By Rich Hamilton, Director of Marketing & Product Development
In the beginning, there were phone calls. Then there were call centers to handle those phone calls. More recently, businesses found that customers and prospects prefer to communicate with businesses through different channels, other than a phone call. Call centers now became contact centers and the single channel strategy was replaced by multichannel. First came email, followed by chat, social media and more recently, video calls. So what is missing with this strategy? Texting.
According to the CITA, over 6 billion text are sent every day and Americans text twice as much as they call, on average.Continue reading →
Quality Voice & Data will be exhibiting at Call Center Week 2017, from 6/26/2017 through 6/30/2017. Come visit us at booth 801 and learn more about Local Caller ID and how it can positively affect your outbound telemarketing campaigns.
By Kelsey Olsen, Director of Enhanced Telecom Services
I am writing this today to give my customers and prospects a fighting chance when I’m on a roll and rambling on to explain how Caller ID works, for example. It’s easy for me to forget that not everyone knows the QVD lingo. I find myself answering the same questions on certain terms I’m using day in and day out. To help clear that up, I put together this QVD Glossary of Terms. I’ll gladly explain these in conversation as well, but if you use this reference, maybe it won’t seem as if I’m speaking a foreign language. Continue reading →
April 7, 2017 (Aurora, NE) The Quality Voice & Data team were the recipients of two awards during the Professional Association for Customer Engagement (PACE) convention and expo in Tampa, FL April 2-5, 2017. Dean Garfinkel was presented with the Distinguished Service Award in recognition of his leadership as the PACE National Board of Directors Treasurer for the past three years. In presenting the award, PACE Chairman, Stuart Discount noted that Dean was instrumental in leading the organization through tremendous change.
Kelsey Olsen, Director of Enhanced Telecom Services for Quality Voice & Data, accepted the Technovation Award from PACE for the TextDesk solution. The Technovation Award recognizes innovation in the contact center ecosystem. TextDesk is a web application that allows a group of call center frontline agent users (SMS’rs) to concurrently handle multiple text conversations. In addition, concurrently a full suite of HTML APIs allows for easy to enable dialer script commands that can use variable data to send text messages with one click of the mouse. Reporting can be run, downloaded or called by an API allowing for real-time loading into center dashboards and client reports.
“Today’s leading edge contact centers are seeking ways to engage with their customers utilizing TEXT. Consumer behavior has changed over time. There was a time when the phone was the easiest way to get something done. Then the next generation of consumer behavior was to send an email and call if it’s urgent. Recently we see more consumers using email and then texting when it’s urgent. Millennials prefer a text back instead of a call back”, stated Dean Garfinkel.
About Quality Voice & Data
Quality Voice & Data offers technology solutions to the customer engagement industry. Each solution is specifically designed to ensure legal compliance and increased return on investment in the contact center. Services include LocalCallerid.com and Caller Name Display management, SMS Text messaging and advanced IVR solutions.
By Kelsey Olsen, Director of Enhanced Telecom Services
Many outbound telemarketing call centers know the value in using local caller ID numbers. Managing the Local Caller ID phone numbers and strategy can be the challenge. It can be an overwhelming task for many companies to wrap their head around; especially when utilizing local caller ID numbers across multiple call campaigns. Here are some best practices that you can implement into your Caller ID Management strategy.
Let’s start at the beginning
To start at the beginning for those of you who may be new to the idea of using local caller ID numbers on your outbound calling campaigns…wait, what… where have you been? In all seriousness the use of local caller ID numbers is no secret. It is beneficial in achieving a higher answer rate that in turn results in more sales, completed surveys, or whatever the end result is you are looking to accomplish. No one answers calls from toll free numbers. Let me repeat, no one answers calls from toll free numbers! Continue reading →
Using targeted area codes to create a local presence can give your company the competitive edge. Our service is designed to ensure proper caller ID delivery with name display for contact centers.
Take control of what appears on your outbound caller ID. Customize your campaign by
using local numbers within your target market. Numbers are available for every U.S. area
code, giving you the power to boost answer rates and increase ROI. Control both the name
and number that display for your outbound campaigns.
Answer rates have increased up to 40% when using localized names and numbers. This
means better list penetration, higher contacts-per-hour, and more sales!
Rotate caller ID numbers to minimize impressions of the same number within your
Dean Garfinkel, telecommunications industry expert, explains how Caller ID works
By Angela Garfinkel
Federal regulations require telemarketers to transmit accurate Caller ID information, including the caller’s name and telephone number. Using the name and telephone number of the seller on whose behalf the calls are made is also permitted.
But how does Caller ID really work? Caller ID is one of most frequently misunderstood aspects of telecommunications within the call center industry. When a call center has the correct understanding of how Caller ID numbers and names are displayed and what triggers the display, the call center can then harness the true power of Caller ID.
I recently interviewed Dean Garfinkel, President of Quality Voice & Data, regarding how Caller ID works and some best practices for ensuring the phone number and name are properly displayed. Continue reading →
By Dean Garfinkel, President of Quality Voice and Data
If you place telemarketing calls to wireless phone numbers (and VoIP numbers), be aware that you must place the calls using a non-Automated Telephone Dialing System (non-ATDS) or device. The Federal Communications Commission’s Telephone Consumer Protection Act (TCPA) declaratory ruling issued in July 2015 provided clear guidance on what is an Automated Telephone Dialing System (ATDS) and what is not. Most telemarketing dialers, most office phone systems and most click to dial solutions embedded in a CRM are currently defined as an ATDS because even if the system doesn’t dial phone numbers automatically, these systems are viewed by the FCC as having the theoretical capacity for automated dialing. Continue reading →
By Dean Garfinkel, President, Quality Voice & Data
Using Caller ID with name is critical to providing a transparent customer experience.
Here are four scenarios
Your phone rings and it says “Out of Area” and does not display a phone number. You let it ring to your voicemail because you’re sure if it is a telemarketer and you don’t want to be bothered. Continue reading →
Standalone Non-ATDS Telephone Ensures Compliance with the Telephone Consumer Protection Act (TCPA)
AURORA, NE – (September 13, 2016) – Quality Voice & Data, Inc. (QVD) has launched a standalone non-ATDS “Compliance Phone”. The Compliance PhoneTM was designed to ensure compliance with the Telephone Consumer Protection Act (TCPA) rules for placing calls to wireless phone numbers. Specifically, sellers do not need prior express written consent (PEWC) to call their customers, former customers, or even prospects when using this phone device. The Compliance Phone is being introduced to the mass market during the Professional Association for Customer Engagement TCPA Summit, September 18-20, 2016 at the W hotel in Washington DC. Continue reading →