Transferring Phone Calls - Some Facts You Didn’t Know

Joel Goldstein - Monday, February 20, 2017
Quick pop quiz. Let’s talk about transferring phone calls. Which of the following suit you most?

1. When I need to transfer a call I get nervous in case I'll get it wrong.
2. There's a few ways to transfer a call?
3. I can talk to the new destination without the caller listening before I transfer the call? 
4. I don't know how to transfer a call with its original caller information.

If at least one of the above statements suit you, you want to read this! Let's upgrade the way your company handles call transfers.

____

The beauty of the VoIP feature-rich system comes to play when a caller wants to transfer a call. Before you hit the transfer button, think again, how would you like to transfer the call? Do you want to transfer the call Blind or Regular? (And what’s the difference?) What's the right one to use? And how can you do it?

Regular Transfer

A Regular Transfer is used in companies that are usually larger in size and run in a significantly formal manner. These companies don't transfer calls before they talk to the new destination while providing the option to accept or decline the transfer. As you probably already guessed, in a Regular Transfer, you get to talk to the new destination (let's call him Dave)—providing some information about the caller and getting confirmation—before you transfer the call. When you finally transfer the call, remember, Dave won't see the caller's caller ID and phone # rather the call will come in with your name and extension # (Incoming Call From: the best employee, 2044).

Blind Transfers 

If your business's focus is speed and less formality, Blind Transfer is the way to go. With Blind Transfer, you can transfer the call quickly and directly to the new destination without any early interaction. The new destination will receive the transferred call with the original caller ID and phone number—as if the call is received for the first time. Once the call is Blind Transferred, there's no going back—you aren't able to control the call anymore.

Got it? Great. You are now ready to select between Regular Transfer to Blind Transfer, but how? 
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How You Can Go Global with an Innovative Team - Taking Advantage of VoIP

Joel Goldstein - Tuesday, January 17, 2017

Companies are going global in a way they never have before, and reaping in all the benefits of having employees around the globe - in a simple, seamless way.


Whether you would like to tap global talent, open a new branch, retain a valuable employee who is relocating, or have 24/7 customer service, you can communicate with your remote employees as though they were in your physical office.


How VOIP Works With An International Team

With VOIP, you can sit in your office in New York City and dial a 3-digit extension to reach your employee in London, Hong Kong or Melbourne. Each employee receives a business phone which they plug into their internet router, and they are connected to your company network. Clients can talk to your remote employees with crystal clear communication, using your office phone number with no foreign codes.


Do you own the mentality successful global teams have?

Tsedal Neeley, a professor at Harvard Business School, explains the mindset behind successful global teams.


“Always be in a position where you’re constantly communicating about the basics of your relationship, and constantly evaluating the social dynamics of your relationship. Where am I? Where’s the other person? Okay. Let me put myself in the shoes of the other and really learn about their position, and why, in fact, they’re making these decisions. Let me try to understand the temporal dimensions of my collaborators. That could mean just how people treat time worldwide. Very, very different. So there’s this constant need to teach, learn, suspend judgment, and communicate in order to make it work.”


How to Structure Global Teams

Building your global team in a way which optimizes collaboration and communication is crucial. Keith Ferrazzi, the CEO of Ferrazzi Greenlight, writes on Harvard Business Review: “Use a flexible, fluid team structure that consists of three tiers: a core, an operational level, and an outer network. The core consists of individuals responsible for strategy and important decisions. The operational level includes those who are doing the day-to-day ongoing work and might make decisions about their portion of the project but they don’t tackle larger issues (which are handled by the core). And the outer network consists of temporary or part-time members who are brought in for a particular stage of the project because of their specialized expertise. Using this hierarchy groups together those who need to collaborate with one another for particular purposes, and exclude others who aren’t important to that process.”





How to Circumvent Misunderstandings

As simple as it is to get in touch with international employees, it is also simple to run into tangles. Cultural diversity brings a broader perspective to your company and more appeal to different markets - yet it can also lead to miscommunication and  Here’s how to make sure that doesn’t happen.


Use the Right Tools

Use a mix of tools to stay in touch with your virtual team. Do a quick run through when you would like to tell a remote team or employee something - what is the clearest way to communicate in this case? Video call through Skype and other video calling apps when you would like to demonstrate something visually. Use chat tools like Slack and Glip when you need to convey a simple message or want employees to have written instructions to easily refer back to.


Brand Clarity

Make sure all of your employees, whether they work in your physical office or virtually, two continents away - know your brand promise, tone and values. Concretize your brand message so your entire team is on the same page. We’ve spoken about why it’s so important to have a clear brand message and how to define your message; you can read it here.


Collaborative Meetings

We all hate unnecessary meetings. But with global teams, frequent collaborative meetings are necessary - and an important binding agent for employees of different cultures, ethnicities and backgrounds to work together towards one goal: the success of your company.




Experts even suggest something a tip which may sound incredibly counter-intuitive - rather than start meetings immediately, as you would do with on-location staff, give your employees five minutes of free time where they can talk, laugh and share. This is virtual “water cooler talk” in which employees from all different countries can bond, laugh, share and become a cohesive team.


In conclusion, as you take advantage of creating global virtual teams with easy VOIP communication technology, set up your communication thoughtfully and thoroughly so your employees, connected on the same VOIP system throughout the world, can connect and coordinate with cohesiveness, productivity and results-driven collaboration for your business.



 
Read More

Build Your Business By Building Customer Relationships

Joel Goldstein - Monday, December 12, 2016
Want to upgrade your relationship with your clients? Sometimes all you need to do is pick up the phone and follow up on clients' previous calls. 
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Conference Calls — How to Make Them Work

Joel Goldstein - Monday, November 14, 2016
 
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How to be More Persuasive on the Phone: "7" Powerful Persuasion Techniques

Joel Goldstein - Tuesday, September 13, 2016

You’re on the phone with a client, prospect or colleague, trying to convince them. They want what you have to offer, but are hesitating. Yes or no? Should they take you up on your offer or not?

Some people have a natural knack for convincing others. Some have to work on it. In both cases, learning some powerful persuasion techniques can improve your success rate and open doors for you.

The study of persuasion is an enormous field; there have been hundreds of studies and years of research done to see how we can persuade others better. Here are some of the best tips researchers have found.

The Yes Cycle


We humans like being consistent. This is entrenched in our interaction patterns as well. So, if you ask a few questions before asking the person about your offer, questions where you know the answer will certainly be yes - there is a much bigger chance they will say yes to whatever it is that you are proposing.

For example, John remembered hearing from his colleague that the executive manager of the company he is offering a proposal to went to Holland on holiday with her fiance. Here’s how he can use it to his advantage:

“So, Katie, how is your summer coming along? Did you end up going to Holland on vacation?”

“Yes, I did, it was great! Thanks for asking.”

“I’m so glad to hear that. And did Tim come along?”

“Yes, we had a fabulous time. Holland is a beautiful place to visit.”

“I agree. Now, tell me, do you think the proposal I suggested would be of benefit to your company?”

Now that Kate is already involved in the Yes Cycle, her answer will most likely be, “Yes.”


Borrow Experts’ Authority

If you are a prominent leader in your field, your caller may trust you just based on your reputation and authority. But if you aren’t known as an expert yet in your field, you can still use authority to persuade the other party - namely, the authority of others.

You can borrow experts’ authority by quoting them or mentioning things they have said, and using their name. Trust by association is a very powerful persuasion tool.

Concrete Facts Concretize Your Point

Most people make their decisions based on emotion. Yet immediately after they make their decision, they are anxious to prove to themselves and others that they made the right logical choice.

You can use this in your favor to make your argument more persuasive. As you talk, google relevant numbers, figures and facts to back up your points. These facts are things your clients will be repeating to themselves as they make their decision, and will repeat to others when they want to make sure they’re making the right choice. As a bonus, you will sound extremely knowledgeable, which will raise people’s trust in you.

The Power of Questions

Ask questions. Questions build a rapport and a flow between you and your client. People will feel like you are interested in what you have to say and will be more amenable to what you suggest later on. Take mental or physical notes as they answer; using personal details later on when making your point to persuade them will win you lots of persuasion points.

Use Words that Work

Use connectors like because, that is why and therefore. Studies show that our brains are trained to accept the statement that comes after these connector words as fact, even when that is not the case. For example, in one famous study, an experimenter stood in line to make copies and asked everyone on the line, “Excuse me, I have five pages. May I use the Xerox machine because I’m in a rush?” 94% of the people agreed.

In the next line, he asked the people waiting there, “Excuse me, I have five pages. May I use the Xerox machine?” – 60% of the people agreed.

You probably think the difference was because of the reason she gave. But the next experiment proved otherwise…
“Excuse me, I have five pages. May I use the Xerox machine because I have to make some copies?”
93% of the people waiting on line agreed, despite the fact that the reason given made no sense; everyone there was waiting to use the copy machine because they had to make copies! Yet only 1% less people agreed when as when a real reason was given - because he used the word because.

Cialdini’s Rule of Reciprocity

Robert Cialdini was a master of persuasion. He wrote an entire book called “Influence: The Power of Persuasion.” One of his best techniques was reciprocity.

Simply put, we humans don’t like being in someone else’s favor and not returning the gesture. If you hold the door open for me, I will feel obliged to pick up your pen when it drops to the floor.

Doing your caller a favor - even a small one, like giving them some helpful advice or telling them you will check up the status of their account just for them, will make the other party eager to reciprocate the favor. When you ask them if they would like to buy a plan, upsell, or partner with you on a venture - they will now be much more inclined to say yes.

Social Proof

Your clients are always looking to see what others in the industry are up to. We all have fears of making the wrong decision, and knowing that others who are like us are making the same choices is a great cure for indecision and fear.

How can you use this to your advantage? If their competitors are doing whatever it is that you are offering them - mention that. If leading corporations in their industries are utilizing this solution - let them know.

Once they know that others like them have made the same choice, it will be much easier for them to join the bandwagon.

Persuasion is a powerful tool for you to use to help your business grow . Practice using these persuasion techniques, and monitor the results - it is incredible to see how subtle changes to your conversation can lead to positive results.


 
Read More

Communication Skills That Can Save Your Business

Joel Goldstein - Monday, August 15, 2016
The corporate buyer for one of the companies you service is on the phone, and he’s angry. A major misunderstanding has occurred. 
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When the Phones aren’t Ringing: How to Grow Your Business During Slow Seasons

Joel Goldstein - Monday, July 11, 2016

What do you do when the phones aren’t ringing and your business is experiencing some quiet time? 
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Staying Connected 24/7 - Does it Help or Harm Your Business?

Joel Goldstein - Thursday, June 09, 2016
 
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Phone vs: Email: When Should You Call, and When Should You Email?

Joel Goldstein - Wednesday, May 11, 2016
We’re deep into the email age, where email has become many people’s favorite way of communicating.

But is it the right option?
Yes, email is much more convenient. But many times it is doing someone - you, your customer or colleague - a disservice.

Sometimes, we simply must pick up the phone.

There are pros and cons for both email and telephone communication. The most important thing is context - why you need to communicate, and what you are communicating. Some things are best discussed through email, and some are best left for the phone.

Let’s go through common business situations and see when email is best used, and when phone calls are the way to go.

The Case for Email

We’ll start with the widely preferred option: email.

Many people think email is more convenient, and leaves them with more control over the conversation.

Yet sometimes, email is - quite bluntly - a cop out.

Here’s when email is best to use: 
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That Phone Call You Don't Want to Make and Keep Pushing Off: What To Do

Joel Goldstein - Monday, April 11, 2016

Call NowSometimes you just have to make a phone call that you don’t want to make. 
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