5 Tips to increse productivity during a phone meeting

We don't always have the time for a face to face meeting. Some prospects feel more comfortable doing business (at least initially) over the phone. Here are five telephone meeting tips:

1. Schedule your telephone meetings just like you would schedule face-to-face meetings. Make sure this time is free of distractions. Have a firm Start time.
   
2. Prepare a detailed agenda of the things you want to discuss. If you think it will help keep a check list on your desk during the call.
   
3. Send the agenda and any other materials (if appropriate) via email to the person in advance of the meeting. This is also a good time to confirm the time and duration of the call.
   
4. Know what objective or outcome you want to achieve from the telephone meeting.
5. Before the telephone call ends, discuss the specifics of what happens next. What will you do? Get a commitment and then schedule another meeting, either by phone or face-to-face, so you can move your sale forward.

* use this call to qualify the prospect
* By the end of this call you should know if it is worth it to continue with the prospect or not.

Carmine Monte
www.holdtel.com

Before switching to VOIP

VOIP THE GOOD & BAD

VoIP has lots of advantages over a regular phone service. However, like any technology, there are a few kinks in the system. However, it has become more reliable and has achieved greater acceptance. Will VoIP eventually replace all traditional phone service?

One of the main advantages of VoIP is the low cost. If you have a fast Internet connection (DSL or cable) you can great price even on unlimited calling and international calling plans.

Another advantage of VoIP is portability. With companies like Vonage you can take your number with you where ever you go, the adaptor that is used with that service is assigned a unique number. This 'phone number' remains valid even if your VoIP service is in Cleveland and you are connected to the Internet in Bangkok. They even offer a "soft phone" allowing you to use your laptop as your phone. The best part is people still think they are calling you at your office.

There are many other features that make VoIP attractive. Call forwarding, call waiting, voicemail, caller ID and three-way calling and many other features not available in a land line phone are some of the many services included at no extra charge, some companies even include a music on hold option.

Disadvantages

With all this going for it, it's a wonder that anybody still uses regular phone services. However, there are a few disadvantages to VoIP. Continuous service during a power outage and emergency calls are two of the biggest problems.

During a blackout a regular phone is kept in service by the current supplied through the phone line. This is not possible with Internet phones, so when the power goes out, there is no VoIP phone service. One solution to this problem is to use battery backups or power generators to provide electricity, forwarding the number to a cell phone during an outage is also a work around.

Another major concern involves emergency 911 calls. Traditional phone equipment can trace your location. Emergency calls are diverted to the nearest call center where the operator can see your location in case you can't talk. With VoIP, you will most likely have to let the service know where the modem is physically located and update that info anytime you move the adapter to a different address. Some companies offer advanced e911 features, check with the provider.

VoIP can also have problems with sound quality and reliability. Remember it is sharing bandwidth with your computer or your network.

• Many people and business confuse VOIP with a hosted PBX. This article was just about VOIP.
  

Just some things to consider of you are thinking about making the switch from your regular phone to VOIP. I have been using Vonage for my business since 2003 and have been more than happy.

By Carmine Monte
www.holdtel.com

What to consider when moving a phone system

Here are somethings you should consider about your phone system when moving your office.

Before you move:

Take a look around your office and makes notes about the location of your phones, faxes, etc. If there is something you've always wanted to change make a note of it now, you may not remember once your in the new location.

About 3 months before you move you are going to want to notify your clients and callers. Now is a good time to update your music on hold message letting callers know you will be moving.

Smart Placement

When choosing a location somethings you may want to consider. Will there be ample ventilation? How many electric outlets should be installed? Don't forget to include outlets for Telephone system, Voice mail, Paging, Music on Hold Data Routers, Switches and Alarm systems, Are the outlets dedicated to the room or shared with other offices? Dedicated prevents any accidental shutdowns and usually stops unnecessary surges. Is the room located under burstable pipes. Water sensors in ceiling and floor? In the event of any water will someone get notified immediately. Will there be enough room for expansion? Consider some space for battery backups. Fire Suppression system? Check with local building codes. Security? Who will have access to this room?

Create A Floor Plan

Review furniture locations. It's always a good idea to have dual Cat 5/6 runs. With 2 cables you will be able to run two networks or add IP in the future without using connections to your PC. This way you can leave your current systems running while working out the glitches in your new system. Also you may want to add or move a network printer to an existing location.

Review Plans

How much money and time is spent on moving locations because of uncertainty of furniture placement. Also having a final blueprint with all your locations identified with numbers will make moves and changes less complicated in the future.

Ordering Voice & Internet Services

The average T1 or PRI installations take 45 days or longer. Things like a survey, facilities check and so forth have to be completed before your services are designed and installed. Leave yourself ample time because this can be disastrous and is usually the culprit in all nightmare moves. It's probably best to have a turn up date prior to the day of the move. Porting the numbers usually take 14 days. The porting should be scheduled for the day of the move. Are you using IP? Do you have enough public IP addresses? You need to have your IP address, Subnet Mask and Default router numbers ready for your vendor.

Data Room Design

Scheduling your vendor to certify the cabling before the last of the construction is complete is a great idea. This way if something needs to be changed most of the contractors are still on site to do the patch up work. In most cases ceiling tiles may need to be opened and sometimes walls need to be cut. There is no reason to leave this stuff to the last minute.

Installing Equipment

If moving your existing systems its a good idea to have your racks, shelves and panels in place. This way the cabling and floor layout of your switchroom is in place. there will be way to much chaos the day/night of your move to deal with these issues.

New Products or Upgrades

This is a great time to consider an upgrade or new system. New systems can be installed and up and running in time for your move date. Vendors will have ample time to implement the new platform without effecting your current business. If you ordered music on hold with your new system or if you just updated your on hold message because of the move now is a good time to make sure your production is complete and ready for the move in date.

After your all moved in:

Training

Setting up training classes before the move allows your employees to learn about the new systems and have a great understanding on the way they will function prior to going live.

Installing Desktop Units

Seems to be frivolous to mention this but, you spent all this money on technology last thing you need is a glob of paint in your keyboard or a phone covered in dust. Use one phone and one computer to test every location. This allows to keep all your other devices in there original boxes until the construction is 100% completed.

Testing Applications

Will all your new applications work the way they were promised? Test calling out. Call overseas, long distance and local. If using PRI check to see if the 911 address is set up correctly. Does all the call routing work? Can ACD agents log in/out? Can you dial 0 and get to the correct place? Leave messages and see if message lights come on and go out. So many errors can be corrected within just one hour of testing. Correct these issues before going live with your new systems.

On Hold Message

Male sure your music on hold message is up to date. Your new recording should let callers know you are all set in your new location and are ready to do business.

By Carmine Monte

www.holdtel.com

Music on Hold FAQ - Things to know before purchasing music on hold

Music on Hold FAQ

Things to know before purchasing a music on hold package

If your not familiar Music on Hold (sometimes called MOH, On Hold Messaging, On Hold Advertising) is a production similar to a radio commercial. It consists of a script, voice over and background music. A good music on hold production can be a great benefit to both you and your callers. Learn more about the facts and benefits of a music on hold production.

FAQ:

1. Do I need a phone system to add music on hold to my business

1. No. A good music on hold company can offer systems for small and home business that want music on hold but do not have a phone system.

2. Should I expect to pay a monthly or yearly fee?

1. This really depends on the music on hold company and how often who plan on updating your on hold production. Some companies offer leasing and packages with multiple updates that require either monthly or yearly fees. In many cases if you are not updating frequently there is no need for a contract or monthly fee.

3. The radio is free. Why cant I just play that on hold>

1. While the radio is free for you to listen to, you are not allowed to rebroadcast radio content on hold or in your business without the proper licenses. Learn more about using the radio as music on hold laws. Not only can these fees cost more than purchasing your own music on hold production, but you have no control over the content and you may be advertising for one of your competitors.

4. OK. I understand about the radio but what about playing my Barry Manilow CD?

1. Everyone loves Copacabana but the same rules as the radio apply here.

5. When my callers are placed on hold will they always hear the beginning of the message?

A. No. Your music on hold message is played continually, so that each time a caller is place on hold they will hear a different part of the message.

6. Can I use my CD player?

1. Yes you can, but its not a good idea for a few reasons. Consumer cd and mp3 players are not designed to play continuously 24/7. CD players are particularly prone to failure due to motors burning out. Consumer audio devices also do not have a volume output suited to phone systems (they will sound too quiet). Lastly, consumer devices do not have an "auto restart after power interruption" feature that on-hold players do.

7. Can I just make my own music on hold production?

A. If you have a background in copy writing, are a professional voice over talent, have the proper music licenses and software knowledge then maybe you can. Otherwise your callers will probably be able to tell that your on hold message is an amature production, and one of the best benefits of music on hold is that it enhances your companies image.

8. I really don’t put callers on hold that long; do I need music on hold?

1. The person placing the call on hold usually underestimates how long the caller is on hold and how long the caller actually feels like they have been on hold. Silence makes hold time seem much longer than it really is. Next time you are put on-hold when you call a company, see how long it takes you to form an impression about the company you are calling. Most people form an impression of the company they are calling within the first five seconds.

9. What benefits can I expect from a music on hold message?

1. The main purpose of an on hold message is to reduce perceived hold time for the caller which reduces hang-ups. A good music on hold message should also enhance your companies image and increase your cross selling. See more benefits of music on hold.
   

10. Do I need a professional to install the music on hold unit or can I do it myself?

1. Many phone systems have a RCA or 1/8^th jack clearly marked as “MOH” or “Music”. Installation is as simple as plugging the unit in. When in doubt as for assistance for the music on hold company or your phone system provider.

• There are some music on hold companies that offer a package that allows you to change your production as often as you want (or up to once a month for a year) for one fee. In the majority of cases this is overkill. Most companies do not need to update that often and end up throwing money away.
• Most companies do not need to update their music on hold production more than 4 times a year.
• Even though they have become rarer recently some music on hold companies still offer tape decks. Tape Decks provide poor sound quality and the tapes are notorious for breaking.

By Carmine Monte

www.holdtel.com