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Most sales coaching arrives too late to change the call that needed it. This guide to call monitoring for sales managers covers when to listen, whisper or barge, how to coach reps mid-call without undermining them and how to stay on the right side of UK GDPR.
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A practical guide to designing an IVR menu: which options belong on it, what order they go in, how long the script should run, what happens out of hours, and where the call lands when nobody presses anything. With four scripts to adapt.
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What cold calling looks like in UK B2B now: building a list worth calling, structuring the call, the objections that recur, and what the rules require before you dial.
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VoIP is a new IP-based communication system that is revolutionizing the business telephony industry, and will soon replace fixed-line telephones once and for all.
Many statistics already predict the gradual withdrawal of traditional telephony from the market by 2025.
But what exactly is Voice Over Internet Protocol (VoIP), and how does it work?
At first glance, it may seem an overly complex or technical concept, but after reading this content, it won’t hold any secrets for you!
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← Blog 9 ways to boost sales with artificial intelligence Artificial intelligence, which used to be kept under wraps, is now finding its way into every aspect of marketing and sales. Algorithms are boosting customer knowledge, optimising actions and boosting sales results tenfold. However, in this technological craze, companies must be careful not to fall into a dehumanised approach, since the human factor remains the guarantor of a lasting customer relationship. In this article, discover 9 concrete applications of AI to increase the sales process. As you read on, you’ll learn how these technologies are transforming salespeople’s work to boost results, while reinforcing the human-centric customer approach. 1 – Chatbots Now a must-have AI solution, chatbots automate exchanges with customers on digital channels. Thanks to this technology, the most frequent queries receive an instant response, without requiring the intervention of an agent. The chatbot understands the questions asked thanks to natural language processing (NLP), and responds according to the data in its knowledge base. The most relevant answers have been defined in advance by the marketing and customer service teams. The chatbot then selects the appropriate response based on its analysis of the customer message. This automation of simple, recurring queries offers multiple benefits : Saves time for the customer, who receives an immediate response, 24/7. Reduced workload for customer service teams, who focus on complex requests. Improved customer satisfaction thanks to instant processing. Personalise responses by refining algorithms according to customer profile. Many sectors are now adopting chatbots to improve digital customer relations : In e-commerce, a chatbot on the website informs visitors about products and facilitates the purchasing process. In banking, it interacts with customers via the mobile app to provide account balance or block a card. In telecoms, it notifies users of their consumption or the evolution of their package. In the tourism sector, they chat on social networks to recommend activities or answer practical questions. With chatbots, the customer experience becomes more efficient in many sectors. This AI technology optimises exchanges across all channels for 24/7 accessible customer service. 2 – Highly personalised recommendations Product recommendation algorithms use artificial intelligence to offer each customer the most relevant references according to their tastes. This extreme personalisation boosts sales by facilitating the discovery of new, adapted products. The recommendation engine exploits data such as products already consulted or purchased by the customer. It identifies their preferences and determines which references are likely to interest them, from a vast catalog. AI goes even further, analysing customers’ overall behaviour. It detects correlations between products that would escape the human eye. In this way, the engine is able to suggest items that match the customer’s expectations, even if there is no obvious link with their habits. Fine-tuning recommendations for each customer profile offers multiple advantages: Extremely personalised user experience on the website or app. Easier discovery of relevant new products. Conversion rate boosted by offering references in line with needs. Additional sales by encouraging the purchase of related products. This ultra-personalised recommendation technology is successfully used by Amazon, Netflix and Spotify, among others. Whatever the sector, AI paves the way for tailor-made suggestions for each customer, to increase the average shopping basket. 3 – Predict sales using statistical models AI predictive sales analysis enables accurate estimates of future sales volumes. Statistical models make robust projections based on past data and market trends. These complex mathematical models incorporate multiple parameters. They take into account historical sales over several years to identify trends. New market share gains are also taken into account, as well as the constant evolution of demand and buying behaviour. The impact of seasonality is also taken into account, with sales of certain products fluctuating according to the time of year. Marketing and sales actions planned for the coming months are projected into the estimates. Product launches and discontinuations also influence projections. Finally, the overall economic situation and its repercussions on the business sector are analysed. The combination of all these parameters makes it possible to establish solid forecasts thanks to the power of AI. Accurate sales forecasting offers the following advantages, among others: Anticipate stock-outs and shortages by adjusting production and supply levels. Optimise team sizing to absorb anticipated peaks in activity. Adapt individual and collective objectives to anticipated trends. Allocate marketing and sales budgets to periods of maximum impact. Adjust the supply chain by alerting suppliers to future needs. As you can see, predictive sales analysis using AI improves anticipation in many areas. Companies can look ahead with confidence and optimise their operations accordingly. 4 – Automatically target high-potential customers Automatic targeting algorithms identify the profiles in your customer base most likely to buy your products or services. AI determines the prospects with the best potential to optimise sales actions. The targeting engine exploits the behavioural data collected. It analyses each customer profile in detail: Interactions on the website ; Purchase history ; Reactions to marketing campaigns ; etc. It deduces a propensity score, reflecting the likelihood of purchase or conversion. Profiles with the highest scores are automatically integrated into emailing, social selling or online advertising campaigns. Lower scores are worked on with “churn” algorithms to retain prospects before they leave the site for good, for example. Optimising sales targeting with AI generates multiple benefits. Lead conversion is boosted by targeting mature and advanced profiles in the sales funnel. Sales productivity is boosted as teams focus exclusively on very high-potential leads. Acquisition costs are also reduced, as only relevant prospects are targeted. Thanks to this refined targeting, the conversion rate increases throughout the entire customer journey. Last but not least, ROI on campaigns is significantly improved thanks to the precision of targeting made possible by algorithms. Thanks to automated targeting, teams can concentrate their efforts on high-potential prospects and customers, for greater efficiency. 5 – Segment your customer base finely Intelligent AI segmentation automatically partitions the customer base into homogeneous groups. Each segment presents common characteristics and behaviours. This tailor-made segmentation makes it possible to personalise sales
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← Blog 12 most useful applications for fine tuning Microsoft Teams Teams has established itself as Microsoft’s flagship software, with a growing number of compatible applications. Increasingly used by businesses, it is becoming the meeting point for different corporate tools. That’s why many software applications have created a Teams extension, to better integrate their services with the videoconferencing software. What are the most useful applications? And how has Teams made its way onto our computers? Here are the answers. Teams, Microsoft’s star performer Teams is the new Windows ? Microsoft has succeeded in changing its image, and is no longer perceived as a digital dinosaur, but as an innovative player. For a long time, Windows was seen as THE software suite that everyone worked on, but its image had become outdated. Not open source enough, not innovative enough. New online services and applications developed by Microsoft have given it an old-fashioned look. If the Richmond-based company has managed to turn the corner, it’s thanks in no small part to the move to a cloud-based suite, Microsoft 360, and a solution like Teams. The young application has established itself in everyday use, and has been strengthened by the development of telecommuting. In March 2020, Microsoft Teams celebrated its 3rd anniversary, reaching 44 million daily users. The collaborative platform, which integrates videoconferencing, file storage and transfer with SharePoint, note-taking with Onenote and meeting planning with Outlook, has established itself as a central service not only for businesses, but also for individuals. It’s not just in the office that we’ve become accustomed to exchanging messages and videos. The same applies to our private lives, with the restrictions imposed by Covid. So it’s hardly surprising that Microsoft has recently adapted Teams for home users. In particular, with features to make daily life easier, such as to-do lists and event creation, and an interface that lets you know what’s important or urgent, such as taking out the trash or booking a restaurant… The latest sign of the importance the American firm attaches to its service: it will be compatible with the group’s latest innovation, the Mesh metaverse. At Ignite, its annual conference dedicated to tech professionals, Microsoft unveiled the arrival of its virtual reality universe in Teams. This new feature enables remote meeting participants to interact as personalized avatars in immersive spaces, from any device, without special equipment and regardless of their location. The aim is to offer more interaction during remote exchanges. Teams has well and truly supplanted Windows and is part of the American giant’s revival. Among the reorientations undertaken by new CEO Satya Nadella, and which are so successful for the company, is the opening up of a previously locked-down ecosystem. As a result, other applications can connect to Teams and further extend the service’s potential. Here’s a selection of the most useful applications for tuning up your Microsoft Teams. The most useful applications and tools for Microsoft Teams Here’s a selection of 12 of our most useful apps. There’s something for everyone: from HR to marketing to managers, or simply to improve working conditions for all employees. 1 – The sound Successful video conferencing isn’t just about the quality of the software or the connection. The conditions in which you capture the sounds and interventions of each person often bring a clear improvement to your conferences, especially when several people are involved. Shure, for example, offers the full audio range from microphone to loudspeaker to make remote meetings more enjoyable. 2 – Project management A must-have for teamwork, project management software has also been integrated into Teams. Keep track of what needs to be done, in what order and by whom. You can ask questions about a particular part of the project, or find out at a glance when a task is due. These are just some of the solutions offered by task management software. And rest assured, your favorite is probably already compatible. For example, Tello, Asana or Wrike. 3 – Analytics Of course, Microsoft also offers add-ons for its application. For example, PowerBI, a business intelligence and analysis program, can be integrated into Teams in the form of tabs. The aim is to keep an eye on results in relation to set objectives. In this way, marketing departments can track which keywords bring in the most traffic, which pages are viewed the most or which call-to-actions are the most effective. 4 – Polls Hosting a remote meeting is never easy. Relying on an instant polling tool is a great way to get your audience active. Poly allows you to conduct polls via Teams, gathering feedback from participants before, during or after the meeting. Was this meeting useful? Do you have an anecdote to share before we start the meeting? Which speaker do you prefer for our next event? Polly makes it easy to ask these questions remotely. 5 – Team Building Remote working has the major drawback of ruining team spirit. Or giving it a serious knock in the wing. So to encourage exchanges and positive feedback, you can rely on Karma. The app encourages you to praise a successful presentation or answer a question, by awarding points to each. The aim is to recognize each person’s work and keep the pleasure and desire to work together alive. 6 – Q&A Finding information is often a headache in today’s increasingly centralized world. However, there’s an application that developers have been using for a long time, which allows you to put all your information in one place and structure it into a simple tree. It’s called Wiki. The software is the perfect way to make a practical guide available to all, which everyone can add to. Ideal for collecting processes or FAQs. In short, a real knowledge repository. 7 – The flipchart If there’s one thing we miss in remote meetings, it’s the post-it note! How can you have a proper brainstorming session, work on a prototype or even map out the competition without a board on which to
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← Blog Why you should dematerialize your mobile phone fleet: the key steps with Onoff Business Imagine if you could stop managing all the mobile subscriptions, SIM cards and smartphones for the company. Managing a mobile fleet does not offer much added value to a business and yet it takes a lot of time for the purchasing department, HR or managers who deal with it. This is why dematerialization is a very interesting option and why Onoff Business can help you to be more productive. But how do you go about it when you already have a mobile phone fleet? And what are the advantages of dematerialization? 4 good reasons to dematerialize your mobile fleet Saving time Each time an employee is joining or leaving the company, a telephone and a business number must be assigned. Between the back and forth with the employee and the contracts to manage, this simple task becomes time-consuming. Dematerializing your mobile fleet solves these problems. Assigning and modifying phone lines is simply done from an online interface. As for the employee, he/she only has to download the application to be immediately operational. Saving money Instead of managing many phone subscriptions, a cloud-based solution allows you to compile all your business phone lines on a single invoice. Onoff offers a very competitive subscription at 9€/month/number which allows unlimited calls in France and to Europe, and grants unlimited SMS in France. It is a commitment-free subscription with no hidden costs. Enhance your data Thanks to the dematerialized management of business phone lines, the company can also manage its business contacts on a centralized basis. This way, the important information that gives a competitive edge to the enterprise, stays under its control. Reducing your environmental impact You no longer need to have a business phone and a personal phone. Thanks to a digital solution, employees can use their business number on their smartphone. While promoting this digital sobriety, the company reduces its impact on the environment. Onoff Business, the online solution Onoff Business was imagined by Taïg Khris. The former extreme sports champion and serial entrepreneur had the idea to dematerialize mobile numbers. His invention, Cloud Numbers, is designed to get access to a mobile number from a simple mobile or desktop application. Just like an email address, you can now get connected to your mobile number from any device, without having to transfer your SIM card. The business offer, Onoff Business, is very simple to set up. A platform to manage everything online From a simple online interface, you can easily assign and reassign numbers to your colleagues. Everything is managed on a single invoice for all of your team members. And the setup process is incredibly simple to get started with: just download an application and start making calls. It works instantly! They’re up and running in seconds. Create new phone lines easily The platform allows you to create new phone lines and assign them to your team members once you have sent them their connection information by email. A system of labels and colors helps you to organize the phone lines according to the structure of your company. The interface also makes it possible to reassign a number – for example when a person is leaving or being replaced – or to have several mobiles ring from the same number. Install everything from anywhere at once Both for managers and co-workers, everything can be done thanks to remote management. To connect to Onoff Business, you just have to log in to your account on the website. As for the employees, they just have to download the Onoff Business application, available on iOS and Android, directly on their phone. Key steps How do you switch to a fully cloud-based telephony? Here are the key steps you should take to dematerialize your business telephony. If you don’t have a mobile fleet yet: Create your professional account on Onoff Business. Register online and instantly add your team members to the management platform. You can add phone lines to all team members really simply. The interface is a well organized tool: you can quickly organize your team’s phone lines by using labels and colors. Once phone numbers are assigned to your colleagues, you can mail them the login details. They will be able to easily find the business mobile number they have been assigned by logging in from the Onoff Business application. Ask each user to download the Onoff Business application and to log in with the login details received on their email address. Once connected, each team member is immediately operational and can call and send SMS with the assigned number. If you already have a mobile fleet: Before changing your entire mobile fleet, you may want to do a test phase with a limited number of employees. When the test is conclusive, you can extend it to the whole company. List all the people who own a business mobile and ask them if they want to keep it or if it duplicates their personal smartphone. If you don’t have the information, you can easily create a survey on platforms like Typeform or Google form in order to collect all the relevant information. Create an Onoff Business account and generate the number of phone lines you need for each employee. Ask each employee to download the Onoff Business application and log in with his or her login and password. You can prepare a short tutorial or demo in order to simplify the onboarding, even if it is very easy to use. Collect old smartphones from the company and recycle them. Thanks to our partnership with Recommerce, a specialized expert in cell phone reconditioning, you can have your old mobile fleet bought back. You are contributing a little more to reducing the environmental impact of our digital devices. Many entrepreneurs simplify their lives thanks to Onoff Business. Loïc Benhayoun, co-founder of Card.pm, appreciates the usefulness of Onoff Business: “I subscribed to Onoff Business in
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← Blog Dematerialization: 7 solutions for your company Whether it is in an ecological approach, to reduce costs, to optimize administrative procedures or to save time, dematerialization has many advantages. A simple electronic invoice can reduce processing costs by about 25%. But dematerialization is not only limited to administrative processes, in fact, different tools allow you to optimize many daily activities in your company. Here are some good solutions to adopt in 2020! Yousign, no more paperwork No more paperwork, no more exorbitant printing costs and no more waiting for documents to be processed. With Yousign, for the dematerialization of your administrative documents, getting your contracts signed has never been easier. This French alternative to DocuSign allows you to securely sign, send and store any contract. Swile, goodbye luncheon vouchers This French startup has set itself the goal of dusting off paper meal vouchers by transforming them into payment cards. Thanks to this dematerialization of the tickets, no more need to top up! In addition to having a mastercard to make your payments in one of the 220,000 partner establishments, you can benefit from Apple Pay as well as a customer service that can be reached by chat, in less than a minute. The cherry on top? Swile allows employees to order as a group to get discounts at restaurants. The administrative management of the voucher allocation is also simplified to the maximum. Onoff Business, no more cumbersome second (business) phone Having a business phone and a personal phone? Not only is it cumbersome and costly, it is no longer necessary. With the French solution, Onoff Business, you can simplify your life by giving all your employees one (or several) additional numbers directly on their personal phones. The allocation of numbers is done in a few clicks and they are all hosted on the cloud, accessible from different devices and this, anywhere in the world. The added bonus: the possibility of opting for international packages to benefit from communications at local rates. AR24, switch to electronic registered mail Because sending registered letters is for many synonymous with ordeal, AR24 offers a 100% online solution to optimize its shipments while having the same legal value as a traditional registered letter. This dematerialization solution would reduce the cost of sending registered letters by half and the time spent on sending them by more than 80%. No more printing, enveloping and travelling to post offices! iPaidThat, the automated, simple and collaborative pre-accounting tool iPaidThat automatically collects your invoices online and monitors your cash flow by comparing the imported invoices with your bank statements and informs you if an invoice is missing. On top of that, the startup gives you access to a quick and easy mobile expense management application for all employees. Notion, simplify your notes An all-in-one solution: notes, docs, knowledge base, tasks and projects but also data tables, all in one application. Concentrating on many uses, Notion will simplify your life with an organization proposed in the form of 27 blocks divided into 5 categories according to the uses. The best way to understand it is to try it because the features are vast. Libeo, free yourself from invoices Libeo has imagined a solution that allows you to manage and pay your supplier invoices online by sending a simple email. You don’t even need an IBAN or to manually enter all invoices, the application will save you up to 10 hours per week of management while limiting data entry errors. Even the reminders can be automated. This Parisian fintech plans to become the Lydia of professionals, as simple and as fast. Why should you choose dematerialization ? Electronic Document Management (EDM) allows you to optimize processes, to respond to brand image issues or to concerns about regulatory compliance and rationalization strategies. Beyond this type of management, many initiatives are proposed to companies to facilitate the daily life of employees. Digitization is all the more important as it has been encouraged by the French government for several years now. Since January 2017, pay slips have been issued in electronic format for private employees as stipulated in Article 54 of the Labor Law. For this year 2020, the Macron law of August 6, 2015 provided that all companies are obliged to accept electronic invoices. Making money by digitizing Overall, almost everyone stands to gain, it has been shown that a paper invoice would cost about nine euros where an electronic invoice costs only three. The dematerialized elements would then be 79% of supplier invoices and 28% of electronic invoices issued by BtoB SMEs. In the end, 46% of savings would be achieved by implementing dematerialization coupled with a good workflow system. So, beyond invoices, don’t wait any longer to limit your environmental impact while saving money. Work better as a team thanks to online solutions Teamwork has always been a guarantee of productivity gains. With the development of digital tools, this collaboration is greatly facilitated. By improving communication and facilitating remote work, digital technology encourages teamwork. Task sharing and communication tools promote joint work and the development of a collective intelligence that is more likely to solve the company’s challenges! Be better informed Automatic tools allow you to collect statistics and information that are essential to the management of a company. Memorized, formalized and accessible to all, the data collected no longer remains in the hands of one department but can be accessed by all. Save time with dematerialization Governance tools to better manage meetings, document management tools to simplify and facilitate data entry and follow-up, project management tools: all these new uses linked to digital technology are aimed at saving entrepreneurs’ most precious asset, their time. At Onoff, our goal is to bring this modernity and simplification to the management of companies’ mobile fleets. This is why our online solution is both easy to install and easy to manage on a daily basis. It is in line with those solutions that streamline and improve day-to-day work. To make it a successful
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← Blog Digital transformation: switch to Onoff Business Are French people resistant to digital technology? The French, skeptical about innovation 90% of French people believe that innovation is not necessarily an improvement for everyday life (Opinionway survey for Amaguiz from 2018). In this survey, none of the digital innovations fully attract support: neither connected objects, nor domestic assistant robots, or even Artificial Intelligence. Many doubt the positive impact of these technologies on our societies. 5 digital-related fields where France is lagging behind This mistrust is reflected throughout society and impacts France’s digital competitiveness. According to the study conducted by the European Commission (The Digital economy and society index), France is ranking below the European average regarding the following 5 areas : Connectivity Population’ digital know-how Digital services usage Digitalization of companies and e-commerce development Digital government services. This lack of confidence in innovation is undermining France’s competitiveness. Moreover, the need for digital transformation of society and companies has been noticed following the Covid-19 crisis. With the lock-down, new digital processes have been activated. According to The Work survey by Service Now, 87% of executives in France say that the pandemic has led their company to reconsider the way they work. The pace has been accelerated by the pandemic, but now we must find the right balance between the immediate need felt during lockdown and the deeper changes that are ongoing. Digital transition is speeding up, towards services such as Onoff Business We at Onoff Business have seen our customers facing this emergency. With lockdown, many companies and associations have used Onoff Business to obtain business lines for their employees. Their primary need was to provide a professional mobile number that could be used on any smartphone, without having to equip everyone with a company cell phone. And since Onoff Business can be set up in 10 minutes, remotely, the solution was perfect to keep in touch with customers and users, while giving employees a pro line, protecting their privacy. The Covid-19 crisis has speeded up Onoff Business adoption, but switching to cloud-based telephony sometimes raises a few eyebrows. How to smooth the change to make companies more competitive? How can we promote the companies’ digital transformation in order to improve their competitiveness? How to facilitate digital transformation within your company? Digital technology is a real lever for development and it allows us to maintain our activities in case of a crisis. What are the main inhibiting factors to our digital transformation? The 4 main obstacles to digital transformation The organizational weight According to an article written by Socialy, 39% of companies encounter internal resistance to digital transformation. The organizational dimension often slows down the development of new solutions. You have to know how to think ahead according to your company’s needs and convince your employees for a successful digital transformation. The lack of digital skills Digital technology impacts all companies and at all levels. However, as the European Commission’s report has pointed out, there is a lack of good IT training in France. A good knowledge of digital tools is key to their adoption. A digital transformation strategy cannot be considered without employee training. Lack of funding Some digital tools are expensive. Or involve expensive equipment purchases. Not to mention the need to attract the right tech profiles. Having a clear vision of your objective when introducing new digital solutions makes it easier to solve this tricky budget issue. Lack of management involvement To train or to be coached on the digital transformation of his company is something crucial for a manager. Transformations have to be carried out by managers. Especially since digital technology also influences relationships within the company by leveling out pyramid systems. The 8 steps to accept change John P. Kotter, a Harvard Business School professor, has defined the 8 steps leading to a successful change in a company. He assumes that change, to be efficient, must be global and not fragmented or isolated. Here are his recommendations for getting change adopted: The urgent need for change To make people accept the change, we must understand that it is necessary or even an emergency. To achieve this goal, John P. Kotter advises to rely on concrete facts: statistics, competitor analysis, customer complaints… You have to demonstrate through arguments that the change is necessary. A powerful leadership team To lead the change, you need a strong team, with players who have a real weight within the company and the legitimacy to lead the change (in terms of expertise, seniority, but also leadership and charisma). The most significant thing about change is that it must be driven by several people in the company. A vision providing meaning Change must integrate a strategic vision, giving meaning to the project, so that people’s contributions match up with this common goal. This vision must be translated into plans and deliverables, to make the change concrete. Ongoing communication As soon as the vision and the needs have been shared, it is important to communicate on the project’s evolution and to value the past steps as small victories. Dealing with obstacles Change inevitably involves fears or resistance. These obstacles must be identified in order to be able to respond to them. All resistance must be addressed to ensure the success of the transformation. Avoiding discouragement Digital transformation is a long process. To keep up with this marathon, it is necessary to demonstrate that the first steps have been taken. These intermediate victories must be sufficiently representative and materializable to encourage teams and avoid running out of steam. Upgrading your team’s skills For a deep and lasting change process, you must help your teams to develop their skills and knowledge, as well as their attitudes. Ensuring that change is a fundamental part of the corporate culture It is very important to connect change to your business and to your employees’ daily lives. The evolution of personal postures is a key stage of change and must be taken into account. Going digital: Onoff Business
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