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The Phone Stages of Grief - MAP Communications - ContactCenterWorld.com Blog

The Phone Stages of Grief

A small business owner’s path to realizing they need an answering service is one walked by many. That journey is described by the Phone Stages of Grief.

Running a small business can be stressful. If you aren’t busy worrying about whether you are making money, you are hustling to make sure your meeting deadlines, catching up on emails, paying your bills, balancing your books… the list goes on and on. Just making sure you are keeping focused and staying on track is an effort all its own. Unexpected calls are notorious for their ability to steal away focus and productivity, turning what would have been a solid day’s work into a day you look back on and wonder where your time went.

Small business owners go round and round trying to find a balance between constantly being available to customer calls and staying on top of all the other responsibilities. After testing a variety of possible solutions, owners who finally make the decision to use an industry leading call center service often never look back. However, we have noticed that the struggle owners go through before finding this relief seems to looks the same from one business to another. In fact, the process owners from different businesses go through is so similar, we decided to construct a guide to what they go through based on their experiences to help other businesses understand that they aren’t alone and that there is a solution.

The Phone Stages Of Grief

1.) Denial: It can be hard to acknowledge you need help. In the beginning, you may find yourself feeling like you can do it all on your own. In fact, you probably have even said things like:

“My team and I can handle all the calls ourselves.”

“Customers don’t really need to get in touch with us outside of business hours.”

“I am sure customers don’t mind hearing the phone ring and ring and ring, leaving a message on my voicemail, or being put on hold if we aren’t available to help them.”

There’s nothing wrong with spending some time in the beginning business phases to feel out the scope of how much time energy and effort it takes to manage your calls. Be careful not to let yourself get stuck here, though. You are running a business where your unique time and talents shouldn’t be tied up in doing this balancing act. To be successful, your business should grow and mature. The sooner you get past this step, the more prepared you will be for future success.

2.) Anger: Once business starts picking up, it won’t take long for phone calls to start exposing holes in processes or highlighting where your limits are. This can quickly become frustrating. At this point, you might find yourself saying things like:

“Customer issues keep slipping through the cracks!”

“I feel like I can never get ahead!”

“Why can’t this be easier?!”

“Every time I feel like I am making progress on a mission-critical task that will aid the growth of my business, I get interrupted by another phone call and completely lose track of what I was doing!”

Frustration is a great indication that it is time to make a change. Your business and your customers deserve a dedicated resource that can give calls the time and attention they deserve without coming at the cost of your own productivity.

3.) Bargaining: The time has come for you to pick a solution to your phone problem. You’ve stalled as long as you could, but it is clear that you can’t keep this up for much longer before you start dropping the ball in one area or another. In your rush to find instant relief, you are probably considering taking on the deep expense of hiring an employee. You might even catch yourself saying things like:

“Hiring another employee is kind of expensive, but I can’t keep missing phone calls.”

“Maybe I can find enough work for a new employee to do between calls.”

“I am sure I will find someone who won’t take too much time to train and who can service enough customers and be enough of a self-starter to be worth the financial and time investment I will have to put in upfront.”

It is easy to find yourself looking for the quickest way to find relief when you are under pressure. When problems come to a head and surface like this, it is important to take a step back and consider your options carefully. Your mission should be to find a proven, sustainable and cost-effective solution rather than a quick fix.

4.) Depression: Like many businesses before your time, you decide to hire an employee. It seems like a fair, familiar and sound choice to make given the current demands of your business. Unfortunately, it doesn’t work out as smoothly as you’d imagined:

“It’d be nice if my new employee didn’t need new office equipment, take time to use the bathroom, or eat lunch, or need medical benefits.”

“If I wasn’t spending tens of thousands of dollars on an extra employee every year, I could be putting that money towards my exciting new idea for the business.”

I wasted weeks of time and thousands of dollars on training my employee and after the first 2 months they quit on me and now I have to start all over.”

Employees are usually the highest impact on a company’s budget; from their base pay, to employee taxes, workers comp, benefits, etc. Worse than that, when you have to let them go or they decide to leave, they take whatever investments in training you made with them. This can cost you dearly in resources that took your business a considerable amount of time to build up.

5.) Acceptance: It is time to seek a better option. The common answer of hiring an employee is costly and unreliable. You need a solution that is flexible and can scale with your demands. You’ve decided your business deserves better:

“I have to find a reliable service that can meet the requirements of my company and my customers at an affordable cost.”

Once you’ve decided to make customer service a priority that deserves a dedicated, cost effective resource with a proven track record, your only answer is to find yourself a call center. The problem is, not all call centers are created equal. You need an answering service for small businesses that stands out from the competition so you can do the same.

MAP Communications has provided industry leading answering services and call center support solutions to businesses from virtually every industry for over 25 years. With a proprietary call handling platform, live virtual receptionists available 24/7, and an unmatched support team that will help you get started and assist with the set up your customer support script, your business couldn’t be in better hands. Now, freeing yourself from the Phone Stages of Grief and stepping aboard is easier than ever with a one-week free trial. Give us a call and start your free trial today.

Here are some related articles you might be interested in:

5 Tips to Grow Your Small Business

How to Maintain a Small Business with MAP Communications

How an Answering Service 7-Day Free Trial Can Change Your Business

Source: https://www.mapcommunications.com/blog/phone-stages-grief/

Publish Date: June 29, 2017 5:00 AM


2021 Buyers Guide Cloud Contact Center Solutions

Page: 123
1.) 
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105


2.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
PH: +16822766838

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
PH: 1-888-547-2481

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
PH: 01483 242526

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199

10.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)
PH: 8005771872

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
PH: 888-276-1370

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
PH: +27 73 485 8072 / +27 61 192 680

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)
PH: (+61) 406 501 368

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.
PH: 888-456-5454

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764
 
Page: 123



View more from MAP Communications

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