• What is an outbound dialer?
• How does an outbound dialer work?
• Types of outbound dialers
• Choosing the right type of outbound dialer
• Pros and cons of outbound dialers
• Who uses outbound dialing?
• Top 3 providers for outbound dialers
• What now?

What is an outbound dialer?

An outbound dialer is advanced technology designed to improve the productivity of call agents. It transforms the traditional, manual process of dialing into an automated one, allowing agents to concentrate more on customer interactions, engagement, and conversion.

How does an outbound dialer work?

Outbound dialers automate the process of making phone calls, integrating key functions to improve call operations:

• Uploading a list of contacts: Users import contact lists from sources such as CRM databases or spreadsheets into the dialer system. This step organizes and targets the appropriate audience for each call campaign.
• Scheduling calls: The system enables users to set specific times for calls, with options to adjust based on time zones, customer availability, or agent schedules. This ensures calls are made at optimal times.
• Providing live transcriptions and summaries: Many dialers use AI to generate real-time transcriptions of calls, converting spoken words into text for immediate review. Summaries, often derived from these transcriptions, highlight key points or actions from each call.
• CRM system integration: Outbound options integrate with CRM systems, allowing for smooth data flow. This ensures agents have up-to-date customer information, making calls more informed and personalized.

Together, these features improve the effectiveness of call campaigns, enhancing both agent productivity and customer experience.

Types of outbound dialers

Preview dialers:

• Function: Preview dialers allow agents to view contact details before making a call, facilitating calls that require a personalized touch based on the customer’s background or previous interactions.
• Use case example: A healthcare provider uses a preview dialer to review patient histories before outreach calls. This allows for more informed discussions about health plans or appointment scheduling.
• Best for: Useful for campaigns that require a personalized touch. Agents can view comprehensive customer information before the call, allowing for a more informed and individualized communication approach.

Power dialers:

• Function: Power dialers automatically connect agents to the next contact once they complete a call, reducing waiting time. Ideal for campaigns requiring a continuous flow of calls.
• Use case example: In an insurance company, a sales team uses a power dialer to contact potential customers. Once an agent finishes a call, the dialer immediately connects them to another lead, increasing customer outreach and potential sales.
• Best for: Favored in contexts where customer experience and conversion are crucial. These dialers automatically connect agents to the next call, facilitating more time for meaningful customer interactions.

Progressive dialers:

• Function: Progressive dialers are similar to power dialers but offer a brief pause between calls, allowing agents to prepare for the next interaction.
• Use case example: A customer service team in an e-commerce firm uses a progressive dialer for handling queries and complaints. The dialer ensures agents have a short period to review upcoming customer information, leading to more prepared and effective interactions and thus improving customer satisfaction.
• Best for: These are ideal for high call volume environments where reducing agent idle time is essential. They are effective in situations where quick and frequent customer connectivity outweighs the need for personalized calls.

Agentless dialers:

• Function: These outbound auto dialers use IVR systems for automated messaging or informational campaigns, eliminating the need for direct agent involvement.
• Use case example: An event management company uses an agentless dialer to send automated reminders about event dates and times to attendees, ensuring widespread message delivery without manual calling.
• Best for: Best for mass notification campaigns or when direct agent interaction isn’t required. Utilizing IVR systems, these outbound dialers automate calls for broad information dissemination, such as alerts or general announcements, without needing direct agent input.

Choosing the right type of outbound dialer

Selecting the suitable outbound dialer is based on your business’s specific requirements and the nature of your call activities:

1. Analyze call volume and type: Assess the volume and nature of calls in your call center. Predictive dialers might suit high-volume centers, while centers focused on detailed customer interactions could benefit from preview or progressive dialers.
2. Consider your team’s workflow: Evaluate how your team operates. Progressive dialers, offering breaks between calls, might be ideal for preparation, whereas power dialers could suit continuous call requirements.
3. Evaluate technical compatibility: Check that the dialer integrates well with your existing systems, such as CRM software, ensuring smooth operation.
4. Understand your business goals: Align the dialer with your business objectives. If customer engagement is a priority, consider dialers that allow for personalized interactions.
5. Budget considerations: Look at the costs of different dialers in relation to their potential returns. Advanced systems might have higher initial costs but could offer more benefits in the long run.
6. Compliance and legal requirements: Make sure the dialer meets industry regulations and legal standards, particularly if you operate in multiple regions.
7. Trial and feedback: If possible, test the dialer before full implementation and gather feedback from agents on its usability and effectiveness.

Pros and cons of outbound dialers

1. Improved agent productivity: Automation of dialing tasks allows agents to concentrate on customer interactions.1. Call drop risks: Automated outbound dialing can lead to an increased number of abandoned calls, especially with predictive dialers.

Outbound dialers bring a balance of pros and cons. They improve agent productivity, simplify campaign management, and offer better customer data management, leading to increased satisfaction and scalability. However, they also pose challenges. Businesses must carefully evaluate these factors against their specific needs and objectives to determine if an outbound dialer aligns with their operational strategy and growth plans.

Who uses outbound dialing?

• Sales teams: For generating leads and reaching out to customers.
• Customer service centers: For efficient customer support and service.
• Debt collection agencies: To improve the collection process.
• Healthcare and nonprofit organizations: For patient engagement and reaching out to donors.

Top 3 providers for outbound dialers

MightyCall

MightyCall offers a rich list of features for call centers, small, and mid-sized businesses. It combines SIP technology with modern telephony, including high-quality voice calls, scalable voice channels, and strong security measures. It’s straightforward to set up and has excellent customer support, suitable for call centers transitioning to trunking.

Pros:

• User-friendly interface with regular updates.
• Advanced security protocols.
• High-quality voice calls.

Cons:

• Less appropriate for very large organizations.
• Limited customization for intricate setups.

Price:

• Core Plan: $15 user/mo, billed annually, 3-user minimum
• Pro Plan: $20 user/mo, billed annually 3-user minimum
• Enterprise Plan: Custom pricing, 10-user minimum

Best for: Call centers and small to medium-sized businesses looking for a straightforward software with good pricing plans.

Features:

• Call analytics and monitoring.
• Roles and permissions settings.
• Multi-level IVR.
• Direct inward dialing.
• Options for disaster recovery.

Location: Primarily serves the USA and Canada, also suitable for businesses with international operations.

AutoReach

AutoReach is an outbound dialer software recognized for its intuitive interface and rapid deployment. It’s ideal for businesses needing a quick setup for their call operations, accessible for teams with various skill levels.

Pros:

• Intuitive interface.
• Rapid deployment.
• Suitable for various team skill levels.

Cons:

• Requires an integration with a different VoIP service.
• May lack features for larger enterprises.
• Limited integration with non-standard CRM systems.

Price: Customizable and is calculated on an individual basis.
Best for: Small to medium-sized teams seeking an outbound auto dialer software.

Features:

• Simple management for outbound calls.
• Call scheduling and management.
• Basic call performance analytics.

Location: Focuses on North America but suitable for businesses in various regions needing outbound call dialing.

Dialpad

Dialpad is known for its integration with AutoReach and advanced AI transcription features. It’s a solution for businesses integrating their outbound dialing systems with AI for more productive customer interactions.

Pros:

• Integration with AutoReach.
• Advanced AI for call transcription and analysis.
• Call management tools.

Cons:

• Higher cost than simpler systems.
• Potential learning curve for AI features.

Price:

• Standard Plan: $15 user/mo, billed annually
• Pro Plan: $25 user/mo, billed annually
• Enterprise Plan: Custom pricing

Best for: Mid-sized to larger businesses or call centers needing integrated AI tools for enhanced customer interaction.

Features:

• AI-based call transcriptions.
• Detailed analytics and reporting.
• Integration with CRM and business tools.

Location: Strong presence in North America, also suitable for international businesses needing advanced AI in communication.

What now?

Integrating an outbound call dialer is a significant move for businesses aiming to improve their call operations. MightyCall suggests carefully assessing your specific business requirements, the volume of calls managed, and the training level of your agents when selecting an outbound dialer. The right choice depends on understanding your call dynamics, the abilities of your team, and matching these with the functionalities of different dialer types. By taking into account these essential aspects, businesses can choose a dialer that not only meets their immediate operational needs but also supports future growth, ensuring visible results and success in customer communication efforts.

The post Understanding the Outbound Dialer: A Guide first appeared on MightyCall.

In this article we cover:

• What is contact center CRM?;
• Why do call centers need a CRM?;
• Benefits of call center CRM software;
• The list of top call center CRM;
• How we evaluated the best contact center CRM;
• Best call center CRM solutions: Comparison;
• 10 best CRMs for contact centers: Overview;
• How to choose a CRM for a call center?;
• Features to look for in a contact center CRM software;
• Getting CRM software for a call center is a key to success.

What is contact center CRM?

A Customer Relationship Management system is a well-organized platform aimed at improving customer interactions in a contact center. It simplifies communication by gathering all customer information into one place, making it easier for the service team to provide efficient and personalized assistance. This system comes with features for managing contacts, monitoring customer interactions, studying customer data, and improving the overall customer experience.

When connected with call & contact center software, CRM becomes an essential tool. It gives service agents access to needed customer information during live chats, avoiding the necessity for customers to repeat details. The combination of CRM and contact center software can greatly improve the customer’s journey, increasing their satisfaction and loyalty, and also enhancing the performance of your customer service team.

Why do call centers need a CRM?

1. Managing scattered customer information: In a busy call center, information can be scattered across different platforms. A CRM for call centers collects all customer information in one place, eliminating the hassle of hunting for details across multiple locations.
2. Reducing tedious manual tasks: Repetitive tasks like data entry and updating records can eat into an agent’s productive time. A call center software integrating with CRM automates these tasks, enabling agents to concentrate on providing exceptional customer service.
3. Addressing disjointed customer interactions: It can be challenging to maintain a comprehensive record of customer interactions without a contact center CRM application. This system tracks all engagements, helping agents provide consistent service and enhancing the overall customer experience.
4. Personalizing customer service: Without a CRM for call centers, providing personalized service can be a struggle. With access to customer history and preferences, agents can tailor their interactions, leading to improved customer satisfaction.
5. Enhancing team collaboration: Without a central data hub, team collaboration can suffer. A CRM system facilitates efficient sharing of customer information, ensuring all call center agents are on the same page.
6. Improving decision-making with actionable insights: A contact center CRM application analyzes data and uncovers patterns and trends. These insights help managers make informed decisions about staffing, training, and improving processes.

Benefits of call center CRM software

1. Enriching the customer experience with improved first call resolution (FCR)

In the customer service realm, first impressions matter. With a call center CRM, agents have access to a customer’s complete history at their fingertips, enabling them to respond to queries with heightened efficiency and precision. With all the required information at their disposal, agents can often solve issues during the first interaction itself, significantly enhancing the customer’s experience and your call center’s operational efficiency.

2. Boosting agent productivity to new heights

In the dynamic environment of a call center, every minute counts. CRM call center software empowers your team by automating routine tasks such as data entry and updating records, liberating agents to concentrate on their core task – serving customers. With less time wasted on administrative chores, you’ll witness a substantial surge in agent productivity.

3. Fostering loyalty through superior customer retention

A CRM doesn’t just help manage customer interactions, it helps create meaningful connections. By equipping agents with comprehensive customer profiles, a CRM call center facilitates personalized interactions that deepen the customer relationship. The result? Higher customer retention rates and a loyal customer base.

4. Efficiently cutting operational costs

One of the significant benefits of a CRM is its ability to streamline numerous processes within a call center. By optimizing resource utilization and improving call handling efficiency, a CRM call program cuts down on operational costs, making your call center a model of cost-effectiveness.

5. Unleashing the power of enhanced reporting and analytics

A CRM goes beyond managing customer interactions – it’s a treasure trove of insights. Whether it’s customer behavior patterns, agent performance metrics, or call center operational trends, a CRM call center aids in strategic decision-making, helping you continually refine your customer service strategy.

6. Embracing growth with scalability

As your business thrives and expands, you need a system that can keep pace. Designed for scalability, CRM call center solutions readily adapt to increased call volumes and expanding customer data, ensuring your call center operations continue to run smoothly, no matter how much your business grows.

7. Updating your training routine

A CRM system in a call center serves as an invaluable tool for training and developing staff. New agents can learn quickly by observing real-time interactions and accessing historical data, leading to more effective onboarding and continuous professional development. By analyzing past interactions, agents can identify best practices and common pain points, enhancing their problem-solving skills and overall performance.

The list of top call center CRM

Let’s delve into some of the top call center CRM players in the arena:

1. Salesforce Service Cloud: Comprehensive feature set and powerful call center CRM integrations.
2. HubSpot: Easy & free contact center CRM.
3. Freshdesk: Multichannel support and gamified approach to customer service.
4. Zoho Desk: Impressive blend of affordability and functionality.
5. Apiway.ai: Pioneering in API integrations.
6. Zendesk: Intuitive interface and robust ticketing system.
7. Dixa: Superior multi channel support.
8. TalkDesk: Efficient self-service CRM tools for call centers.
9. Bitrix24: Great for social media channels.
10. Five9: Advanced AI capabilities.

How we evaluated the best contact center CRM

We employed a systematic approach to select the best call center CRM software. Our evaluation process focused on several key criteria, providing a comprehensive review to guide businesses in choosing the ideal solution. The criteria include:

1. Cost-effectiveness: We looked at the pricing structures of each platform, considering both the base price and any additional costs for extra features or services. This ensured we were recommending products that offer great value for the money.
2. Core Features: We assessed the fundamental features of each platform, such as contact management, call handling, and ticketing capabilities. These are the essentials for any successful CRM.
3. Expert Analysis: Our team of experts conducted a thorough examination of each platform, with a keen eye for user experience, the learning curve, and overall system efficiency.
4. Customer Support: We evaluated the quality of customer support, including response times, availability of support channels, and the helpfulness of the support teams.
5. Specialized Capabilities: We took note of any unique or niche features that set the call center CRM platforms apart. These might include advanced analytics, AI capabilities, or specialized integrations.

Our goal was to ensure we presented the most balanced and comprehensive view of the best CRMs for call centers.

Best call center CRM solutions: Comparison

Please note that integration capabilities can vary depending on the specific plans and configurations of each call center CRM, so always verify these details with the CRM provider.

10 best CRMs for contact centers: Overview

1. Salesforce Service Cloud

Salesforce Service Cloud stands as a high-performance Contact Center CRM, renowned for its comprehensive suite of features and robust integrations. As an integral component of the broader Salesforce ecosystem, it has been crafted with meticulous precision to bolster customer service teams across a myriad of channels. Harnessing the power of cloud technology, it enables real-time, seamless communication, significantly enhancing responsiveness and customer satisfaction.

Its dynamic interface, designed for intuitive navigation, ensures all necessary information is readily available, simplifying complex processes and enabling agents to focus more on delivering top-notch customer service. Its commitment to service excellence and innovative technology makes it an industry leader, setting the benchmark in the CRM for contact centers space.

Best for: Businesses of all sizes that require extensive CRM functionality and strong integrations.

Price: Pricing starts at $25 per user/month.

Key Features:

• Case management: Track and manage customer inquiries and issues.
• Knowledge management: Access a centralized repository of solutions to common customer issues.
• Social customer service: Respond to customer queries on social media platforms.
• Advanced analytics: Leverage in-built analytics tools for performance monitoring and insight generation.
• Smart AI: Automate routine tasks and gain predictive insights.
• Scalability: Grow with your business, catering to an increasing volume of customer interactions.

Pros:

• Advanced AI capabilities
• Deep customization options
• Strong reporting and analytics

Cons:

• Can be expensive for smaller businesses
• Might have a steep learning curve for new users

User Reviews: 4.2 out of 5 on G2.

2. HubSpot

HubSpot has established itself as a leading name in the CRM call center software market. Renowned for its simplicity and comprehensive offerings, HubSpot’s CRM is an ideal choice for businesses of all sizes – from start-ups finding their footing, to established enterprises seeking to streamline their operations. Its seamless blend of usability and functionality makes it a powerful tool in managing customer relationships.

What sets HubSpot apart is its generous free offering. Particularly beneficial for start-ups and small businesses, the free call center CRM for business provides essential features and capabilities. This enables young companies to enhance their customer service without bearing the burden of additional costs. With HubSpot, businesses can take the first step towards efficient customer management, setting a strong foundation for future growth.

Best for: This is a call center CRM for small businesses and startups looking for a cost-effective solution

Price: Free (Paid plans, such as CRM Suite from $1,600/month for a team of 5 paid users)

Key features:

• Full view of the sales pipeline: Helps in managing the sales process effectively and efficiently.
• Email tracking: Allows businesses to monitor opened or unopened emails and gauge customer engagement.
• Prospect tracking: Enables tracking of customer interaction history, aiding in personalized service delivery.

Key Integrations:

• Gmail
• Outlook
• Slack
• Zapier

Pros:

• Free plan offers substantial functionality
• User-friendly interface
• Strong marketing tools

Cons:

• Advanced features require paid plan
• Limited customization options

User Reviews: 4.4 out of 5 on G2.

3. Freshdesk

Freshdesk is a vibrant contact center CRM software solution that brings a refreshing, gamified approach to the often-pressured realm of customer service. This innovative platform incorporates elements of play into its system, turning routine tasks into engaging activities. As such, Freshdesk not only makes the process more enjoyable for service agents but also contributes to productivity and morale.

In addition to its unique gamification, Freshdesk is celebrated for its robust multichannel support. By consolidating interactions across various channels into a single platform, it simplifies customer service management. Combined with a suite of user-friendly features, Freshdesk CRM solution for contact centers empowers businesses to streamline their operations and elevate their customer service experience

Best for: Businesses seeking to enhance customer support with gamification

Price: From $15/user/month

Key Features:

• Multichannel support: Enables customer interactions across different channels, including email, phone, chat, and social media.
• Gamification: Gamified metrics and leaderboards promote healthy competition among customer service reps, enhancing productivity.
• Smart automations: Automates repetitive tasks, letting agents focus more on customer interactions.

Key Integrations:

• Google Workspace
• Slack
• Microsoft 365
• Zapier

Pros:

• Gamification features boost agent productivity
• Easy to set up and use
• Excellent customer support

Cons:

• Reporting could be more customizable
• High-tier features can be pricey

User Reviews: 4.4 out of 5 on G2.

4. Zoho Desk

Zoho Desk represents a harmonious blend of affordability and functionality, making it an appealing CRM solution for budget-conscious businesses. Its economical pricing structure does not compromise on the quality or variety of its call center CRM features, allowing businesses to benefit from a comprehensive suite of CRM tools without straining their finances.

Noteworthy for its capabilities, Zoho Desk is particularly suitable for businesses that require robust Contact Center CRM functionality at an accessible cost. By facilitating efficient customer interaction management, data collection, and analytics, it offers excellent value for money, making CRM deployment feasible and beneficial even for smaller businesses.

Best for: Small to midsize businesses seeking affordability without sacrificing functionality

Price: From €14/user/month

Key Features:

• Ticket management: Helps manage customer tickets efficiently, providing timely responses.
• Multi-department support: Enables seamless collaboration between different departments, aiding in issue resolution.
• AI-powered assistance: Assists with customer queries, providing quick, automated solutions.

Key Integrations:

• Google Workspace
• Microsoft 365
• Zapier

Pros:

• Affordable pricing structure
• Easy to use with a clean interface
• Solid customer support

Cons:

• Limited customization options
• Certain features require a learning curve

User Reviews: 4.4 out of 5 on G2.

5. Apiway.ai

Apiway.ai holds a distinctive position in the call center CRM software market with its unique focus on free API integrations. This feature-rich tool is pioneering in the sense that it empowers businesses to automate their processes, making it possible to establish seamless communication between various software applications.

The automation capabilities offered by Apiway.ai not only bring about improved operational efficiency, but they also pave the way for significant time savings. By eliminating manual data entry and facilitating automated workflow, this CRM software allows businesses to channel their resources into more strategic areas, thereby driving productivity and growth.

Best for: Small to medium-sized businesses looking for easy CRM integration and process automation

Price: Free with ads, from $9/user/month for premium

Key Features:

• Robust API integrations: Allows businesses to integrate with various applications, improving process efficiency.
• Automation: Helps automate repetitive tasks, boosting agent productivity.
• Task management: Enables efficient task tracking and management, enhancing overall operational efficiency.
• User-friendly interface

Key Integrations:

• HubSpot
• Gmail
• Mailchimp

Pros:

• Great for automating workflows
• Easy to use
• Wide range of integrations

Cons:

• Might lack some advanced features
• Newer in the market

User Reviews: 4.6 out of 5 on G2.

6. Zendesk

Zendesk is a prominent player in the CRM space, distinguished by its intuitive user interface and robust ticketing system. The call center software is developed with a focus on improving customer service operations, offering agents an easy-to-navigate platform that significantly eases their workflow.

Apart from its user-friendly design, Zendesk also shines in its commitment to efficient problem resolution and enhanced customer engagement. Its solid ticketing system allows for effective tracking and management of customer inquiries, thereby leading to quicker resolution times. This emphasis on streamlined communication directly translates into happier customers and more productive customer service teams.

Best for: Medium to large businesses seeking robust ticketing and customer service features

Price: From €49/user/month

Key Features:

• Robust ticketing system: Helps manage customer tickets efficiently, ensuring timely responses.
• Multichannel support: Allows customer interactions through various channels, including email, phone, chat, and social media.
• Knowledge base: Provides a self-service option for customers, reducing agent workload.
• In-depth analytics and reporting

Key Integrations:

• Slack
• Microsoft 365
• Google Workspace

Pros:

• User-friendly interface
• Powerful ticket management
• Excellent customer support

Cons:

• Advanced call center CRM features may require a steep learning curve
• Higher cost for premium plans

User Reviews: 4.3 out of 5 on G2.

7. Dixa

Dixa is a b2b sales and communication customer service platform renowned for its superior multi-channel support. It is a comprehensive tool that cleverly brings together various communication channels, such as email, chat, messaging, and phone calls, into a unified interface. This enables businesses to manage and monitor their customer interactions seamlessly across different platforms.

Dixa’s greatest strength lies in its ability to facilitate personalized customer experiences. By centralizing communication channels, it provides agents with a holistic view of the customer, thereby enabling more tailored and responsive interactions. This capability makes Dixa an ideal solution for companies aiming to enhance their customer engagement.

Best for: Businesses looking to consolidate customer communication channels

Price: From $39/user/month

Key Features:

• Multichannel support: Offers unified customer interactions across different platforms.
• Customer insight: Provides comprehensive customer profiles, aiding personalized service delivery.
• Routing: Ensures customer queries are routed to the most suitable agent, improving resolution time.
• Customer recognition across channels

Key Integrations:

• Zapier
• Shopify
• Magento

Pros:

• Consolidates all customer communications in one place
• Excellent multi-channel support
• User-friendly interface

Cons:

• Pricing information isn’t readily available
• Limited third-party integrations

User Reviews: 4.2 out of 5 on G2.

8. TalkDesk

TalkDesk is a unique CRM platform that sets itself apart with its efficient self-service tools. These tools empower customers to find solutions to their problems quickly and independently. By providing customers with this autonomy, TalkDesk reduces the reliance on live agents for problem-solving.

Beyond customer empowerment, TalkDesk significantly enhances customer experience. It achieves this by promoting faster issue resolution and contributing to higher customer satisfaction levels. Additionally, by helping to reduce the load on customer service agents, TalkDesk also enables agents to focus their attention on more complex inquiries, thus optimizing overall operational efficiency.

Best for: Businesses aiming to improve customer self-service

Price: From $75/user/month

Key Features:

• Self-service tools: Reduces agent workload by enabling customers to find solutions to their queries.
• Omnichannel support: Offers seamless customer interactions across various channels.
• Agent performance reporting: Helps monitor agent performance, ensuring efficient customer service delivery.
• Call recording and quality management

Key Integrations:

• Slack
• Salesforce
• Zendesk

Pros:

• Powerful self-service tools
• Easy to set up and use
• Great customer support

Cons:

• Reporting functionality could be improved
• On the pricey side for small businesses

User Reviews: 4.4 out of 5 on G2.

9. Bitrix24

Bitrix24 stands out in the best call center CRM software space for its extensive integration capabilities, especially with social media channels. This unique attribute enables businesses to effortlessly manage customer interactions across multiple social platforms, thereby providing a unified customer experience.

For businesses that prioritize active engagement on social platforms, Bitrix24 is an invaluable tool. It provides the means to maintain consistent and effective communication, fostering better relationships with customers. The platform also supports businesses in capturing valuable customer feedback, thus paving the way for continuous improvement in service delivery.

Best for: Businesses looking to manage customer interactions through social media

Price: Has a free plan, paid plans start from $49/month (temporary offer, usually $61)

Key Features:

• Social media integration: Enables efficient management of customer interactions across various social platforms.
• Task management: Helps track and manage tasks efficiently, improving productivity.
• Contact management: Allows organization and tracking of all customer contacts in one place.
• Telephony and live chat

Key Integrations:

• Google Workspace
• Microsoft 365
• Mailchimp

Pros:

• Extensive social media channel support
• Wide array of features
• Free version available with basic features

Cons:

• Can be complex to use initially
• Advanced features require paid plans

User Reviews: 4.1 out of 5 on G2.

10. Five9

Five9 has established itself as a leading provider in the call center CRM solution realm. Renowned for its robust and versatile functionality, it caters to diverse business needs, making it a reliable choice for companies with hotlines of all sizes.

The platform’s scalability is another distinguishing feature. As your business grows and customer interactions increase, Five9 can adapt and expand to meet the evolving demands. This aspect makes it a dependable partner for businesses aiming for growth, ensuring that their customer service needs will continue to be met even as they expand.

Best for: Businesses of all sizes looking for scalable cloud-based contact center software

Price: From $149/team/month

Key Features:

• Scalability: Adapts to increased call volumes and customer data, ensuring efficient operations during business growth.
• Omnichannel routing: Enables seamless customer interactions through various channels.
• AI-powered assistance: Provides automated solutions for customer queries, improving resolution time.
• IVR with speech recognition

Key Integrations:

• Salesforce
• Zendesk
• Microsoft Teams

Pros:

• Highly scalable solution
• Strong omnichannel capabilities
• Reliable cloud-based infrastructure

Cons:

• Pricing is not transparent
• Learning curve for some features

User Reviews: 4.0 out of 5 on G2.

How to choose a CRM for a call center?

When it comes to getting a CRM software for a call center, there are several critical factors you need to consider. Here are our top six recommendations:

1. Understand your business needs: Prior to browsing through the multitude of CRM options, you need to grasp your business needs. Determine what problems you are seeking to resolve with the call center CRM system, and match these with the capabilities of potential CRM solutions.

2. Consider the user interface: Opt for a CRM that offers a user-friendly interface. Keep in mind, your team will use this software daily, so a convoluted, non-intuitive interface can hinder productivity.

3. Check out CRM integration capabilities: The CRM you choose should blend seamlessly with the other systems you currently use, such as email, telephony, or ERP systems. The correct will enhance your existing infrastructure, not complicate it.

4. Look for customization options: Every business has its unique needs. A quality contact center CRM should provide customization options that allow you to tailor it according to your specific business needs.

5. Double-check the vendor’s customer support: Make sure to examine the vendor’s customer support services. You want to ensure that in case of any issues or queries with your call CRM, there is a knowledgeable and responsive support team available.

6. Evaluate the pricing: While it’s crucial to find a call center CRM software that meets your needs, pricing is an equally important aspect. Seek a CRM that offers a balance between cost and features, ensuring it fits within your budget. Remember, the most expensive CRM may not necessarily be the best for your business.

Features to look for in a contact center CRM software

In an increasingly competitive business landscape, selecting the right CRM system for your contact center can make all the difference. With a myriad of offerings in the market, it is crucial to identify and prioritize key features that align with your business needs. Here are eight indispensable features you should consider when choosing your CRM:

1. Customer interaction tracking

A fundamental aspect of call center CRM solutions is their ability to track all customer interactions. This extends beyond just phone calls, encapsulating emails, social media engagements, live chats, and any other form of communication. This comprehensive overview empowers your agents with crucial context and understanding about customer issues and requirements, enabling them to provide better service.

2. Integration capabilities

Your chosen call center CRM software should be able to seamlessly integrate with existing systems and software in your business. These include telephony systems, email platforms, social media channels, and more. Effective integration promotes smooth workflows and enhances productivity, removing redundant tasks and fostering a unified system.

3. Real-time analytics and reporting

Insights derived from customer interactions are a valuable project management tool for shaping your business strategy. Hence, your call center software should offer real-time analytics and comprehensive reporting capabilities. With access to current and accurate data, you can make informed decisions that can elevate your service delivery and customer satisfaction.

4. Contact management

The ability to organize, track, and manage all customer contacts effectively is a cornerstone feature for any call center CRM system. This centralization of customer data facilitates efficient information retrieval, promoting more personalized and effective customer interactions.

5. Multichannel support

Today’s customers engage with businesses through a variety of channels, from social media to emails and phone calls. A versatile call center CRM software should provide multichannel support, enabling your agents to manage customer interactions across different platforms from a unified interface. This ensures a consistent and seamless customer experience, regardless of the communication channel.

6. Automation

CRM software should assist in automating routine tasks such as data entry, follow-ups, and sending notifications. Automation not only increases efficiency but also reduces the likelihood of human error. By automating mundane tasks, your agents can devote more time to delivering quality customer service.

7. Customization

Every business is unique, with distinct operational requirements. Thus, your call center CRM application should be flexible and allow customization of features, workflows, and interfaces to cater to your specific needs. A CRM that can adapt to your business is more likely to offer long-term value.

8. Сall recording

As your business grows, so does the complexity and volume of customer interactions and helpline call loads. Your CRM system should be capable of storing the conversations with your clients, accommodating increasing customer data and providing continued efficient service. Call recording ensures your investment is future-proof, improving call management and maintaining all the information on your fingertips as your business expands.

By focusing on these crucial features, you can select the best CRM for your call center that will align with your business objectives and propel your customer service to new heights.

Getting CRM software for a call center is a key to success

CRM software for call centers is more than just a tool; it’s a strategic investment that has the potential to transform the way your business operates. By significantly boosting your efficiency, it allows your team to manage customer interactions more effectively. Moreover, with enhanced process automation and data organization, your team can focus more on meaningful, value-added tasks, creating a more productive work environment.

Furthermore, the right contact center CRM system offers a comprehensive, 360-degree view of your customers. This holistic perspective fosters personalized service, which is key in today’s customer-centric business environment. Enhanced customer satisfaction and loyalty are direct outcomes of such personalized attention, setting your business on a path towards greater heights.

The post 10 Best Contact Center CRM Software first appeared on MightyCall.

• What is call center training?;
• Importance of call center training;
• Types of call center training;
• Benefits of call center training;
• How to track the efficiency of your call center training program;
• The basic call center training methods;
• Top call center training strategies;
• Best practices for training call center agents;
• Call center training ROI;
• Call center agent training statistics;
• Best call center training courses;
• Train your call center agents to deliver high-level customer service.

What is call center training?

Call center training program is the specialized instruction aimed to empower customer service agents with essential skills and in-depth knowledge. It sharpens their abilities in areas like effective communication, troubleshooting, product familiarity, and managing challenging conversations, enhancing the overall customer engagement and satisfaction

Importance of call center training

For call center agents

Customer service training is not just essential but also transformative, both for call center agents and the business itself. Let’s examine how:

Addressing skill gaps:

Training provides an opportunity for agents to enhance their technical and soft skills along with phone etiquette. This includes improving communication techniques, learning about new product updates, and understanding customer behavior. It ultimately leads to agents becoming more efficient and confident in their roles.

Mitigating job dissatisfaction:

A well-trained call center agent is likely to experience increased job satisfaction. Understanding how to handle various scenarios and resolve customer issues effectively reduces stress and enhances job fulfillment.

Overcoming career stagnation:

Regular contact center learning can open up avenues for career advancement in the organization. Agents can take on more complex roles, enhancing their career prospects and contributing to the organization.

For business

Reducing negativity in customer relations:

Trained agents can handle customer queries and complaints more efficiently, leading to higher customer satisfaction levels. This directly influences customer loyalty and business reputation.

Fixes operational inefficiency:

Call center training programs help reduce errors and refine processes, contributing to overall operational efficiency. This can have a positive impact on service levels and response times, thus increasing productivity.

Lower staff turnover:

When agents receive continuous training and career development opportunities, it reduces staff turnover. Maintaining a stable, knowledgeable team saves on costs associated with recruitment and new staff training.

Types of call center training

Training comes in many flavors, each catering to specific needs and skill sets. Here’s a quick overview of the most popular types:

Soft skills training

This form of training focuses on developing interpersonal and communication skills, empathy, active listening, and conflict resolution. These soft skills are crucial for creating meaningful interactions and building strong relationships with customers.

Compliance training

Regulations and compliance standards are an integral part of any business. This type of training ensures that agents are well-versed in legal guidelines, industry-specific regulations, and company policies to avoid legal issues and maintain the company’s reputation.

Inbound sales training

For inbound call centers, sales training is vital. It provides agents with techniques to upsell and cross-sell, convert leads, and improve customer retention. It also focuses on developing a thorough understanding of products or services.

Technology training

Call centers use a variety of technologies, from basic software to advanced CRM systems and AI tools. Call center technology training helps agents efficiently navigate these tools, reducing handling time and enhancing service quality.

Product knowledge training

An in-depth understanding of the products or services being offered is key to effective customer service. This type of training equips agents with comprehensive knowledge about the product/service features, benefits, and potential issues, enabling them to resolve customer queries accurately and swiftly.

Multichannel support training

With customers reaching out via different channels (phone, email, chat, and social media), agents need to be proficient across all these platforms. Multichannel call center training program outline equips agents to deliver consistent service quality, irrespective of the communication channel.

Stress management training

Call center work can be stressful, with agents often dealing with challenging customer interactions. Stress management call center courses help them cope with pressure, maintain composure, and continue delivering high-quality customer service.

Each type of training plays a distinct role in shaping a competent call center agent and, consequently, a successful call center. The appropriate mix would depend on the specific requirements and goals of the call center.

Benefits of call center training

1. Enhanced brand representation: A well-trained agent becomes the voice of your brand, portraying it in the best light possible. They are better equipped to personify the company’s values and ethics in every interaction.
2. Informed decision-making: Contact center training aids in the development of agents’ decision-making skills. Empowered with the right information and skills, they can make quick, efficient, and informed decisions that positively impact the business.
3. Adaptability to change: Regular training prepares agents to adapt to changes, be it in technology, processes, or company policies. This adaptability ensures smooth transitions and uninterrupted service to customers.
4. Increased sales conversion: Call center training technique programs can equip agents with effective up-selling and cross-selling strategies. This not only enhances customer service but also increases sales conversion rates.
5. Risk management: Comprehensive training, especially in areas like data security and regulatory compliance, helps mitigate risks. It ensures agents are well-versed in the protocols to handle sensitive customer data and abide by industry regulations.
6. Improved customer satisfaction and loyalty: Effective training programs not only focus on technical skills but also emphasize customer relationship management. Well-trained agents are adept at understanding customer needs and providing personalized solutions. This leads to higher customer satisfaction, fostering long-term loyalty, and positive word-of-mouth referrals.

How to track the efficiency of your call center training program

By monitoring specific call center metrics, you can assess the impact of your call center training ideas and identify areas for improvement. Here are some crucial metrics:

1. First Call Resolution (FCR): An increase in FCR indicates well-trained agents who can solve customer queries at the first point of contact, reducing call-backs and improving customer satisfaction. For example, if the rate of issues resolved on the first call increases from 60% to 80%, it signals effective training.
2. Average Handling Time (AHT): A reduction in AHT suggests that agents are effectively using their training to resolve issues more swiftly. If calls that used to take seven minutes now take five, your training is likely having a positive impact.
3. Customer Satisfaction Score (CSAT): A rise in CSAT reflects enhanced customer service, often a direct result of an effective call center training strategy. If customer ratings climb from 3.5 to 4.5 out of 5 post-training, your program is making a difference.
4. Agent Turnover Rate: A lower turnover rate signifies increased agent satisfaction and effectiveness, typically fostered by comprehensive training. If agent attrition drops from 20% to 10% after implementing training, it’s a sign of success.
5. Call Quality & Call Abandonment Rate: Regular call quality assessments can measure how well agents apply their call center learning in real-time interactions. An improvement in quality scores after training indicates its efficacy.
6. Sales Conversion Rates: If your training includes sales techniques, an increase in conversion rates can indicate its effectiveness. For instance, if your conversion rate jumps from 10% to 15%, your sales training is probably working.

MightyCall offers advanced analytics and reporting features that can help you monitor these metrics with ease. Our system allows you to track call center agent performance, providing you with the insights you need to assess the efficiency of your call training program and drive continual improvement.

The basic call center training methods

Choosing the right method to deliver training is crucial in a call center environment. The ideal approach can vary depending on the specific needs of your team. Here are some common training methods and when to use them:

1. On-the-job training

On-the-job training is a hands-on approach where trainees learn by doing tasks in a real work setting under the supervision of a seasoned agent or a call center trainer. This method is best for providing practical experience and immediate application of new skills, especially for newly hired agents who need to understand their role quickly.

2. Classroom training

Classroom training is a traditional method that provides a structured and interactive learning environment. Instructors can deliver theoretical knowledge, explain processes, and answer questions. This method is best for introducing new concepts, systems, or policies to a large group of agents.

3. Online/e-learning

Agent training in a virtual call center or e-learning offers flexibility, as trainees can learn at their own pace and revisit the material when needed. It can include video tutorials, interactive quizzes, and webinars. This method is best for geographically dispersed teams, or when agents need to acquire new skills without disrupting their work schedule.

4. Role-playing

Role-playing is an interactive method where trainees act out scenarios they are likely to encounter on the job. It provides a safe space for call center representatives to practice dealing with difficult situations and receive feedback. This method is best for improving soft skills such as empathy, communication, and problem-solving.

5. Coaching and mentoring

Call center coaching and mentoring involve one-on-one instruction from a senior agent or coach. This approach offers personalized guidance and feedback, focusing on the specific needs of each trainee. It is best for continuous skill development and addressing individual performance issues.

Top call center training strategies

Building an efficient and customer-oriented call center requires effective training strategies. Here are some top-tier strategies that can enhance the employee experience and boost the performance of your call center agents:

1. Utilize a mix of training materials

Don’t limit your team to just one type of call center training material. Mix and match videos, audio clips, presentations, and hands-on activities to cater to different learning styles. For instance, visual learners may benefit more from videos, while auditory learners might prefer audio tutorials.

2. Engage a qualified trainer

A qualified call center trainer, knowledgeable about the call center industry and adult learning principles, can deliver training effectively. Their professional expertise and experience can provide valuable insights and real-life examples that will enrich the learning process.

3. Regular feedback sessions

Continuous feedback and call center training tips help agents identify areas of improvement and track their progress. Make it a point to conduct regular feedback sessions where constructive criticism and positive reinforcement are offered.

4. Foster a supportive environment

A supportive environment encourages agents to ask questions, share experiences, and learn from each other. Promote call center team collaboration and open communication to enhance the learning environment.

5. Ongoing training and development

Training shouldn’t end once agents are on the floor. Regular upskilling sessions can help agents stay updated with the latest industry trends, new technologies, and company policies.

6. Use real-life scenarios for role-playing

Role-playing exercises using real-life scenarios as call center training tips can prepare agents for real-life customer interactions. This hands-on approach allows agents to practice their communication and problem-solving skills in a safe environment.

7. Utilize technology

Incorporate the use of technology into your training. For instance, an e-learning platform can make training for call centers more accessible and convenient. Agents can learn at their own pace, and training can be tracked and managed more easily.

8. Incentivize training

Motivate your agents to engage in training by providing incentives. This could be in the form of rewards for high performance, opportunities for call center career advancement, or recognition among peers.

9. Adapt training to individual needs

Not all agents are the same. Some may need more training in certain areas than others. Tailoring your training to suit the individual needs of each agent can make the learning process more efficient and effective.

10. Incorporate soft skills training

Soft skills such as empathy, active listening, and problem-solving are crucial in a call center. Ensure these skills are incorporated into your training program to help agents deliver exceptional customer service.

Best practices for training call center agents

Training is an essential part of building a successful call center. Below are some top practices to consider while training your call center agents:

1. Set realistic and specific goals

Having clear objectives gives your training direction and helps agents understand what they need to achieve. Make sure the learning goals are attainable, relevant to their role, and time-bound. This approach ensures that call center agents know what is expected of them and can strive to meet these expectations.

2. Track and measure progress

Regularly having a performance review will help your agents’ progress and can provide insight into the effectiveness of your training program. Use metrics such as call handling time, customer satisfaction scores, and first call resolution rates to gauge progress. This data can help you adjust your training strategies as needed.

3. Encourage self-learning

Promote a culture of continuous learning within your call center. Provide resources and call center training tools that agents can use to learn at their own pace. Encouraging self-learning not only enhances agents’ skills but also fosters a sense of autonomy and initiative.

4. Create a safe learning environment

Agents should feel comfortable making mistakes during training. A safe learning environment allows them to learn from their errors and improve their skills without fear of repercussions. This fosters an open atmosphere that encourages growth and development.

5. Use real-time coaching

Immediate feedback during a live call can be very effective for reinforcing good behaviors and correcting mistakes. This method offers contact center agents the opportunity to learn in a real-world context, enhancing their learning experience.

Call center training ROI

Investing in call center training brings quantifiable rewards, enhancing both productivity and employee retention. According to the Harvard Business Review, 94% of employees say they would stay longer at a company that invested in their career development.

Moreover, a study revealed by Glint shows that a significant 97% of employees wish to either maintain or expand their learning opportunities. This demonstrates that learning and growth have become the strongest drivers of work culture.

Financially, the effects of comprehensive training programs are striking. As reported by Forbes, companies with formalized training programs yield 218% higher income per employee than those without. These companies also enjoy a 24% increase in profit margin. Thus, implementing robust online or in-house call center training is not just an investment in human resources—it’s a strategic move towards greater profitability.

Call center agent training statistics

Effective call center agent training is a key factor in call center performance and customer satisfaction. Consider these compelling statistics:

• According to a report from Calabrio, a whopping 70% of consumers believe that call centers should focus more on agent training instead of adding more channels like chatbots.
• The American Psychological Association reveals that customer-facing roles experience high levels of physical fatigue (53%), cognitive weariness (44%), and emotional exhaustion (40%). Proper training can equip contact center agents with the skills to manage such challenges.
• The APA also states that adults aged 25–42 want their employers to encourage time off, provide mental health resources, and promote diversity, equity, and inclusion efforts. Training plays a crucial role in fostering such a supportive environment.
• An improvement of just 1% in First Call Resolution (FCR) can reduce a call center’s operating costs by 1%. Moreover, contact centers that measure FCR through Voice of Customer (VoC) can anticipate an average ROI of 450%.
• Statistics show that inclusive training in call centers is crucial for retention: Hispanic and Black employees, LGBTQ+ individuals, and those with disabilities are significantly more likely to seek new employment due to discrimination experiences, emphasizing the need for diversity and equity-focused training.

Best call center training courses

Here are some well-regarded courses:

• Customer Service Fundamentals by Coursera: This course provides a comprehensive call center training guide to management, customer service, and team leadership.
• Inbound Call Center Certification by The Call Center School: An in-depth program focusing on customer service skills and inbound sales strategies for call center agents.
• Managing Difficult Customers by ICMI: Offers a complete understanding of contact center strategies for conflict resolution and stress management.
• Customer Service Skills by Alison: A free course that teaches excellent service skills, ideal for call center agents.
• Mastering Call Center Skills by Udemy: A course focusing on operational excellence, team management, and improving key performance metrics.

These call center agent training programs will help to enhance your agents’ skill set and increase their proficiency in call center operations.

Train your call center agents to deliver high-level customer service

Investing in call center training not only enhances your agents’ skills but also bolsters customer satisfaction and overall business performance. From mastering various training types, leveraging effective strategies, to tracking progress with the right metrics, it’s essential to harness these tools for success. With MightyCall’s multitude of call monitoring, analytics, and training features, you can better manage your call center operations and promote continuous learning among your agents. Start your journey towards a more skilled, confident, and customer-focused call center with us today.

The post Call Center Training: Full Guide for Making Your Agents Totally Skilled 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.

• What is a VoIP?;
• How does a VoIP phone service work?;
• The list of top VoIP in Canada;
• Top VoIP services in Canada: Comparison;
• 10 best VoIP providers in Canada: Overview;
• How we ranked these 10 best VoIP in Canada;
• How to choose the best Canadian VoIP phone for business;
• Key features to look for in Canadian VoIP providers;
• How much does a VoIP provider in Canada cost?;
• With a VoIP phone in Canada, be present from Newfoundland and Labrador to Yukon.

What is a VoIP?

VoIP stands for Voice over Internet Protocol. It lets you make and receive phone calls over the internet. Using VoIP phone service in Canada is simple. Instead of desk phones, with a VoIP service, you need any internet-connected device (laptop, smartphone, or tablet).

Voice over IP technology also oftentimes includes things like IVR, call forwarding, call queues, and more, which help take the quality of communication with clients and business partners to a new level.

How does a VoIP phone service work?

When you use your VoIP phone, you begin the call by dialing (or you pick up, if you have been dialed). Then when you speak, the sound is broken up into what we can call digital packets. Those packets are then sent through the internet to the destination (namely, the person or people with whom you are speaking). They then are reconstructed there and emerge out of the receiver as audio (your voice).

This all happens incredibly rapidly; if it did not, conversations would be impossible.

This is done over the internet, so to use a VoIP phone system in Canada, you need to be plugged into a router/wall socket (as some computers have this capability) or you need Wi-Fi or satellite signal (an internet connected phone).

The list of top VoIP in Canada

There are a lot of VoIP providers in Canada. But as to who is the best – well, we thought we’d help you out there with a list:

1. MightyCall – best all around VoIP for small business in Canada
2. GoTo – best for video calling
3. RingCentral – best for experienced service
4. Net2Phone – best for lower prices
5. OpenPhone – best for intuitive SMS software
6. Dialpad – best for AI technology
7. Ooma – best for unique features
8. CallHippo – best for ease of use
9. 8×8 – best for streaming meetings
10. Aircall – best for flexibility

Top VoIP services in Canada: Comparison

10 best VoIP providers in Canada: Overview

1. MightyCall

MightyCall is a premier company and one of the top VoIP providers in Canada. That’s because they offer features which are useful for companies of all sizes, from a small business to call centers. Constantly innovating and offering a deep bench of crucial features, they are well-equipped to take your burgeoning business to the next level – and if your business is not burgeoning, they can help get it jump started.

Why we picked it

MightyCall is an incredibly well-rounded program and does not have anything seriously lacking when it comes to providing the tools and features necessary for businesses looking for a solid option. The interface is extremely user-friendly, and no features are wasted.

Best for

While MightyCall is best for small to medium sized businesses to call centers, they can comfortably provide service to many types of businesses, including solopreneurs.

Pricing (user/month)

• Core: $20 (when paid monthly)
• Pro: $25 (when paid monthly)
• Enterprise: Get a quote

Features

MightyCall has a lot of features, the key ones of which (though to be clear this is not an exhaustive list) are:

• Virtual Voicemail
• Call notes
• Automatic call distribution
• Multi-level IVR
• Live call monitoring
• Call whisper
• Call barging
• Call routing

Integrations

MightyCall offers integration with plenty of the top integration tools, like:

• HubSpot
• Salesforce
• Zoho
• Zapier

Pros & Cons

User reviews

TrustPilot: 4.⅗

Reviewers particularly liked the customer service/support and the ease of use.

2. GoTo

Number two on our list of business VoIP Canada companies is GoTo (also sometimes called GoToMeeting). A long-serving company, GoTo has a ton of experience bringing business closer with their clients. With a focus on meetings – both audio and video – this can be a powerful tool for businesses hoping to have a closer or more personal touch.

Why we picked it

GoTo is a well-known name in the business VoIP phone service industry, and it is not hard to figure out why. Their focus on being able to have “face to face” meetings which are high quality sets them apart.

Best for

GoTo is best for small to medium sized businesses.

Pricing (user/month)

• Business: $12 (when paid monthly)
• Professional: $16 (when paid monthly)
• Enterprise: Get a quote

Features

GoTo offers lots of features, including:

• Desk phone compatibility
• Quick-launch meetings
• Dial Plan Editor
• Call-routing scheduling

Integrations

GoTo offers integration with lots, like:

• Marketo
• Slack
• Zendesk

Pros & Cons

User reviews

G2: 4.2/5

Reviewers particularly liked video/audio quality and interface, though some had negative comments about the support.

3. RingCentral

RingCentral rounds out our top three on our list of top ten; if you are looking for the best VoIP provider for small businesses in Canada, RingCentral is an option you should not skip for your business. They have a ton of experience providing quality to their customers, as well as making sure that they are equipped with the key features they will need to succeed.

Why we picked it

RingCentral has just so much experience as being a well-rounded communications platform that it deserved a high spot on our list. Their recent acquisition of Hopin Events, an event management platform, is also particularly noteworthy.

Best for

RingCentral is best for medium sized to larger businesses.

Pricing (user/month)

• Core: $30 (when paid monthly)
• Advanced: $35 (when paid monthly)
• Ultra: $45 (when paid monthly)

Features

RingCentral’s long list of features includes:

• Auto call recording
• Digital white boards
• IVR
• Internet Fax

Integrations

RingCentral has the following integrations (this list is not exhaustive):

• Salesforce
• Zendesk
• Google

Pros & Cons

User reviews

G2: 3.9/5

Reviewers found the software to be extremely user friendly and a time saver, but took issue with customer service. Others reported having video issues.

4. Net2Phone

Coming in at number 4 on our list of VoIP phone providers in Canada is Net2Phone. While these guys are not as well known as some of the other options on our list, their ability to conduct business from a single place (thanks to the power of the VoIP phone) earns them a spot on our list.

Why we picked it

Net2Phone seems to know that it is lesser known, so it tries to make up for this – successfully – with much lower prices than many competitors, as well as providing all of the classic features you have come to expect from internet phone companies, and then some, such as 7-digit dialing and company directory, which are not as common.

Best for

Net2Phone is solidly best for medium sized businesses, as they seem built around medium sized offices (or at least workers of that number who may be spread out over a geographic distance).

Pricing (user/month, when the company has 10-24 users)

• Office: $25.99 (when paid monthly)
• Office Pro: $28.99 (when paid monthly)
• Office Power: $35.99 (when paid monthly)

Features

Net2Phone has plenty of features, including:

• Video conferencing
• Receptionist console
• User portal
• Auto attendant
• Busy lamp field

Integrations

Net2Phone offers integration with plenty of the top integration tools, like:

• Zoho
• Slack
• Zapier

Pros & Cons

User reviews

G2: 4.5/5

Reviewers had good things to say about how the service was user friendly and that the customer service was top notch. However, some had negative comments about the mobile app.

5. OpenPhone

Just about halfway down our VoIP phone Canada comparison list, we have OpenPhone. Like Net2Phone, they advertise as a one stop shop for business communications. And they are not wrong: whether you want to call Vancouver or Ontario, they are one of the companies you should consider going with when looking for a company which can keep you connected with your clientele.

Why we picked it

OpenPhone tries hard to make itself more than a place to make calls – and on that front they succeed. Their SMS software is intuitive, and does not feel like an add-on which they felt would be necessary; rather, it seems thought through and a real part of the software.

Best for

OpenPhone is best for solopreneurs and smaller to medium sized businesses.

Pricing (user/month)

• Standard: $17 (when paid monthly)
• Premium: $25 (when paid monthly)
• Enterprise: Contact them

Features

OpenPhone offers plenty of features, like:

• Snippets
• Internal threads
• Shared contacts
• User groups
• Auto-replies

Integrations

OpenPhone has the classic integrations including:

• Zapier
• Email
• Webhooks

Pros & Cons

User reviews

G2: 4.7/5

While some reviewers had issues with the Windows app, many liked the voicemail transcription and the flexibility the service offers.

6. Dialpad

Leading off the back half of our list of Canadian VoIP providers is Dialpad, a solid service well regarded for its offering of easy to conduct business meetings. Read on to find out how it stacks up to the other services on our list.

Why we picked it

Dialpad is very well known, and has been a major peer competitor of other services for a while. Recently, however, they took a big step forward by being one of the first internet phone companies in Canada to make artificial intelligence – AI – a major part of their software, integrating it in order to help their users in new and inventive ways.

Best for

Dialpad is best for larger companies.

Pricing (user/month)

• Standard: $23 (when paid monthly)
• Pro: $35 (when paid monthly)
• Enterprise: Contact them

Features

Dialpad’s feature list includes:

• AI Recap
• Action item capture
• Web and chat support
• Global SMS capabilities
• 24/7 live agent support

Integrations

Dialpad’s integration list includes:

• Microsoft Teams
• Google Workspace
• Microsoft 365

Pros & Cons

User reviews

TrustPilot: 4.3/5

Reviewers were very happy with customer support but some complained of glitches in the system.

7. Ooma

Ooma is a service which offers both residential and business-oriented plans. As our list is focused on business tools, we will only be discussing the latter.

Why we picked it

As a company with a lot of different offerings for both home and business solutions, you may worry that they are not focused enough on being a great VoIP option. But fret not: their plethora of features shows that they made sure to put out a finely crafted product.

Best for

Ooma is best for smaller, family-owned businesses.

Pricing (user/month)

• Essentials: $19.95 (when paid monthly)
• Pro: $24.95 (when paid monthly)
• Pro Plus: $29.95 (when paid monthly)

Features

Ooma’s features include:

• Ring groups
• Digital Fax
• Call Recording
• Enhanced Call Blocking
• Hot Desking

Integrations

Ooma’s integration list includes:

• Salesforce
• Microsoft Dynamics 365

Pros & Cons

User reviews

TrustPilot: 2.6/5

Reviewers have reported serious audio quality issues. However, others have noted that adding new extensions is fairly easy.

8. CallHippo

Like Ooma and other VoIP companies in Canada, CallHippo offers two different types of services: one for call centers, and one for office phone systems. And like before, here we will be focusing on how CallHippo serves offices across Canada.

Why we picked it

CallHippo has lots of experience with VoIP. They also offer some fairly rare features, like Email Tagging, which make them worth taking a look at.

Best for

CalHippo is best for larger offices.

Pricing (user/month)

• Starter: $18.99 (when paid monthly)
• Professional: $29.99 (when paid monthly)
• Ultimate: $40.99 (when paid monthly)

Features

CallHippo has features like:

• Call Tagging
• Digital Fax
• Call Notes & Ratings
• Call Cascading
• Web Hooking

Integrations

CallHippo’s list of integrations includes:

• Hubspot
• Zoho
• Zapier

Pros & Cons

User reviews

G2: 4.4/5

Users have said that the sound is clear but that there are sometimes small dashboard glitches.

9. 8×8

8×8 is an advanced system in that it offers a large amount of features, including some unique ones, like Conversation IQ.

Why we picked it

8×8 is also a VoIP phone in Canada company specializing in multiple things: contact centers, business phone, and video meetings. For our purposes, we will be focusing on their business offerings.

Best for

8×8 is best for medium to larger businesses.

Pricing (user/month)

• X2: Contact them
• X4: Contact them

Features

8×8’s features include:

• Voicemail transcription
• Private/public live streaming of meetings on YouTube
• Call analytics
• Multi-level auto attendant
• Presence detection

Integrations

If you are looking for 8×8’s integrations, you’ll be happy to be able to use:

• Salesforce
• Google Workspace
• Copper

Pros & Cons

User reviews

G2: 4.1/5

Users have praised the reliability while also criticizing the ease of use for those who are less technically proficient.

10. Aircall

Coming in last but certainly not least is Aircall. Serving Canada with VoIP calling, Aircall features all the key tools they need to qualify as one of the best VoIP providers in Canada.

Why we picked it

Aircall puts a focus on flexibility, and it comes through in their offerings. One of their most notable options is the ability to have simultaneous outbound calls.

Best for

AirCall is better for larger companies.

Pricing (user/month)

• Essentials: $40 (when paid monthly)
• Professional: $70 (when paid monthly)
• Custom: Contact them for details

Features

Aircall features include but are not limited to:

• Mandatory call tagging
• Power Dialer
• Unlimited calls within the US and Canada

Integrations

Aircall has plenty of integrations, including:

• Hubspot
• ActiveCampaign
• Salesforce

Pros & Cons

User reviews

G2: 4.3/5

With such a rating on G2, Aircall ranks solidly in the midst of the best VoIP phone service in Canada.

How we ranked these 10 best VoIP in Canada

If you are wondering how we ranked our list of VoIP service providers, do not fret: we did not just throw darts at a wall. Out rankings were developed by analyzing the following criteria, all of which are key to a functioning Canadian business VoIP provider:

• Features: Does the system actually offer you something serious? Some hosted VoIP services are extremely bare-bones – but some also offer a lot of what we can call “fluff features” which do not actually help you much. The right balance is key.
• Price: How much does the software cost? This is pretty important for any small business, and it was important in our rankings as well. Is the price accordant to the service provided?
• Call quality: Do phone calls sound like you are speaking through a blender? Does it only work when the signal is at its absolute best? These all mattered in our ranking system.
• User support/quality of service: When you actually need help – which should hopefully be a rarity – can you get it? Or are you directed to some sort of FAQ page with the possibility of having an agent get back to you in a week?
• Ease of use: Is it easy for non-techies to use? We do not mean it should be made for a five year old, but is it overly complex in an unnecessary way?
• Reliability: Having a high uptime can be extremely important. The last thing you want is for an important meeting or call to be interrupted because of a signal issue or audio issue. It won’t be your fault, but it will still look bad for you. Don’t take the risk.

How to choose the best Canadian VoIP phone for business

But what about the things you yourself should be paying attention to? After all, our list is not necessarily exhaustive, or there may be things that you want to keep up with yourself.
It may be the following (use this points or come up with your own):

• Baseline VoIP Features: Does the service have the tools you need? Does it have things like an auto attendant? If not, keep on looking elsewhere.
• Cloud-Based or On-Premises System: Is the system based in the cloud – meaning you can access it from anywhere – or is it an older system, based around a physical box? If it is the latter, that can be more expensive and can require technicians to fix.
• Network and Hardware Considerations: How many people do you have in your office? Is your Wi-Fi the kind which is made for one person living in a college dorm, or is it the kind which can handle potentially dozens of calls being made at the same time? Some VoIP in Canada may require the most reliable internet, whereas others can work with weaker signals.
• Make Sure Remote Workers Are Up to Speed: Do your employees know how everything works? Have they worked with this system before, or have they never even worked remotely? How difficult will it be to train them?
• Provide Your Workers with Convenience: Making calls all day can be stressful enough. Don’t add to that stress for your agents by providing them with difficult-to-use software.
  Security: Your employees working from afar may mean that they use Wi-Fi which isn’t the safest (like unsecured coffeehouse internet). If they do, will your VoIP provider have other protections?

Key features to look for in Canadian VoIP providers

We have discussed some of the key features offered by Canadian VoIP providers above in our pro and cons lists, but in case you need it crystal clear so that you do not leave any off of your list, here are a few that your business cannot do without:

1. Call recording: This is a staple, fundamental VoIP feature. This can help save you from frivolous lawsuits, can help you train your employees, and can help you to remember what you may have forgotten.
2. Auto attendant: Up there with call recording is this crucial feature. Without this feature, you simply are not getting the best for your small business. This feature helps you to organize your callers without having had to even speak to any of them.
3. Call forwarding: Another crucial part of any VoIP plan is call forwarding. This allows you to forward calls which are to a specific number to another one; this lets you have calls to numerous numbers go to one central “place.”
4. Texting: Modern communications essentially rely on texting. To not have this feature would be to be stuck in the past.
5. Real-time analytics: Always know what is happening in your business. Find out when calls are being made, when they are being missed, who is making them, and more.
6. Call whisper: Being able to speak to your agents without the person on the other end knowing can be a big boon when it comes to training new agents.
7. Call notes: With cloud-based VoIP phones, your employees can leave notes about calls for fellow agents, to keep them in the loop so that there are no awkward moments or important information missed. This can really be important when it comes to appearing as a professional and serious company.
8. Virtual voicemail: Your colleagues and employees may need to listen to a ton of voicemails – and some of them can get rather meandering. But here, you do not need to worry about that, because with virtual voicemail you can read them – which is a far more quick solution.

How much does a VoIP provider in Canada cost?

While you can look above for the particular prices of our reviewed VoIP providers, you may be wondering what the general price is across all companies. While a singular industry average is hard to pinpoint – especially when prices scaled on how many employees you have are taken into consideration – generally speaking prices range from around CA$15 to as high as CA$100 or more.

MightyCall’s prices are on the lower side, with the lowest tier starting at only $15 a month.

With a VoIP phone in Canada, be present from Newfoundland and Labrador to Yukon

When looking for a phone service provider, you want to make sure that you get only the best for yourself, your employees, and your business. After all, you do not want to be jumping around a lot with providers – so it is best to take your time and really think about what YOU need for YOUR business. Don’t allow yourself to rush what will be such an important decision. To help you make it, we scoured Canada for nothing but the best Canadian VoIP providers, and the result was our list above. When you are ready to make a purchase and select a company, be sure to consult our list to make sure that it lines up with what you need.

And while you are looking, we’d love it if you checked out MightyCall. It’s a system made for businesses like yours: with a laundry list of key features, security, and customer service to boot.

The post Best VoIP Providers in Canada: Detailed Business Phone Service Comparison first appeared on MightyCall.

Top IVR systems enhance customer satisfaction by swiftly addressing their basic inquiries, freeing up your agents to tackle more complex issues effectively.

• What is IVR software?;
• How does IVR software work?;
• The list of 10 best IVR systems;
• Top IVR software: Comparison;
• 10 best IVR service providers: An Overview;
• How we ranked these 10 IVR solutions;
• Benefits of interactive voice response software;
• How IVR software improves customer experience?;
• How to choose the best IVR service provider;
• Key features to look for in IVR solution;
• Best practices for IVR software setup;
• The right IVR provider will improve customer experience.

What is IVR software?

Interactive Voice Response (IVR) is a piece of technology which provides callers with a selection of options which are pickable by voice or by selecting a number on the phone’s number pad. These systems can have one layer of menu options, or many.

How does IVR software work?

When used correctly, IVR software can be a real boon to businesses which may be facing surges of calls (or may simply have lots of calls to work with day to day). But how specifically can it help businesses?

• Save agent time: By potentially answering questions early, agents have their time saved. Plus, the system can help guarantee that customers are sent to the right agents
• Route calls correctly: As we hinted above, by asking clients what exactly they need, you can be fairly sure that they will actually get to the human assistants they need to speak with, instead of playing a game of call transfer.
• Provide new information: Did you change your hours recently, or did you start a new sale? Perhaps you have opened a new location. Either way, you can use interactive voice response to ensure that callers find that out.
• Receive payment for bills: Is a customer just trying to pay their bill? They can use the IVR menu to input payment information instead of speaking with a person.

The list of 10 best IVR systems

Based on our criteria, these are the best service providers we found for your perusal and consideration:

1. MightyCall – best solution all around
2. Twilio – best for price flexibility
3. NICE – best for AI coaching
4. CallHippo – best for powerful features
5. Genesys – best for optional AI
6. Talkdesk – best for sleek appearance
7. CloudTalk – best for international companies
8. Dialpad – best for AI integration
9. GoTo – best for experience in the business
10. Aircall – best for feature flexibility

Top IVR software: Comparison

10 best IVR service providers: An Overview

MightyCall

MightyCall is a well-rounded, premium IVR service provider. Cutting out all the extra fluff, they provide users with the cloud-based tools they need to succeed in reaching customers efficiently and organizing incoming calls.

Why we picked it

MightyCall has recently expanded its operations to include a focus on call centers, of which having a strong IVR platform is a large part. This has meant the introduction of some really exciting new features, along with a reinforcement of older, trusted ones. The result is an incredibly useful and trustworthy package for businesses small and large, making it one of the most popular IVR solutions on our list.

Best for

MightyCall is generally best for SMBs to call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Core: $15
• Pro: $20
• Enterprise: Contact for details

Features

• Call routing
• Automatic call distribution
• Multi-level IVR
• Call queues
• Call forwarding

Pros & Cons

User reviews

TrustPilot: 4.3/5

Commenters pointed to the easy to use multi-level IVR.

Twilio

Coming in second on our list is Twilio, which is unique in that they have a pay for what you use method. As a result, it is built around offering a lot of separate pieces that you yourself are the one putting the pieces together.

Why we picked it

Twilio is, frankly, unique, and it deserves to be considered one of the best IVR systems on this list because it attempts to do something different. It may not be the best for those who want to have a simple package and move on, but it’s certainly worth investigating.

Best for

Twilio is generally best for solopreneurs and small businesses.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated. Twilio’s pricing is based on what you use, so all separate pieces are priced separately, depending upon how much you use them. For more, check out their website or contact their sales department. However, they have looped some packages together:

Features

• SMS texting
• Archive conversations
• Verification (anti-bot software)
• Automated software

Pros & Cons

User reviews

G2: 4.3/5

Commenters liked the customization but had concerns over customer support.

NICE

Nice is one of the few IVR vendors who has jumped aboard the AI train, as much of their sales pitch is around the fact that they offer it. With the AI, agents can receive coaching in real time and help to address customer complaints.

Why we picked it

Nice’s AI is something others do not offer, and while it may perhaps be a bit too early to completely rely on AI, it is still an interesting proposition that they offer, and one worth looking into, especially if you have just hired a lot of new hands who may need extra support.

Best for

Nice is best for burgeoning call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated.

Like Twilio, Nice adopts a pay as you go pricing plan – unfortunately, this means that prices are effectively impossible to discern unless you speak with an agent.

Features

• CX data
• AI help
• UCaaS integrations

Pros & Cons

User reviews

G2: 4.3/5

Commenters liked the AI support.

CallHippo

CallHippo has plans for call centers and for smaller offices, and like MightyCall are relatively speaking a solid well rounded company. Although some key features (as we will discuss) are only available on higher tiers, they are still worth a look as they offer some powerful features.

Why we picked it

CallHippo has lots of experience in this sector, and they of course are an IVR system provider. The duality of it – offering both office level technology as well as tech for call centers – is helpful for businesses which want to provide customer support in a way which is shaped around customer needs.

Best for

It depends what you are looking for, but generally CallHippo is better for larger offices or smaller call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated, for their Call Center Solutions:

• Basic: $0 (pay only for numbers)
• Bronze: $16
• Silver: $24
• Platinum: $40

Features

• DID group
• Embedded Dialer integration
• Live Call

Pros & Cons

User reviews

G2: 4.4/5

Commenters approved of audio quality.

Genesys

Genesys, like Nice, offers AI. However, where Nice effectively integrated it into all of their plans, Genesys offers it on the side. While this makes it more expensive, it also makes it easier for folks who want a more simple plan.

Why we picked it

Genesys offers the best of both worlds: simple IVR solutions for those who want straightforward help, and complex AI opportunities for those who really want to get the cutting edge. This makes them rather unique and worth a look, in our eyes.

Best for

Genesys is better for larger call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated. AI as an add-on starts at an additional $40 per month.

• Cloud CX 1 (Voice): $75
• Cloud CX 2 (Digital): $95
• Cloud CX 2 (Digital + Voice): $115
• Cloud CX 3 (Digital + WEM): $135
• Cloud CX 3 (Digital + WEM + Voice): $155

Features

• Inbound Voice Routing
• Callback (Software and Web)
• Inbound/Outbound Blending

Pros & Cons

User reviews

G2: 4.3/5

Reviewers were very pleased with the quality of the software, though others lamented the higher costs.

TalkDesk

TalkDesk has also joined the side of AI, by offering what they call an AI-powered cloud contact center platform. This allows for cutting edge technology; however, like Genesys, the software is extremely expensive. Is it one of the best IVR solutions? Let’s see how it stacks up.

Why we picked it

TalkDesk offers modern technology in a sleek, well organized package. There is not really any reason why you should not at least consider it for your business, provided you have the funding for it.

Best for

Like Genesys, TalkDesk is better for larger call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• CX Cloud Essentials: $75
• CX Cloud Elevate: $95
• CX Cloud Elite: $125
• Experience Clouds: View Packages

Features

• Voice Engagement
• Studio and Routing
• AI Trainer

Pros & Cons

User reviews

G2: 4.4/5

Reviewers loved that it was simple to use once it is set up, but did not like the difficulty in setting it up.

CloudTalk

CloudTalk is another solution which will be utilizing AI soon. Beyond that, however, they offer a variety of classic and unique VoIP features.

Why we picked it

CloudTalk offers a large amount of features, but they are unique in having among the largest amount of international numbers available in the market – great for companies which want to stretch overseas or across borders.

Best for

CloudTalk is best for large international call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Starter: $25
• Essential: $30
• Expert: $50
• Custom: Contact them

Features

• Wallboards
• Smart queueing
• Skill-based routing

Pros & Cons

User reviews

G2: 4.3/5

Reviewers like the amount of features but IVR reviews were so-so.

Dialpad

Dialpad is a VoIP company renowned for its ease of use and its long experience in connecting businesses and their customers.

Why we picked it

Like many of the others on our list, Dialpad too has adopted AI, and has managed to integrate it rather well into their systems. Using their tools, you can have powerful options for reaching your clientele.

Best for

Dialpad is best for SMBs to call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Standard: $20
• Pro: $25
• Enterprise: Contact them

Features

• AI Recap
• Action item capture
• Global SMS capabilities

Pros & Cons

User reviews

G2: 4.3/5

Commenters liked how smooth the service works (few hangups) but some reported glitches, such as automatic switching to DND during a call.

GoTo

GoTo has an absolute ton of experience with VoIP and meeting technology (you may recall their commercials from the 2000s). As they were once just known as GoToMeeting, you may have guessed they put a premium on audio and visual meetings.

Why we picked it

Their experience with meetings alone makes them worth taking place in our best IVR providers list, but the fact that they are an older company which has also managed to modernize successfully also makes them stand out.

Best for

GoTo is best for smaller businesses.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Business: $12 (when paid monthly)
• Professional: $16 (when paid monthly)
• Enterprise: Get a quote

Features

• Desk phone compatibility
• Dial Plan Editor
• Call-routing scheduling

Pros & Cons

User reviews

G2: 4.2/5

Poor support caused a kerfuffle for some users, but the easy to use interface received strong commendations.

Aircall

Last on our list is Aircall – though that by no means should lead you to skip them when looking for the best IVR software out there!

Why we picked it

Among all of the options on our list, Aircall particularly focuses on flexibility, which they use to great effect when it comes to features like simultaneous outbound calls. Aircall is notable for its user-friendly interface and smooth integration features, making it a preferred option for businesses in search of practical IVR solutions. This system not only simplifies the handling of calls but also offers useful analytics, aiding businesses in constantly improving their interactions with customers and the overall quality of service.

Best for

Aircall is best for call centers.

Pricing

All prices shown are per/user month, paid yearly, unless otherwise stated:

• Essentials: $30
• Professional: $50
• Custom: Call for details

Features

• Power dialer
• Mandatory call tagging
• Que callback

Pros & Cons

Pros & Cons

User reviews

G2: 4.3/5

Customers loved customer support, but had some issues with occasional bugs.

How we ranked these 10 IVR solutions

We ranked the best IVR service providers using a variety of metrics, ranging from usability to price to the amount of features they used. For the entire list, including:

• Features: How many features do they offer? Are the features actually useful, or just fluff?
• Price: Is the service affordable, or hilariously overpriced?
• Total cost (including add-ons): Some services like to get away with hidden fees. But they didn”t get by us!
• Quality of service: How is the customer support help? If something gets wonky with the software, can you get the support you need to see it through? Or will you just be sending emails with no response?
• Ease of use: Not everyone is good with technology, but all business owners need to use it. Is the program something that someone without a degree in IT could use?
• Reliability: Is the service providing an actually good product that you can count on in high call volume moments? Are calls dropped, is audio clear?

Benefits of interactive voice response software

Still not totally sold that a focus on an IVR phone system is something you should have? Here are a few more reasons why it’s a good idea:

More skillful agents

When live agents have people who directly need their help, as opposed to those who have been wrongly sent to them, they will ultimately learn how to do their jobs better. With IVR software, they will waste less time doing work that they are not supposed to be doing.

Happier customers

If someone is calling with a simple question, like if you have something in stock or if you are closing on Saturdays, they may be rather frustrated if they have to wait in line for ten minutes just to get an answer which could take all of ten seconds.

Greater productivity

With more correctly directed customers, and customers who have easier issues having been weeded out, agents will have more time to focus on the people who really need help.

More services rendered

With organization comes the ability to make more connections and make more sales. You’re effectively saving yourself money and making it by switching to more convenient systems.

Professionality

Nothing is less professional than having a long line of people on hold hearing nothing but a beep or the same 30 seconds of music repeated over and over again. With cloud-based IVR software, you can seem more professional before the caller even speaks to a representative.

Improved customer self-service

Interactive Voice Response (IVR) software empowers customers to resolve simple queries themselves, enhancing their experience. This self-service option speeds up the process, allowing customers to quickly find answers without waiting for an agent, leading to increased satisfaction and loyalty.

How IVR software improves customer experience?

A study by Velaro revealed that about 2/3 of people will either wait on hold for a minute – or not at all. Which means if you make people wait without giving them a chance to address their questions, you could be missing out on way over half of all of the people who call you on a given day! You might as well be burning money.

At the same time, when you get them to hold on, they still might not be all that happy. Only 50% of callers in the survey found their menu trees to be “somewhat intelligent.” When you have a system which allows true flexibility, it is going to seem smarter for customers – thereby improving their experience.

With interactive voice response software, you are offering people the chance to feel heard and get their questions answered immediately (and the chance to have shorter hold times).

How to choose the best IVR service provider

Choosing the right IVR service provider can be tough. When doing so, it can help to come up with a rubric of some of the key aspects you should be considering. Here are a few:

• Figure out what you need to accomplish: Why are you even considering IVR software? Is it something that you just heard about, or have you been thinking about it for a long while?
• Determine if you will be experiencing a greater call volume: Will you have a need for it in the future? Are you planning on keeping your business, and your income, the size that it is, or are you hoping to expand it in the coming years?
• Examine where your team is working: Will you be staying in the office that you are currently working in? With so many teams moving to a work from home basis, is there a chance that you will instead shift that way as well?
• Determine what kind of software is best for you: Do you want software which can only work over traditional landlines? Or do you want something more modern, like VoIP software?
• Request more information: Once you have decided on your top IVR phone system, ask them for more information. Find out every piece of info you could need to make an educated decision.

Key features to look for in IVR solution

Call flow customization

Being able to mix and match your own call flow is critical to being able to truly make your business as flexible as you need it to be. Here you can direct callers where they need to go based on lots of things, including time of day.

Callback

Can’t get to every caller? Don’t worry. With this feature, your callers can simply ask for you to call them back, and agents can either automatically be directed to them when they have time, or they can call back at their leisure.

Call queue

Do you have lots of people calling you? With a call queue, you can have them “line up” and take their calls in the order you received them – ensuring that everyone manages to be heard.

CRM integration

Being able to integrate with key apps, like Zendesk or Zapier, can help make your business thrive with productivity, professionality, and modernity. If your chosen IVR service provider does not offer key integrations, you might want to look elsewhere.

Call forwarding

Keeping personal and business separate is important to work life balance. By being able to forward one number to another, you can have a wider presence and keep your personal life personal.

VIP and Block Lists

The best IVR can still be fooled. Without the ability to permanently block certain numbers, you’ll simply waste your agents’ time.

Ring groups

Sometimes when there are tons of calls, ringing groups can help your team most efficiently handle the incoming volume.

Automatic call distribution

But to make sure things don’t get too hectic, ACD feature lets you set things up and then watch as the calls roll in, without having to make constant changes.

Best practices for IVR software setup

So once you have completed your IVR vendor comparison and have picked a multi-level option, next you will have to set up the system itself. Fortunately this is not too hard; we however have picked a few things to keep in mind:

1. Keep it simple: People will be annoyed if they have to listen to a lot of extemporaneous stuff
2. Be easy to understand: Make sure that when you record, you speak clearly into the phone or microphone. Do not record when there is loud music around or other distracting noises.
3. Make the options sensical: You should order it for something like “Press 1 for X, Press 2 for Y.” Don’t place things out of order “Press 2 for X, Press 6 for Y,” unless you always have one option for the same number (Like “Press 9 for Agent”).
4. Give callers the chance to talk to real people: The point of setting up voice response software is to be able to get answers to callers before they talk to a person or to correctly direct them. However, some people REALLY want to talk to a person, and they should have the option.
5. Think about routing: Sometimes an agent might be temporarily away from their phone. Are there other routes you can set up to get your callers the answers they need?
6. Provide agents the ability to easily make themselves unavailable: If someone is directed to an agent but they aren’t there, and as a result the caller has to wait longer or worse, the call is dropped, then that just will not end well. Instead, take advantage of the options to provide alternatives for callers.
7. Allow for callbacks: Some folks really, really do not want to wait. So let them ask for a callback, lessening pressure on your agents and allowing the caller to not wait too long.
8. Take note of how the system is working: After a few months, ask your agents: how are they liking the current settings? Would they prefer it another way? Is there some way to make it better? Many IVR solutions offer serious flexibility – you should use it!

The right IVR provider will improve customer experience

Going with the right IVR provider can be one of the most important decisions you make as a businessperson. With the right technology, you can save time for your agents, for your callers, and for yourself – all while providing the best possible service for callers. There’s no shame in realizing it’s time for a change.

And when you’re changing, why not change to MightyCall? With a plethora of key features, incredible uptime, and a commitment to providing IVR solutions, it could be the change you need.

The post Best IVR Software: Full Comparison of Service Providers for Your Business Needs first appeared on MightyCall.

• What is cold calling;
• What is cold calling software?;
• The role of cold calling software in modern sales;
• The evolution of cold calling techniques;
• Essential features of cold calling software for sales success;
• Best cold calling software;
• Implementing cold calling app: an example;
• Tips for using a software for cold calling;
• Addressing common sales challenges with a cold calling software;
• Should you invest in cold calling systems?

What is cold calling?

Cold calling is a process during which the sales team reaches out to potential clients. During this contact, the agents introduce new clients to their products or services. It is a very important process for any business, since without new clients the company will soon cease to exist.

What is cold calling software?

Cold calling software is a specialized digital tool that facilitates making cold calls. It is designed for sales teams to make effective outbound calls to potential clients. This technology automates and organizes the calling process, offering features such as automated dialing, call scheduling, lead management, and detailed performance analytics. It’s increasingly vital for sales teams aiming to maximize their cold calling efforts and amplify conversion rates.

The role of cold calling software in modern sales

Cold calling software service uses innovative algorithms to simplify the dialing process, significantly reducing manual effort and error likelihood. It intelligently schedules calls at opportune times, increasing the probability of successful connections with potential clients.

Its integration with customer relationship management (CRM) systems makes it a powerful tool for managing leads and conducting timely follow-up activities.

The evolution of cold calling techniques

• Initial reliance on manual methods: Originally, sales strategies depended heavily on manual calling tools and meticulous record-keeping.
• Influence of technological advancements: Broader technological advancements have significantly changed the progression of cold-calling techniques.
• Introduction of cold calling software: The advent of such software transformed these strategies into more data-focused and strategic operations.
• Shift to digital methods: A shift to digital methods facilitated improved targeting, efficient follow-up procedures, and enhanced conversion strategies.

Essential features of cold calling software for sales success

• CRM integration: Expand the functionality of your software by integrating with your favorite Customer Relationship Management services. The integration with CRM systems is pivotal for sales teams. This integration provides an overview of customer interactions, enabling sales representatives to better understand and respond to customer needs and histories. Cold calling with CRM ensures every call is informed by a thorough customer profile, leading to more successful sales conversations.

• Toll-free and local numbers: Offering both local and toll-free numbers provides options for customers. Local numbers are easier for customers to trust, creating a sense of community presence, while toll-free numbers encourage more calls by removing cost concerns for the caller, potentially increasing inbound lead volume.
• SMS: This feature allows sales and calls management teams to continue conversations with text messages after cold calls. It can send reminders, promotional material, or quick responses, maintaining engagement post-call.
• Caller ID: Displaying the company name instead of a number on the caller ID helps build brand recognition and trust. It increases the chance of calls being answered as recipients can immediately identify the business, making the cold calling process more effective.
• Call log: A detailed call log as a part of your cold call app tracks the history and outcome of each interaction, providing valuable data for refining cold calling strategies. It helps monitor follow-up tasks, ensuring no potential lead is overlooked.

• Voicemail: Voicemail functionality ensures that when calls are unanswered, potential customers can still leave messages. This captures leads that might otherwise be lost and allows the sales team to gather information for well-prepared follow-up calls.

• Call routing: Effective call routing directs calls to the appropriate agent or department based on predefined criteria. This automated cold calling software feature ensures prospects speak with the most qualified person, streamlining the call handling process and improving the customer experience and success likelihood.

Best cold calling software

Before learning how to set up cold calling software, consider choosing suitable or, for some teams with a smaller budget, the cheapest cold calling software. This involves taking a careful look at factors such as ease of use, scalability, integration options, and customer support. Here are the top 10 cold calling software providers for you to choose from:

1. MightyCall

MightyCall offers an impressive suite of features designed for call management. Integrating with CRM systems and offering a user-friendly interface, it caters to a wide range of business needs. Its affordability and versatility make it attractive for various business sizes.

Main features:

• Smart call routing

• Customizable IVR
• Real-time analytics
• Live call monitoring
• CRM integration

Pros:

• Affordable
• Suitable for businesses of all sizes
• User-friendly
• Effective call management
• Versatile functions

Cons:

• Mostly caters to small and medium-sized call centers rather than large enterprises
• Uses CRM for full cold calling functionality
• Lacks built-in fax services
• May require you to use their demo to understand all the features

Best for:

Small to large call centers

2. Gong

Gong excels in conversational intelligence, offering deep analysis of customer interactions. Integrating across customer touchpoints and employing AI for data analysis, Gong is a cold calling software for sales that offers valuable insights the business strategy improvement.

Main features:

• Conversational intelligence
• AI-driven analysis
• Cross-platform integration
• Detailed interaction analysis
• Customizable dashboards

Pros:

• Advanced AI
• Supports over 70 languages
• Insightful sales data
• Comprehensive interaction tracking
• Thorough data analysis

Cons:

• Higher pricing
• Complexity for smaller teams
• Base price plus subscription
• Advanced features only in higher plans

Best for:

Mid-sized to large call centers

3. VanillaSoft

VanillaSoft caters to teams managing high lead volumes, offering lead scoring and intuitive dashboards. Designed for outbound calling efficiency, it provides features that amplify the effectiveness of sales campaigns.

Main features:

• Custom lead scoring
• Progressive and preview dialing
• Specific industry solutions
• Built-in CRM
• Intuitive dashboards

Pros:

• Manages large lead volumes
• Intuitive interface
• Auto-dialing
• Combined CRM and calling
• Industry customization

Cons:

• Higher initial price
• Basic platform focused on lead management
• Add-ons for advanced features
• The SMS tool only goes back 7 days

Best for:

Mid-sized to large call centers

4. Aircall

Aircall is a сloud-based phone system that integrates well with CRM systems, automating workflows and logging calls efficiently. It aims to increase the productivity of sales teams through a more efficient and data-focused call process.

Main features:

• Automated workflows
• Power dialing
• Sales analytics
• CRM integration
• Unlimited US and Canada calls

Pros:

• Efficient call handling
• Simplifies logging
• Thorough analytics
• Suitable for small to medium teams
• Unlimited calling in select areas

Cons:

• Minimum user requirement
• No built-in CRM features
• No support on the weekends
• Limited international call options

Best for:

Small to mid-sized call centers

5. RingCentral

RingCentral, a key player in communications software, offers Engage Voice for outbound sales and service, providing customizable call options and scripts for different campaign needs.

Main features:

• Multiple call types
• Custom call scripts
• Broad integration options
• Campaign customization
• Reliable cloud infrastructure

Pros:

• Established brand in communications
• Customization for varied lead types
• Extensive features
• Global operation support
• Strong API for integration

Cons:

• Slow customer support response times
• No support for Linux
• Better for larger businesses
• Limited IVR options outside of the Unlimited plan

Best for:

Large enterprises

6. Klenty

Klenty stands out for its multi-mode calling experience, offering a cold calling system with click-to-call dialing. It speeds up call activities, allowing for more prospect contacts per day, and integrates call recording and automatic note-taking.

Main features:

• Parallel dialer
• Power dialer
• Click-to-call
• AI-based note-taking
• Call recording

Pros:

• Accelerates call activities
• Multiple dialing modes
• Integrates with CRM
• Automates note-taking
• Personalized voicemail drop

Cons:

• Learning curve for new users
• Higher pricing for advanced plans
• Overcomplicated design according to its users
• Requires integration for full functionality

Best for:

Small to mid-sized enterprises

7. Myphoner

Myphoner assists sales professionals in tracking and organizing leads, creating intelligent queues for optimal contact timing. It also deduplicates contacts to prevent spamming and integrates with CRM for up-to-date customer profiles.

Main features:

• Lead tracking
• Intelligent queues
• Contact deduplication
• CRM integration
• Advanced call analytics

Pros:

• Organizes leads
• Avoids contact duplication
• Integrates with CRM
• Affordable pricing
• Provides thorough call analytics

Cons:

• Limited features in basic plan
• Advanced features at higher cost
• Lacks inbound call handling in starter plan
• May require CRM for full functionality

Best for:

Small enterprises

8. Toky

Toky is a cloud-based software for cold calling known for its easy integration, making it a perfect choice for small teams or solo agents. It offers features such as call-forwarding and a power dialer, making the calling process more straightforward. Grouping agents in a smart way improves team productivity.

Main features:

• Call-forwarding
• Power dialer
• Smart agent grouping
• Integration options
• Real-time call monitoring

Pros:

• Works with popular business tools
• Ideal for small teams
• Simplified call handling
• Accessible on different devices
• Smart agent grouping for call efficiency

Cons:

• Add-ons are priced separately
• Limited advanced features in the starter plan
• If the outbound call is unanswered, it does not get recorded
• Basic plan missing some key features

Best for:

Small enterprises

9. HubSpot Sales Hub

HubSpot Sales Hub provides a unified solution for sales teams, integrating with HubSpot’s CRM. It’s known for its desktop dialing and automatic CRM call logging, making the sales process more straightforward and improving lead management.

Main features:

• Desktop dialing
• Automatic CRM call logging
• Conversational intelligence
• Multi-channel prospecting
• Sales outreach integration

Pros:

• Works with HubSpot CRM
• Simplifies lead tracking
• Multi-channel outreach
• Advanced conversational intelligence
• Wide range of functionality for sales teams

Cons:

• No voicemail drop
• Higher price for advanced packages
• Limited customization in lower-tier plans, no dark mode
• Needs HubSpot CRM for full integration

Best for:

Mid-sized to large enterprises

10. Close

Close provides a CRM solution for cold calling and multi-channel prospecting. With built-in global calling features and text messaging, it’s a complete solution for sales teams, making their prospecting more effective.

Main features:

• Built-in global calling
• Text messaging
• Call forwarding
• CRM integration
• Multi-channel prospecting

Pros:

• Complete CRM solution
• Global outreach support
• Text messaging for better communication
• User-friendly interface
• Wide range of prospecting tools

Cons:

• Higher price for premium plans
• Limited scalability
• May need extra tools for full use
• A few interface complaints from users

Best for:

Mid-sized to large enterprises

Implementing cold calling app: an example

Before implementation

ABC Tech, a mid-sized software company, uses traditional cold calling methods. Their sales team manually dials potential clients from a long list, with no lead prioritization. Call tracking involves spreadsheets, leading to errors and missed follow-up opportunities. High call volumes cause team burnout and low morale. Without caller ID, many calls go unanswered, as potential clients often do not recognize the incoming number.

Main steps for the software implementation

To effectively integrate a cold calling app into your sales strategy, consider these steps:

• Evaluate: Assess the specific needs and goals of your sales team.
• Choose: Select the best cold calling software that aligns with your business objectives and sales processes.
• Educate: Provide training to ensure your team can use all tools and features effectively.
• Combine: Merge the software into your existing sales workflow for a unified approach.
• Review: Regularly assess the software’s impact on sales outcomes and adjust as needed.

After implementing cold calling software for IT sales

1. Automated dialing and lead prioritization: ABC Tech’s sales team now uses the automated dialing feature, which prioritizes leads based on their potential for conversion. This results in more focused calling efforts on high-value prospects.
2. Improved caller recognition with caller ID: The software’s caller ID feature shows ABC Tech’s name on clients’ screens, increasing the rate of answered calls as recipients recognize the business.
3. Effective lead management with call logs: The software automatically records all call details, eliminating the need for manual entry. By dialing with a software for cold calling, the records get automatically stored. This provides the team with a reliable history of interactions, ensuring comprehensive follow-up tracking.
4. SMS integration for continued engagement: Following initial calls, the team uses SMS integration to send additional messages, maintaining engagement and providing further information to potential clients.
5. Organized call handling with call routing: Calls are now directed to the most suitable team member, ensuring prospects communicate with the right person initially. This has improved interaction quality and the likelihood of successful conversions.
6. Improved morale and productivity: The organized approach reduces the workload on sales representatives, preventing burnout and improving morale. The team now handles calls more productively, leading to improved performance and increased job satisfaction.

With the adoption of cold call software, ABC Tech transformed its sales approach from a manual, error-prone process to a more strategic and organized operation, leading to increased lead conversion rates, better customer engagement, and enhanced team morale.

Tips for using a software for cold calling:

Use predictive analysis and future trends

Use the data from your sales calling software in predictive analysis. Analyze past call data to forecast optimal call times, the probability of lead conversion, and potential customer lifetime value. These predictive features have the potential to redefine the success of cold calling strategies.

Navigate legal and ethical considerations in cold calling

Navigating legal and ethical considerations in cold calling, especially regarding privacy and unsolicited calls, is crucial. Cold or sales call software includes features that help businesses comply with regulations like GDPR or the Telephone Consumer Protection Act (TCPA) in the United States. These features comprise:

• Automatic management of Do Not Call (DNC) lists.
• Time-zone-sensitive calling to avoid unsociable hours.

You can also consider the following:

• Transparent Caller Identification: Ensuring that the caller’s identity and purpose of the call are clearly stated at the beginning of each conversation to maintain transparency.
• Sensitive to Customer Feedback: Being responsive to the tone and feedback of the customer during the call and ready to adjust the approach or terminate the call if it’s causing discomfort. Listening to your customer should be one of the best cold calling tools for the success of your company.
• Respect for Opt-out Requests: Honoring any request from a prospect to opt out of future calls and updating the database accordingly to avoid any future inconvenience.
• Data Privacy Compliance: Adhering strictly to data protection laws by securely handling and storing customer data and only using it for the intended purpose of the call.
• Regular Training on Ethical Practices: Providing ongoing training for sales staff on ethical calling practices and changes in regulations to ensure compliance and maintain high standards of professionalism. It especially concerns teams who will be using software for cold calling.

Foster a positive customer experience via cold calling

Positive customer experience is a significant advantage of cold calling. Sales call software contributes to this by:

• Ensuring prompt follow-up calls, demonstrating the company’s commitment to the prospect’s interest.
• Allowing immediate resolution of customer queries or concerns, improving customer satisfaction and brand perception.

Train your team to become pros at cold calling software

Effective use of any software is contingent on proper training and development. Sales teams require training in both the technical aspects of the software, especially if using CRM for cold calling, and in communication skills that utilize the software’s functions. This training encompasses:

• Role-playing sessions to simulate various calling scenarios.
• Workshops focused on integrating call insights into broader sales strategies.

Addressing common sales challenges with a cold calling software

The right cold calling software for sales addresses most communication challenges faced by call center teams:

• Reducing time on unproductive calls: Automates dialing and repetitive tasks, allowing sales representatives more time for meaningful conversations.
• Improving lead management: Integrates with CRM tools to track every interaction with a prospect, enhancing the lead nurturing process.
• Adaptable features for diverse sales teams: its features make it a perfect software to record daily contacts for cold calling and cater to different sales environments, from small businesses to large enterprises.

Should you invest in cold calling systems?

Cold calling software is not just an automation tool for sales calls; it’s a solution that empowers sales teams to operate with greater strategic insight and effectiveness. Embracing this technology enables businesses to improve their immediate sales results and establish a foundation for sustained growth and success in the competitive sales and marketing world.

The post Cold Calling Software: Transforming Sales Outreach With Apps in Today’s Market first appeared on MightyCall.

• What is a call center?;
• What is an answering service?;
• Key differences between answering services and call center services;
• How can MightyCall help?;
• Which businesses are call centers or answering services suitable for and why?;
• Is there anything in common between answering services and call center services?;
• To outsource or keep in house – that is the question!;
• Which one is right for you?;
• Right service for your business is a key.

What is a call center?

Broadly speaking, a call center is a business which employs live agents to answer calls. Sometimes they take complaints, pass on messages, and solve clients’ problems. Call center services often have a high call volume and may operate day and/or night.

What is an answering service?

Answering services, on the other hand, are more specialized, in that the agents working are more intimately familiar with a specific industry or even a specific company. An answering service for a bank will have agents who are trained to understand the complexities of banking (to the degree of the questions which may be asked).

Key differences between answering services and call center services

If the difference between answering services and call center services is still hazy, don’t worry: in this section, we’ll help make it crystal clear by going into the details, as some differences are crucial.

Tasks

You standard call center will:

• Take product orders for purchase
• Oftentimes simply receive information/orders (though may at times help with complaints)
• Provide information to their own clients (a company) in bulk
• Answer questions
• Take bill payments

Meanwhile, a phone answering service will usually do the following:

• Create a more personal relationship with a customer, focusing on their specific needs
• Address particular customer issues
• Answer questions like hours, or current sales
• Direct customer to person in office if it’s during business hours

Essentially, a call center usually gets through as many calls as they can, whereas an answering service tries to take on the “voice” of the company it is representing (or may just be more informed about the company) to address customer issues.

Call duration

Another key point in the call center vs answering services comparison is call duration. Call center services have lots of callers coming in – but they are also often less trained in particular companies or industries. As a result, they may not be able to answer questions more quickly (they use scripts, which we’ll get to below). As a result, call duration is often on the longer side, sometimes upwards of 10-15 minutes.

On the other hand, answering service agents are trained in specific industries and are expected to be the voice of a company – meaning fast and effective service is key. As a result, calls to a telephone answering service are rather quick, with times lasting less than a minute or upwards of a minute and a half.

Scripting

The differences between a phone answering service and a call center, when it comes to scripting, are immense – because one uses them and one does not.

Call center services often use very detailed scripts in order to provide answers. Agents there are not specially trained, so they cannot give off the cuff answers. Depending on what a customer call is about or what a customer needs, the agent will go to a specific script which they can then use to provide sometimes generalized answers.

Answering service provides answers without a script. That’s because agents there are trained in the industry and oftentimes with the specific company; they know the details (such as hours) without needing a script to read off of.

Call routing

Do answering services or call centers both partake in call routing (sending the call to someone else)? Not usually.

A call center is designed to answer – via the aforementioned scripting – a customer’s question or take complaints. Imagine them like a separate “bubble” from a company; they’ll only pierce the bubble (send the caller elsewhere) if they have exhausted all of their resources (like scripts) and cannot provide an answer.

But a phone answering service does route calls, sometimes frequently, if need be; they’re essentially supposed to be an extension of the company itself and as a result can help get callers to where they need to be.

Data collection

Between answering services vs call centers, here we have our first similarity. Both have to collect basic data from you – who you are, why you are calling, your phone number (which they’ll likely have since you’re calling them).

However, call centers may collect a fair deal more than their answering service colleagues, because they may need to spend more time with the caller in order to get the correct scripts to properly address the reason for the call.

Topics addressed

Remember, it helps to think of phone answering services as extensions of the company. So when it comes to answering services vs call center services, both will address pretty much anything that the company might have to address, and their agents will be trained to do so. If you run a medical operation, your answering provider may address emergency after-hours calls.

But call center services operate differently. These do the things that you might not want to hire someone on your day-to-day staff to do (take specific complaints, for example), and will spend more time addressing specific/detailed complaints.

Automation

Because call centers take so many calls and have to sometimes spend a decent amount of time with each, they frequently use automation, like auto attendants, to make the process quicker: it can get callers to agents who may have specific scripts, for example, or it can direct callers to agents with less to do.

But answering agents do not use it as much, because they are frequently a catch-all, being trained extensively in what a company does and what its patients require. Automation can still factor in though – for example, after-hours a caller may be asked whether or not they want to leave a message or speak to an after-hours agent.

Hold time

When it comes to answering services vs. call center services, which option has the longer call response time? Well, hold time varies of course, and neither desires longer hold times. But with the massive volume of calls that call centers frequently have to deal with, they often have to put callers on hold while they address other callers or while they try to get a resolution to a caller’s query. But answering live services oftentimes do not put people on hold, and try to answer calls extremely quickly.

Cost

Answering services or call centers have to be paid for by the companies employing them, but the costs can vary widely between what you are requiring of the service (for example, do you want 24/7 service or do you only want to cover specific days).

Call centers are generally cheaper, because their service is more generalized and requires less expertise. Answering services tend to be a bit pricier, because they are more trained to be attuned to specific company needs.

How can MightyCall help?

Both phone answering services and call centers have benefits – and MightyCall can help you regardless of which you opt to choose to work with your business. How? Here’s how:

• Call routing, but smarter: MightyCall’s smart routing system allows you to get customers connected as fast as possible, without needless waiting.
• Virtual receptionist: The old days of a robotic auto attendant are over. Make your virtual receptionist yours – record your own voice and change the content easily, whenever you need to.
• Quicker voicemail: With automatic voicemail transcripts, your agents can quickly read through voicemail instead of having to listen to what are sometimes tediously long messages.
• Call notes: Have a customer who needs help multiple times, or is a longer-term project? You can leave notes on each call to ensure that no agents are kept out of the loop.
• Call waiting: This feature allows you to juggle multiple calls more easily; while you can put one on hold, you can also choose to forward it to someone who is available to talk, decreasing hold times.

Which businesses are call centers or answering services suitable for and why?

Answering services and call center services can prove advantageous for enterprises. But which is best for you?

Businesses best for call center services

• Loan services: Agents can help answer a variety of questions on repayment plans, extensions, and qualifications
• Insurance agencies: Does someone need to file a claim but does not know how? Do they want to appeal a decision? Agents can help answer questions about these subjects.
• Banks: Agents can help answer questions relating to credit card debt, service terms, and other banking-related questions.
• Large retailers: Agents can help process returns or online orders.
• Delivery services: Agents can help find packages or answer other questions.

Businesses best for telephone answering services

• Smaller healthcare networks: Do you operate a series of smaller private clinics which want to put a more personal face forward to customers?
• Hotels: With hotels, the emphasis is on a friendly face representing the company – and when it comes to call center services vs answering services, the latter generally takes the cake there.
• Local chain restaurants: A local chain restaurant will be large enough that they could use extra help – but small enough to require a personal touch.
• Law firms: Law firms can be smaller, but have people who may need quick answers or direction and can require a personal face.

Is there anything in common between answering services and call center services?

When it comes to picking between a call center or answering service, it’s important to remember that there are some similarities:

• Both deal in customer satisfaction: While they may go about it differently, both desire to leave customers ultimately happy at the end of the day
• Both (kind of) use a script: While call center services and answering services do not often use literal scripts, they still have general information they can give (if someone asks for new store hours, they will not say it a different way each time)
• Both can work nights: Both provide companies a way to answer their customer’s questions even when they may be closed

To outsource or keep in house – that is the question!

When should you decide to actuall outsource a call center or answering service, and when should you keep those services in-house instead?

For the former, you should probably use call center outsourcing if you have grown so big that you simply cannot answer all incoming calls which take up your employees’ time, or you have grown big enough that having a personal touch is not really one of your concerns. Some businesses prefer BPO call centers, which strictly handle business processing claims (like onboarding and payroll).

For the phone answering service, you could start outsourcing it if you have recently grown bigger but were known for a personal touch (like being a doctor’s office which just expanded to a second office) and still wish to keep that feeling up with your customers/the general public.

However, some businesses will opt to keep phone communications with clients in-house for various reasons. They may simply not trust external companies with important customer data. They may not be large enough to warrant those services. Or they may want full and total control over their contact with customers.

Which one is right for you?

So how do you decide between call centers versus answering services? Which one is right for your business? It’s best to keep these in mind:

• How many clients you have: Businesses with huge amounts of clients may have to trend more toward call centers, if they need a lot of questions answered at once.
• How many services do you provide: Whether you cover a lot of different topics – like a bank might – or you stay in one particular lane can influence your decision.
• Whether or not you value a personal touch: Depending on which type of service you pick, one will seem like they are an employee of yours. The other will simply answer questions.
• What type of phone calls you receive: Your decision may be impacted depending on whether your business is constantly flooded with complex calls which take a long time to answer, or if they are rather straightforward and answerable within a minute.
• What your customers expect: You may or may not want to provide a personal touch – but what do your customers want? For some types of businesses, customers want to get off the phone as fast as possible. For others, they may want personal attention.

Right service for your business is a key

When it comes to call center services and answering services, both can provide great boons to your business and can help you address customer queries. But one or the other may be better for you. If you follow along with the guidelines we set here and understand the distinctions between a phone answering service and a call center, you’ll be sure to pick the best one for your business.

The post Answering Services vs. Call Center Services: Understanding the Differences first appeared on MightyCall.

Here we will give a communication channel definition and provide examples so that you can find the best option for your business.

• What is a communication channel?;
• What communication channels are used for?;
• Types of communications channels;
• Communication channels examples;
• Why are communication channels important?;
• How can using the wrong communication channels cause harm?;
• How to choose the best communication channel for your business;
• Optimal number of communication channels;
• How to effectively implement communication channels into your processes;
• Best communication tools for your business needs;
• The right communication channels can empower your team.

What is a communication channel?

A communication channel is a way through which individuals can deliver a required message to others, ask and answer any question, or share some information. Business communications go through many different means – be it phones, personal conversations, or otherwise – all of which are some communication channel examples (though we will get into specifics further down).

A lot of the time, successful communication depends upon the correct channel. The selection of which is likely dependent upon an understanding of social cues, cultural and otherwise.

What communication channels are used for?

Different communication channels of course have different means of use. Some are required for less serious situations, whereas others, particularly business channels, are required for more serious or professional circumstances.

• 1v1 communication: Sometimes two individuals (a boss and an employee, an employee and a client) have to speak one on one. The reasons can vary, but this can also limit the best channels for a given situation.
• HR announcements: Sometimes, Human Resources may have a new announcement. Depending on what it is – for a positive, a new benefit, and for a negative, a firing – the situation may demand a different communication channel.
• Customer concerns: Does a customer have a question about your product, or a service you provide? Picking the right information channels applies here as well.
• Confidential information: Is there something secret you need to share with someone, or something that’s only on a need-to-know basis? Choosing the correct communication channel in business when it comes to info like this can be critical.

Types of communications channels

While these things are not hard science, there are generally three ways to view communication channel types. Some may quarrel with certain designations, but sociologists have generally organized them by formality, by participants, and by means of communication.

By formality

For starters, channels can be designated by formality, or the seriousness, of the content.

Formal

Formal communication, when used correctly, can be one of the prime options for workplace collaboration. In fact, it should be. Here, important official statements are made, like layoffs, new company directions, or even fun announcements like company team building activities.

Informal

Informal channels can still be effective. They can be for small things, like organizing group outings, or they can be for work-related issues, like some tweaks that need to be made.

Unofficial

Finally, unofficial communications channels are things that have no relation to work whatsoever, like when two employees are discussing things which have nothing to do with work, whilst they are outside of it.

By who is participating

Channels of communication can also be split by who is part of the discussion (or at least, by who is supposed to be part of it). The difference between these two channels is key for success, so it is vital that you understand what separates the two of them.

Internal

Internal channels of business communication are used for confidential company information, or the aforementioned team buildings; essentially, it’s for stuff that those outside the group simply do not need to know about.

External

This communication channel in an organization is for when you have certain things which, on the other hand, must be sent outside of the organization to people like clients, those who sell your products, those who invest, or otherwise. Mixing these channels up can cause you problems (which we will discuss below).

By means of communication

Finally, channels can also be organized by the way the communication occurs. The modern era has unlocked tons of new ways of communication – but that of course does not mean that the old ways, like face to face or written communication channels, are no longer useful.

Digital communication

Here, communication can include email or voice calls. It can also be for pretty much anything – serious communications or fun communications can be useful here.

Face-to-face communication

This is one of the top options for the most serious discussions. Things like firings or promotions usually fall into this category. However, it can also be used as an unofficial communication channel, like asking someone for lunch.

Written communication

Written communication is similar to digital in that it can encompass a wide range of categories – and there is debate as to whether or not email would also fall into this category – from contracts to simple small messages to alerts.

Communication channels examples

1. Phone calls

Phone calls have been a mainstay example of communication channels since they first were popularized over a century ago, and they have not massively gone down in popularity when it comes to businesses.

Pros & Cons

Best for

Companies which need to make multiple successful communications in a day

Suitable for

Formal	Informal	Unofficial	Internal	External

2. Email

Email is ubiquitous in the modern world and may be the most popular digital communication channel. It is everywhere and can be used for everything. You can use it for professional, important information, and can use it for “Hey who wants to eat at 12?”

Pros & Cons

Best for

Companies who need to frequently communicate with large amounts of clients

Suitable for

Formal	Informal	Unofficial	Internal	External

3. Video conferences

This is one of the top communication channels that is worth mentioning. While 30 years ago the technology was too new to be used reliably – Skype only came around in 2003 – it is now everywhere and has become one of the main forms of communication internally, especially when it comes to businesses with work from home.

Pros & Cons

Best for

Companies who want a personal touch in the communication process

Suitable for

Formal	Informal	Unofficial	Internal (when work from home)	Internal (when work in office)	External

4. Chatbots

This communication channel may have a bad name amongst some folks, but generally speaking, chatbots could be said to be akin to negative political television ads: people may say they do not like them, but they work. They are a great way of communicating with a massive amount of people without having to have a single “real” person on the receiving line.

Pros & Cons

Best for

Companies who want a personal touch in the communication process

Suitable for

Formal	Informal	Unofficial	Internal	External

5. Live chats

The difference between chatbots and live chats is essentially the difference between AI and a live responder: one tries to answer based on previous learned knowledge, and the other is a human. Here, someone is actually communicating with the individuals who are asking questions; as a result, these have grown in popularity.

Pros & Cons

Best for

This communications channel is for companies who have clients who may have questions regarding personal information that they would not feel comfortable inputting into a chatbot

Suitable for

Formal	Informal	Unofficial	Internal	External

6. Face-to-face

As the saying goes, there’s no school like old school. Speaking face-to-face is the oldest communication channel, and it’s still vitally important today. It can be used across a wide array of channels, and fits all sorts of situations.

Promoting someone? Usually face-to-face. Ran into a coworker and want to ask them to grab lunch? Face-to-face.

Pros & Cons

Best for

Companies desiring a personal touch

Suitable for

Formal	Informal	Unofficial	Internal	External

7. Newsletters (Email)

Email newsletters can be a very helpful written communication channel because you can quickly get out lots of information – new store hours, competition winners, sales – to lots of individuals. People are also used to them – newsletters have been (as will be discussed later) going out for decades.

Pros & Cons

Best for

Low-budget businesses

Suitable for

Formal	Informal	Unofficial	Internal	External

8. Newsletters (Mail)

This communication channel, on the other hand, is the original version of the newsletters we all have come to love (or at least come to know). These are the letters, or sometimes catalog-type parcels, you would get alerting you to all the things that email newsletters now tell you about. These help you become aware of things in a more personal way.

Pros & Cons

Best for

Medium or large-sized businesses like grocery stores

Suitable for

Formal	Informal	Unofficial	Internal	External

9. Social media account page

Social media is a modern communication channel, and it is also exceedingly popular. Brands, by having accounts which are on the same “level” as ordinary people, can interact with customers – by sharing memes and funny images, they can seem hip and get noticed if a post goes viral.

Pros & Cons

Best for

Any business, from those just getting started to established ones (it’s free, after all)

Suitable for

Formal	Informal	Unofficial	Internal	External

10. Radio advertisements

People may think the radio is an “old-fashioned” communication channel, but it’s not – a Pew poll found that 8 out of 10 Americans 12 or older listen to the radio at least some time in a given week. That is a HUGE amount of people – and if you are ignoring the possibilities present in radio advertising, it’s an untapped goldmine.

Pros & Cons

Best for

Business well established in a given region

Suitable for

Formal	Informal	Unofficial	Internal	External

11. Podcasts

Podcasts are a communication channel that have taken the world by storm. Tons of people have podcasts – and so do companies, which is why it’s made its way onto our list of communication channels.

It’s an incredibly effective means of communication: you control the entire medium (it’s effectively your own “radio show”) and can say whatever you’d like without risk of someone else interfering. Plus, how you make it can shape your public perception of your business. If you make it fun to listen to, you’ll seem fun. Seriously? You’ll seem serious.

Pros & Cons

Best for

Pretty much this channel of communication suits any business, but solopreneurs should know that making a podcast consistently can eat your time.

Suitable for

Formal	Informal	Unofficial	Internal	External

12. Text messages

Everyone texts. Seniors text. Kids text. Students text. Texting is rapidly becoming one of the mainstays of communications. It’s easy, quick, and requires little effort on the part of all involved. So why wouldn’t businesses start using texting as a communication channel?

Pros & Cons

Best for

Business with a large list of client data

Suitable for

Formal	Informal	Unofficial	Internal	External

Why are communication channels important?

Correctly choosing communication channels is incredibly important, as it can make or break a successful communications push. Here are some of the ways you can benefit if you manage to pick them correctly:

• Make sure those that need to be informed are informed: If you pick a method the people who need to hear your message use, they are more likely to hear it
• Get information out on an even basis: Make sure to pick an effective communication channel which does not leave anyone out – or anything to chance
• Make people feel part of the conversation: If you pick a channel which is a two-way street, people will feel more heard and part of the discussion
• Build relationships with clients: If you pick the wrong channels, you can appear annoying. But if you pick the best channels of communication, you can ensure that you get closer than ever with clients.

How can using the wrong communication channels cause harm?

• You can seem overbearing: In 2003, a poll found that 70% of email users found spam annoying – and you can bet those numbers have not dropped in the last 20 years.
• You can reach the wrong people: Trying to reach specific loyal customers but putting physical newsletters in the mailboxes of everyone in a given area? You’re just wasting your time.
• You can seem inappropriate: If you’re trying to deliver bad news – a mortgage being declined, a job offer being rescinded – it can seem unprofessional or even rude to use certain communication channels.
• You can waste your money: Some ad campaigns can be really expensive. But if you target them wrongly, you can be basically throwing that money down the drain.

How to choose the best communication channel for your business

When choosing the best communication channels channels, be sure to keep what we call the “Five Figures” in mind:

1. Figure out what you want to say

Are you trying to establish channels of communication in the workplace? Is this an internal channel, or an external channel? Start off knowing that aspect before moving on.

2. Figure out who will be on the giving end

If you are setting up a channel that your employees (or you) are going to have to run, make sure that it is something they’re comfortable with. Some channels, like social media, can require you to deal with really nasty people all day – is your team up to the task? Are you?

3. Figure out when you wish to make contact

Do you want this to be one of the communication channels in the company which is available day and night? Is it only going to be used once in a great while? These are things you’ll need to know before starting off.

4. Figure out if it will be a one-way or two-way channel

Is this going to be a communication channel that you will want to receive responses through, like a two-way communication live chat? Or is it more of a one-way mail newsletter?

5. Figure out how much you want to spend

A key part of project management is being able to know how much money it is going to cost. While you cannot make all the predictions ahead of time, you should be able to figure out generally how much it will run you, in order to know if it’s feasible or not.

Optimal number of communication channels

To create the best sorts of customer interaction (or internal communication), you have to make sure to figure out how many channels are required. But keep in mind when implementing new communication channels: the more channels you have, the more difficult it can be.

Remember, in order to have successful communication, a message of some type must be sent from one or more people via a channel and successfully received by one or more others. The formula most commonly used for this is:

How to effectively implement communication channels into your processes

1. Clearly delineate the channels: The importance of communication channels shouldn’t be ignored – but their purpose shouldn’t be ignored either. Make clear which channels will be used for which purposes. If something seems unclear, make it clearer now instead of waiting until it’s set up.
2. Make them yours: Fit the channels to the needs of your business, instead of keeping them generic.
3. Set up who will be using it: Which employees will be utilizing this channel? Will you need to hire new ones, or will you be using old employees for a new purpose?
4. Imagine what comes next: How long will you be wanting to utilize this channel? Will it be ad infinitum, or a certain amount of time?
5. Do a test run: To make sure that everything runs smoothly, do a limited test run; contact only a few people, or run it for a small amount of time, to make sure everything works ok.

Best communication tools for your business needs

1. MightyCall

MightyCall is one of the best communication tools. A VoIP telephony company which offers a well-rounded customer service communication package, they focus on internal and external communication. With the ability to keep talking within your company and to your clients through various means – from SMS to phone calls and more – you’ll always have channels for workplace collaboration.

How much does it cost?

MightyCall has three price plans. The cheapest is Core, at only $15 per member/month, followed by Pro, which is $25 per member/month, and Enterprise – which requires you to get a quote.

Who is it best for?

MightyCall is best for small to medium-sized businesses.

2. Slack

Slack has become one of the premier digital communications programs for internal communications. While it’s not a traditional communication channel, it’s one of the types of business communication channels that you should not overlook. With the ability to easily create unique “Slack channels” based on your department (so a “Sales” channel, or a “Marketing” channel) you can ensure that the streams don’t get crossed.

How much does it cost?

Slack offers a free program and a subscription program. They do not make it overly easy to find out pricing, but generally their Pro subscription plan costs around $8 per user per month, while their Busienss+ plan will run you about $12.50 per user per month.

Who is it best for?

Slack is best for medium to larger businesses.

3. X (formerly known as Twitter)

X is one of the most popular social media sites out there. Millions of people on a daily basis post and spread memes, ideas – and interact with brands. When done correctly, you can help your brand take off in a viral sensation – or you can just use it to help respond to customer complaints.

How much does it cost?

X is free to use, but the ownership is going to introduce multiple paid subscription plans in the near future allowing you to use more features (and avoid ads).

Who is it best for?

X is best for all comers, since a basic platform is essentially free.

4. Chatbot

This isn’t just a category – it’s also the name of a company. Chatbot offers companies of multiple sizes the ability to add a chatbot widget to their website. This they can then customize in order to suit the needs of your company.

How much does it cost?

For smaller companies, Chatbox costs $52 per month. For larger companies, it’s $142 per month.

Who is it best for?

Chatbot is best for companies who are trying to surge growth (by answering lots of questions) or who are surging but do not have the staff to answer all questions.

5. Substack

Substack has taken off lately in a huge way. Essentially, it’s a blog service which allows you to build a community around your work: readers can comment and subscribe for special subscriber-only posts. It’s a great way to build yourself up if you put out quality work.

How much does it cost?

It’s free to use, but Substack takes a 10% cut of subscriptions. Costs for readers vary, as they are set by the authors.

Who is it best for?

Solopreneurs and single writers.

The right communication channels can empower your team

With the right types of communication channels, you can bring your team together closer internally and you can bring them closer externally to your clients. Don’t let yourself be restricted to just one way of connecting to others – take advantage of new technologies today.

When doing so, we’d recommend checking out MightyCall, a premium telephony company which provides you with the tools to help your business make the contacts you’ve always wanted.

The post Communication Channels: Types & Examples That Will Rock Your Business first appeared on MightyCall.

• What is a POTS line?
• How does a POTS line work?
• History of POTS lines
• Exploring the POTS technology
• Evaluating POTS for business: Key considerations
• Is there any alternative to POTS lines?
• POTS vs. VoIP
• How much does a POTS system cost?
• Who uses Plain Old Telephone Service?
• What should you consider when replacing POTS lines?
• Upgrade from your old phone lines to a modern communication system

What is a POTS line?

POTS, acronym for “Plain Old Telephone Service, is the traditional analog voice transmission phone system that has been in use since the late 19th century. This system operates on copper phone lines to deliver analog voice signals, not to be confused with “Post Office Telephone Service,” as they would read it back in the day.
Cable lines are characterized by their simplicity and direct connections. They use a pair of copper wires to create a single phone circuit capable of handling one phone call at a time. These lines are also known for their reliability, particularly in powering through electrical outages, due to their independent power source. However, with advancements in technology, telecom lines are gradually being replaced by more modern solutions.

How does a POTS line work?

In the past

The functioning of cable lines in the past was a miracle of analog engineering, characterized by a step-by-step process:

1. Initiating a call: When a user dialed a number on a rotary phone, each digit created a series of electrical pulses. In touch-tone phones, each button pressed generated a unique tone.
2. Signal transmission: These pulses, or tones, traveled as an electrical signal through the copper wire connected to the phone.
3. Connecting through the exchange: The signal reached a local telephone exchange where, in the earliest systems, human operators manually connected calls using switchboards. This created a physical circuit between the caller and the receiver.
4. Call completion: The circuit remained open for the duration of the call, allowing voice signals to be continuously transmitted as electrical signals over the wires.
5. Disconnecting: Once the call ended, hanging up the phone would break the circuit, signaling the exchange to disconnect the call.

Nowadays

The modern POTS line used for communication still follows a similar basic process, but with some key updates:

1. Dialing: Dialing sends an electronic signal (still via copper lines), which is more efficient compared to the older rotary or tone systems.
2. Digital conversion: At the local exchange, the analog signal from the copper line is often converted into a digital format. This aids in more efficient routing and reduces noise and signal degradation.
3. Routing: Advanced digital switching systems then route the call through the network, selecting the most efficient path to the destination.
4. Reconversion to analog: Once the signal reaches the local exchange near the destination, it is converted back to an analog signal.
5. Completion and disconnecting: The receiving phone interprets the analog signal, allowing the conversation to occur. When the call ends, the disconnection process is similar, where hanging up the phone breaks the circuit, signaling the network to terminate the call.

History of POTS lines

The history of what POTS lines are is intertwined with the evolution of communication:

• Early beginnings: The foundational concept of telephone lines emerged in the 19th century. Alexander Graham Bell is credited with inventing the first practical telephone in 1876, marking the advent of communication technology.
• Widespread adoption: By the early 20th century, telephone lines became commonplace in urban areas, with wires expanding rapidly to connect homes and businesses across cities and eventually rural areas.
• Direct dialing innovation: The introduction of direct dialing in the 1950s revolutionized telephone services, eliminating the need for operator-assisted calls and fostering greater independence in communication. Post Office Telephone Service providers and other companies were actively using it.
• Transition to digital: The late 20th century saw the gradual shift from analog to digital transmission in telephone networks, enhancing call quality and efficiency.
• The Modern Era: Despite the advent of cellular and VoIP technologies, traditional lines remain in use, especially in areas with limited access to advanced communication infrastructures.

Exploring the POTS technology

Traditional technology encompasses various components that work together to enable voice communication over distance. Let’s get into the critical elements that define this technology.

Circuit switching

Circuit switching is the foundational principle behind analog telephone system technology. It involves establishing a dedicated communication path between two points for the duration of a call. This method ensures a constant and uninterrupted voice channel, delivering clear and stable communication. The system relies on a network of switches that physically connect calls through a series of interconnected nodes, making it possible to maintain a continuous signal flow between callers.

Transistors

Transistors, the tiny but mighty components in electronic devices, play a crucial role in phone systems. They serve as switches or signal amplifiers in phone exchanges. Transistors replaced earlier electromechanical systems, providing greater reliability, reduced size, and enhanced efficiency in telephone service networks. Their ability to control electronic signals underpins much of the functionality in the switching equipment used in analog phones.

Modems

In the context of wire technology, modems (modulator-demodulators) are essential for converting digital data from computers into analog signals suitable for transmission over telephone lines. Initially used for dial-up internet connections, modems enable the encoding and decoding of data, allowing computers to communicate over the POTS network. This capability was crucial in the early days of the internet, bridging the gap between digital computing and analog communication.

Digital Subscriber Line (DSL)

Digital Subscriber Line (DSL) technology revolutionized analog phones by allowing high-speed internet access over traditional telephone service lines. DSL modems utilize higher frequency bands for data transmission without interfering with the voice signal. This innovation made it possible to use the internet and make phone calls simultaneously, greatly enhancing the functionality of existing phone infrastructure.

Integrated Services Digital Network (ISDN)

The Integrated Services Digital Network (ISDN) represents an evolution of communication, enabling the transmission of voice, video, data, and other network services over the traditional circuits of the public switched phone service network. ISDN integrates both voice and data on the same lines by digitally transmitting signals, offering better quality and higher speeds compared to traditional analog systems. This technology marked a significant step towards modern communication, laying the groundwork for future digital networks.

Evaluating POTS for business: Key considerations

Certain limitations have emerged in the context of modern business needs. Let’s explore some of these shortcomings.

Limited scalability

Traditional lines inherently lack scalability, especially when compared to digital alternatives. Expanding a business with a regular phone line means physically installing additional lines for each new connection, which can be both costly and time-consuming.

Lower data capabilities

In an era where high-speed data transfer is crucial, analog lines fall short. They are designed primarily for voice communication and offer limited bandwidth, making them unsuitable for businesses requiring substantial data transmission or high-speed internet access.

Maintenance and infrastructure

The aging infrastructure of POTS networking can lead to higher maintenance costs. As these systems age, finding replacement parts and skilled technicians for repairs becomes increasingly challenging and expensive. This issue is compounded by the communications industry’s shift towards more advanced technologies, leading to a gradual phasing out of old phone systems and services.

Absence of advanced features

POTS lines lack the advanced features that modern VoIP or digital communication systems offer, such as voicemail to email, call forwarding to mobile devices, and video conferencing capabilities.

Is there any alternative to POTS lines?

Yes, VoIP is a great alternative to old-school POTS lines. It’s a way to make phone calls over the internet instead of using traditional phone lines. Simple and cost-effective, VoIP works by sending your voice over as data, just like sending an email.
With VoIP, all you need is a good network connection, and you’re set to make calls. You can use a special VoIP phone, your computer, or even your mobile. It often comes with extra features, such as video calls or messaging, all without the complications of a traditional phone setup.

POTS vs. VoIP

Analysis and conclusion

VoIP technologies work by offering comprehensive communication solutions that are scalable, cost-effective, and integrate seamlessly with other business tools and platforms.
POTS lines serve as a reliable, if not basic, communication method with limited features but are valued for their simplicity and dependability, especially in terms of emergency services and uninterrupted service during power outages.
For businesses prioritizing advanced communication features, data integration, and flexible user management, VoIP would be the preferred choice. Traditional phones may still appeal to those with minimal communication needs or in areas with unreliable connectivity, ensuring essential communication lines remain open. The decision ultimately is based on a business’s specific needs, resources, and goals in their communication strategy.

How much does a POTS system cost?

The cost varies for consumers and businesses, based on numerous factors including the amount of lines, features, and usage.

For consumers

Individual consumers typically pay between $20 and $50 per month for a basic analog line. This fee usually includes unlimited local calls, but long-distance calls often incur additional charges that can range from cents to several dollars per minute, depending on the carrier and plan. Additional features like caller ID, voicemail, or call waiting may also add to the monthly bill.

For business

For businesses, the expenses escalate due to the necessity for multiple lines and more sophisticated services. A basic business POTS landline can cost anywhere from $40 to $100 per line each month. When factoring in essential services like multiple extensions, international calling, and directory listings, the total cost can swiftly increase.

In comparison

VoIP solutions typically offer a more cost-efficient and feature-rich alternative. VoIP services can start as low as $20 per line, with bulk or package deals leading to greater savings. Moreover, VoIP services often include a suite of features at no extra cost, which POTS phones usually charge for, such as voicemail-to-email, call forwarding, and advanced call handling features.
The potential savings for both consumers and businesses when switching to VoIP can be significant. Consumers can save up to 40–50% on their phone bills, especially if they make international calls. Businesses, depending on their size and call volume, can expect savings in the range of 30–50% annually. Additionally, the reduced need for hardware maintenance and the ease of scaling as the business grows contribute to long-term cost efficiency, making VoIP an attractive alternative to traditional POTS phone lines for cost-conscious users.

Who uses Plain Old Telephone Service?

Historically, POTS service was the standard for:

• Residential users: For in-home personal communication.
• Small businesses: As an affordable and simple solution for business communications.
• Rural areas: Where advanced infrastructure was not available.
• Government institutions: Joined for the reliability of POTS phone system for critical communication.
  In the modern context, the use of POTS system has dwindled but remains in place for:
• Emergency systems: Like elevators and alarm systems, a dedicated line is required.
• Rural communities: Where newer technologies have yet to be fully implemented.
• Older demographics: Individuals who are comfortable with traditional technology and resist change.
• Specific business needs: Where reliability and simplicity outweigh the benefits of more advanced systems.

What should you consider when replacing POTS lines?

When considering the switch from POTS telephone system to more modern solutions, keep the following points in mind:

• Compatibility: Ensure your current equipment, like fax machines, alarm systems, and modems, will work with the new technology.
• Cost: Evaluate the upfront costs of new equipment and potential savings on monthly bills.
• Reliability: Assess the dependability of the new service, especially in power outages or emergencies.
• Features: Consider the additional functionalities you’ll gain, such as voicemail-to-email, and if they align with your needs.
• Transition: Plan for a smooth transition without disrupting business operations, which may include a phased approach or temporary call-forwarding arrangements.

Upgrade from your old phone lines to a modern communication system

Transitioning from old phone lines to modern communication solutions offers unmatched flexibility and scalability for businesses looking to grow and adapt in the digital age. Not only does it simplify infrastructure, but it also provides a suite of advanced features to enhance customer interaction and support remote work dynamics.
Consider MightyCall’s services for a powerful upgrade. Our VoIP system is designed to integrate effortlessly with your business, providing reliability, cost-efficiency, and a multitude of features made for your specific operational needs. Embrace the future of communication with confidence, and let us improve your company’s connectivity.

The post POTS Lines: How Plain Old Telephone Service Works? 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.

As a growing business, you are going to need the ability to have multiple incoming callers – along with the ability to have your employees speaking at the same time. With a multi-line phone system, you can ensure that you never run into difficulties on either of those fronts.

Here, we will be illustrating how a multi-line office phone works, how you can set it up, and what it can do for you, your employees, your business, and your clients.

• What is a multi-line phone system?;
• Types of multi-line phone systems;
• Traditional vs cloud multi-line phone systems: what is the difference?;
• How do multi-line phone systems work?;
• How to set up a multi-line phone system;
• How many phone lines does your business need?;
• Must-have multi-line phone system features to look for;
• Benefits of a multi-line phone system;
• Multi-line phone systems can revolutionize how you do business.

What is a multi-line phone system?

A multi-line phone system allows you to have two or more calls going at the same time. This does not mean you have an office phone in one hand and a smartphone in another (though, we guess you technically could). Rather, it means that the system your business uses allows for more than one call to be going in or out.

Types of multi-line phone systems

When it comes to multi-line phones, there are of course multiple types. In this case, there are two: traditional and VoIP multi-line phone systems. The differences are stark, and picking the right option for your business is an incredibly important decision. Below you will find what makes each of these systems unique:

Traditional multi-line phone systems

Traditional systems involve physically connected phones, oftentimes desk phones, to a single “box.” Such systems can be called PBX systems, but they are almost all on-premises multi-line phone systems. These are useful for those who have a business which solely operates in one location in which all the employees work.

VoIP multi-line phone systems

On the other hand, newer VoIP systems are less focused on physical connectivity. They still put a premium on connecting your telephones of course, but here it works online, through the internet.

These systems are therefore great for those who have widespread or rapidly growing and shrinking companies.

Traditional vs cloud multi-line phone systems: what is the difference?

How do multi-line phone systems work?

So you understand what the difference between two types of multi-line phone systems is, but how do they actually work? Do they use a switchboard? Do you have to crank a generator? It can be hard to imagine how all the pieces come together in your head. Which is why we have the following sections to do it for you! Read on to find out how these telephone systems work:

Traditional

For our purposes, there are two types of systems for your phone of the traditional variety. The first you likely would never consider for your office: it’s the old landline with two-line functionality, the kind which was extremely popular in the 1990s (it was so newfound that Seinfeld even parodied it). However, unless you operate very old school or are a solo entrepreneur, you likely will not be considering this type of system.

You will, however, possibly be considering a PBX. As we mentioned before, the PBX (which stands for “Private Branch Exchange”) operates as a “box.” But how does it actually work?

All the phones in an area are connected to this box via wires. They are plugged into the box, in a literal sense. The box then routes calls and allows for features like call waiting, call recording, or otherwise.

Lines on these are limited to however many the central box can take, but all of them have multiple lines.

VoIP

As opposed to PBX are VoIP systems. Also called cloud phone systems, these systems use the internet, as mentioned above.

Here’s how they work: someone on one end starts a VoIP call. They then speak into the receiver (be it a computer or a phone or otherwise) and the data is then turned into digital “packets,” which are then broken up and transferred over the internet. When they get to the person on the other end of the line, they are reassembled and then produced as sound This of course happens rapidly- within a second and oftentimes less (or else phone calls would effectively be impossible due to lag).

Lines and phone extensions here are effectively only limited by what your subscription service allows – some services allow truly huge amounts of lines.

How to set up a multi-line phone system

If you decide to go with a desk phone system, you probably have to call the company you have decided to go with. You will not be able to set up such a multi-line telephone system on your own; you will likely need help from a technician affiliated with the company. This is because the technology is old, but often impenetrable (and, because you are likely renting it, the company probably does not want you messing with it all that much).

But if you go with a more modern option, the process is significantly easier and will almost certainly not require anyone’s help. While the different VoIP phone systems are all slightly different in terms of how they are set up, the process is usually relatively similar:

1. Choose your provider/service: The provider you pick can be based on your needs, like the features or flexibility you require.
2. Pick your business phone number: Do you want a toll-free number? A local number? MightyCall provides both.
3. Pick your plan: Do you want a plan focused on only smaller businesses? Are you a call center, and need a plan which can cover lots and lots of agents?
4. Finish up: If you’re porting a number over, that will require its own steps. Otherwise, follow the final instructions, dot your i’s and cross your t’s, and you will be all set!

How many phone lines does your business need?

This may be a more difficult question to answer than it seems at first. To be able to figure out how many phone lines you actually need, it will depend upon three things:

• how many people you have now,
• how many people you think you’ll need in the future,
• how many calls you think you will be receiving.

The answers to the questions above help you understand if you need solutions with multiple phone lines or if a single-line one is enough.

2-line phone systems

A two-line phone system is extremely common, but also extremely basic. You probably would need something like this if you run a very small business, like a small flower shop or even a very small personal accounting firm.

4-line phone systems

Here, we get a little busier. Maybe your accounting firm is not so small after all, and you need to have a decent operation going. Maybe you run a small customer service department. Either way, four phone lines is not nothing; but it’s also awkwardly between small and large. If you happen to grow or shrink, having only four phone lines could mean that some become redundant – or alternatively, are not enough.

6+-line phone systems

These are the larger business phone systems with lots of phones. Six or more phone lines can include things like booming bustling businesses and call centers. Phone systems that use multiple lines like these, especially when wired, can be extremely complex. Unfortunately, adding new numbers or phones is not always so easy.

Flexible solutions

The alternative to all of these are flexible VoIP solutions, you do not need to worry about your business growing or shrinking – your service can grow or shrink with you. A virtual phone system with multiple lines can oftentimes easily add new lines or shed those phone lines which are unnecessary. They can take into account cell phones as well as laptops and computers – even tablets!

All of the above businesses and more could make use of this type of service.

Must-have multi-line phone system features to look for

Digital phone systems often provide users with tons of features. While older models like PBX will have basic features, newer digital multi-line phone systems will have even more advanced features which can really beef up your business.

Basic features

• Caller ID: When it comes to basic, it does not get more basic than this. Whether you have multiple lines or one line, caller ID has been a staple of business phone systems for generations.
• Call recording: While this feature has not been popularly around as long as caller ID, this is still a truly important feature when it comes to businesses. Being able to record calls helps you remember things more easily, helps you train your employees, and helps protect you from frivolous lawsuits.
• Transferring calls: If you have worked in an office, you have encountered this feature. Being able to transfer calls from one phone to the next is incredibly important (otherwise you get to play a fun game of hot potato with a single phone).
• Hold: Putting a call on hold is likewise ubiquitous for any multi-line business phone system.
• SMS: Being able to send texts from your cloud-based software is only possible on…well, cloud based software!
• Basic auto attendant: A basic auto attendant may allow callers to hear a pre-recorded message, and perhaps they will be asked to hold.

Advanced features

• • Virtual Voicemail: Being able to have your voicemails automatically transcribed and sent to your email makes things far, far easier – and is only possible with modern technology.
  • Multi-level IVR: This is the more advanced variant of the auto attendant. Here, callers can be sent on very specific paths depending on what/how they input – and it is possible that they may get their questions totally answered before they speak to any actual agent.

• • Call barging: Modern phone systems allow managers to “barge” into calls – meaning that they enter a call while it is ongoing.
  • Call whisper: If managers do not want to be so intrusive, newer multi-line business phone services allow them to also “whisper” in a call, meaning that the manager can speak to the agent without the person on the other end knowing.
  • Flexible call routing: Older systems have call routing, that’s true. But that is often a cumbersome process involving difficult-to-understand menus and likely requires the help of a technician. With VoIP multi-line telephones, you can change your “routes” whenever you want, at the click of a button.

• Automatic Call Distribution (ACD): The feature allows incoming calls to be efficiently and automatically distributed to the appropriate agent or department within an organization. This feature helps improve customer service by reducing call waiting times, ensuring calls are directed to the right person.

Benefits of a multi-line phone system

There are lots of reasons to get multi-line phones for your office. While we have already outlined the features and potential, there are even more reasons you may not yet have thought of. Here are just a few:

Multiple lines for multiple people

Is your business growing rapidly? Then you may need to start thinking about getting more lines. We are not saying you necessarily need one line per customer – your business model may simply not require that. But if you have a lot of calls going in and out and you have multiple employees, it just makes sense to have a multi-line phone system.

It’s cheaper

Let’s be blunt here: when running a business, it helps to save costs where you can. It doubly helps to save costs if you can still be getting a quality product or service. That’s where digital business phones come in. As opposed to having to rent tons of physical equipment, you can use the equipment you already have (cell phones, laptops, etc.) and only have to use a subscription, which–for a good service–can run very cheap (MightyCall’s lowest price is only $15 a month!).

Does more than just a phone call

A key part of running a business is, as we just said, saving costs where you can. But another key aspect is being able to get the most out of the products you use. When it comes to multi-line business phones, that means being able to do more than just call. Think about it: if your computer could only send emails, then it would not be all that useful, right? It’d be silly to restrict yourself to a computer which could do one thing. So why restrict yourself to a phone which can only do one thing?

Multi-line phone systems can revolutionize how you do business

Getting the right business phone can be a tough decision, but it’s an important one. Switching phone companies constantly can be a pain, so you want to make sure to get it right. So consider what you want to use it for: Do you just want to talk? Or do you want to do a lot more?

Choosing a multi-line phone system can increase your potential for growth. It can help you stay in contact with your customers, can help your employees help each other, and can help you help your employees.

Put simply, the features that award-winning multi-line phone providers like MightyCall offer can make your business better.

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