Here are just a few reasons as to why we think this should be the case.

Balancing work and personal life from home

So I’m going to be honest here, organization is something I struggle with. It takes a conscious effort for me to stay organized. I know for some folks it comes naturally, and for some others…well, you are like me. And I don’t necessarily just mean in terms of keeping your desk neat and tidy- I mean with life.

What does this all have to do with working from home? Well let’s face facts: it’s easier to do things when everything is in one place. Being able to walk across your house or into the next room of your apartment, sit down, and bang out whatever work you have to do is infinitely easier than having to have all of your working materials at…well, work.

Plus, now that it’s 2020, there are plenty of ways for you to actually make working from home work for you. As we said above, before the advent of the internet this would have been basically impossible. But now, companies have moved forward; the advent of telephony services like MightyCall make it possible to essentially conduct all of your business from afar, without losing any of the ability to work you would have otherwise had if you were at your office.

Saving time: the hidden benefit of home offices

So there’s something else about working from home which is not often talked about, at least not by your boss (or, if you are your own boss, it’s something you may not even admit to yourself): working from home is just…easier. And it’s not lazy to admit that! It just IS easier. For example, here’s how the normal 9 to 5 job works: you wake up at 7:30, sleep your way through breakfast, drive to work, and then sit at your desk for 8 hours.

You might not actually need to be there for all 8 hours—I think anyone who has worked in an office can tell you that you definitely don’t need to be there for all of those 8 hours—but you have to be there nonetheless. Then, you’ll drive home, cook dinner, and watch a show or read a book for a bit before going home. If you have any social events during the week, they’re usually crushed in and guarantee you can’t get any chores done, meaning that you’ll get to spend one of two weekend days cleaning your toilets. If you have kids, it means that for a majority of the week, you won’t get to see them.

Here’s working from home: get up at 8, 8:30, casually eat your breakfast. Start working from your other room (or heck, your bedroom) at 9, work for a couple hours, then take a long lunch break without your boss tapping his or her foot waiting for you to come back. Take the time to eat, do a chore, walk the dog; then resume working for a bit more, finish the, say, six hours of work you had, and then you’re done by 3 without having to drive home. Greet your kids for the school bus, and have a nice, longer, and fun night.

What working from home can do is free you from the rigid routine of 9 to 5. With companies that allow you to work from home, and software which lets you take advantage of being allowed to work from home, you actually can break free of the same rules which governed your great grandparents when they were working.

Improving the business strategy with efficiency

This one is frankly, self-evident: no one likes commuting. Even if you do not live on the horror show that is Interstate 405 in by Los Angeles (the one that you always see on the news, profusely clogged with traffic), commuting can still be just…un-fun. Even if your city has effective public transport, unless you happen to live near where you work, you’ll still spend a decent chunk of time commuting to work; the average American spends about 26 minutes. There and back, you’re closing in on nearly an hour of travel.

But when you work from home, your commute is about thirty seconds, depending on how far your work station is from your bed. Plus, as we mentioned above, you can take breaks more easily and aren’t forced to just sit at a desk to please your corporate overlords- so that means when you go outside, it’s because you want to, not because you’re expected to.

Understanding the financial benefits of working remotely

 Americans spend thousands upon thousands of dollars a year commuting to work. That’s a huge chunk of cash! That’s a couple of nice vacations. That’s money that can go to loans, or fixing your roof, or toward a car payment, or can just sit in your wallet instead of going straight into your car’s gas tank.

When you work from home, that massive chunk of change disappears entirely. And you’ll probably end up even saving more: think of all the times you didn’t have time to pack lunch, so you bought something from the cafeteria in your building or ran to the restaurant down the block during your break. All the times you put a couple quarters into the vending machine. That stuff *adds up!*

Meanwhile, working from home barely costs you anything. A business phone system from MightyCall, for example, can cost as cheap as only $19.99 a month! Math was never my strongest of subjects but even I can tell that that’s a heck of a lot cheaper than a couple grand a year in gas alone.

Improving business operations from home

What you have probably picked up at this point is that the current system we have of working is…just not optimal. It is severely lacking. It’s far too expensive, eats up time, and just overall makes no sense whatsoever.

When you work from home, those issues disappear, and you can truly optimize your business from top to bottom. No longer being constrained by physical locations is everything- and with a phone system like MightyCall’s, which effectively turns any internet-connected device into a phone, your opportunities will grow massively. Tired of working in only your house? Spend the day in your local coffeeshop, making calls and great deals over their wi-fi. Need to meet with your colleagues? Hire out a temporary co-working space where you can all get together and share ideas and plans of attack.

Plus, if you are not constrained by physical locations, your employees, don’t have to be either. In the past, if the best possible employee you could hire worked three hours away, that hire wouldn’t have worked out. But transitioning your business away from the 20th-century physical model means essentially that you no longer have to worry about hiring second best. Geographic restraints are a thing of the past.

It’s time to try and work from home

The work environment as we know it has evolved. The embrace of remote working isn’t just a necessity borne out of a crisis; it’s a revelation of a more efficient, balanced, and satisfying way of conducting business. Companies and employees are discovering the profound benefits of this shift, from financial savings to enhanced productivity. It’s clear that the traditional 9 to 5 work model is undergoing a fundamental transformation, and working from home is at the forefront of this change.

The post Turn Your Home Into Your Hub: Working From Home Tips 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 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.

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.

The post Multi-line Phone System Full Guide: What Is It, How It Works & How to Set Up? first appeared on MightyCall.

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

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

What is a call center quality assurance?

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

Why is quality assurance important in a call center?

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

Making sure everything is working as intended

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

Increasing agent success rates

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

Save yourself from legal trouble

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

Seeing what more you could be doing

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

How to measure call center quality assurance?

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

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

How can MightyCall help with call center quality assurance?

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

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

Methods of quality assurance in a call center

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

Operational

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

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

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

Tactical

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

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

Strategic

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

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

How to create a quality assurance framework for a call center

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

1. Make a framework based around your needs

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

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

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

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

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

3. Collect your data

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

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

4. Use your data

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

Call center quality assurance best practices

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

Create QA framework

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

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

Remember the difference between automatically collected data and manual data

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

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

Set correct schedules

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

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

Use call center QA software

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

Call center quality assurance challenges

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

Telling someone they need to improve

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

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

Getting enough quality data

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

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

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

Figuring out why things are going wrong

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

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

Tips to improve call center performance

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

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

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

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

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

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

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

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

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

Why you need these essential call center features

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

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

The list of best call center features

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

25 call center phone system features

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

1. Automatic call distribution (ACD)

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

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

2. Interactive Voice Response (IVR)

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

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

3. Call queue

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

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

4. Call recording

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

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

5. Call monitoring

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

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

6. Agent permissions

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

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

7. Call routing

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

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

8. Call transfer (cold & warm)

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

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

9. Power dialer

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

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

10. Predictive dialer

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

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

11. Call whisper

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

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

12. Call parking

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

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

13. CRM integration

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

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

14. Call center analytics

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

15. Queue callback

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

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

16. Ring group

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

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

17. Call barge

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

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

18. Softphone

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

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

19. Music On Hold

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

MightyCall offers the ability to have your own hold music.

20. Deskphones

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

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

21. Call notes

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

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

22. Three-Way Call

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

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

23. Call intercept

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

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

24. Voicemail to Email

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

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

25. Call log

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

What is a call center system?

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

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

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

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

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

Top call center systems

MightyCall

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

Best for

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

Price

MightyCall has three pricing tiers:

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

What users have to say

4.5 Stars out of 5 on G2

Pros and Cons

Aircall

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

Best for

Aircall is best for small to medium sized businesses.

Price

Aircall has three pricing tiers:

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

What users have to say:

4.3 Stars out of 5 on G2

Pros and Cons

Dialpad

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

Best for

Dialpad is best for call centers.

Price

Dialpad has three pricing tiers:

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

What users have to say

4.4 Stars out of 5 on G2

Pros and Cons

Use strong features of call center for better communications

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

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

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

But with a BPO call center, you can.

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

What is a BPO call center?

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

Types of BPO call centers

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

By call type

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

Inbound BPO call centers

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

Outbound BPO call centers

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

Virtual BPO call centers

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

By reaction type

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

Reactive call centers

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

Proactive call centers

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

What BPO call centers do?

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

Inbound

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

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

Outbound

Outbound BPO call center services can:

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

Virtual

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

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

How MightyCall can help

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

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

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

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

Pros and cons of call center BPO options

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

Pros

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

Cons

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

When to use business process outsourcing for call center activities?

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

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

What businesses should use BPO centers?

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

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

How to integrate a BPO call center into business operations?

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

1. Double-check your numbers

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

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

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

3. Pick a reliable service provider

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

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

4. Make sure they have the information they need

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

5. Figure out the legal situation

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

6. Work on the details of your transition

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

7. Check in with the results

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

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

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

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

• What is a VoIP system?
• What is CRM software?
• What is VoIP CRM integration?
• How does a CRM VoIP integration work?
• How to choose a VoIP for CRM integration
• Best CRM software you can integrate with VoIP
• Top VoIP systems for CRM integration
• How can businesses benefit from integrating VoIP and CRM?
• Things to avoid when thinking about CRM for VoIP integration
• VoIP CRM integration can make your business better

What is a VoIP system?

VoIP phone systems are communication solutions that allow voice calls to be transmitted over the Iternet instead of traditional phone lines. VoIP converts analog voice signals into digital data packets, which are then transmitted over IP networks. This enables businesses to make and receive calls using internet-connected devices such as computers, smartphones, or VoIP-enabled desk phones.

VoIP systems offer cost savings, scalability, flexibility, and a wide range of advanced features compared to traditional phone systems.

What is CRM software?

CRM software refers to Customer Relationship Management tools designed to help businesses manage and nurture their relationships with customers. This software provides a centralized database for storing customer information, tracking interactions, and managing sales, marketing, and customer service activities.

By choosing the right CRM for key tasks, organizations can gain valuable insights into their customer base, improve customer satisfaction, and optimize their sales processes.

What is VoIP CRM integration?

Integrating VoIP and CRM is the process of combining Voice Over IP technology with CRM software to create a seamless communication and data management solution.

A VoIP integration with CRM enables businesses to synchronize their call data, client information, and communication history between the platforms. In other words, this type of integration allows you to use information recorded in your CRM for outbound marketing and high-quality communications with customers and teammates.

How does a CRM VoIP integration work?

CRM VoIP integration involves the coordination of various components to enable smooth communication and data exchange between the services. Here is an overview of how this works:

1. API integration: For starters, both VoIP and CRM must have compatible Application Programming Interfaces (APIs) that allow for data exchange. These APIs establish a connection between the two systems, enabling seamless integration.
2. Data synchronization: Once the API integration is in place, the services synchronize their databases to ensure that customer information, call logs, and communication history are up to date in both systems. By syncing your VoIP phone system with CRM you will be able to get accurate reporting and analysis.
3. Automatic call logging: During incoming and outgoing calls, the CRM system captures call details, including caller ID, call duration, and call outcomes. This information is automatically logged into the CRM platform, eliminating the need for manual data entry.
4. Click-to-call functionality: With integration, users can initiate calls directly from the CRM by clicking on a phone number. This feature streamlines the calling process and reduces the need to switch between applications.
5. Caller information pop-up: When an incoming call is received, the CRM system retrieves customer data associated with the caller ID and displays it in a pop-up window. This allows employees to access relevant customer information and provide personalized service without delay.
6. Call recording and transcription: CRM and VoIP system integration often includes the ability to record calls and transcribe them for future reference. These recordings and transcriptions can be attached to customer records in the Customer Relation Management system, providing a comprehensive view of customer interactions and facilitating quality assurance and training processes.
7. Task automation: Integration enables automation of certain tasks based on call events. For example, after a sales call, the system can automatically create follow-up tasks or schedule appointments in the CRM software, ensuring that important actions are not overlooked.
8. Enhanced reporting and analytics: VoIP & CRM integration enables powerful reporting and analytics capabilities by combining call data with CRM data. Businesses can generate detailed reports on call volume, call duration, conversion rates, and customer satisfaction metrics. These insights help identify trends, evaluate performance, and make data-driven decisions to improve business strategies.

It is important to keep in mind that your CRM capabilities will ultimately depend on the type of CRM that you use and the type of VoIP that you go with as well.

How to choose a VoIP for CRM integration

When selecting a VoIP for CRM integration, you should keep the following factors in mind:

1. Make sure the integration is compatible: Ensure that the service provider you choose offers you to integrate the VoIP system with the CRM you prefer. Check for official integrations or APIs that allow data synchronization and call management within the CRM system.
2. Look for a rich feature set: Evaluate the features offered by the VoIP system, such as call routing, call recording, call analytics, and real-time access to customer information during calls. Choose a system that aligns with your business requirements and enhances your CRM processes.
3. You should be able to scale: Consider the scalability of the VoIP phone system to accommodate your business growth. It should have the capacity to handle increased call volumes and support additional CRM integrations as your business expands.
4. Choose a service with an intuitive interface: Look for a user-friendly VoIP system that simplifies the process of making and receiving calls, accessing CRM data, and managing call activities. Intuitive interfaces and seamless workflows contribute to better user adoption and productivity.
5. Consider a customer support quality: Choose a VoIP provider that offers reliable customer support. Prompt assistance and technical guidance are crucial for resolving any integration issues and ensuring smooth communication operations among your support team.
6. Do not neglect security and compliance: Prioritize a VoIP that provides robust security measures to protect sensitive customer data. Compliance with industry standards, such as GDPR or HIPAA, may be necessary depending on your business requirements.

Best CRM software you can integrate with VoIP

When it comes to integration, several leading CRM solutions offer seamless compatibility and integration options. Here are some of the top platforms offering CRM integration with VoIP:

1. Salesforce

Salesforce is a widely used CRM platform that offers comprehensive features for sales, marketing, and customer service. Its integration capabilities with VoIP systems allow for call tracking, call logging, and real-time data synchronization. Integration with Salesforce is supported by MightyCall.

2. HubSpot

HubSpot is a popular CRM software known for its robust marketing and sales automation capabilities. Integrating HubSpot with VoIP systems enables call tracking, call recording, and automatic call logging, providing valuable insights for sales and marketing teams. MightyCall also supports integration with Hubspot.

3. Zoho CRM

Zoho CRM is a feature-rich CRM platform. With Zoho CRM integration, businesses can automate call logging, track call history, and access customer information during calls, empowering their sales and customer service teams. MightyCall supports integration with Zoho.

 4. Microsoft Dynamics 365

Microsoft Dynamics 365 is a comprehensive CRM solution. It enables businesses to enhance their customer interactions by providing real-time access to customer information, call logs, and call recordings within the CRM platform.

5. SugarCRM

SugarCRM offers flexible CRM solutions that can be easily integrated with phone systems. By integrating SugarCRM with VoIP, businesses can streamline call management, automate call logging, and access customer data during calls, improving their overall customer engagement.

 6. Zendesk

Zendesk is a customer service and support platform. With Zendesk integration, businesses can automatically log customer calls, access call recordings, and leverage customer data to provide personalized support.

7. Freshworks CRM

Freshworks CRM, formerly known as Freshsales, supports service collaboration of VoIP and its CRM software to level up business communication and customer management. It allows businesses to track and log calls, access call recordings, and sync call data with customer records, enabling more efficient sales and customer service processes.

Top VoIP systems for CRM integration

Here are brief reviews of some top virtual phone systems that provide VoIP-CRM integration capabilities:

1. MightyCall

MightyCall is a cloud-based VoIP service that provides comprehensive communication solutions for businesses. It offers integration options with popular CRM platforms like:

• Salesforce
• HubSpot
• Zoho CRM
• Zapier

Best for

Small and medium-sized businesses

Pricing

All prices are per user/month:

• Core: $15
• Pro: $20
• Enterprise: Contact them

Pros & cons

2. Dialpad

Dialpad is a modern cloud communication platform that offers VoIP and CRM integration. It seamlessly integrates with CRM solutions such as:

• Salesforce
• HubSpot
• Zendesk

Best for

Small businesses

Pricing

All prices are per user/month:

• Standard: $15
• Pro: $25
• Enterprise: Contact them

Pros & cons

3. Nextiva

Nextiva is a VoIP service provider that offers integration options to streamline communication and customer relationship management. It integrates with CRM platforms like:

• Salesforce
• Zendesk
• Hubspot

Best for

Small businesses

Pricing

Nextiva’s pricing works differently from the others, since prices are all different depending on the size of your business. If your business is on the smaller side (5-19 employees), the prices are (all per user/month):

• Essential: $21.95
• Professional: $25.95
• Enterprise: $35.95

Pros & cons

4. RingCentral

RingCentral is a cloud communications and collaboration platform that provides VoIP CRM integration. It integrates with popular CRM solutions such as:

• Salesforce
• Microsoft Dynamics 365
• Sales Nexus

Best for

Medium-sized businesses

Pricing

All prices are per user/month:

• Core: $20
• Advanced: $25
• Ultra: $35

Pros & cons

5. JustCall

JustCall is a cloud-based phone system that offers CRM and VoIP integration. It integrates with popular CRM platforms like:

• Salesforce
• HubSpot
• Zapier

Best for

Medium and larger-sized businesses like contact centers

Pricing

All prices are per user/month:

• Standard: $24
• Premium: $48
• Custom: Talk to them to get a quote

Pros & cons

How can businesses benefit from integrating VoIP and CRM?

Businesses can optimize their communication strategies, strengthen customer relationships, and drive growth when they figure out how to integrate VoIP into CRM.

Using VoIP with CRM software brings numerous other benefits that can significantly impact your business operations and customer interactions. Here are some key advantages:

• Enhanced customer experience: You can access comprehensive customer information during calls, enabling personalized interactions and efficient issue resolution. This leads to improved customer satisfaction and loyalty.
• Improved sales efficiency: Integration allows for automatic call logging, eliminating manual data entry and saving valuable time for sales representatives. The ability to initiate calls from the CRM platform and access call records also enhances sales efficiency.
• Streamlined workflows: CRM VoIP integration facilitates seamless data synchronization between the services, eliminating the need for duplicate data entry and ensuring that customer information is consistent across platforms.
• Better sales and marketing insights: By combining call data with CRM analytics, businesses can gain valuable insights into customer behavior, preferences, and buying patterns. This information helps optimize sales and marketing strategies for better results.
• Improved collaboration: VoIP integration fosters collaboration between teams by providing a centralized platform for communication and customer data. This promotes better coordination and enables teams to work together seamlessly.
• Cost savings: VoIP systems are inherently cost-effective, and integration with CRM adds further value by reducing administrative overhead, eliminating manual processes, and optimizing resource utilization.

Things to avoid when thinking about CRM for VoIP integration

With the plethora of VoIP-CRM integrations available, there are not only things to look for – there are also things to look out for. Here are some to keep in mind:

1. Not understanding why you need it: A lot of time, with new technology, people decide they need it just because, instead of figuring out why. And with something like CRMs, which are tailor-made to different needs, just wantonly choosing can be a big mistake.
2. Expecting that one CRM will solve your issues: When picking a CRM, it’s important to remember that while it will help you, you’ll need a lot more than that to succeed. That’s why MightyCall offers so many great features that can give you the tools you need.
3. Changing your strategy: A CRM should be a tool for you to be able to carry out your vision; you should not have to shape your vision to fit a service. There are so many CRMs out there – one will surely be a match for what you want to achieve.
4. Not asking your team what they need: CRMs are supposed to fill a gap in terms of what you can accomplish. But the folks accomplishing that thing–be it sales or customer service–probably know what they need. So ask them! Make sure to bring everyone into the process if it can help you make a better selection.
5. Not taking full advantage of offerings: A CRM may be designed for a given task, but there may be lots of ways that you can use that. Be sure to look up different ways to use your CRM successfully so that you leave nothing crucial on the cutting room floor.

VoIP CRM integration can make your business better

Integrate your VoIP service with your CRM and unlock limitless possibilities. When you run a business, it’s important to leave absolutely nothing on the table. If you have the chance to improve customer communication or teamwork, you should leap at it.

So, what is VoIP CRM integration? It’s something that lets you embrace the power of integration to optimize your communication strategies, strengthen customer relationships, and unlock the full potential of your business.

The post VoIP CRM Integration: How it Works and the Benefits it Brings first appeared on MightyCall.

What is an average handle time (AHT)?

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

Why average handle time is important in call centers?

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

What is a good AHT?

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

How to calculate average handle time

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

Industry standard of average handling time

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

How to reduce average handle time in call center

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

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

Use AHT to improve the customer experience

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

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

What is a first call resolution?

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

Why is the first contact resolution rate important?

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

What affects the FCR?

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

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

How to calculate first call resolution rate?

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

First Call Resolution industry standard

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

Benefits of good first call resolution rate

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

Challenges of improving FCR in call centers

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

FCR rate best practices

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

How to improve First Call Resolution rate?

Enhance agent training

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

Implement robust knowledge management systems

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

Foster collaboration

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

Streamline processes

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

Monitor and analyze call data

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

FCR practices to avoid in call centers

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

Rushing through calls

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

Transferring calls excessively

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

Overpromising and underdelivering

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

Improve customer retention with optimal First Call Resolution

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

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

What is an abandonment rate?

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

What is a call abandonment rate?

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

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

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

How to calculate call abandonment rate

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

The reasons why phone calls are abandoned in call centers

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

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

Industry standard of call center abandon rate

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

What KPIs affect a high abandonment rate in call centers?

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

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

How to Improve Call Abandonment Rate

Optimize call routing

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

Enhance IVR menus

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

Monitor and manage staffing levels

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

Provide self-service options

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

Implement callback options

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

Continuous agent training

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

Measure and track call metrics

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

Enhance technology infrastructure

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

Improve the customer experience by reducing your call abandonment rates

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

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