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Dear Sir or Madam, How, you ask, can a modern telephone infrastructure improve your level of service? Or perhaps you would like to know what good call skills can do for your sales activities? In this newsletter, you will find our tip sheet with seven valuable ideas, as well as a recommendation for an audio book on effective telephoning. This issue also contains: a new case study on a flexible complete call center solution and the latest on VoIP/SIP trunking.
 There is also another opportunity for you to win: We are holding a drawing for three copies of the audio book “Bei Anruf Erfolg”, by top sales trainer Umberto Saxer. We wish you pleasurable reading and, of course, good luck in the drawing.
Here is an overview of this month’s topics:
We wish you a pleasant reading experience
Your Clarity AG
More efficiency, more satisfaction, more success! The Clarity tip sheet for better customer service
 People seek it, demand it, preach it and swear by it: Service – the key to customer satisfaction. But, how can good service be ensured at an affordable price? What can be done to make sure that it reaches the customer? And which steps can be taken to help a company stand out from the competition? There are a number of ways in which over-the-phone corporate communication can be used to significantly improve service quality. In our latest tip sheet, we show you how to set up your telephone infrastructure in a way that will boost your level of service and customer satisfaction. See for yourself how you can take advantage of the possibilities!
 Every industry has its own unique characteristics, and every company has its own way of doing business. That is why Clarity offers individualized solutions to every customer, based on proven technologies and customized configurations. Depending on what you need to accomplish, the conception and implementation of a telephone system with PBX functionality or a call center solution can be a highly complex undertaking. In the following case study, we introduce you once again to another interesting project:
A telephone communication system for service centers and in-house use
The organizational consulting firm border concepts GmbH specializes in providing services for national and international universities and educational institutions. The company is involved in a diverse range of activities, including inbound and outbound telephone services. For its comprehensive service spectrum, border concepts requires a flexible, technologically advanced telecommunication system that can be used for both its service center and its own daily business telephoning needs. The telephone system is used mainly for the “Education Service Center”. This is the communication and logistics center of border concepts GmbH, which functions as something of an outsourced academic advisory office for national and international universities. This service in particular requires rapid and easy expandability ...
Most of Clarity’s customers in the past have opted for so-called local loop lines/subscriber lines (a mode of access which allocates a dedicated line for each call). Only the extensions are operated by the customers via VoIP/SIP. But, there are convincing arguments in favor of a shift to VoIP/SIP for trunk lines as well. For instance, customers working with the Clarity Communication Center eliminate the need for gateways between S2M/E1 or S0 trunk connections and the system through the use of VoIP/SIP connections. They also have full flexibility with respect to the number of lines available.
Take, for example, a small call center with 30 outbound agents, which connects to the trunk via primary multiplexers (these link the telephone system to the ISDN). If the call center decides to use ninety subscriber lines (three S2M/E1 connections), it pays the corresponding amount each month for the three primary multiplexers (each multiplexer accommodates 30 lines). The situation is different with VoIP/SIP trunking: With some VoIP network providers, the company simply uses as many channels as it needs. This might be 50 channels one month and 110 the next. The company pays the provider only a small basic fee for use of the lines, and naturally the charge for call minutes. Thus, the customer has full flexibility when it comes to the number of trunk channels, and saves the gateway fees on top.
As for the justified questions some may have with respect to call quality: Nowadays, provided enough bandwidth is available, it has become impossible to tell the difference. And some VoIP/SIP trunk providers offer test phases lasting several weeks, in which customers can decide whether the solution is operating as they wish. VoIP/SIP already has a track record of acceptance for in-house extensions. Now, this alternative technology is gaining ever greater acceptance for inbound/outbound lines as well. Have questions about VoIP/SIP trunk lines? We would be glad to help you find out all you need to know!
A good telephone infrastructure is an excellent basis for increasing efficiency and improving service. But, having trained agents on the line can add significantly to the benefits for your company. Especially if the telephone is used as a sales tool. If your schedule doesn’t allow you to provide face-to-face training in this area, perhaps you should try the audio book by renowned sales coach Umberto Saxer. On 4 CDs, he conveys a fundamental understanding of telephone marketing and provides valuable suggestions for effective telephoning.
The program includes information on:
• how to improve telephone skills and (thus) telephone sales success
• how to more effectively arrange better quality sales appointments
• how to individualize “reasons to buy” and confidently overcome resistance
• how to negotiate in a targeted, customer appropriate way that will ensure that you close the sale
In conclusion: The tips presented by the audio book are not only for beginners. Seasoned professionals can also benefit from the information and skills presented. It is actually a lot of fun to listen to the entertaining lessons while driving – even if you have listened to them before. We are giving away three copies of the audio book from Rusch publishers (http://www.beianruferfolg.com). The deadline for entry is 15th December 2008 and no legal liability is assumed for the results of the drawing. To enter, simply send an e-mail to newsletter.feedback@clarity-ag.net with “Bei Anruf Erfolg" in the subject line. Good luck!
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