Vaspian - ContactCenterWorld.com Blog
The internet has changed the way that many companies do business. Customers no longer have to call businesses for every little thing, as they can order products, troubleshoot problems, and carry out many other tasks online as opposed to calling a business directly. But that doesn’t mean that businesses should move away from encouraging customers to call them if they need help with something or just feel more comfortable speaking with someone about an order they are going to place.
The truth is that, for as advanced as the internet has become, human interaction is still a vital part of running a successful business.
A study done by Invoca showed that about 33 percent of all smartphone owners say they use their devices at least five times every day to call businesses, family, and friends. By comparison, the same study showed that just 20 percent of people say they use their smartphones for emailing. This illustrates how important it is for businesses to continue to use phone communications moving forward. While it might feel like people are moving away from calling companies, the opposite is actually true. Many people still prefer to call a business as opposed to emailing them or filling out a form online when it comes to communicating with them.
There are many reasons for this. One is that it’s still not super convenient to fill out longer forms or place orders using a smartphone or even a tablet. People might be up for using an app to order a pizza, but if they have questions about an order they’re placing or if they just don’t have the time to sit and scroll through a long form on their small screen, they will more than likely opt to call a business instead. There are also certain tasks that people just don’t feel comfortable doing online. For example, if they are applying for a mortgage, most people would much rather speak with an expert on the phone than click back and forth between web browsers. It makes human interaction a necessity for many businesses.
Does your business currently offer people the opportunity to reach out to a human representative for assistance? If you aren’t happy with the options you’re providing now, let Vaspian show you some solutions for it. We can help you stay connected with your customers at all times. Call us at 855-827-7426 today to hear more about our products and services!
Publish Date: November 27, 2017 5:00 AM
With a Vaspian phone, you have a full service, end-to-end cloud-based communications system, capable of managing every aspect of your office’s communications, both internally and externally. But how exactly do you use it? Here is a simple guide to get you started.
Make a call
Making a call is very easy and straightforward with a Vaspian phone. To make external calls, dial a number specified by your company to get an outside line (usually 8 or 9), then simply dial the number of the party you are trying to reach. The button next to the line will light up green when the call is active. Hit the red hold button to place the call on hold; the line will then flash red to indicate the hold. If you need to make another call while keeping the current call on hold, simply press another line button and make an additional call without disconnecting the original call.
To transfer a call, simply hit the button next to the word “Transfer” toward the top of the menu screen, and then dial the extension of the party you wish to transfer the call to. Vaspian phones will always do a “supervised transfer,” which means you will be able to talk to the person you want to transfer the call to before actually doing so. Complete the transfer by pressing the transfer button again or simply hanging up the call. You can also transfer to an external number by hitting the transfer button, dialing the number for an outside line, and then dialing the party’s number.
To set up a conference call, make your first call and then select a second line to make your next call. Once you’ve connected to that second number, press the button next to the word “Conference” on the menu screen. When the lines are successfully connected, the screen will read 3-Way Call at the top and bottom of the screen.
Be sure to check out our phone training YouTube tutorial and browse our previous webinars to improve your telecommunication skills! To get setup with a Vaspian phone service or to learn more about or products, contact us today!
Publish Date: November 14, 2017 5:00 AM
It’s just about impossible to run a successful business in 2017 without relying on conference calling. While it would be great to get everyone from your company together in one room to talk during meetings, it’s not always practical or feasible to do that. Therefore, you should turn to conference calling to get everyone on the same page during your next meeting. Here are some ways conference calling will prove to be an asset to your business:
It will allow you to arrange meetings on a whim
There are times when you need to call an important meeting with little to no notice. Conference calling makes this possible because it only takes a few seconds to have everyone patch into a conference call. You can invite as many people as you want to join the call, and you won’t need to jump through any hoops to do it. Conference calling has never been easier than it is today.
It will cut the costs associated with getting everyone together in person
It can be incredibly expensive to get all of your employees together to meet in person. In many cases, you might have employees who work hundreds and even thousands of miles away. Rather than flying them to your office or making other accommodations to get them to visit you, you can simply have them use conference calling to listen in on a meeting. It will end up saving you a significant amount of money in both the short and long term.
It will encourage communication and dialogue among your employees
Your employees probably spend their days emailing and chatting online. But when you force them to actually speak to one another, it will promote healthy communication and get great ideas flowing. With conference calling, you can put your employees in a position to talk regularly, which will benefit your entire business in the end.
If your business isn’t taking full advantage of conference calling right now, you should make it a point to do it moving forward. Vaspian can provide you with conference calling solutions that really work. Call us at 1-855-827-7426 today to find out how conference calling can benefit you!
Publish Date: November 9, 2017 5:00 AM
Telephones are among the most important tools for any business. Even as social media platforms, email and other digital communication tools become more prevalent, picking up the phone is still the best way to make a personal, voice-based connection with clients, customers and coworkers. Since the first telephone line was created in the late 19th century, people worldwide have considered it indispensable to their commercial activities. Read on to learn more about why phones remain vital in our digital business landscape.
You’re more likely to get an immediate response
With digital forms of communication, like texting or email, you might find yourself waiting longer than you’d like for a response. However, when you get someone on the phone, you can do business right then and there.
The conversation will feel more personal
When you talk on the phone, your listener can hear nuances in your tone, and may even be able to pick up on subtle cues like your body language and whether or not you’re smiling. Unlike digital communication, which leaves out nonverbal cues, your listener is more likely to know exactly what you mean.
It brings people together
Do you have one team member in New York, another in Tokyo and another in London? A conference call can bring everyone together for a fraction of the cost of an in-person meeting.
If your company is in the market for a new phone system, check out Vaspian. We’re proud to offer innovative, reliable cloud-based phone systems for all types of businesses. Give us a call at 1-855-827-7426 today to find out more about how our phone systems can serve your company.
Publish Date: November 3, 2017 5:00 AM
If you are a legal professional, you understand that information accuracy and security are of paramount importance to the success of your firm. The benefits that call recording and monitoring services can provide you are innumerable.
Enhance Team Performance
In the industry you work in, a solid support team consisting of people who know their function within your firm is essential. With call recording, management at your firm can provide quality feedback to your associates, evaluate legal assistants’ understanding of each call, help them to give better direction to each client, and coach them on the importance of maintaining empathy within a professional context.
While annotating is important, it certainly isn’t the most reliable medium of documentation. Information can get lost during a conversation with a client if you aren’t writing fast enough or retaining every detail. Call recording allows your associates to revisit discussions in their entirety and ensure that they are getting all the facts.
Protect Your Firm from Complaints
Call recording is a fact-checking tool utilized by many law practices to secure accuracy of information. It helps to protect your associates by reducing the risk of liability, and it’s beneficial to the client as well. Maintaining a call history allows your firm to be on the receiving end of better feedback. Most complaints start as informal or off-hand remarks, whether it is about how a matter was handled or a question about legal advice. Call recording allows you to accurately trace your calls, pinpoint the source of the problem, and work efficiently to resolve it before it snowballs into a more formal complaint.
Vaspian offers call recording services that are concise, customizable, and exponentially beneficial. As the largest hosted telephony provider in Upstate NY, we work to optimize your business in the best ways possible by providing top-notch telephone technology and solutions!
Publish Date: October 2, 2017 5:00 AM
Every so often, it’s a good idea to assess your company’s phone system to determine whether it’s still meeting your needs. An up-to-date, effective phone system is a key ingredient for a successful business. How do you know whether your business needs a new phone system? Read on for some handy guidelines.
It’s too old
Your phone system may still be working fine after a decade or two, but does the manufacturer still make replacement parts? Do they offer technical support? It pays to do your research before your phone system starts to break down. Find out whether your phone system is technical obsolete, and replace it if it is.
It’s moving day
Transporting and re-installing your old phone system can cost 20-40% as much as installing a new system – which you’ll eventually have to do anyway, as your system becomes obsolete. An added benefit: your new location will come with the latest developments in modern phone service.
Your business is growing
A growing business means more daily calls, which can lead to an overloaded phone system. Older systems have a maximum number of supported devices, such as phones and fax machines. Newer systems make it much easier to add users as your business grows.
If your company needs a new phone system, there’s no better place to get one than Vaspian. We offer innovative, reliable cloud-based phone systems for businesses of all sizes. Call 1-855-VASPIAN today to find out more about what we can do for your company!
Publish Date: September 29, 2017 5:00 AM
If you are in a line of work where telephone communication is the bulk of your business, it’s important to be mindful of some tips and tricks that can help you gain leverage in dealing with dropped calls or customers who are difficult to hear.
If you are having a hard time hearing your caller, you can politely ask them to repeat themselves. Try not to ever use slang words or lazy language. Instead, say things like, “Ma’am, we seem to have a poor connection. Can you please speak up?” and never blame the customer for a faulty connection.
If you’re worried whether the caller can hear you, try a teach-back method, a popular method used among medical professionals. Ask them to recite the information you gave them at the end of the call in a friendly way and emphasize your willingness to help! Next, always maintain your pitch. High pitches are harder to hear, especially for older people. Don’t raise your own, rather, lower it and speak more clearly and loudly.
Control Outside Noise
Maybe you work in a busy call center or office, and you sit next to a co-worker who loves to crunch and munch loudly. Don’t be afraid to politely ask those around you to lower the noise level for the duration of your call. They will understand that you have a job to do and will know to expect the same courtesy in return.
When You Can’t Save a Call
Sometimes we’ve done all we can and a call still isn’t salvageable. It’s okay in this case to put the customer on hold to adjust the headset or phone and be sure to let them know why you are putting them on hold. State that it will only be for a minute and thank them for their patience.
You can also try calling back at an alternative number, or ask if they prefer to be contacted by email. Be understanding and courteous; they will remember your positive attitude the next time they call.
Vaspian provides connectivity solutions for your small business or large firm. Never have trouble hearing a call again with our innovative service options! Contact us today at 1-855-827-7426 with any questions you may have.
Publish Date: September 28, 2017 5:00 AM
Did you know that in 1878 a woman named Emma Nutt made history and all she did was pick up the phone? She didn’t just connect calls and answer customers’ questions, she helped bring in a new era of telecommunications and create a new job field for women because of her soothing voice.
Telephone operators used to be rude teenage boys until Alexander Graham Bell heard a woman’s voice…
Boy operators were common and often made jokes, conducted wrestling matches on the job and shouted “ahoy!” into the phones when they answered, which was preferred by Alexander Graham Bell himself. Edward Holmes, the owner of a bustling home security company, quickly realized that his immature boy employees were endangering his business.
Unlike the male employees, Emma Nutt was patient and polite on the phone. She used a voice that was soothing and cultured and she navigated with ease. Many other companies saw the benefit of having a female operator and began to hire more women instead of men. By the turn of the 20th century, more and more single women were joining the workforce. Married women were expected to be responsible for duties at home so most companies only hired single women.
Working in the telephone industry was highly looked upon, since many jobs were in a factory or sweatshop setting. Women looked at telecommunications as a way to achieve class mobility and were passionate, which made telephone companies abandon male labor and opt for women’s work.
However, not every woman got a job. As voices became more and more important, operators often had to take lessons and elocution classes to ensure they sounded poised on the phone. Any woman with an accent of any kind most likely didn’t get hired as an operator.
Emma Nutt set the tone for what was to come with her friendly voice one call at a time and she truly created the era of telecommunications. If you’re looking for a phone service provider who is a leader in the industry and an innovator in the field, contact Vaspian today!
Publish Date: September 7, 2017 5:00 AM
As we all know, the main goal of any business is to make money, however, in order to make revenue, business leaders must listen to their customers and understand their needs instead of focusing too much on service or the product they provide.
There is nothing more effective for improving the quality of your products or service than listening to your customers, so how can you listen more?
Overcome the fear
As the saying goes, the truth is already out there, you just may not what to face it. Customers and sometimes employees know when there are problems, issues or concerns. What many business leaders don’t understand is that customers can see the symptoms of poor leadership, processes or quality. Although the customer may not always be able to give the exact reason of the problem they can pinpoint the symptoms.
Ask for customer feedback
Instead of just assuming your customers are pleased with their experience, consider sending them an email survey or making phone calls to collect their reactions. You could also conduct an internet survey through Survey Monkey or Zoomerang for a small cost. Read through the surveys or listen to their comments, reflect and make positive adjustments. Ask yourself, what seems to be working? What doesn’t?
Another step is to ask your employees about their observations of customer’s reactions. On a regular basis, try to ask them what they are experiencing and discuss solutions and action plans for improvement.
If you are a business leader or owner, listen to your customers opinions so you don’t lose that precious connection with them that creates a smooth experience. When trying to reach out to your customers, use Vaspian phone services. Give us a call today at 1-855-827-7426 to learn more about why Vaspian is the ideal phone service for your business!
Publish Date: August 24, 2017 5:00 AM
Call center agents are often the first and last line of defense in maintaining and growing a customer base, which can make or break your business. A negative customer service experience leaves a longer lasting effect than a positive experience, so it is very important that the customer feels good about the interaction they have with someone in your call center.
Here are some of the qualities that make a great call center candidate:
A call center agent will deal with all kinds of people, so the agent must maintain a calm, collected, and pleasant demeanor no matter what the situation is. People are often calling to address issues that they are having with an item they purchased, which can be very stressful to deal with. If an agent responds optimistically, assuring the customer that the problem can be resolved, the customer will be more likely to view the solution as painless and thus will be happier with his or her overall experience.
Often when an issue arises, customers will be flustered and unsure what is going wrong. In those instances, it is critical to be as clear as possible, from word choice to annunciation to volume. When a call agent is able to simply explain something that is overwhelming the customer, that person will feel relieved, which can instantly turn a tense situation into a constructive and reassuring one.
A call agent should know the business inside and out and they should be a quick and creative thinker who can handle high-pressure situations. An agent is likely to receive calls about unexpected issues, or face surprising obstacles during the troubleshooting process. Being able to work through these problems successfully is one of the best ways to ensure that customer will continue doing business with the company.
In order for call center agents to do their job effectively, they need to have the best call center tools and software. Vaspian offers top-of-the-line products and services that are just what your call center needs. Contact us today!
Publish Date: August 11, 2017 5:00 AM
Your employees are critical to your company’s success. Their teamwork, their dedication and their creativity make all the difference. That’s why it’s absolutely vital to recognize your employees.
Acknowledging employees contributes to a positive office culture, encourages employee retention and makes everyone happier to come to work.
Read on to learn more about why employee recognition is so important.
- It’s the carrot, not the stick: Think the best way to motivate your employees to work hard is to make them worry they’ll lose their jobs if they don’t? Think again. A recent study by Glassdoor indicates that fewer than 40 percent of employees would work harder for a demanding boss who makes them feel like their jobs are threatened. On the other hand, more than 80 percent said they’d work harder for a boss who shows appreciation for their work.
- Avoid the revolving door: The same study showed that more than half of workers would be motivated to stay longer at their company if they received more recognition from their bosses. If you want to avoid the costly process of training new employees, it pays to invest in employee recognition for the workers you’ve already got.
Keep in mind that employee recognition doesn’t have to mean money, especially if your budget is tight. An extra vacation day here and there, tickets to a show, a company-sponsored social activity or simply saying thank you are also effective.
Vaspian contributes to a positive office environment by offering innovative and reliable cloud-based phone systems.
Publish Date: June 20, 2017 5:00 AM
Companies across the world rely heavily on receptionists.
Receptionists are constantly preforming a variety of tasks to keep a business running smoothly.
As a receptionist, not only are expected to juggle an assortment of tasks but you are also the first impression of the business to potential customers. With that said, being a solid receptionist requires poise, multi-tasking ability, and clear communication skills.
Here are several things to keep in mind if you’re looking to be a successful receptionist:
Plan Your Day
Start every day off with a to-do list. Before the phone calls come in and a new pile of tasks pop up, create a to-do list to keep you on track. If you have tasks that you aren’t able to complete within the day, write them down before you go so you can conquer them then next morning.
As the day progresses, write everything down. Things will come up sporadically; nevertheless, a good receptionist knows how to stay on the ball. If you commit to writing things down, even if you can’t get to them in that instant, you’ll likely keep better track of everything.
As a receptionist, it’s especially important that you are double checking everything. Whether a client mumbles a number over the phone or states it clearly, you should be repeating it back to them regardless to ensure you have it right. Multitasking is a vital function of a receptionist’s job. It is easy to make errors while multitasking, checking your work will help prevent this.
As a receptionist, it’s important to remain upbeat. Although it can be difficult, you should never bring your personal problems into your work setting. Some receptionist tasks will be menial and tedious, but you should remain a maintaining a positive attitude while doing them. Smile at customers, you are the first face that they see.
Although this is not an obvious tip, it’s important for receptionists to learn how to cut conversations short while remaining as polite as possible. Part of being a dependable receptionist is inevitably getting wrapped up in lengthy conversations. Knowing how to graciously exit a conversation is an integral skill for a receptionist.
Looking for an innovative and reliable cloud based phone system for your receptionist? Visit Vaspian today.
Publish Date: June 5, 2017 5:00 AM
More and more companies are starting to interview potential employees through phone interviews.
Phone interviews allow companies to narrow down applicants, allowing them to do schedule minimal in-person interviews, saving them time and effort.
While they can have their challenges, there are many tips on how to have a successful one and set yourself apart from the competition.
Preparation Still Matters
Even though you don’t need to arrive early at a specific location, you still need to be prepared. You should give yourself plenty of time to prepare answers, find a quiet space, set out your resume in front of you, and so forth. Give yourself at least ten minutes before the interview to get settled before the phone rings.
You Should Still Practice
Don’t let the lack of a face to face interaction fool you. A phone interview is just as important and you still need to practice beforehand. Before the real thing, set up some time for a practice interview where you can rehearse your responses. Make sure to record yourself so you can listen back, hear how you sound, and make necessary changes.
Prepare a Cheat Sheet
The downside of an in-person interview is that you essentially have to memorize any of the important points that you hope to make during the meeting. With a phone interview, you can easily keep a cheat sheet with you with answers you’d like to use and points you hope to make. Just make sure that you don’t sound too rehearsed, as if you’re reading out of a text book.
Send Thank You Notes
When you are done with the interview, secure a good impression by sending a thank you note. You won’t be making any kind of physical impression, so a thank you note can help you stand out.
Starting to host phone interviews and looking for an innovative and reliable and cloud based phone system? Contact Vaspian today.
Publish Date: May 17, 2017 5:00 AM
Every touchpoint you have with a customer is a unique opportunity to make it meaningful, and phone calls are no different.
Upselling is one such way to make this conversation pay off far beyond the time of the call. This skill should be developed and refined in your employees.
When conducting business over the phone, there is an art to finding a balance of upselling and not coming off as too pushy.
So, don’t let an opportunity to strategically upsell your customers pass you or your employees by without seizing it.
Here are some easy-to-follow tips on how you can upsell customers over the phone.
- One great strategy to successfully upsell a product or service is tying it back to the customer’s original needs or purchase. Relevancy is the name of the game in upselling, so make sure to upsell products or services that either add-on to the original purchase, improve upon it or it could be grouped with.
- Create product offerings with built-in limitations, so that customers essentially have to upsell themselves based on their needs and what’s available.
- Don’t be pushy when upselling. Be strategic with how you present an upsell opportunity and ask for permission to go into details.
- Take yourself out of the equation and focus on your customer’s needs and perspective. Would this product or service genuinely really help them in some way or be a good buy? If so, bring it to the table.
- If possible, allow your customers to try your product or service you are upselling. This gives your customers a chance to be sure this is something they can’t live without.
For more phone tips or information on business phone system needs, visit Vaspian.
Publish Date: May 5, 2017 5:00 AM
Conducting business over the phone can be an art of its own. Sure, anyone can pick up the phone and call a customer, but it’s not as easy to master as one may think.
Using the phone in business requires a certain tact and finesse as the person on the other side of the phone cannot see gestures or facial expressions. Without these visual cues, some things may be lost in translation. So, it is always best to err on the side of caution and follow business phone etiquette.
Even though you may not be meeting face-to-face with a client, you are representing yourself and your company. In fact, a phone call may be a potential customer’s first impression of your business and can make-or-break a sale or deal.
However, as long as you follow proper phone etiquette, you will be one step closer to making the most out of every phone call.
- Be Prepared: Before speaking with someone over the phone, it’s important to do your research. Make sure to have a pen and paper handy as well as any other relevant documents, figures or info.
- Identify Yourself & Others: At the beginning of every call, identify yourself with your full name. When relevant, also include your title and business affiliation. If multiple people are on the call, be transparent and identify those individuals listening in.
- Pick Your Surroundings Carefully: When making phone calls, make sure you find a location with limited background noise as this can come off as unprofessional and distracting. If you do not have an office with a door that shuts, consider moving to a conference room if your area in the office is noisy.
- Greet Callers: When you receive a phone call on a work line, it’s important to identify yourself and greet callers appropriately. For example, you can say: “Hi, you’ve reached So and So Business. John Smith speaking. How can I help you?”
- Volume Matters: Whether you tend to speak more softly or more loudly than most, it’s important to keep the volume you’re speaking in during business calls in mind to ensure you are heard clearly.
- Be Concise: In today’s society, people are busier than ever. It’s important when making calls to be as concise as possible and to get to the point quickly. Avoid rambling. If you need to leave a voicemail, limit yourself to the most important aspects, like name, business affiliation, contact number and the reason why you are calling.
Looking to get an innovative and reliable cloud based phone system into your business? Visit Vaspian.
Publish Date: April 5, 2017 5:00 AM