DOW Networks' Blog http://www.downetworks.com/blog Our Blog Tue, 20 Dec 2011 20:07:21 +0000 en hourly 1 http://wordpress.org/?v=3.3 800 Numbers: What does your US 800 number say about you (or your business)? http://www.downetworks.com/blog/800-numbers-what-does-your-us-800-number-say-about-you-or-your-business/ http://www.downetworks.com/blog/800-numbers-what-does-your-us-800-number-say-about-you-or-your-business/#comments Mon, 12 Dec 2011 21:20:31 +0000 DOW Networks http://www.downetworks.com/blog/?p=268 Continue reading →]]> 800 numbers have come a long way since they first hit the scene in the late 1960s, so has voice communication for that matter. As the telephony landscape changes so do perceptions about toll free numbers. But as the years have gone by, the toll free galaxy has grown significantly with 888, 877, 866, and 855 numbers appearing (844 numbers are even rumored to be on the horizon soon). However, the most tried and true – 1-800 – continues to be the most popular, trusted and well regarded.

Here’s a quick look at the toll free numbers out there today and some thoughts on each…

1-800

The classic. The real thing. The granddaddy of toll free numbers. For years, 800 numbers have been seen as the sign of a legitimate business and that trust has translated, and continues to translate, into more sales and more customer contacts. These numbers have certainly aged well but they have aged and with that age may have come a perception problem. Some customers might see 800 numbers as old and, perhaps, somewhat stodgy. So, what about their hipper offspring?

888

The most well-established of the ‘new’ toll free numbers, 888 also benefits from nearly 20 years of use. If someone misdials 1-800, instead of the proper prefix, 888 is typically the next man up. The 888 prefix also has established a bit more credibility due to its longevity but has yet to reach the venerated status of the original 1-800.

877

This prefix is sort of the hip, teenage sibling to 888. 877 is getting enough age that it is slowly being taken more seriously but is still seen as a younger, more edgy alternative to the more established 888 and 800 numbers.

866 and 855

These two are the youngsters. Both prefixes have benefited from the familiarity that 888 and 877 have created among consumers with the release of new toll free prefixes. This has helped to readily establish them as the ‘new’ toll frees. However, both are a bit young and much less trusted (especially 855 numbers) to be respected as much as 877, 888 or 800 numbers.

So which of the toll free numbers is right for your business? A newer prefix or the tried and true 1 800? Or both? Or all?

]]> http://www.downetworks.com/blog/800-numbers-what-does-your-us-800-number-say-about-you-or-your-business/feed/ 0 Call Center: A checklist for setting up a call center http://www.downetworks.com/blog/call-center-a-checklist-for-setting-up-a-call-center/ http://www.downetworks.com/blog/call-center-a-checklist-for-setting-up-a-call-center/#comments Fri, 09 Dec 2011 21:58:52 +0000 DOW Networks http://www.downetworks.com/blog/?p=264 Continue reading →]]> A call center is a big investment and a huge commitment for a business. However, the process has gotten more streamlined as the industry, technology and market has grown. Still, before embarking on this endeavor, you will want to get organized and make sure everyone is on the same page.

What are your business goals and objectives?

Why a call center? Why now? For what purpose? Determining what you want the call center to achieve for your organization is critical. Once you determine the goal – perhaps it is to generate sales – then you will want to see if there are any secondary objectives or business goals. If you have a sales team, do you also need a customer service support team? Establishing business goals and objectives is critical to success and to gauging that success in the future. Without these items in place you wouldn’t know what to measure in order to see if your center is reaching its business goals.

Are there any operational parameters or constraints?

Before you begin to physically set up the call center, you’ll want to examine your existing phone system. Can it be integrated with what you are planning or do you need to upgrade your entire system? It is also important to understand the clientele that will be calling the center as this might influence the call center choices.

How big will the call center be? Will you need one or multiple locations or could you utilize a virtual call center solution? And, finally, it is of critical importance to determine what the budget for the project should be. In the end, this might be affected by the type of telephony system you choose, but it is important to have parameters in place regarding minimum and maximum expenditures.

What kind of system is best for your call center?

Once you have answered some of the critical questions and reviewed your current system, you will need to make a decision as to whether your customer service call center system will be premise-based or hosted, maintained by a third party off site. A hosted PBX solution is easier to maintain and requires less start-up capital, therefore, it is an appealing option. However, a premise-based solution does offer some flexibility and control that a hosted system might not. Investigating both options thoroughly will be essential in how you proceed to evaluate all your options.

Training time

Now that you have a call center solution in mind and know your goals and objectives, you will want to train employees on these specifics as well as how they will interact with the center. This will aid in achieving employee buy-in and satisfaction.

How’s it going?

Be sure to evaluate your progress in the contact center and make adjustments as necessary.

Within a few weeks of deployment you will want to assess how well the center is running and try to correct any initial trouble spots. This is essentially to check and see if the center is functioning as was planned and achieving your business goals.

Another in-depth review should come at roughly the 3-4 month mark. At this point, you can re-examine deployment and review operations. See if successes from one department can be re-created throughout the organization. Survey the entire organization for input from every employee. Take a long hard look at your call center operations and customer service and try to determine the best ways to optimize your performance.

]]> http://www.downetworks.com/blog/call-center-a-checklist-for-setting-up-a-call-center/feed/ 0 VoIP vs. Traditional Phone Service – Side by Side Comparison http://www.downetworks.com/blog/voip-vs-traditional-phone-service-%e2%80%93-side-by-side-comparison/ http://www.downetworks.com/blog/voip-vs-traditional-phone-service-%e2%80%93-side-by-side-comparison/#comments Fri, 09 Dec 2011 21:45:27 +0000 DOW Networks http://www.downetworks.com/blog/?p=258 Continue reading →]]> VoIP is rapidly gaining in popularity. Why would it be a good choice over a traditional phone system? Besides the clear-cut and well-document cost benefits, VoIP is steadily making up for any deficiencies in quality of service (QOS) between VoIP and traditional telephony.

Improved Voice Quality

Voice quality was one of the biggest issues for VoIP. Traditional phone lines typically offer excellent sound quality and do not suffer from some of the variety of issues that can come up for VoIP. However, while not always as consistent as traditional, VoIP offers good to excellent voice quality and many providers will guarantee excellent QOS.

Fewer Dropped Calls

Again, with traditional service dropped calls are extremely rare. While rare for VoIP as well, dropped call issues might be experienced during high volume times. As with voice quality, some VoIP providers will guarantee service.

Bandwidth Usage

Here VoIP comes out on top. IP telephony is very efficient in its use of bandwidth, while traditional services are inefficient.

As VoIP is steadily improving QOS and is continuing to maintain a much more appealing cost model (little to no maintenance costs/ much lower long distance rates/ other cost benefits) than traditional telephony solution, there are fewer reasons to stick with a traditional landline system.

]]> http://www.downetworks.com/blog/voip-vs-traditional-phone-service-%e2%80%93-side-by-side-comparison/feed/ 0 Toll free numbers. Not a trend, a trusted commodity. http://www.downetworks.com/blog/toll-free-numbers-not-a-trend-a-trusted-commodity/ http://www.downetworks.com/blog/toll-free-numbers-not-a-trend-a-trusted-commodity/#comments Wed, 07 Dec 2011 16:50:36 +0000 DOW Networks http://www.downetworks.com/blog/?p=249 Continue reading →]]> Toll free numbers can be a key element of driving the success of a business as well as adding to its potential for longevity. In the competitive market of today, a toll free number should be a part of any solid strategic, business plan. The advantages of offering a free means of communication to your customer base are just too evident to pass up.

A trusted entity

Toll free numbers have been in use since the late 1960’s. For more than 40 years, customers have seen them as a sign of a legitimate, stable company. In other words, a business they can trust. In fact, research has shown that customers are 30 times more likely to provide personal information to an 800 number as opposed to a local number. Why would any business not want to invest in a tool that is so trusted?

Improved awareness

Every little bit of leverage is needed in the current economic climate.  There is an increasing trend among smaller and mid-size businesses competing with the big boys. A toll free number could provide a bit of an edge over the competition and the trust and legitimacy that comes along with an 800 number is definitely an added bonus. In addition to helping improve awareness, toll free numbers provide your customers with a sense of professionalism from their first exposure to your business.

Answer the call

While a toll free number can improve the image of your business, it means nothing if you don’t back it up when the phone rings. The 800 number is just that, a number.  If there isn’t a friendly voice at the other end of the line and solid customer support, all of your efforts could be for naught.


]]> http://www.downetworks.com/blog/toll-free-numbers-not-a-trend-a-trusted-commodity/feed/ 0 Call Center Roles and Responsibilities for Achieving Management Objectives http://www.downetworks.com/blog/call-center-roles-and-responsibilities-for-achieving-management-objectives/ http://www.downetworks.com/blog/call-center-roles-and-responsibilities-for-achieving-management-objectives/#comments Tue, 06 Dec 2011 18:47:06 +0000 DOW Networks http://www.downetworks.com/blog/?p=224 Continue reading →]]> For call centers to deliver best-in-class service, every team member needs to pitch in and perform at the highest levels possible. A recent paper by the International Customer Management Institute (ICMI) discusses these roles and responsibilities and how they can aid in achieving objectives for the call center.
The key roles in the call center that can have an impact on reaching management objectives are:

  • Agents – They are the first point of contact and can, through proper training and initiatives, deliver on multiple objectives through call resolution and efficient handling of customer issues.
  • Supervisors – Provide the foundation for success by contributing the needed resources, guidance, feedback and organization for agents to perform at the highest level. Agents might be on the frontline but supervisors are right there in the trenches too.
  • Quality Specialists – Data miners, managers and sorters. By delivering valuable insight from the data gained from thousands of contacts, Quality Specialists help all departments improve coaching, process development, training and other key areas.
  • Workforce Planners – Ensure that scheduling matches workload. Their management can impact quality, efficiency, accessibility and other key objectives.
  • Technical Support (IT) – Without the IT staff most inbound call centers would be in big trouble. They are tasked with keeping technology up-to-date and running smoothly. How well the technology is programmed and functions has a significant impact on the call center reaching its objectives.
  • Managers/ Director – If the agents and supervisors are on the frontline, management officers are the field generals developing the plan of attack. They need all cylinders – agents, supervisors, planners, IT – firing and working together. They are responsible for creating a culture that breeds success and delivers quality service.

Each and every person at the call center has an impact on achieving objectives to create quality, efficiency, accessibility, and ultimately customer satisfaction.

]]> http://www.downetworks.com/blog/call-center-roles-and-responsibilities-for-achieving-management-objectives/feed/ 0 Cloud Cover – Considerations before heading into the cloud http://www.downetworks.com/blog/cloud-cover-%e2%80%93-considerations-before-heading-into-the-cloud/ http://www.downetworks.com/blog/cloud-cover-%e2%80%93-considerations-before-heading-into-the-cloud/#comments Fri, 02 Dec 2011 20:09:17 +0000 DOW Networks http://www.downetworks.com/blog/?p=221 Continue reading →]]> Cloud-based telephony technology is growing with businesses of all sizes. The cloud’s capacity to store, host and deliver SaaS is too appealing for many companies to pass up. Cloud services offer a flexible and more affordable alternative to maintaining everything on-site.

But before you get your head lost in the clouds, there are definitely a few key points to consider:

  1. Find out as much as you can about any cloud services vendor you are considering.

Every year, the number of vendors in the cloud is increasing to handle the rapidly expanding demand for cloud services. Some are large and well-established, others are smaller start-ups, and many are somewhere in between. However, the best way to know your vendor is to check references – see what their customers are saying about them. You will want a cloud vendor that can deliver the services you need reliably and in a timely manner. If questions arise with slow response times or issues with problem resolution, you may want to steer clear.

  1. Address any legal issues that may come up.

Your company may have certain rules, regulations or even laws that govern how data is treated. If it is sensitive data (for example government documents), you will want to choose a cloud services vendor that understands the legal issues of your field and can abide by them. It might be necessary to make sure the vendor understands the latest privacy laws and, if needed, have a confidentiality agreement in place. Whatever your legal concerns are, it is important to consider them upfront and address them with a vendor before moving to the cloud.

  1. Determine if you need another backup plan.

Backup of data is definitely a hot-button issue for cloud services vendors. The last thing you want is to have valuable data vanish in the clouds. In all likelihood, your data should be just fine on your cloud vendor’s servers but if you would like some added security there are options out there. You could manually export data from the cloud and back it up on-site. Or, there are specialty vendors that offer cloud backup services. Typically, these companies allow you to keep backup copies of data on local servers or in other locations.

]]> http://www.downetworks.com/blog/cloud-cover-%e2%80%93-considerations-before-heading-into-the-cloud/feed/ 0 Customer Service, Contact Centers and Emotional Contact http://www.downetworks.com/blog/customer-service-contact-centers-and-emotional-contact/ http://www.downetworks.com/blog/customer-service-contact-centers-and-emotional-contact/#comments Tue, 29 Nov 2011 18:22:43 +0000 DOW Networks http://www.downetworks.com/blog/?p=217 Continue reading →]]> The contact center is often the first point of direct customer contact and the most influential for creating strong customer satisfaction. If the customer service interaction is unsatisfying, awkward, or too stiff, your business and brand loses a golden opportunity to score big points on the customer satisfaction ledger and to begin building serious brand loyalty. But perhaps most importantly, it is an opportunity for a contact center agent to create an emotional connection with the customer.

When customers take the time to call the contact center with a question or an issue, they are expecting more these days. Now, the heat is on the call center to step up their customer service and truly deliver on that promise.

A recent article on building emotional connections with customers discussed four key strategies for making the most of customer service calls:

  1. Put the customer at the forefront of everything you do – Ask yourself, ‘If I were the customer, how would this experience feel for me?’
  2. Get closer to customers’ emotionality – Empathize with your customers, they are calling with an issue or a complaint; don’t offer a canned response.
  3. Listen, really listen- Regularly listen to customer’s concerns, needs and responses. It is an essential source of data to build customer satisfaction and improved service.
  4. Demonstrate respect – Develop a culture of respect. First, internally, when management respects the needs, opinions and work of agents this translates to customer service helping to build customer satisfaction.

For when a strong emotional connection is made via customer service calls, improved business results and customer satisfaction are usually not too far behind.

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