Ozonetel Blog

Blog 2018-05-25T04:33:02+00:00

How to make collection calls? Cash in on the right technology.

“A customer who is delinquent on a loan is, first and foremost, a customer. If handled correctly, a collections customer can still yield new sales. If handled incorrectly, current and future sales could be lost.” Chris Maranis* As most contact centers for financial institutions, products and services know, debt collection calls constitute a large volume of agent work. This includes loan or credit card payment reminders, upcoming payments, and overdue bill collections. These calls are rarely pleasant. This controversial and potentially confrontational topic needs to be tackled with sensitivity, speed, and most importantly, loads of tact! Let’s consider some [...]

By | November 13th, 2019|Categories: Ozonetel|0 Comments

A Quick & Easy Guide to ‘Automatic Call Distribution’

ACD, aka Automatic Call Distribution, is a telephony software tool that automates incoming call distribution amongst your staff. A business can define rules for how this distribution takes place, based on their needs.  Generally, an ACD works with your call routing parameters to connect callers to the right department; and then follows another set of rules to determine how these calls are distributed amongst your workforce. First, Understand Call Routing There are two steps to distributing your calls perfectly amongst your workforce.  The first step is call routing. Call Routing is a set of rules that determine which agent, [...]

By | October 5th, 2019|Categories: Ozonetel|0 Comments

Everything call centers should know about HIPAA

Does your healthcare practice use a VOIP a cloud telephony system to communicate with patients, forward or answer calls? Or does your call center cater to the healthcare vertical? In either case, HIPAA awareness is critical for you. We’ve compiled an exhaustive blog on everything you need to know about HIPAA compliance for your call center or phone communications. What is HIPAA? HIPAA or Health Insurance Portability and Accountability Act of 1996 is a United States legislation. It offers data privacy and security for the safe upkeep of the medical information. This act came into being after a series [...]

By | August 28th, 2019|Categories: Ozonetel|0 Comments

Can an IVR be part of a work of art?

Would you ever imagine that an Interactive Voice Response can be part of a work of art? Yes, the very same IVR, or voice response that greets you when you call businesses to book appointments (or complain).  In the right hands (and with the right voices) apparently, it can. Project “On Her Own” is one of the grant winners of the Gender Bender Project 2019— a joint venture by the Sandbox Collective and the Goethe-Institut / Max Mueller Bhavan.  The project encourages women to call a phone number where they can listen to a story, and then leave a story [...]

By | August 9th, 2019|Categories: Ozonetel|0 Comments

9 Strategies to integrate Social Media with your Customer Care

Learn how social media can help you deliver better support than ever before. Social media platforms provide customers with more power and influence than ever. When they are happy with a brand, they take to their favorite platforms to express their delight. Likewise, a disgruntled customer will also take to social channels to express disappointment. And this has a wide-ranging impact: 45% of consumers share bad customer service experiences via social media. 88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts.   Therefore, it makes sense for businesses to aim [...]

By | July 29th, 2019|Categories: Ozonetel|0 Comments