenceCall is a VoIP system, which makes it accessible and easy to use from practically anywhere.

Best for

FreeConferenceCall is fantastic for students and entrepreneurs.

Price

FreeConferenceCall is pay-as-you-go, meaning that you can pay any amount you’d like. Their website has the average amount listed as $8.21 per month, but you can use their service for free if you do not have anything to spend.

Key features

• Call recording
• Muting
• Pay as you go

Customer service

FreeConferenceCall has one Contact Us page, which seems to be used for company inquiries as well as tickets.

User reviews

G2 Reviews – 4.5 out of 5 Stars

Pros & cons

3. Zoom

After the events of the coronavirus pandemic, it’s hard to find anyone who has not heard of Zoom. Exploding into popularity, the now-dominant video service has become known for its ability to speak both one-on-one and with multiple participants, along with the easy way folks can dial in.

Why we picked it

Zoom is very easy to use and offers solid sound quality. Anyone can download the software relatively easily, and the prices are manageable. Plus, with hundreds of participants being able to be squeezed into a meeting, you can have big and small calls.

Best for

Zoom is best for small to medium-sized businesses, though solopreneurs can also benefit.

Price

Zoom is available for free in a stripped-down version. However, they also offer (when billed monthly):

• Pro: $15.99/per user
• Business: $19.99/per user
• BusinessPlus: $25/per user

Key features

• Online whiteboard
• 300 participants in a single call
• Video and audio conferencing
• Conversation analysis

Customer service

Zoom offers a Support page with articles about the service and a place to create an online ticket. Licensed Zoom users can also call Support for help.

User reviews

G2 Reviews – 4.5 out of 5 Stars

Pros & cons

4. RingCentral

RingCentral is a conference call company which has been serving the business community for years, and their services extend to conferencing. In fact, we’ve rated it as one of our best conference call services. Why? Read on for more!

Why we picked it

RingCentral’s service is incredibly easy to use. One of the key benefits is the ability of practically anyone – given permissions – to join, making it a highly useful corporate conference call solution. On top of this, they also offer many key features that are crucial to making a helpful and useful VoIP service.

Best for

RingCentral is best for medium to larger businesses, though smaller businesses can also find that the service is helpful.

Price

RingCentral has three pricing plans:

• Core: $20/per user
• Advanced: $25/per user
• Ultra: $35/per user

Key features

• Internet and non-internet phones can call in
• Call delegation
• Call forwarding
• Call flip

Customer service

RingCentral offers a Support page with how-to guides, along with a chatbot.

User reviews

G2 Reviews – 3.9 out of 5 Stars

Pros & cons

5. Nextiva

Nextiva is a virtual phone service which offers many features, including the ability to host conference calls. It lands on its spot in our list because, while the above systems are ranked higher, it still manages to pack a punch when it comes to quality and quantity of features.

Why we picked it

Nextiva offers the ability to host up to 200 people for HD-quality web conference calling, offering video conference calling services along with just voice. Their own app also makes joining extremely easy, and crystal clear audio makes it a real winner.

Best for

Nextiva is best for small to medium-sized businesses.

Price

Nextiva is slightly different from the other options in our list in that their pricing is based around either Business Communication or Contact Center; for the former, it depends on how many users you have. But with 5-19 employees (or at least, users), per year the costs are:

• Essential: $21.95/per month/user
• Professional: $25.95/per month/user
• Enterprise: $35.95/per month/user

Key features

• Dial-in number for mobile devices
• Auto attendant
• Call recording

Customer service

Nextiva’s Support page has videos and guides for how to use their product. If there is a number for users of their paid conference call services to call for help, it is not available through scanning their page.

User reviews

G2 Reviews – 4.5 out of 5 Stars

Pros & cons

6. Skype

Before there was Zoom, there was Skype. Skype was once the dominant VoIP-type calling service; once it was purchased by Microsoft, it shot into popularity in a way it had never reached before. Though Zoom had surpassed it during the pandemic in terms of popularity, Skype is still extremely present and is a reliable conference bridge service.

Why we picked it

Skype is something that everyone and their grandmother – oftentimes literally – has been able to use for decades. It is very easy to understand, international calling is relatively cheap (though not free), and offers relatively solid video capabilities. Skype has, likely in an attempt to keep up with Zoom, also managed to update itself in some pretty useful ways, like being able to host calls with up to 100 people without anyone needing to download the software.

Best for

Skype is best for smaller to medium-sized businesses.

Price

Skype is free to use. Purchasing minutes for international calls may vary in price, depending on where you are making the calls and what currency you are purchasing the minutes in.

Key features

• Easy-to-use calling
• 24 hour-long calls
• Free calls

Customer service

Skype’s Support page, like some others here, has both videos and guides, along with FAQs. You can speak to a virtual agent. They have a Contact us page, but getting to an agent is extremely difficult.

User reviews

G2 Reviews – 4.3 out of 5 Stars

Pros & cons

7. Webex

Webex is not as well known as some of the other names on our conference calling platforms list, but you probably have heard of their owners: Cisco. Calling itself a “collaboration suite,” Cisco offers users the ability to have large amounts of people easily join your calls.

Why we picked it

Ease of use is important, as is pricing. Webex offers both of those and more, including some pretty unique features amongst conference call providers, like closed captioning for multiple languages, live polling, and the ability to join overlapping meetings at the same time (for the multitaskers out there).

Best for

Webex is best for medium to larger businesses.

Price

Although Webex offers a free tier, they are not a free conference call service, as the free tier is very bare bones. The pricing per month/per license is the following, when billed annually:

• Free: $0
• Meet: $12
• Suite: $22.50
• Enterprise: Contact them for more

Key features

• Free 40 minute calls on the lowest tier
• Voice optimization
• Secure lobby

Customer service

Webex’s Support page outlines the seemingly complex process of getting help from support.

User reviews

G2 Reviews – 4.3 out of 5 Stars

Pros & cons

8. GoToMeeting

GoToMeeting returns us to the more well-known services on our list. This telephone conferencing service prides itself both on quality of call and on the security of said call.

Why we picked it

GoToMeeting, like the other conference line providers on our list, figured out that a lack of downloads makes people want to use your product more; in fact, it’s this focus on flexibility which landed them on our list. Their focus on security – not allowing randos in – seems to be an attempt to land people disconcerted with the “Zoom bombing” which was so popular during the pandemic.

Best for

Webex is best for solopreneurs and smaller businesses.

Price

Like many others, GoToMeeting has three price tiers. When billed annually, per user the cost per month is:

• Professional: $12
• Business: $16
• Enterprise: Contact them for more

Key features

• Automatically generated meeting transcripts
• Risk based authentication
• Chat rooms with coworkers

Customer service

On GoToMeeting’s Support page, you can find guides, and a virtual agent chatbot. Through the latter you can join help sessions.

User reviews

G2 Reviews – 4.2 out of 5 Stars

Pros & cons

9. Microsoft Teams

Microsoft Teams is the adopted brother of Skype (or more so, Skype is its adopted brother). Microsoft is trying to replace Skype for Business with Teams, and it’s clear why: Teams is a more modern and more widely used conference calling service by professionals, like teachers and offices.

Why we picked it

Microsoft Teams is developed by Microsoft, which has clearly thrown its weight behind the product. Not only is it intuitive to use, but it ties into Office 365 and its fleet of apps. Plus, it is extremely cheap – it is one of the cheapest on our list.

Best for

Microsoft Teams is best for businesses of all sizes, from small to large.

Price

Teams has three price tiers. When billed annually, per user the cost per month is:

• Microsoft Teams Essentials: $4
• Microsoft 365 Business Basic: $6
• Microsoft 365 Business Standard: $12.50

Key features

• Integration with Office 365
• File sharing
• Polling

Customer service

Teams’ Support page offers guides, but there are no clear ways to talk to an actual human.

User reviews

G2 Reviews – 4.3 out of 5 Stars

Pros & cons

10. Vonage

Rounding out our list of best conference calling services is Vonage, a long-serving phone company. Operating since just before the turn of the century, they have lots of experience connecting people, be it via one on one calls or as a conference call service provider.

Why we picked it

Vonage’s conference call service for business is packaged into their “Unified Communications” product. It’s a well-known brand and, as they have been around a while, are well built and clearly know both the industry and the product. They have a decent offering of features as well.

Best for

Vonage is best for medium and small businesses, though larger ones can also use this video conference call service.

Price

Vonage, like Nextiva, is priced depending on how many users you have on a sliding scale. For 20, the price per month per user is:

• Mobile: $14.99
• Premium: $24.99
• Advanced: $34.99

Key features

• Attendee chat
• Team whiteboard
• Lock meetings

Customer service

Like many other selections on here, Vonage’s Support page does not make it clear cut of how to contact a human – though they offer written guides.

User reviews

G2 Reviews – 4.3 out of 5 Stars

Pros & cons

Other conferencing services considered

Of course, there are other teleconferencing services available to consumers which did not quite make our list. There are hundreds of these companies, so it can be particularly difficult to choose one or the other – and certainly to pick a top ten! Here are a few which are solid services but which, for one reason or the other, just did not quite make our list.

1. Vast Conference: While this telephone conference service is well-constructed and has some useful tools – like integration with Office 365 – and is very useful for international calls, it just does not offer enough unique features (like Call Whisper) otherwise to warrant inclusion on our list.
2. Google Hangouts: While this one is very famous and reliable, Google’s well-known issues with customer support – namely them being a gigantic corporation which has little time for individuals – caused this one to miss out on the spot.
3. Arkadin: Arkadin is a solid pick, as they offer meetings with up to 100 people and have some major features like call recording and local language help. The problem, however, is that they do not offer many more features beyond absolutely crucial ones and seem a bit old-fashioned (talking about “point-and-click” on their console).
4. ClickMeeting: Another pick with all of the standard bells and whistles, but it does not really allow for tons of customization options, which is a pretty important part of a modern conference call service.
5. Fuze: While Fuze offers a lot of key features, some users have reported connectivity issues, which is a real no-go if you are relying on a service for conference call plans.

Why do you need a conference call service?

In the modern world, with people more spread out than ever before, you cannot be caught relying on old ways of communication. If you are to succeed in today’s fast-paced world, getting a conference call number is a key way of getting started. And by using the services on our list, you’re already ahead of the competition!

How to choose a perfect conference calling service

When looking to run your own telephone conference calls, it’s important to keep some things in mind. Answers to the questions below will help you to make the right choice:

1. How often do you want to make calls? Will you rely on this service a lot? Or just on occasion?
2. Will teams individually be working? Or will it be across the entire company?
3. Do you need to focus on ease of use? When starting up a conference line, will you have to think about how easy it will be for your participants to use the call? Are they techies, or do they have difficulties with it?
4. Do you want records? Are you going to want to be able to refer back to it, or can it be forgotten easily?
5. How long will your calls last? Do you need a service which can hold out for the long haul, or are only short talks necessary?
6. How much money do you have? This can be a painful question, but it’s also necessary: do you have the cash to spend on a quality service?
7. How many people will be talking usually? Are we talking (pun intended!) ten? Or hundreds?
8. What else do you need? Are you only looking for a conference calling solution, a web conference call, for a way to make video conferencing – or something more?

Key features to look for in conference call service

• Transcriptions: Being able to read what was said afterward can be crucially important. It means you do not have to have constant notes being taken, and you can also have something to refer back to. Plus, for larger and more important meetings (like shareholder meetings), it comes across as more professional.
• Recording: While transcripts are helpful, they are not always perfect. A recording of what went on in your conference call line can be extremely helpful.
• Closed captioning/inclusive access: Not only will having something like this make you seem more inclusive and aware of people’s diverse needs, but it also can simply help people who might not be able to play sound at the moment.
• HD Video and Audio: These calls can sometimes involve lots of people. And nothing is worse than having lots of people on a call and just hearing (or seeing) static and laggy images.
• Muting: Even if you do not have troublemakers, sometimes people make noise without realizing it; or, conversely, you might just want to be able to draw attention to the speaker.
• Breakout rooms: Especially useful for team-based talks or for teachers, this feature lets your attendants have “mini calls” where they can discuss what was said or come up with new ideas.
• Voice optimization: If there is sound around a speaker, having this feature can help their voice cut through it and be more clear cut for your attendees.
• Integration with other features: When making a comparison of conferencing call services you should think of what else you’ll use it for. Make sure to check how well the service matches with the other features.
• File/data transfer: In modern calling, being able to show others what you’re talking about is important. But even better is them being able to get the information themselves in real-time. Having a service which allows you to transfer data while in-call can be a boon – and can convey professionality.

Enjoy conference calls with your team

At the end of our list, you hopefully have a better idea of what conference call tools can do for you – and of which ones are best for your business.

Phone conference calling is simply a must-have, which is why we’ve put together the above list of Grade-A which can help your business do what it does best: provide services for customers. From MightyCall on down, any of these companies will surely be a great addition to your business’ repertoire.

The post Best Conference Calling Services in 2024 first appeared on MightyCall.

In this article we cover:

• What is call center management?;
• How does a call center work?;
• Call center roles and duties;
• Why is it important to manage a call center strategically?;
• How can MightyCall help with call center management?;
• Call center management problems and how to solve them;
• Best practices for effective call center management;
• Vital metrics to track for successful call center operations;
• Elevate your business through streamlined call center operations.

What is call center management?

Contact center management encompasses the strategic coordination and oversight of a facility dedicated to handling customer interactions. This includes attending to inquiries, managing complaints, or processing support requests. More than just supervising calls, it involves guiding and training personnel, optimizing operational processes for efficiency, rigorously analyzing performance metrics, implementing advanced technological tools, and ensuring the consistent delivery of top-notch customer service. It’s a delicate balance of administrative strategy and human resource development, all geared towards elevating customer satisfaction.

How does a call center work?

A call center is fundamentally a nexus of technology and human interaction, devised to enhance the relationship between businesses and their clientele. The journey typically starts with routing, wherein advanced technological systems sift through incoming calls or messages, channeling them to the ap test available agent. These agents, fortified with scripts and expansive databases, harness the power of CRM software to retrieve intricate client histories.

To ensure consistent service excellence, quality assurance mechanisms are employed. This might involve following the correct call center management tips and supervisors or specialized teams meticulously scrutinizing calls and interactions. Furthermore, to continually refine and adapt, feedback mechanisms are embedded, collating invaluable data to spotlight and rectify potential inadequacies. Call center agents training sessions are frequently held, keeping the agents updated with the latest product knowledge and soft skills. This intricate web of processes and systems, working synergistically, seeks not just to address customer queries but to transcend their expectations and manage call center agents, solidifying brand affinity and trust.

Call center roles and duties

Call center manager

In their senior role, managers oversee the entirety of operations. Their broad scope requires them to understand how to manage a call center and be attuned to both the big picture and the minute details.

• Strategic oversight. Develops and implements call center management strategic plans to improve productivity and customer satisfaction while continuously innovating to stay ahead of industry trends.
• Team leadership. Guides supervisors, fosters team cohesion, and ensures they have the necessary resources and tools.
• Budget management. Allocates funds judiciously to different departments, ensuring cost-effectiveness and ROI maximization. They also forecast financial needs and potential challenges.

Call center supervisor

They act as a bridge between the call center managers and the agents, ensuring daily tasks align with strategic goals and harmonizing the workflow.

• Performance monitoring. Reviews call recordings and metrics, always staying attuned to assess agent performance and potential bottlenecks.
• Feedback and training. Provides constructive feedback, organizes training sessions, and ensures the continuous professional development of agents.
• Conflict resolution. Addresses any issues between agents or with clients proactively, maintaining a conducive and positive working environment, and ensuring smooth contact center operations.

Call center agent

On the frontlines of the contact center, these individuals directly interact with customers, representing the brand’s voice and values.

• Customer Interaction. Addresses inquiries, complaints, or support requests from clients, always aiming to exceed expectations
• Data Input. Diligently updates customer information and logs interactions in CRM systems, ensuring data accuracy.
• Collaboration. Works closely with teammates, sharing knowledge and ensuring consistent and quality customer service, fostering a seamless customer experience and sometimes managing call center operations.

Why is it important to manage a call center strategically?

Data-driven decisions

Efficient process management integrates actionable insights from data analytics, allowing for more informed and precise decisions that can significantly impact the call center’s outcomes. Relying on data ensures that call center management strategies are not based on gut feelings but on objective, quantifiable information.

Reduced operational costs

An efficiently managed contact center can significantly bring down overall costs. This includes reducing the waste of resources, optimizing agent idle times, and streamlining processes to minimize overheads. Cost savings aren’t just about cutting corners; they’re about maximizing the utility of every penny spent.

Improved brand reputation

A single negative review can echo across platforms. Efficiently managing a call center helps address customer concerns proactively, thereby preserving and enhancing a brand’s reputation. A good experience can lead to positive word-of-mouth, boosting brand trustworthiness.

Agility in operations

The dynamics of customer service are continuously evolving. Running a call center needs to ensure agility and quick adaptation to changes, whether it’s a sudden spike in call volume or integrating new technology. Being agile not only reduces downtime but also ensures that you run the call center successfully and it is always at the forefront of delivering optimal service.

Enhanced security

Call centers often deal with sensitive customer data. Efficient management implies strong security protocols to protect this data. From ensuring that the technology used is secure to training agents and managers on call center management best practices, it minimizes the risks of breaches, ensuring customer trust is maintained.

• Intuitive call routing: With MightyCall’s dynamic routing system, there’s no more waiting. Customers are swiftly connected to the right agent, reducing wait times and increasing satisfaction.
• In-depth analytics: Get a bird’s-eye view of your operations. MightyCall’s analytics delve deep into call trends, agent performance metrics, and more, ensuring call center managers have all the data they need to make informed decisions.
• Enhanced communication tools: Features like voicemail-to-text and call recording are a successful call center strategy. They not only streamline communication but also serve as crucial tools for training and quality assurance.
• Customizable virtual receptionist: First impressions matter—this is the greatest tip for call center managers. With MightyCall’s virtual receptionist, every call starts on the right note, embodying professionalism and brand consistency.
• Training opportunities: Use recorded calls as learning materials when you manage a call center team. Pinpoint areas for improvement and celebrate exemplary customer service instances to set standards.
• Brand image enhancement: Reinforce your brand’s image of reliability and commitment to excellence, creating lasting positive impressions with every interaction in a contact center.

Call center management problems and how to solve them

High attrition rates

Agent turnover in call centers not only disrupts work but also significantly inflates recruitment and training costs. A high attrition rate indicates deeper organizational call center management challenges that can directly impact the customer experience. Maintaining a stable and experienced team is essential for achieving consistency in service quality and enhancing the overall brand reputation.

Why it happens:

• Stressful work environment: Handling difficult customers and high call volumes continuously can lead to burnout, causing agents to seek less stressful positions elsewhere in a different well-operated call center.
• Lack of growth opportunities: If agents feel their role lacks career progression or skill development opportunities, they may feel stifled and unmotivated.
• Inadequate compensation: Agents might move to competitors offering better salaries and benefits, especially if they feel their efforts are undervalued.

How to solve

• Offer competitive salaries and benefits: Recognize and reward your team’s hard work, ensuring they feel valued and appreciated in the contact center.
• Focus on professional development: Invest in continuous training and upskilling programs, allowing agents to grow and adapt to changing industry needs.
• Cultivate a positive work culture: Create an environment that prioritizes teamwork, employee well-being, recognition, and a good work-life balance.

Low customer satisfaction

Achieving high customer satisfaction is the lifeline of call centers and the best call center management experience. When customers feel undervalued or unheard, they not only switch their brand loyalty but also share their negative experiences, potentially harming the company’s image.

Why it happens:

• Long wait times: Prolonged waiting can frustrate customers, making them question the company’s efficiency.
• Incompetent agents: Encountering agents who lack the necessary knowledge or skill set can erode trust in the brand.
• Lack of problem resolution: Failure to address and resolve a customer’s issue during the initial interaction can lead to dissatisfaction with the contact center and a feeling of neglect.

How to solve:

• Provide comprehensive training: Equip agents with the necessary knowledge and tools to handle customer queries effectively.
• Establish efficient call routing: Utilize advanced technologies to swiftly connect customers with the most suitable agent.
• Collect continuous feedback: Establish mechanisms like surveys and reviews to understand customer sentiments and act on areas needing improvement in your call center strategy.

Inefficient resource utilization

Resource mismanagement in a call center doesn’t just lead to inflated operational costs; it also compromises service quality. Effective resource management ensures optimal performance, cost efficiency, and high service levels.

Why it happens:

• Misallocation of tasks: Assining tasks without considering agent expertise or strengths can hinder performance.
• Overstaffing or understaffing: Inaccurate staffing predictions can lead to unnecessary expenses or overwhelmed agents and call center managers.
• Technology gaps: Relying on outdated or non-integrated systems can cause operational bottlenecks and inefficiencies.

How to solve:

• Implement workforce optimization: Employ advanced tools to predict staffing needs based on historical call volumes and trends.
• Introduce skill-based task allocation: Match tasks to agents based on their strengths, experience, and expertise to boost efficiency.
• Get timely technological upgrades: Regularly update contact center systems and software, integrating the latest tools that streamline operations and improve service delivery.

Lack of quality assurance

Consistent high-quality service delivery is paramount in the call center operations industry. Without stringent quality assurance mechanisms, there can be a gradual decline in service standards, affecting customer trust and loyalty.

Why it happens:

• Infrequent training: Agents and managers may be unaware of new products, services, or protocols, leading to misinformation.
• Absence of performance metrics: Without KPIs, there’s no benchmark to gauge performance, leading to undetected inefficiencies.
• Missing feedback loops: Without systematic feedback, continuous improvement initiatives remain baseless and ineffective.

How to solve:

• Schedule periodic training: Conduct regular training sessions to ensure agents are updated with the latest information and skills.
• Implement KPIs: Establish and monitor key performance metrics that reflect both agent and call center performance.
• Bring forth feedback-driven improvements: Leverage customer and agent feedback to identify gaps and areas requiring attention and refinement.

Tech integration challenges

Keeping pace with the ever-evolving technological landscape is non-negotiable for modern call centers. Outdated or mismatched systems can introduce inefficiencies, compromise data integrity, and degrade the overall customer experience.

Why it happens:

• Financial constraints: The initial investment required for cutting-edge systems may be seen as prohibitive.
• Reluctance to adapt: Some centers may delay or resist technological upgrades due to apprehension about costs, potential disruptions, or change management challenges.
• Staff inertia: Existing employees may resist migrating to new platforms due to familiarity and comfort with older systems.

How to solve:

• Hold frequent tech assessments: Carry out regular technology audits, ensuring systems are current, compatible, and meet operational needs.
• Train and support: Whenever new systems are introduced, ensure comprehensive training sessions are provided by your call center administration, easing the transition for staff.
• Embrace user-centric solutions: Opt for platforms that prioritize user experience and functionality, like MightyCall, ensuring a smoother integration and adoption process.

Best practices for effective call center management

Effective management is a delicate balance between people, processes, and technology. Implementing best practices can make a world of difference in productivity, efficiency, and customer satisfaction. Here are ten practices to consider:

1. Regular training and upskilling

Ensure that your agents receive continuous training to keep them updated with the latest product knowledge, technology tools, and soft skills. A well-trained agent is more likely to handle calls competently and improve the overall customer experience.

2. Implement performance metrics

Utilize Key Performance Indicators (KPIs) to monitor and evaluate agent performance. Common metrics include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT). By understanding these metrics, call center managers can identify areas for improvement and ensure consistency in service quality.

3. Adopt advanced technology tools

From CRM systems to AI-driven chatbots, leverage technology to automate mundane tasks, offer multi-channel support, and provide agents with a 360-degree view of the customer, enhancing the quality and speed of service.

4. Encourage open communication

Foster an environment where agents can freely communicate their concerns, suggestions, or feedback. Regular team meetings, feedback sessions, and one-on-one discussions can offer invaluable insights into improving operations.

5. Focus on employee well-being

A happy employee tends to be more productive and customer-centric. Offering competitive compensation, flexible work schedules, and creating a positive work environment can go a long way toward reducing attrition and improving performance.

6. Embrace workforce management tools

These tools can help in forecasting call volumes, scheduling shifts, and ensuring that the call center is neither understaffed nor overstaffed. Efficient workforce management contributes to reduced wait times and better customer service.

7. Set clear expectations

Clearly define roles, responsibilities, and targets for every agent. When employees know what’s expected of them, they’re more likely to perform to the best of their abilities.

8. Foster a customer-centric culture

Every decision and strategy should prioritize the customer. Regularly collecting feedback, understanding pain points, and making necessary adjustments will ensure that the call center consistently meets and exceeds customer expectations.

9. Use data for strategic decisions

Call centers generate a wealth of data every day. Analyzing this data can provide insights into customer behavior, preferences, and common issues. Utilizing these insights can guide strategy, tailor training programs, and improve overall operations.

10. Continuous process improvement

The call center industry is dynamic. It’s essential to remain agile and open to changes. Regularly review and update processes, be open to new technologies, and adapt to the ever-evolving customer service landscape.

Vital metrics to track for successful call center operations

1. First Call Resolution (FCR)

FCR is a foundational call center metric, assessing both agent efficiency and the customer experience. By analyzing the percentage of calls conclusively addressed during the initial interaction, without necessitating further follow-ups, it offers insights into the effectiveness of agent training and the depth of their knowledge. A commendable FCR typically corresponds with positive customer sentiments and cost-efficiencies, making it a primary focal point for operations striving for effective call center management.

2. Average Handle Time (AHT)

AHT grants insights into both agent efficiency and the potential for customer frustration. By measuring the cumulative time an agent dedicates to each call, including talk durations and subsequent administrative tasks, it becomes a barometer for process efficiency. An optimal AHT, which neither rushes nor prolongs interactions unduly, is achieved through periodic training and refined operational guidelines.

 3. Net Promoter Score (NPS)

NPS stands as an important indicator for measuring the overall customer experience and potential for future referrals. Mastering this call center operations indicator is pivotal. By soliciting feedback on customers’ likelihood to recommend the company, NPS becomes a reflection of service quality, product satisfaction, and overall company reputation. Continuously aiming for a higher NPS drives forward-thinking strategies and customer-centric initiatives.

4. Abandonment Rate

Highlighting potential operational bottlenecks, the Call Abandonment Rate is a direct measure of customer patience and system efficiency. When callers hang up before interacting with an agent, it could suggest issues like extended wait times or technical hiccups. A meticulous review of factors contributing to a high abandonment rate is imperative for enhancing customer retention and loyalty and implementing effective call center management.

5. Occupancy Rate

This metric paints a vivid picture of agent activity versus downtime. By analyzing the balance between active call handling and idle durations, it offers a snapshot of resource utilization and workload distribution. Striving for an ideal occupancy rate ensures agents remain energetically engaged without facing burnout, promoting both efficiency and job satisfaction for your call center management.

6. Service Level

Service level acts as a performance yardstick for call center responsiveness when you manage a call center. By quantifying the fraction of calls addressed within stipulated benchmarks, it underscores the center’s ability to provide timely assistance. A steadfast commitment to maintaining or surpassing the desired service level solidifies a brand’s reputation for being customer-centric and reliable.

7. Customer Satisfaction (CSAT)

As an immediate pulse-check on customer sentiment, CSAT delves into reactions post-interaction. Through succinct feedback forms or surveys, CSAT offers an unfiltered view of how interactions align with customer expectations. Consistent high scores in this metric amplify the importance of cultivating positive customer experiences and fostering long-lasting relationships for your contact center management strategy.

8. Agent Attrition Rate

A critical call center metric of workplace culture, job satisfaction, and operational stability, this metric casts a light on challenges that may not always be visible upfront. By meticulously tracking the turnover of agents within specified periods, it can reveal deeper concerns around compensation structures, avenues for professional growth, training adequacy, team dynamics, and even the broader organizational culture. Furthermore, understanding attrition can help in assessing the long-term viability of the call center’s operational strategies and contact center management. Addressing the root causes of high attrition is essential, not only to maintain operational consistency but also to ensure a motivated, loyal, and productive workforce. A holistic approach to reducing attrition fosters a more cohesive and efficient work environment.

Elevate your business through streamlined call center operations

By tracking vital metrics, understanding roles and responsibilities, and adhering to best call center management practices, businesses can ensure optimal efficiency and enhanced customer satisfaction. Call centers aren’t just about handling calls; they’re about building lasting relationships and driving business growth. Embracing effective call center management tools, like MightyCall, can further amplify these results. Taking the step to invest in your center can be the differentiator your business needs to stand out and flourish.

The post Call Center Management: Tips & Strategies for Successful Operations first appeared on MightyCall.

• What is a phone extension?
• How do phone extensions work?
• Business vs home telephone extension numbers
• Difference between phone extension and virtual phone number
• How to set up phone extensions?
• How to set up Ring Groups with MightyCall?
• Benefits of virtual extensions
• How to call an extension number
• How are calls routed to extensions?
• Use cases
• The power of a phone number with extensions

Your business is growing and so is the amount of people calling your office. A few calls may have been missed, a few conversations got mishandled, and the stress is starting to get to your team. Answering all the questions, replying to all concerns, and making sure the right specialists are handling each issue will save your money and time.

Making your team function as one is the primary task of any successful business, especially when it comes to handling calls, and that is why VoIP systems have office extension numbers.

What is a phone extension?

A phone extension is a short add-on number assigned to an employee, a project team, or a department of your main business number. It takes its source from your main telephone number, and it can extend to as many sub-divisions or employees in your organization as possible.

Extensions allow callers to connect to different departments and employees within the company. There are a lot of routes and shortcuts specifically designed for VoIP extensions to save time for you and your callers. If a client or any caller wishes to call your company looking for a specific employee, or for services of a particular division of your company, they can be automatically routed to the right destination following an extension of a phone number.

How do phone extensions work?

An extension number has 4 digits that typically make up the end part of the phone number.
To illustrate it, suppose that you want to contact the Indiana Department of Revenue to ask a question about your taxes, you will first dial 317-615, the main part of the phone number, and then add the telephone extension number that will get you to the right department.
A phone extension example we will look at in this case would be:

When you will add 2630 to ask a question about fuel taxes or 2710 to ask about firework taxes, making up these US phone numbers:

Fuel Taxes:  +1 317-615-2630
Fireworks Tax:  +1 317-615-2710

In MightyCall, traditional phone extensions can be made up of one, two, three or four digits, so you can assign any numbers you find convenient. It is always a good idea to customize your tools to make them fit your team like a glove. With MightyCall, you can also set up a separate custom auto-attendant for each department to make everything perfectly clear and on-brand.

Business vs home telephone extension numbers

So what is the difference between a home and business phone extensions?

These two are pretty different. One is made for office and the other focuses on residential estate. The one similarity they share is that both of them are meant to improve communication for their users by adding more options and tools to your phone system.

Home: one telephone line connects to multiple devices. Typically used in larger houses for convenience to simplify making and receiving calls from various locations. They function as one instrument: when one device is in use, the line will be busy for all.

Business: lines split into call extensions that connect to multiple devices. A line can be used simultaneously by multiple people via the user extensions. You can get one or four phone lines, however many you need, and split them up between your employees by assigning them personal numbers and creating a contact directory.

Difference between phone extension and virtual phone number

Extensions or add-ons work similarly to virtual numbers, they both:

• Forward calls to endpoints;
• Are virtual, lacking attachment to a specific location;
• Are a part of a VoIP service;
• Serve to improve the professionalism of your business;
• Both of them were created to simplify your work and help you save resources while optimizing the structure of your communication.

However, there are also significant differences between these tools:

• Context. The major difference between them lies in the context in which both are used. Virtual numbers are used independently, while add-on personal numbers are used in addition to the main phone number.
• Internet Protocol (IP) address. Virtual phone numbers are associated with the IP address of a specific device, while an add-on personal number is a part of the VoIP phone system, lacking any IP ties by definition.
• Price. VoIP vendors decide what prices they charge for giving you a virtual number. Phone number extensions are usually free, although the amount or length may be limited.
• Length. Add-on personal numbers are shorter than complete VoIP business numbers, since they only make up a part of a number.

The most important difference is that while they share a similar goal and were developed to be a part of VoIP meant to simplify your virtual communication processes, they are different tools that are used in different ways. Successful organizations use both in their flow of work.

How to set up phone extensions with MightyCall?

MightyCall makes it easy to set your communication up and helps you get all the tools to bring your workflow to a whole new level of professionalism. Here are five easy steps you can follow to set up:

1. Sign in as the administrator to MightyCall;
2. Go to the Manage Users section;
3. Select Invite User;
4. Fill out the required fields;
5. Click “Send an invitation via email”.

Stay in control of your business at all times via the extensions of a telephone number. To remove users you can view the list of employees and select those whom you would like to remove from your directory and click delete. Confirm your choice and – congrats – you have successfully removed a user.

You can also establish access based on the user roles:

What roles are available in MightyCall?

• Administrator: This role has full access to MightyCall settings, from phone numbers to integrations. Admins can manage users, change roles, and even delete accounts.
• Manager: A versatile role, Managers can have access ranging from slightly above an Agent to almost as comprehensive as that of an Administrator. Typically, Managers handle call flows, manage integrations, and oversee agents.
• Agent: Agents have basic access. They can view their own calls, messages, voicemails, and contacts. However, with appropriate permissions, they can access calls within their group or specific phone numbers.

Important: Ensure that all team members, regardless of their roles, are aware of the process and limitations when attempting to dial emergency services using VoIP. It’s crucial to understand that VoIP services might handle 911 calls differently than traditional phone lines. Familiarize your team with the procedure and have backup communication methods in place.

How to set up Ring Groups with MightyCall?

MightyCall’s Ring Group feature is a game-changer for call centers, ensuring improved efficiency and customer service. Part of the smart call routing system and phone number extension system, Ring Groups facilitate call distribution to relevant agents or teams.

Ring Groups options

With MightyCall, businesses can choose from various phone extensions and call routing configurations:

• Simultaneous Ring: Calls ring to all agents in the Ring Group at once; the first available agent answers.
• Sequential Ring: Calls go to agents in a set order, moving to the next agent until answered.
• Round Robin: Calls are distributed uniformly among agents, ensuring equitable task distribution.

Setting up Ring Groups

Implementing Ring Groups in MightyCall is simple:

1. Pick a MightyCall plan that includes the Ring Group feature.
2. Create and customize your Ring Groups, assigning agents and setting call distribution methods.
3. Train your team to familiarize them with the feature.

Benefits of Virtual Extensions

There are endless benefits to VoIP services, as they bring a whole new set of tools onto the table, ones that will act as a game-changer. Mainly because they bring your communication under one convenient umbrella.
One of the awesome tools they will bring to your organization is giving you the freedom to assign virtual add-ons to your employees. With this tool you can:

• Save money by adding your team members to the same phone line or share multiple business lines. You will be getting more for less;
• Make customers feel special: by knowing their operator’s add-on code they will be able to skip the auto attendant. It will make clients feel like they were let in on a secret that gives them the benefit of having a confidential password to skipping the pre-recorded messages and connect directly to their favorite support manager;
• Simplify calling: you don’t have to dial the complete number, extension dialing is enough for internal use. Make your team feel like they are on a sci-fi spaceship with the cool shortcuts only they can use;
• Increase productivity and save time for yourself and your customers via quick call transfers on landline or mobile numbers. No more wasted time or built-up irritation from having to press all those digits over and over;
• Leave physical ties behind via wireless VoIP setup: all your team needs is a stable internet connection and a device (or a few) to use it. Increased accessibility, full device customization available, no location ties;
• Install quality control: analyze, keep track of your data, and oversee how well each operator handles calls with a convenient dashboard. You will have graphs, stats and all the beautiful data that is surely getting reflected in your KPI;
• Improve marketing: set up tests to evaluate ads and campaigns. You can test how well each campaign performs by watching how well different teams perform;
• Be relatable: be a local at any market by selecting a local area number.

How to Call an Extension Number

So how do you make calls after you have assigned phone extensions? The procedure is not complicated, but the steps you take will depend whether you are calling internally (within the company) or externally (third party calls). The main difference is that internal calls rely on add-ons only, and the external calls will require dialing more phone numbers, such as the area and the central office/exchange digits with the subscriber number.

Internal calls

Internal calls are easy. Just dial the extension number assigned to the employee you want to contact. For example, your co-worker Irene from the investigations department could be assigned 2434 as her number. If you needed to call her, you would dial just that.
If you are working in different departments, you may need an additional department phone extension number. You would check what the investigations department work extension number (say, it’s 32), and then add it to her personal contact number. You would then dial 32-2434 to contact Irene.

32 (the department number) + 2434 (Irene’s personal ID number)

External calls

If you have a private investigation business and you want to make sure Irene’s clients get directly to her, you will add her personal number to the main VoIP, mobile, or landline number in your directory. Say, your main telephone number is 237-2412. That means that Irene’s external number will be 237-2412-32-2434.

237-2412 (main number) + 32 (the department number) + 2434 (Irene’s personal ID number)

For the new clients wanting to reach the investigation department it would then be:
237-2412 (main number) + 32 (the department number)

How are Calls Routed to Extensions?

With some services, such as MightyCall, routing calls is made easy by providing a quick call directory to your customers. Add an interactive directory to your number and guide callers to exactly where they want to be.

For example: a customer calls, the directory is provided, if they enter an add-on personal number, say ‘4’ to communicate with the sales manager, the phone system will forward this call to every device connected to that manager, including their computer (web phones), land or mobile lines, and their mobile app (if it is installed). All these connected devices will then ring either simultaneously or one after the other until the call is answered. When a caller wishes to contact a team or a department, the system distributes this call among the employees there to find the most available person to answer the call.

You can make use of four calling algorithms to decide how you want calls to be distributed within different teams in your company. These algorithms are:

• Simultaneous: All team members receive calls at the same time, irrespective of their present task.
• Sequential: Here the call goes from one member of the team to another in sequence, based on certain criteria that you have defined. For example, you may want every call going into each department of your organization to be directed to the manager of each department first. Only in the case where they are busy can the call be channeled to other members based on your discretion.
• Round-robin: The call goes in a circular path from one member to another until it is answered. If all members are busy during the first cycle, the call repeats the cycle.

Use Cases

Make it or break it with the routing algorithms: set the rules that work best for your business.

Individuals

Personal convenience decides. Users will decide what will work best for them. If your account managers have various devices, they can have a choice whether they want all of them ringing at once or round-robin in a specific order until the call is answered.

Teams

The set-up decides. How does your team function? Is it a sales team that handles dozens of telephone calls at once? Then you might want to select the simultaneous algorithm to make sure all available operators receive the call, creating healthy competition. Selecting sequential, on the other hand, will make all calls go to one person first, overworking them and depriving others of work.

Departments

The hierarchy decides. The financial department may be getting all kinds of calls from within the company, but not as many as other departments do. If the workload is manageable, you may want to have the assistant receive and filter the calls first via the sequential method, and if they are not able to answer, have their senior’s phone ring.

The Power of a Phone Number with Extensions

Add-ons are an essential tool for any modern day business that communicates with its clients, and should absolutely be considered, and eventually thoroughly implemented. They will be saving your money, time, and making the whole calling process so much more organized. Whether the calls are external or internal, with MightyCall you can make use of them all. Sign up for the free trial now and bring your communication to a new level of professionalism.

The post Phone Extensions: Get All Your Questions Answered! first appeared on MightyCall.

In this article, we’ll be going through the ins and outs of call center quality assurance guidelines. This is not an exact science – it is hard to measure call center quality, though as we discuss below, there are ways – but if you keep our tips and tricks in mind, you’ll come out just fine.

• What is a call center quality assurance?;
• Why is quality assurance important in a call center?;
• How to measure call center quality assurance?;
• How can MightyCall help with call center quality assurance?;
• Methods of quality assurance in a call center;
• How to create a quality assurance framework for a call center;
• Call center quality assurance best practices;
• Call center quality assurance challenges;
• Tips to improve call center performance;
• Undertaking call center QA today is key to success in the future.

What is a call center quality assurance?

Call center quality assurance (QA) is taking the time to ensure that your agents are providing the best possible service to customers. This means giving enough time to each customer and providing the correct information, along with staying polite and friendly. Conducting QA can include call monitoring, asking customers for happiness surveys, and other methods.

Why is quality assurance important in a call center?

Without an effective call center quality program, you are likely going to encounter serious problems. Why? Because QA is key to running a call center. Here are just a few reasons:

Making sure everything is working as intended

The most important part of call center quality control is, at the end of the day, making sure that you are providing the service you are supposed to be providing. Literally nothing matters more than that. If you are not providing service in the first place, it does not matter if an agent is being slightly impolite or talking too long. They could be the kindest agent in the world, but if they’re chatting about their grandmother’s recipe for chicken soup instead of providing the information they are supposed to be providing, then things are not working.

Increasing agent success rates

Now, even if things are working, that does not mean that they cannot be improved. A successful call center quality assurance framework can help your agents not only survive, but thrive. Quality management can help call center agents to figure out what they might be doing wrong, or even just what they could be doing better.

Save yourself from legal trouble

This one is unfortunate, but very necessary. Lots of things are said and done over the course of a single day for a single call center performing customer service. Sometimes, people are misheard – and sometimes, they just want to take advantage. Quality assurance can help protect you from those who would do you, your agents, or your call center legal harm.

Seeing what more you could be doing

Finally, a strong call center QA strategy can help you to notice things you would never have noticed before. Calls which are even half a minute too long might not get your attention; but over a period of time, that can really add up. Due diligence can make your company more effective.

How to measure call center quality assurance?

As we may have mentioned before, call QA assessment is not an exact science. However, measuring call quality is generally done via three methods:

1. QA assessment: Here, the person in charge, or a specially hired individual, analyzes some recorded calls. They may have their own scoring method, or may use yours; however it’s decided, they review the data and then inform you of what their findings are. You can then do what you wish.
2. Call metrics: Contact center’s call statistics, or how long the calls are (or how short), who is making them, whether they are incoming/outgoing – are all analyzed, often in conjunction with our next option.
3. Customer metrics: You may, however, just want to measure customer satisfaction. Are they happy with your service? This type of quality assurance can be done by attaching a survey – oftentimes done without the ability of the call center agent to hear it, via IVR – to the end of the call. However, these metrics can also include things about the customer: did they agree to a sale, how old are they, what is their gender, what is their salary. The more information, the stronger the contact center QA can be.

How can MightyCall help with call center quality assurance?

MightyCall offers lots of important features to help you run your call center to the best of your ability.

• Call monitoring: Being able to manage is a central part of what call center QA is. That’s why MightyCall helps cloud call centers operate by letting managers monitor ongoing calls, without the person on the other end of the line knowing that it is being monitored at that given moment
• Call recording: This is a fundamental aspect of the QA process in a call center. Being able to record calls and listen to them later can help improve call center agent performance (via listening to it with the agent), can be used in court cases as evidence, and can help see what was missed in a call.
• Call barging: But sometimes, monitoring is not enough. At times, managers require action. That can mean the manager uses call barging to forcibly enter a call for whatever reason they may need.
• Call intercept: For a weapon of last resort, a manager can also use intercepting – when the agent is kicked off the call and replaced by the manager.
• Call whisper: When a lighter hand is needed, managers can use whispering, which lets them talk to the agent without the person on the other end of the line knowing.
• Multi-Level IVR: This is a key feature MightyCall offers. With the ability to have multiple levels of customer interaction menus, you can send callers exactly where they need to go – even if your agents are spread out across a large geographic area.

Methods of quality assurance in a call center

While this all isn’t an exact science, it generally can be broken down into understandable categories by QA experts. They’re likely talking about one of three options: Operational, Tactical, and Strategic.

Operational

When it comes to monitoring quality control on a day to day basis, that falls to operational frameworks. This detects how things go every day and concerns issues like the First Call Resolution rate, along with other important call center KPIs.

This is one of the more fundamental things that good quality management can detect. If you’re not providing quality day to day service, long term strategy doesn’t matter – you won’t last long enough to merit one!

There are of course pros and cons to focusing on this type of QA in a call center, however. While it can help you realize you are missing some fundamental aspects of running a call center, if you focus too much on the little issues you may forget to focus on a long term strategy. Being able to balance those two things is rather crucial.

Tactical

At the tactical level in the call center quality assurance process, we zoom out a bit more. Here there is less of a focus on the small fundamentals (like what individual agents can do) and more focus on how mid-level managers are running their team. Are agents being properly informed on what they should be pursuing or highlighting with callers? Is training running smoothly?

This call center QA framework is important because, when searching for QA issues, many people can either focus on the bottom level or the top level. But the middle, where many problems can sometimes be found, goes overlooked.

Strategic

Finally, we come to strategic. This call center QA framework focuses on what might be the most awkward part of the call center QA process for call center ownership: their own work. Here, agents will look to see what the center is doing long term. Is there a vision? Has leadership effectively stapled “Dial, talk, repeat” to each cubicle or email signature, or are they thinking bigger?

This study may be more uncomfortable and it may give leadership things they do not want to hear – but in order to stay competitive, it’s best to listen in.

How to create a quality assurance framework for a call center

So, you have decided you want to do some QA – but you don’t know how to conduct it. No problem! Here are some steps to take. As we said before, this is all rather fluid – if there are particular aspects you’d like to focus on, feel free to pick those.

1. Make a framework based around your needs

The most important part of quality assurance is actually knowing what you want to examine yourself for. You should absolutely resist simply saying “Well, everything!” There are specific KPIs such as Average Call Handling Time (AHT), First Call Resolution (FCR), Net Promoter Score (NPS), Agent Utilization Rate, and more. Do some research on the specific areas you’d like to examine.

2. Decide whether or not to keep it in-house

This next question is key. If you do it yourself, obviously you will be saving money, and you can more tightly do it your way. This is certainly a benefit. However, it has two main issues.

The first is that if you have never actually undertaken contact center quality assurance, you might not know exactly what it is you are doing. The second to worst thing would be getting lots of useful data but not knowing how to use it – and the worst thing would be going through your whole program and coming out the end with useless data.

The second issue is that you are (probably!) a human, which means you have personal biases and likely are not going to be 100% honest when critiquing yourself. An outside hire is going to have cause to tell you the brutal, honest truth; if you are not sure that you can manage that for yourself, it might be a good idea to have someone else tell you the news.

3. Collect your data

There are lots of ways to collect data. You can have call center agents ask if people are happy with their service, though if they are talking to the agent directly they may be less likely to tell the truth. You could have an automatic survey option at the end of all calls (this is a common feature of call center quality assurance programs). Or, if you collect emails, you can also email callers and ask what they thought.

Some centers choose to incentivize answers with things like gift cards. This is up to you, and can have its own benefits, but many also opt for this.

4. Use your data

Now that you have your data obtained from call center quality assurance, it’s time to use it. Have you discovered that some agents are slacking? Have you directed people to use the wrong sales strategies when calling? Acting on your data correctly will make or break the entire process.

Call center quality assurance best practices

Of course, while there are lots of ways to personalize your own attempts at measuring call center quality, there are some things to keep in mind which really go across all the different varieties of QA. When reading, see if you have incorporated these best practices for call center QA into your plan:

Create QA framework

We discussed frameworks above, but it cannot be overstated: you need to have some sort of framework when going into your own QA. Whether you just want to focus on one small thing or lots of really large aspects, you should never go in blind. That’s the path to low quality data, wasted time, and no forward progress.

This does not mean that you need to map out every single aspect of what you’ll do for your own call center quality management, or that you need to be neurotically concerned with every single thing going right. As you go through the process, you may realize that you could tweak some aspects. That’s fine – it should be flexible. But you should at least, first, have a process to begin with.

Remember the difference between automatically collected data and manual data

When building your call center quality assurance program, you should keep in mind that, while you will be collecting both automatic data and manual data, you should get good amounts of both.

For those unaware, the former type is “automatic” in that it’s things like call length/numbers/people being talked to. The latter is manual, which requires the caller to make a response (in a poll or in an IVR). Having both is key to having conducted a successful call center QA method and useful amount of data.

Set correct schedules

When you are conducting call center QA, it’s important for you to remember that you are still running a call center. People still need to do their jobs. If you have agents have to go through a super long spiel asking this or that question, or you have other invasive methods, that’s fine – sometimes you have to do what you have to do – but if you do it constantly, or always at high volume call times, you may muck up your customer interactions and call quality may decrease.

Think about breaking it into sections; maybe try to test different departments simultaneously, but only piecemeal. Or, test one department at a time to make sure everything else can continue to run smoothly. How you do it is up to you.

Use call center QA software

You can do all of this with a spreadsheet and a pen. It will be a lot harder, but if you like the old fashioned methods, go with it! However, if you want something faster – and something which can give you a lot more quality control for call centers – we might suggest using some call center QA software. This can help you to organize the path you will undertake and can help to make sure you do not make any mistakes which can interfere with your data.

Call center quality assurance challenges

Like anything else worth doing, QA comes with its fair share of challenges. Some of them are difficult, but all of them are manageable – provided you go in prepared and ready for anything. Because remember, it’s not just you who is being tested – it’s your entire operation, including people who may not like being told they are in the wrong.

Telling someone they need to improve

This can be, bluntly speaking, awkward. To have quality in a call center, you have to be able to actually solve the problems. And this can mean helping people to improve on what they are doing wrong. Some bosses are great at this; some, on the other hand, absolutely loathe it, especially if they have difficult employees.

When you realize someone is doing something wrong, offer ways of improvement. Make sure that you point out what your call center QA has found that they are doing right as well as what they could also improve upon.

Getting enough quality data

So let’s say you decided to embark upon your call center QA journey. Great! But you did it in the middle of a really hectic period, like around Christmas or Black Friday. Not great!

And here’s why: when people are in a hectic rush, they are more likely to make mistakes. Little things might get swept away without intention, and things won’t be running normally. When you want to undertake a successful QA program, you want to make sure to get data from when you are normally operating.

This is not to say that you should never test during high stress periods; in fact, it can be a great idea to do so. But if this is your first time doing quality assurance in a contact center, you might want to leave the more advanced stuff for the second round.

Figuring out why things are going wrong

Once you have the data, you are not necessarily done – you need to now figure out why it says what it says. Quality assurance in a call center means gathering data, but it also means interpreting it. The data will not inherently tell you what it means, you have to figure that out for yourself.

And here is where you need to be careful, because your biases that we mentioned earlier can come out in full bloom here. If you have undertaken quality assurance with a suspicion that something is wrong, you will probably find that, if the data even feasibly indicates it, that you were correct. So try to withhold judgment until you really have a clear view of why the data stands the way it stands.

Tips to improve call center performance

When first conducting quality assurance, the task can appear daunting. But fear not! It will be easier than you think. Just follow along with these QA tips for call center and you will be off to the races:

1. Take advantage of call monitoring: Lots of managers may feel uncomfortable listening in on their workers (feeling like they are spying) or they may just think it is not necessary. They would be wrong! This is simply a way of making sure that things are going well and smoothly. A captain is not wrong for inspecting his ship, after all.
2. Utilize call recording: This is one of the most useful VoIP features and key to BPO quality assurance, and there is a reason it is so popular. Being able to record a call means being able to walk your agents through what they are doing right and what they can improve upon.
3. Don’t make it a one time thing: proper QA requires that you do it again and again. It does not mean you constantly need to run it, as that could be expensive or simply a nuisance. But it does mean that you should regularly do it to see if you have improved over time.
4. Take advantage of your team structure: Empower everyone when you are conducting quality assurance, not just those at the top. If everyone feels a part of things, they will be more willing to improve themselves. So bring middle managers down into the mix.
5. Check call statistics: Call statistics is another VoIP feature which can help give you an overview of how things are going. Not only that, they can run automatically, which means you do not have to partake in any extra quality assurance; so you can always keep abreast of the day to day changes.
6. Think boldly: if you have your data results but you still are not reaching the quality in a call center that you’d like, then don’t be afraid of making big changes. Sometimes a total rework can be in order.
7. Keep security in mind: The QA data you have can be sometimes confidential, relating to customers or your agents’ personal information. Don’t leave it around (physically or digitally) where it can be easily stolen.
8. Keep an open mind: More than anything else, you do not know what may come your way when you have finished conducting quality assurance in a call center. So be ready for anything!

Undertaking call center QA today is key to success in the future

Whether you are a BPO, a KPO, or another type of call center, call center quality assurance is something you simply cannot ignore. The little mistakes you or your team may be making without even noticing it can really add up – and soon, you literally may not be able to ignore them.

Good QA, along with a full-on call center platform with the features which can help you compete with the best, is the pathway to great success. So get started today!

The post Call Center Quality Assurance (QA): Methods, Importance, Practices & Tips first appeared on MightyCall.

When combined further with the power of VoIP, you really can be cooking with gas. Features like call recording, call routing, and call whisper can really make the difference.

To help you imagine what these features can do for you, here we’ll be talking about the top 25 must-have call center application features.

• Why you need these essential call center features;
• The list of best call center features;
• 25 call center phone system features;
• What is a call center system?;
• How much does a feature-rich call center system cost?;
• Top call center systems;
• Use strong features of call center for better communications.

Why you need these essential call center features

It is not an overstatement to say that your call center capabilities can genuinely rest on the call center software you use. Here are just a few reasons why you should consider getting the best:

1. You just hired more people: If you’ve just hired a lot more hands at your business, then getting new call center software features can help you with organization.
2. You have more clients: Have you had a business growth spurt? Fantastic. Using feature-rich call center software can help improve your capabilities.
3. You want to get organized: Feeling a little hectic? New features can help your business to stay orderly.
4. You want to switch to being a BPO: As a BPO, you are going to essentially be responsible for someone else’s customer service. This means that your success is entirely dependent upon how well you can provide that service; if you get a bad reputation, people will go elsewhere. Having the most popular call center features can help.
5. You had to let some people go: Do you actually have less people now? Special features can help with that as well. More features means less of a load on your workers.

The list of best call center features

1. Automatic call distribution (ACD)
2. Interactive Voice Response (IVR)
3. Call queue
4. Call recording
5. Call monitoring
6. Agent permissions
7. Call routing
8. Call transfer (cold & warm)
9. Power dialer
10. Predictive dialer
11. Call whisper
12. Call parking
13. Crm integration
14. Call center analytics
15. Queue callback
16. Ring group
17. Call barge
18. Softphone
19. Music On Hold
20. Deskphones
21. Call notes
22. Three-Way Call
23. Call intercept
24. Voicemail to Email
25. Call log

25 call center phone system features

The following are vital features. Which is the best? Well, after reading, you can decide for yourself:

1. Automatic call distribution (ACD)

Starting off our call center software features list, Automatic call distribution is a great feature, and is essentially a must have for those who are running call centers. With this, you can automatically send calls to your employees depending on a pre-set pattern.

MightyCall allows you to distribute calls using rules, an auto attendant (where callers select whom they’d like to speak with), by calling a group, or via queue.

2. Interactive Voice Response (IVR)

Another crucial feature for call center functionality is Interactive Voice Response (IVR). IVR helps callers, via voice responses, indicate what they would like to select. This can help solve questions without actually having to have anyone talk to callers (like office hours and such).

IVR is a key part of MightyCall’s VoIP feature package, and can help you to organize your call center in ways you never thought possible.

3. Call queue

Being a contact center means you will likely have lots of people calling in (“contact” is sort of in the name, after all). If you can’t speak to them all, you’re losing clients and their money. A call queue, however, can help you get to all of them.

MightyCall’s call queue feature allows you to inform people waiting on the line about sales, hours, or anything else you’d like them to know about your business.

4. Call recording

When it comes to VoIP, there is not much more fundamental than call recording. It’s a top call center feature, and if you don’t already have it, you need it. This allows you to record incoming calls (if you’re an inbound call center) or outgoing calls (if you’re an outbound call center). You can then save these recordings and access them at a later date.

With MightyCall, you can store unlimited recordings in your phone system.

5. Call monitoring

Being able to stay aware of what your agents are saying is an important aspect of keeping your call center functionality running smoothly. Not only can a careful manager know when they need to jump in, but they can also help, in real time, their agents make the sale or help the customer.

The different types of call monitoring – call listening, barging, and recording, among others – are all available on MightyCall’s list of telephony features.

6. Agent permissions

When you’re working on a call center, you might be working on your own sales – or, if you’re a BPO call center, you’re working on someone else’s. Either way, you’re working with important information, and it probably is through a lot of hands. You make sure that you have the best security possible, VoIP companies are increasingly introducing agent permissions as a feature.

These permissions enable you to decide which of your call center agents see what. This increases security, but also increases your ability to streamline work.

7. Call routing

Call routing is perhaps the absolute core benefit of having a VoIP phone number, and is probably the top call center phone system feature. This is because it enables you to organize how calls come into you; essentially, you can forge their path ahead of time based on lots of factors, such as:

1. Time-based routing: If a call comes in during business hours, systems like MightyCall allow you to send it a certain way. If it comes after them, it can take another path.
2. Skill-based routing: Depending on what a caller is calling for (possibly indicated by an IVR response), they will be routed to the agent with skills matching their request.
3. Fixed order routing: Here, incoming calls will always go in a specific order, pre-determined by you.
4. Percentage: This routing system works in a way which guarantees that agents will all get a more or less equal percentage of calls sent to them.

8. Call transfer (cold & warm)

Being able to transfer calls has been a bedrock feature of modern phone systems pretty much since modern phone systems have been around. But it’s become an even more important feature of call center systems as companies have expanded their size and their geographic scope.

With call transfer, VoIP companies allow two different types: cold and hot. The former, cold (from the saying “going in cold”) means that a call is transferred to a person out of the blue, without anyone checking in on them first. The latter, warm, allows one agent to contact another before making the transfer.

9. Power dialer

Being a call center means being able to get to lots of phone numbers, fast. So your call center phone system needs to be able to help your agents make as many contacts as possible.

Using a power dialer is a great way to get that done, and as such it’s becoming one of the basic call center features. With this feature, you can have a bank of numbers which call, one after the other, the moment one call is done. This ensures your agents can work quickly and make contacts quickly too.

10. Predictive dialer

A predictive dialer is one step above the power dialer, in that it uses an algorithm to figure out which phone number should be contacted next – and by which agent. It essentially utilizes the power of computing to make your agents faster and more effective.

Whether you choose power dialing or predictive dialing is entirely up to you. Both help maximize call center capabilities.

11. Call whisper

A type of call monitoring, call whispering allows the manager to hear what is going on in the call. However, here there is a key difference: managers can speak (or “whisper”) to the agent while the call is ongoing, without the person on the other side of the line hearing it.

When using this MightyCall, managers can train new agents or even help experienced ones seal the deal. Or, they can simply just choose to listen.

12. Call parking

Call parking may on the surface seem similar to the call transfer feature. The call starts with one agent and ultimately ends up with another one. However, that is where the similarities end. With transfer, the call goes from one person to another.

With parking, the call goes into a group of calls (think a parking lot), which can then be selected by an agent. This is helpful if you have an initial agent who can then send the call to a sales or customer service department, where it can be picked up by the first available caller.

13. CRM integration

One of the fundamental contact center features of the modern era is the ability to integrate with CRM, which stands for Customer Relationship Management. These tools can help you to connect your call center software with the CRM tools you love – essentially, turning them into call center software features.

Different phone systems offer different integrations. MightyCall offers integration with Hubspot, Zapier, Salesforce, and more!

14. Call center analytics

With the chaos that goes into running a contact center, ensuring functionality is key. And a great way to do that is having an overview. Some places call it analytics (MightyCall calls it a dashboard), but they all essentially operate the same. These call center features allow you to have an overview of everything going on in your center: calls made, calls missed, call time, who is talking, when they talked, etc.

15. Queue callback

The queue feature may be useful, but some folks still don’t like to wait in line. For those who don’t, there’s the Queue Callback. It’s one of the best call center phone system features which offers customers the ability to request a callback. Here, callers waiting on hold have the option to leave while saving their spot in line; when it comes to their “turn,” the system automatically dials their number.

When paired with MightyCall’s other features, it allows you to save time by addressing the calls which absolutely need to be addressed while, at the same time, being able to call the folks back later who can wait a while when your agents have time.

16. Ring group

Another fantastic way to reduce wait times is the Ring group feature. Here, incoming callers are redirected to a group of agents, instead of a single person. Then, their call can be answered more quickly.

MightyCall offers this on their call center features list, and when combined with other routing techniques, it can be a powerful tool.

17. Call barge

Let’s face it: sometimes calls just aren’t going well. It may not be your agent’s fault; they may be dealing with an aggressive customer, or they may be dealing with a situation they’re unsure of and for whatever reason can’t transfer at the moment.

That’s why some VoIP companies, including MightyCall, offer call barging, which lets you “barge” into a call and address the customer, quickly bringing any potentially dicey situation to a calm conclusion.

18. Softphone

Softphones are perhaps the best call center feature because they encapsulate the promise of VoIP. The softphone lets users make calls on a phone in the computer, as opposed to a hardphone.

It can be its own program or it can be part of a browser.

19. Music On Hold

Waiting for calls can be frustrating, and as we’ve discussed, it can be a reason callers drop out. That’s why hold music is a classic but important part of call center system features.

MightyCall offers the ability to have your own hold music.

20. Deskphones

Look, some businesses are more old fashioned. Maybe you bought a building which already has lots of old-fashioned deskphones, or maybe you just prefer that to having your people stare at computers.

Either way, some companies like MightyCall allow you to integrate modern call center features with deskphones.

21. Call notes

Call notes may seem like an old-fashioned contact center feature – but how else are your agents going to be able to remember the content of their calls? What about calls they never partook in?

But with MightyCall’s call notes feature, agents can leave memos for themselves and for future agents who may have to interact with a client. Notes can include anything: what went on, things about the customer to keep in mind, what they ordered, etc.

22. Three-Way Call

Two heads are better than one – but sometimes, three heads are better than two. Being able to quickly include a third person in the call can greatly help – bringing in an expert across your company in a subject or by simply having a three-way chat.

When combined with MightyCall’s other powerful tools, like call notes, three-way calls can be very helpful.

23. Call intercept

If call barging allows the manager to enter a call, call intercept is a feature of a business phone system that takes it a step further by allowing the manager to barge into a call while also kicking the agent off. This is obviously a tool of last resort, but it can be a necessary one if a call has really gone south.

Maybe a caller is seriously disrespecting your agent, or maybe your agent needs to take a few steps back. Either way, MightyCall offers this feature so that you can be prepared for any situation.

24. Voicemail to Email

Do you have a call center which sometimes relies on email, or usually can’t pick up the phone (maybe you’re only using an outgoing call center phone system)? Being able to read voicemails in email can save serious time, allowing your agents to simply read and respond instead of having to listen to long and sometimes meandering messages.

When you combine it with MightyCall’s other email-based features (like auto-emailed transcripts), your inbox can become a bigger part of your operation. It’s important to think of the features in a call center as interlocked, able to work together to provide for you the best solution.

25. Call log

Being able to have your calls all in one place for a call center is a simple no brainer. That’s why call logs round out our list. A call log can help your agent remember who and when they called someone, and when it’s shared with others, it can smooth out changes in things like work shifts.

What is a call center system?

A call center phone system is a system linking the agents in a call center both internally (to each other) and externally (to the outside world). It allows them to make and receive business calls. When paired with modern call center features, it can increase the working capacities of agents and make them even more productive.

How much does a feature-rich call center system cost?

When it comes to getting a system with all the necessary call center phone system features, the price will wildly vary depending upon multiple things:

• What feature set do you want?
• How many agents do you have?
• How often will you be using the service?
• Do you want a specific phone feature, or do you want as many as possible?

The lowest on the market you’ll probably end up paying is around $15 per user per month, though that will be extremely restrictive. The highest could be well into the low hundreds.

Top call center systems

MightyCall

MightyCall is a premier call center VoIP option. With years of experience and dozens of key features of call center phone systems, it should be one of your top choices.

Best for

MightyCall’s call center solution is best for SMBs and call centers.

Price

MightyCall has three pricing tiers:

• Core: $20 per user per month
• Pro: $25 per user per month
• Enterprise: Contact them

What users have to say

4.5 Stars out of 5 on G2

Pros and Cons

Aircall

Aircall is a cloud-based call center solution. They are also helpful for call centers, boasting CRM (a big feature of business phone companies) integration, analytics, and of course call routing.

Best for

Aircall is best for small to medium sized businesses.

Price

Aircall has three pricing tiers:

• Essentials: $40 per user per month
• Professional: $70 per user per month
• Custom: Contact them

What users have to say:

4.3 Stars out of 5 on G2

Pros and Cons

Dialpad

Dialpad offers settings for smaller businesses as well as call center phone systems features. They have key features and heavily rely on using AI technology to help their users.

Best for

Dialpad is best for call centers.

Price

Dialpad has three pricing tiers:

• Standard: $23 per user per month
• Pros: $35 per user per month
• Enterprise: Contact them

What users have to say

4.4 Stars out of 5 on G2

Pros and Cons

Use strong features of call center for better communications

Having great features is essential to any call center experience. Without the right call center software features, you won’t be able to maximize the potential of your agents, yourself, and your company. These vital features are not the only ones you should be looking for, but they are the most essential to your success.

If you’re ready to get the best call center phone system features matched with customer service and security, consider calling with MightyCall today.

The post 25 Must-Have Call Center Phone Systems Features first appeared on MightyCall.

In this article we cover:

• What is an IVR?
• Most common IVR design mistakes to avoid
• 15 best practices for using self-service IVR
• Implement IVR best practices for better communications

What is an IVR?

Interactive Voice Response is a telephony technology that interacts with callers, gathers information, and routes calls to the right recipients. It’s an essential part of any feature in a modern phone system and a must-have for a call center.

IVR serves numerous purposes:

1. Customer Service: To assist callers with queries or concerns.
2. Call Routing: To direct calls to the right department or person.
3. Self-Service: To allow customers to resolve issues without agent assistance.
4. Payment Processing: To facilitate secure over-the-phone transactions.
5. Survey and Feedback: To gather customer feedback or data for market research.
6. After-Hours Service: To provide 24/7 information or support to callers.
7. Appointment Booking: To automate the scheduling process.
8. Information Provision: To provide pre-recorded information about products, services, or events.

Most common IVR design mistakes to avoid

Creating an effective IVR in a call center can be a game-changer for any business, yet many fail to achieve a user-friendly design. Often, it’s not the technology that frustrates users but the way it’s been configured or utilized. Here are some common design mistakes to avoid:

1. Overly complex menus: Overburdening your IVR menu with too many options can confuse callers. The best IVR experience can be achieved by keeping automated phone menus simple and clear with fewer, well-thought-out options.
2. Long introductory messages: Lengthy introductions can be a significant turn-off. Callers appreciate brevity and getting to the point quickly.
3. Inaccurate routing: Make sure your system routes calls correctly. Nothing is more frustrating for a caller than ending up with the wrong department or a dead-end.
4. Lack of personalization: Creating a well-designed IVR should balance automation with a personal touch. Use collected data to personalize customer interactions.
5. Not offering a live-agent option: Even the best system cannot replace a human in all situations. Always provide an option to speak with a live agent.
6. Neglecting regular updates: Keeping your system updated with the latest information is crucial. Whether it’s changes in services, operating hours, or department contacts, ensure your system reflects your current call center operations.
7. Poorly recorded messages: An automated response system is often the first point of contact between a customer and your business. Therefore, messages should be clear, professional, and engaging.
8. Overlooking customer feedback: Your customers are the best source of insights for designing an IVR. Regularly review customer feedback and make necessary changes.
9. No option to return to the main menu: Customers may navigate wrongly or change their mind midway. Always provide an option to return to the main menu.
10. Inaccessible customer support: If a caller needs assistance while navigating the system, call center support should be readily available. This could be in the form of an agent or additional instructions within the system.
11. Ignoring analytics: Systems generate a wealth of data that can help you refine and improve your system. Regularly analyzing this data to understand caller behavior and expectations is one of the call center IVR best practices.

Avoiding these common mistakes can significantly enhance the user experience of your system, leading to improved customer satisfaction and efficient call handling.

15 best practices for using self-service IVR

Automated systems are an indispensable tool for businesses seeking to streamline their customer service operations. When designed and used correctly, this system can greatly improve the customer experience by facilitating efficient communication. Here are best practices for IVR systems.

1. Embrace simplicity

The key to a user-friendly system is simplicity. Keep your menu options concise and avoid overloading your customers with too many choices. Use clear and straightforward language and limit your menu options to a manageable number. This approach can minimize confusion and improve your customers’ overall experience.

2. Prioritize service reliability

The reliability of your system is crucial to maintaining trust with your customers. Select a service that is known for its dependability, such as MightyCall. Ensure the service has a strong record of uptime and receives positive reviews from other businesses. This ensures that your contact center will be available when your customers need it most.

3. Maintain a consistent brand voice

Your Interactive Voice Response system is an extension of your brand. Therefore, it’s important that the voice and tone used in your system align with your overall brand identity. This might mean selecting a specific voice talent that resonates with your brand or ensuring that the language and tone used throughout the system reflect your brand’s image.

4. Keep messages brief

Consider your customers’ time precious. Overly lengthy messages or menu options can frustrate customers and lead to poor contact center experiences. Keep your introductory messages and menu options short and sweet, while still effectively communicating necessary information.

5. Implement text-to-speech technology

Text-to-speech technology can significantly enhance the flexibility and efficiency of your system. This technology enables you to easily update and improve your IVR design without the need for professional recordings, reducing costs and saving time. However, for key menus and options, professional voiceovers can provide a polished and professional feel.

6. Provide multilingual support

In today’s globalized world, businesses often cater to a diverse customer base. Offering IVR menus in multiple languages can significantly improve the customer experience for non-English speakers. Consider the demographics of your customer base and provide language options accordingly to cater to their specific needs.

7. Facilitate easy escalation to live agents

While IVR menu design best practices are meant to answer the majority of customer inquiries, there are situations that require human intervention. Make sure your customers can easily escalate their call to a live agent when needed. Implement smart routing to ensure that callers are connected to the most appropriate agent for their query.

8. Personalize greetings

A personalized greeting can be one of the best improvements you can make to your IVR menu design and will go a long way in making your customers feel valued. Wherever possible, use customer data to greet callers by their name and provide personalized information. This can make the customer experience more engaging and tailored for each caller.

9. Keep your system up-to-date

An outdated IVR system can cause confusion and lead to a poor customer experience. Regularly updating your system with the most recent information about your products, services, and company policies is a great IVR design practice. Also, communicate any important updates or changes to your customers via your system.

10. Utilize Natural Language Processing (NLP)

Implementing NLP can be one of the IVR menu best practices to make your system more intuitive and user-friendly. NLP enables voice recognition and can enhance the accuracy of call routing. This technology can help your customers navigate your system more effectively and reach the information they need faster.

11. Incorporate self-service options

Empower your customers by providing them with self-navigating options. This might involve allowing them to check their account balance, track an order, or schedule an appointment through your system. Identify the tasks that can be automated and incorporate these into your best practices for using Interactive Voice Response.

12. Track and analyze call metrics

Data can provide valuable insights into the effectiveness of your system. Regularly monitor key call metrics, such as call duration, call abandonment rate, and first call resolution rate. Use this data to identify areas of improvement and improve your IVR design accordingly.

13. Regularly test your system

Regular testing can help ensure that your system is functioning optimally. Conduct routine tests to identify any issues and address them promptly. This proactive approach can improve IVR customer service and prevent minor issues from escalating into major problems that impact your clients.

14. Value customer feedback

Your customers can provide you with the most valuable feedback on your system. Encourage your customers to share their experiences and take their feedback into account when making changes to your system. This can help you to continually implement IVR self-service best practices.

15. Design for accessibility

A high-quality IVR design should bear accessibility in mind, ensuring all customers, including those with disabilities, can navigate the system effectively.
These vital practices for creating an IVR ensure that your system not only serves your business needs but also enhances customer satisfaction and engagement.

Implement IVR best practices for better communications

In the realm of customer communications, effectively designed systems have proven to be game-changers. By embracing the tips on how to create IVR menus highlighted in this article, businesses can optimize their system to provide an improved, efficient, and user-friendly experience for their callers. From clear voice prompts to logical menu structures, every aspect matters in creating a positive caller experience.

At MightyCall, we’re committed to helping you implement these IVR best practices and offering the best services tailored to your business needs. So why wait? Give our years of experience a try today and take your customer communication to new heights.

The post 15 IVR Best Practices to Design High-Efficiency Self-Service System first appeared on MightyCall.

But with a BPO call center, you can.

• What is a BPO call center?;
• Types of BPO call centers;
• What BPO call centers do?;
• How MightyCall can help;
• Pros and cons of call center BPO options;
• When to use business process outsourcing for call center activities?;
• What businesses should use BPO centers?;
• How to integrate a BPO call center into business operations?;
• Use a BPO call center for your business to deliver high-level customer service.

What is a BPO call center?

Business process outsourcing (BPO) call centers let you delegate handling your business phone calls (customer help, answering questions, etc). These call centers can be or in other countries, but they are staffed by people who know your business and can answer questions well.

Types of BPO call centers

There are of course different types of BPOs. To determine which one is best for you, it’s important to keep in mind your business needs and what you wish to accomplish by working with a BPO call center provider.

By call type

Some BPO call center services only operate regarding certain call types. Once again, which one you select to use will entirely depend upon your business needs.

Inbound BPO call centers

Inbound BPO call center services only handle incoming calls. These can include customer complaints, or just general customer service.

Outbound BPO call centers

These involve the BPO agent making calls instead of receiving them. This can be for any number of reasons: responding to emails sent by a customer asking for help or attempting to find new customers.

Virtual BPO call centers

Virtual outsourced call centers can be inbound, outbound, or both; the difference here is that no one is sitting in a cubicle amongst hundreds of others. Instead, they are sitting at home or wherever else they work from, as they’ve logged in online and are making calls over their computer.

By reaction type

Outsourcing can also work by “reaction” type – that is, the reason for the call being made. Some react to customers, whereas others are proactive.

Reactive call centers

These business process outsourcing call centers are by far the most common. People call them, and they react. These call center services are only there to help when asked, they do not do any calling on their own.

Proactive call centers

These BPO call center vendors, on the other hand, reach out to customers. Folks who work at these call centers likely will do some analysis first of what the customer (or potential customer) needs before making the actual call.

What BPO call centers do?

The day-to-day work of a BPO contact center depends upon, as you may have guessed, the type of call center. Here’s what the lives of call center agents look like:

Inbound

At an inbound BPO call center company, a given call center might:

• Helping customers make orders: Although paying online has become more and more popular, some folks still prefer to order over the phone. These call center companies can help with that process.
• Answering questions about the company: This type of BPO call center operation is what most people think of when they think of this type of business. You call, you get an answer from an agent.
• Address complaints: If callers calling in have complaints, they can take them in and record them for the client company.
• Marketing: Did a customer see an ad and want to learn about a sale? A call center can help clarify that for them.

Outbound

Outbound BPO call center services can:

• Respond to customer complaints: Let’s say a customer leaves a ticket on a website. These call center BPO organizations can then call the customer and, in reaching out, get their questions answered.
• Telemarketing: Let’s face it. People may complain about telemarketers, but it’s an effective way of getting your product out there. Call center outsourcing can be a key way of being able to get telemarketing done.
• Fundraising: Are you a charity? Outsourcing can help you raise money by literally conducting your fundraising.
• Research: Do you want to learn more about what people think about your product? Outsource the survey and have an army of callers get results.

Virtual

Virtual contact center BPOs, on the other hand, combine all of the above:

• Handles both incoming and outgoing calls
• Sales and telemarketing
• Answering customer support questions

How MightyCall can help

Since virtual call centers combine all the best while eliminating the worst about call centers, it’s worth looking into working with a virtual one. Or, if you run a call center, it’s worth making the switch. And when looking at the MightyCall’s call center software it becomes a lot easier to make that decision.

MightyCall offers critical online tools that can help the most complex BPO contact centers operate successfully:

• International numbers: These allow you to operate across country borders, vastly opening up your potential workforce.
• Softphones: With these tools, your workers do not need to be working from a deskphone in a cubicle – they can be working from anywhere, saving them time (and saving you money).
• Call notes: If your employees can’t pass each other physical notes, no problems: Call notes allow them to leave “notes” on a given call, reminding or informing the next worker about what went on.
• Automatic call distribution: Maximize agent productivity by routing your calls through pre-set rules.
• Ring groups: With this feature, reduce wait times dramatically by routing calls to entire teams to get callers their answers quicker.
• Call monitoring: Monitor the calls your employees make to help with coaching and improve performance.
• Call whisper: With this, managers can “whisper” to agents during calls, without the client knowing, to give tips or other helpful advice.

MightyCall is made to connect businesses with their clients – which is why it’s a perfect BPO call center for your business.

Pros and cons of call center BPO options

When considering using a BPO call center, there are some important pros and cons to keep in mind. It’s crucial that you work through all of them before deciding whether or not a BPO is right for you.

Pros

1. Price: It’s simply cost effective to outsource the task to professionals. Yes, “outsourcing” has a bad stigma. But call center business process outsourcing saves you money. And if you’re a burgeoning SMB, it’s understandable that you cut costs where you can.
2. No need to train: A BPO will train their own employees to work for you. You don’t need to spend the time coaching or giving advice.
3. No more closing time: With virtual call centers, people can work from anywhere in the world – literally (well, anywhere they have internet). Which means that, if you work with the right BPO call center, you can guarantee that you never need to worry about closing time.
4. Make more contact than ever: You have tons of people at your disposal, as opposed to the few you might be able to hire with your own company.
5. Focus on what matters most to you: When the weight of having to focus on overseeing calls and connections off your shoulders, you can focus on everything else that actually matters to you.

Cons

1. People don’t always love telemarketing: If you decide telemarketing is the way to go for your business, you can make a lot of money. But if you become associated in people’s minds with a telemarketing brand, you may risk turning off potential clients.
2. Some customers really do not like call centers: When it is obvious that a caller is speaking with a call center and not a formal company employee, sometimes callers can get frustrated. Balancing price vs. customer frustration here can be important.
3. Uninformed agents: If all goes well, the call center should inform its employees properly. But if you have one which has not done its due diligence, they may not be able to provide all the answers customers are asking for – which can cause further frustration.
4. You have divulged information: While these organizations are incredibly trustworthy, some business owners do not like having to divulge private information (or information about their customers). If you’re concerned about privacy, it might be a good idea to check reviews of previous call center clients.
5. Your own customer service capabilities may atrophy: If you outsource your customer service capabilities for a while and then suddenly have to start doing customer service again for whatever reason, you/your company may have been rather out of practice for a while (especially if you’ve let go all of your customer service agents).

When to use business process outsourcing for call center activities?

When can it be useful to adopt these services? Here are a couple examples:

1. Getting your products out there: If you want to quickly let a large amount of people know about your products, opting for a call center capable of telemarketing can be a smart way to go about doing so.
2. You anticipate a boom…: If you have yourself together, you might be able to predict when you’re about to hit it big. If you can tell that things are firing on all cylinders, it might be a good idea to get ahead now.
3. …or you realize you’re about to bust: Conversely if you are firing on all cylinders while trying to deal with a huge amount of customers who need help, opting for a BPO call center can be a good pressure release valve.
4. There are always people: Having trouble hiring folks? There will always be people working at call centers, which means you will always have customer support staff ready.
5. You need to cut costs: Call centers are cheap. A lot cheaper than having people on staff. When it comes down to outsourcing, sometimes it’s just the numbers.

What businesses should use BPO centers?

But what types of businesses should use outsourcing? Here are a couple suggestions:

1. Insurance: Lots of people call insurance companies all the time. Outsourcing those calls can be a good way of keeping everything flowing smoothly.
2. Banking: Sometimes people need help with card fraud, and sometimes others just have questions about how their account works. Not needing to keep folks who answer those types of questions can free your tellers up for other services.
3. Energy: People have questions about the greenest energy a company offers, or how their bills are structured. BPO call centers can provide the answers.
4. Medical billing: Similar to insurance, people often have questions about their medical bills. Outsourcing means those questions still get answered in a timely manner.
5. E-commerce: If you run a small website, you might not be able to have on-staff salespeople. By outsourcing, you can save big while having reliable and effective customer service.

How to integrate a BPO call center into business operations?

So you’ve decided that a BPO can be right for you. But how do you actually implement a BPO call center? It’s actually relatively easy.

1. Double-check your numbers

Does this work for you? Are you certain? It’s really important that you know that this is what you want to go about doing. Find out everything it will require of you. Not only will this save you time and money, it will also help you make the right choice. Because switching may include letting go some current staff, and if you do that only to realize that perhaps letting them go was not the best decision for you, you may come to regret it.

2. Choose a type of call center you want to go with

Are you only looking for inbound calls? Do you want to focus on outbound? How about virtual calls? Just because you decided you want to go with outsourced call center agents, it doesn’t mean you also have inherently figured out how you want to take advantage of them.

3. Pick a reliable service provider

When picking a BPO call center provider, it’s important to keep a few things in mind, like

• Price: How much will it cost you? Are they cheaper than what you’re already using?
• Location: Can they provide 24/7 service? Are they in your time zone – reducing usefulness – or elsewhere?
• Specialization: Is it a call center which has worked in your field before? Some outsourcing companies are jacks of all trades, but others may implicitly understand how yours works.

4. Make sure they have the information they need

When sharing information with your selected BPO center, be sure to not hold back on what they might need. They do not need everything, obviously; but if you’re overly careful, they might be deprived of the key pieces of information they need to do their job.

5. Figure out the legal situation

If you are going with a call center outside of the United States, you may want to consider talking to a lawyer. Not out of concern that you are doing something illegal – you aren’t – but just to make sure that everything when it comes to taxes and the like is straightforward. There’s also the question of privacy; you are handing over customer data to a third-party company, so you want to make sure you’ve dotted your i’s and crossed your t’s.

6. Work on the details of your transition

How long do you want to take to transition to the BPO call center industry? Do you want to make it happen as soon as possible, or do you want to drag it out? Do you currently employ people who have contracts which cannot quickly be ended and who will be replaced by the BPO? There are a lot of final details you need to think about before beginning your transition.

7. Check in with the results

Once you go for it, the conference center should work like an automatic process: you no longer will need to give input unless it is requested. However, that does not mean you should not pay any more attention. BPO call center agents are going to be the first thing callers associate with your business – which means that if they are not doing a good job, it will hurt your image. That means you should check in on occasion; success rates, call connections, satisfaction from clients, and more are all things you should be on the lookout for.

Use a BPO call center for your business to deliver high-level customer service

So, what is a BPO call center? It’s an organization that allows you to delegate business communications with clients to professionals, freeing you for other strategically important tasks and allowing you to further develop your business. This service allows you to keep doing what you do best while also being able to meet your customers and callers where they need to be met. It guarantees that “you” are always available for them, no matter what time of day – meaning that BPO call center agents can help dramatically expand your reach and satisfy your customers for an affordable price.

The post BPO Call Center: What is it? Types, Functions, Pros & Cons first appeared on MightyCall.

What is an average handle time (AHT)?

Average Handle Time (AHT) is a metric that measures the average duration it takes for a call center agent to handle a customer interaction from start to finish. It includes the time spent interacting with the customer as well as any related after-call work or wrap-up tasks.

Why average handle time is important in call centers?

• Operational efficiency: AHT directly impacts call center efficiency by influencing agent productivity and resource allocation.
• Cost-effectiveness: Lower AHT allows call centers to handle more customer interactions within a given time frame, reducing overall operational costs.
• Customer satisfaction: Efficient and prompt handling of customer inquiries contributes to a positive customer experience and higher satisfaction levels.
• Workforce optimization: Monitoring Average Handle Time helps identify training needs, process improvements, and opportunities for optimizing workforce management.

What is a good AHT?

The definition of a “good” AHT varies based on the specific industry, call center objectives, and types of interactions handled. However, in general, a good Average Handle Time is one that strikes a balance between efficiency and quality of service, ensuring timely resolutions without compromising customer satisfaction.

How to calculate average handle time

1. Start the timer when the call begins.
2. Include the total talk time with the customer, including hold time, transfers, and any after-call work.
3. Stop the timer when the call is completed or when the agent finishes all necessary tasks related to the interaction.
4. Divide the total handle time by the number of interactions to calculate the average.

Industry standard of average handling time

Industry standards for Average Handle Time can vary significantly across different sectors and call center types. It is essential to compare AHT within your industry and consider factors like call complexity, customer expectations, and service level agreements (SLAs).

How to reduce average handle time in call center

The more calls you make, the more clients and customers can be reached, and the more sales you can make. Here are some tips for making more connections:

1. Streamline processes: Identify and eliminate unnecessary steps in call handling procedures to reduce handle time.
2. Agent training and knowledge: Provide comprehensive training to agents, ensuring they have the skills and knowledge needed to handle customer inquiries efficiently.
3. Implement call center technology: Adopt tools like automated workflows, knowledge bases, and customer relationship management (CRM) systems to streamline processes and provide agents with quick access to relevant information.
4. Prioritize issue resolution: Train agents to focus on first call resolution and empower them to make decisions that expedite issue resolution.
5. Monitor and optimize call scripts: Review call scripts regularly to ensure they are concise, effective, and guide agents toward efficient interactions.

Use AHT to improve the customer experience

By optimizing Average Handle Time, call centers can enhance the customer experience by providing quicker resolutions, reducing hold times, and minimizing the need for customers to be transferred between agents or departments. Efficient handling of customer interactions positively impacts customer satisfaction and loyalty.

The post Average Handle Time (AHT): What Is It & How to Improve It first appeared on MightyCall.

What is a first call resolution?

First Call Resolution (FCR) refers to the percentage of customer inquiries or issues that are resolved during the initial contact with a call center, without the need for follow-up calls or additional interactions. It signifies the ability of call center agents to provide timely and satisfactory solutions to customer problems in a single call.

Why is the first contact resolution rate important?

• Customer satisfaction: Resolving customer issues on the first call leads to higher levels of customer satisfaction, as it minimizes customer effort and demonstrates the effectiveness of the support provided.
• Reduced customer frustration: Customers value their time and prefer not having to make multiple contacts to resolve an issue. High First Call Resolution rates help minimize customer frustration by addressing their concerns promptly.
• Cost efficiency: Achieving a high FCR rate helps reduce operational costs associated with handling repeat calls, as well as the costs of transferring calls between agents or departments.
• Improved agent productivity: Resolving customer issues on the first call frees up agent time, allowing them to handle more inquiries and deliver a higher quality of service.
• Enhanced customer loyalty: Consistently achieving high FCR rates builds trust and loyalty among customers, as it showcases the organization’s commitment to efficient problem-solving.

What affects the FCR?

Several factors influence the First Call Resolution rate in call centers, including:

• Agent training and knowledge: Well-trained agents with in-depth product knowledge are more likely to resolve issues on the first call.
• Call complexity: The complexity of customer inquiries or issues affects the time and effort required for resolution.
• Call center processes: Efficient call routing, clear escalation paths, and streamlined workflows contribute to higher FCR rates.
• Technology and tools: Utilizing advanced call center technology, knowledge bases, and CRM systems can facilitate quick and accurate issue resolution.

How to calculate first call resolution rate?

1. Determine the time frame: Select a specific period for calculating the First Call Resolution rate, such as a day, a week, or a month.
2. Define what constitutes resolution: Set criteria for what qualifies as a resolved call based on the specific objectives and guidelines of your call center.
3. Collect data: Gather information on the total number of calls handled and the number of calls resolved during the chosen time frame.
4. Calculate the FCR rate: Divide the number of resolved calls by the total number of calls and multiply by 100 to obtain the FCR rate percentage.

First Call Resolution industry standard

Industry standards for FCR rates may vary depending on the sector and the complexity of the calls. However, a benchmark FCR rate of around 70% is often considered a good target for most call centers.

Benefits of good first call resolution rate

• Enhanced customer satisfaction: Customers appreciate timely resolutions and are more likely to be satisfied when their issues are resolved on the first call.
• Improved customer loyalty: High First Call Resolution rates foster loyalty as customers perceive the organization as responsive and reliable.
• Reduced customer churn: Resolving issues promptly reduces the likelihood of customers switching to competitors.
• Cost savings: Lowering repeat calls and unnecessary follow-ups helps reduce operational costs and optimize call center resources.
• Increased agent morale: Agents experience a sense of accomplishment and job satisfaction when they can successfully resolve customer issues on the first call, leading to higher morale and motivation.
• Positive brand image: A reputation for high FCR rates demonstrates a commitment to customer service excellence, enhancing the brand image and attracting new customers.
• Word-of-mouth referrals: Satisfied customers who have their issues resolved efficiently are more likely to recommend the company to others, driving positive word-of-mouth referrals.

Challenges of improving FCR in call centers

• Limited agent knowledge and skills: Agents may lack comprehensive product or service knowledge, leading to difficulties in resolving customer issues efficiently on the first call. Inadequate training and ongoing skill development programs can hinder FCR improvement.
• Complex or technical issues: Some customer inquiries involve complex or technical problems that require specialized expertise. If call center agents lack the necessary training or access to technical resources, achieving FCR becomes challenging.
• Incomplete or outdated information systems: Call centers heavily rely on information systems and databases to access customer data and provide accurate solutions. Outdated or incomplete systems, missing information, or slow system response times can delay issue resolution and lower FCR rates.
• Ineffective call routing and escalation processes: If calls are not routed properly or escalated efficiently to the appropriate departments or teams, there may be delays in resolving customer issues. This can result in multiple calls from the same customer and lower FCR rates.
• Lack of integration between channels: Customers now expect seamless omnichannel experiences, but call centers often struggle with integrating multiple communication channels (such as phone, email, chat, social media). Inconsistent or disconnected information across channels can hinder FCR efforts.
• High call volume and time constraints: Call centers that experience a high volume of incoming calls may face time constraints in resolving each issue on the first call. Agents may need to handle multiple calls simultaneously, leading to potential FCR challenges.
• Customer behavior and expectations: Customer behavior and expectations can vary, making it difficult to achieve FCR consistently. Some customers may prefer immediate resolutions, while others may have complex or ongoing issues that require multiple interactions.
• Metrics and performance management: Focusing solely on metrics like average handle time (AHT) or call resolution time can inadvertently discourage agents from investing time in thoroughly resolving issues. Balancing efficiency metrics with FCR goals can be a challenge.

FCR rate best practices

• Implement advanced call routing: Utilize intelligent call routing systems that consider customer profiles, issue complexity, and agent expertise. Direct calls to the most suitable agent to maximize the chances of resolving issues on the first call.
• Foster collaboration and knowledge sharing: Encourage agents to collaborate and share insights, successful resolution techniques, and best practices. Establish platforms or forums where agents can exchange knowledge to improve overall First Call Resolution rates.
• Monitor and optimize call workflows: Continuously review call center processes and workflows to identify bottlenecks and areas for improvement. Streamline procedures to minimize resolution time and ensure a smooth customer experience.
• Leverage technology solutions: Invest in advanced call center technologies, such as customer relationship management (CRM) systems, knowledge bases, and call analytics tools. These technologies provide agents with the necessary resources and insights to resolve customer issues effectively.
• Encourage agent empowerment: Empower agents by giving them the authority and autonomy to make decisions and resolve issues. Provide comprehensive training and ongoing support to ensure agents have the skills and confidence to achieve high FCR rates.

How to improve First Call Resolution rate?

Enhance agent training

Invest in comprehensive training programs that focus on product knowledge, customer service skills, and effective issue resolution techniques.

Implement robust knowledge management systems

Ensure agents have access to a centralized knowledge base that is regularly updated with accurate information.

Foster collaboration

Encourage collaboration and knowledge sharing among agents to leverage collective expertise and improve problem-solving capabilities.

Streamline processes

Optimize call center workflows and procedures to eliminate unnecessary steps and reduce resolution time.

Monitor and analyze call data

Regularly analyze call data and customer feedback to identify trends, common issues, and areas for improvement.

FCR practices to avoid in call centers

But just like there are ways to be successful in these processes, there are also ways that you can hinder your successes. Here are some things that you should avoid in order to maintain a healthy First Call Resolution rate:

Rushing through calls

Encourage agents to take the necessary time to thoroughly understand customer issues and provide comprehensive solutions.

Transferring calls excessively

Minimize the number of call transfers between agents or departments to avoid customer frustration and potential resolution delays.

Overpromising and underdelivering

Set realistic expectations with customers to avoid making promises that cannot be fulfilled, leading to dissatisfaction.

Improve customer retention with optimal First Call Resolution

First Call Resolution is a critical metric for call centers, as it directly impacts customer satisfaction, loyalty, and operational efficiency. By understanding the meaning of FCR, recognizing its importance, implementing best practices, and addressing common challenges, call centers can strive for optimal FCR rates. By resolving customer issues promptly and effectively, call centers can foster positive customer experiences, build stronger customer relationships, and position themselves as leaders in customer service excellence.

The post First Call Resolution (FCR): Meaning, Importance & Best Practices first appeared on MightyCall.

What is an abandonment rate?

An abandonment rate, in general, represents the percentage of individuals who leave a process or activity before its completion. In the context of call centers, it specifically refers to the percentage of callers who hang up or disconnect a call before connecting with a live agent.

What is a call abandonment rate?

The call abandonment rate measures the number of abandoned calls compared to the total number of calls received by a call center. It is a vital metric that provides insights into customer experience, agent availability, call center efficiency, and the effectiveness of service delivery.

Why is it important to monitor call abandonment rate in call centers?

• Customer dissatisfaction: High call abandonment rates indicate a dissatisfied customer base, highlighting potential issues in service quality or wait times.
• Lost business opportunities: Abandoned calls mean missed opportunities to address customer inquiries, resolve issues, and potentially convert leads into customers.
• Operational efficiency: Monitoring the abandonment rate helps identify bottlenecks in call center operations, such as insufficient staffing or inadequate call routing strategies.
• Cost implications: Abandoned calls result in wasted resources and lost productivity, impacting the overall cost-effectiveness of the call center.
• Performance benchmarking: Tracking call abandonment rates allows call centers to compare their performance against industry standards and competitors, fostering continuous improvement.

How to calculate call abandonment rate

1. Identify the time frame: Determine the specific period for which you want to calculate the abandonment rate (e.g., a day, a week, a month).
2. Obtain data: Collect the total number of incoming calls during the chosen time frame and the number of abandoned calls within the same period.
3. Calculate the abandonment rate: Divide the number of abandoned calls by the total number of incoming calls and multiply by 100 to get the abandonment rate percentage.

The reasons why phone calls are abandoned in call centers

When running a call center, having phone calls get abandoned can be frustrating. Here are a few reasons why that might happen:

• Long wait times: Customers may hang up if the waiting period to connect with an agent exceeds their patience threshold.
• Ineffective IVR systems: Poorly designed or confusing Interactive Voice Response (IVR) menus can frustrate callers and lead to abandonment.
• Inadequate staffing: Insufficient agent availability can cause excessive hold times, leading customers to abandon their calls.
• Lack of resolution: If customers perceive that their issues won’t be resolved or they have to navigate through multiple transfers, they may choose to abandon the call.

Industry standard of call center abandon rate

According to industry sources, the average call abandonment rate varies depending on the sector and call center type. For example, inbound call centers typically aim for an abandonment rate of 5% or less, while outbound sales centers may have higher rates due to different operational objectives:

What KPIs affect a high abandonment rate in call centers?

Different KPIs can cause different abandonment rates. Here are a few to keep in mind:

• Average Speed of Answer (ASA): The time it takes for a call to be answered by an agent.
• Service Level Agreement (SLA): The percentage of calls answered within a specified time frame.
• Agent Occupancy: The percentage of time agents are actively engaged in calls or other productive activities.
• First Call Resolution (FCR): The ability to resolve customer issues in a single call.
• Call Volume Forecasting: Accurate prediction of call volumes to ensure adequate staffing levels.

How to Improve Call Abandonment Rate

Optimize call routing

Implement intelligent call routing systems to ensure calls are directed to the most appropriate agents, minimizing wait times and increasing the chances of call resolution.

Enhance IVR menus

Streamline and simplify IVR menus to provide clear and concise options for callers, reducing frustration and improving the overall customer experience.

Monitor and manage staffing levels

Regularly analyze call volume patterns and adjust staffing levels accordingly to ensure an optimal balance between agent availability and call demand.

Provide self-service options

Offer self-service channels such as FAQs, online knowledge bases, or chatbots to empower customers with quick and convenient solutions without the need for a phone call.

Implement callback options

Introduce callback features that allow customers to request a call back instead of waiting on hold, ensuring their concerns are addressed while minimizing abandonment rates.

Continuous agent training

Invest in ongoing training programs for agents to enhance their product knowledge, problem-solving skills, and communication abilities, enabling them to handle calls more efficiently.

Measure and track call metrics

Regularly review and analyze call center data, including call abandonment rates, to identify trends, patterns, and areas for improvement.

Enhance technology infrastructure

Upgrade call center technology and infrastructure to support seamless call handling, reduce hold times, and improve overall efficiency.

Improve the customer experience by reducing your call abandonment rates

By diligently monitoring and taking proactive measures to reduce call abandonment rates, call centers can significantly enhance the customer experience. Lower abandonment rates lead to improved customer satisfaction, increased customer loyalty, and higher chances of resolving issues in a timely manner.

The post What is the Call Abandonment Rate? Why Is It So Important & How to Calculate It? first appeared on MightyCall.