There are many times you have probably logged into your work email in the morning, and while reading your messages, thought, Wow, that person must be in a bad mood today! This is a common occurrence for employees who use email regularly during the day.
There are some people who simply aren’t as proficient in the language of the internet as they are in face-to-face communication, which often leads to a message lost in translation. Read on for how to smooth out these miscommunications and adjust your tone in email.
It’s easy for your tone to get lost in an email because email doesn’t allow you to provide people with the verbal and visual cues you send out when you’re speaking directly to them. So, when you write something as simple as the word “yep” in an email, it could be interpreted in many different ways, depending on how the person who is reading it feels at that particular time.
Tip: Do not use text language in a business email. Texting is more casual, and when you’re at the workplace, you want to make you preserve a sense of professionalism and diplomacy in your tone. Always spell words out in full, and skip the “LOL”s and “BRB”s; leave those for your lunch break crew.
There are also people who simply aren’t good at conveying the right emotions in email and others who don’t care about how they come off to their coworkers. This laissez-faire attitude toward email communication can be interpreted as carelessness, and if you care about your job, you don’t want to give off that impression!
Tip: Always make sure that you are rereading what you wrote before hitting the “send” button. Sometimes simpler is better, leaving little room for misinterpretation.
To prevent your tone of voice from becoming lost in translation, it is wise to phone-in whenever possible. A brief phone call can clear up any confusion, and when you talk to a person on the phone, you are instantly provided with the verbal cues necessary to having a productive conversation.
Tip: Always ask ahead if someone is free for a phone call. Even if you only speak to your colleague for a minute or two, you will still avoid misinterpretation and gain more clarification, and that’s never a bad thing.
At Vaspian, we are finding that more and more people agree: email makes communication convenient, but can also lead to issues if companies aren’t careful. If you’re looking for a reliable business phone system for your company, contact us today at 1-855-VASPIAN to get started!
Publish Date: May 21, 2021 5:00 AM
While it’s been almost a year since the coronavirus first shut down our offices, many of us are still working from home. What’s more, this trend may continue as more and more businesses realize the benefits of remote working. If you’re a manager, though, you may have found that managing your remote workers is more complicated than it was when everyone was in the office.
Since you’re unable to see and talk with your employees every day, it’s a good idea that you check-in with them regularly. This will give them a chance to ask you any questions, and it’ll give you a chance to see how they’re handling their workload. How often you should have these check-ins should be determined on a case-by-case basis. Some employees may need more supervision than others. However, even if you have very independent and self-sufficient workers, you should still check-in at least once a week.
Problems may arise sometime throughout the work week that can’t wait until your scheduled check-ins. Since workers can’t pop by your office to ask a question, you’ll need to make yourself available in multiple ways. Phone, emails, video chat, and messaging systems should all be made available to your employees. Nevertheless, you should also set expectations. You don’t have to be constantly available, so tell your employees what your work hours will be so that you’re not constantly on-call.
Everyone is going through a tough time right now, and we all have our own challenges. Mental health has become a serious problem during the COVID-19 Pandemic, not to mention many of us are raising kids who are also staying at home. As such, employees may need more help or leniency from their bosses. Always check in on your employees’ emotional and mental health, and try to help out as much as you can if they’re going through a tough time.
At Vaspian, our remote office features can help your business stay connected as more of us work from home. Give us a call at 1-855-827-7426 to learn more.
Publish Date: March 15, 2021 5:00 AM
Ever since the coronavirus was declared a world-wide pandemic, more and more businesses have made their employees work from home. While telecommuting can certainly have its benefits, it can be difficult to start for the first time. Whether your kids are distracting you or you’re having a hard time getting off that couch, here are some ways you can make working from home a little easier:
It can be tempting to sleep in until noon on your first day working from home. After all, you tell yourself, you can just work in the evening, right? While your schedule is much more flexible at home than in the office, it’s still a good idea to stick to your normal routine to ensure that you’re motivated to work. If you don’t, you could end up sleeping in until noon, and only getting a few hours of work each day.
In addition to having a routine, having your own workspace will further motivate you to actually work. It will also help block out distractions, such as TV shows, pets, or kids, that could tempt you away from your next project. If you don’t have a traditional desk, use your dining room table, or really any space that isn’t your bed or couch.
In an office, you’re usually not just sitting at your desk 24/7. You’re getting up, getting coffee, and talking to coworkers. These distractions seem counterintuitive, but they can actually keep your mind fresh by giving you a break from your work every now and then. So, be sure to get up, move around, and even go outside for some fresh air.
Since you can’t just walk over to someone’s desk to ask a question, it’s important to still stay in contact with your coworkers and managers. To do this, you can use messaging apps such as Slack or Microsoft Teams. You can also use a softphone to call your coworkers at any time.
At Vaspian, we provide remote office features that can help your business stay connected during these tough times. Give us a call at 1-855-827-7426 to learn more.
Publish Date: April 21, 2020 5:00 AM
Whenever you hire new employees at your call center, you as a manager will have to take time out of your day to coach them and get them up to speed on what has to be done. After all, not everyone comes into a call center knowing exactly how to do the job. One of the best ways to train them is through monitoring your employees as they go about their work. Here’s why:
For obvious reasons, you want to keep tabs on what your new employees are doing and how they’re performing. However, looking over your employee’s shoulder as they’re working doesn’t always guarantee the best results. “Side jacking,” as this is called, can make people feel self-conscious or intimidated as they’re working, causing them to perform poorly. With live monitoring, however, people are not aware of when you’re keeping tabs on them, so you’ll be able to receive a more realistic view of their work.
Sitting down next your employee and evaluating their work is not only anxiety-inducing for them, but it can also be inconvenient. After all, you have many things that you have to do each day, and something unexpected may pop up during the time when you were supposed to monitor someone. Live monitoring allows you to check in from your own desk, when it’s most convenient for you.
With live call monitoring, it’s much easier to take control when you need to. With features such as whisper, barge, or steal, a manager can find the right way to coach their employee. Whispering, for instance, allows a manager to talk just to the employee without the other person on the line hearing them. This is especially helpful when your employee is on their first few calls and might need some extra help.
At Vaspian, our live call monitoring features can be extremely helpful when coaching new call center employees. To learn more about our VoIP phone services, give us a call at 1-855-827-7426 today.
Publish Date: February 26, 2020 5:00 AM
Every business owner looks for ways that can save them money. After all, reducing costs and improving your revenue is one of the basics of good business management. It’s why many businesses are switching to VoIP, as cloud-based Voice over Internet Protocol can drastically reduce what your business spends on communication. Here’s how:
Traditional phone systems are expensive if only because of all of the hardware that you need to buy upfront. Then, if you find you need to upgrade your hardware or add additional lines, those are extra costs that need to be covered. VoIP works differently. Not only is the hardware itself cheaper, but sometimes you don’t need any hardware at all. Indeed, with softphones, you can use your computer or smartphone in place of a traditional handset.
In the time before VoIP, you had to buy separate licenses for different applications. And, if there was an update, it was your responsibility to pay for the next version. Not any longer. While VoIP phone systems require periodic updates, these are completely free. You may have to pay extra for certain features, but software upgrades will always be covered by your VoIP provider.
Every machine will break down at some point, even VoIP. The difference, however, is that it’s not only less likely to happen, but also less expensive to repair it when it does happen. As stated above, VoIP requires less hardware, so you won’t have to worry about repairing old wires or cables. This is especially the case if you’ve ditched a handset entirely and just use a softphone. Additionally, older phone systems have parts that are getting harder and harder to find. This will make it more burdensome and expensive for you to fix them, and it will only get worse as time passes.
VoIP, as its name suggests, works over the internet. As a result, you’ll avoid paying long distance or interstate fees like you would with a traditional landline phone. Even international calls are cheaper, rating at about two cents per minute to certain countries. If you make frequent international calls, then you can also purchase a phone number from a country of your choice to cut down on costs.
A VoIP phone system will come with a lot of features, but you don’t necessarily need all of them. Some businesses may find speech analytics or call recording advantageous to them, while others will never touch them. Thankfully, you don’t have to waste money on features that you will never use. Instead, you can pick and choose which features you want your phone system to come with, so that you’re only paying for what you need.
Welcome to the 21st century where your phone is always within reach. This is the case for your personal phone, so why can’t it be the case for your business phone? A traditional landline phone will keep you chained to your desk, forcing you to manually reroute your number every time you change locations. This can be tedious, time-consuming, and expensive as you’ll have to pay for additional hardware to make this possible. VoIP, however, can go with you where you go thanks to softphones and mobile apps that allow you take your business calls on any device with a speaker and mic. Want to know exactly how much money a VoIP phone system can save your company? Then use Vaspian’s Savings Calculator to see how much we can save your business today.
Publish Date: February 4, 2020 5:00 AM
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.
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.
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:
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 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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