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For those looking to expand by trading internationally, HMRC has recently issued a guide* to exporting and importing. Intended for the first time international trader as well as those looking to brush up on their knowledge the guide is specifically aimed at those trading outside the EU.
At 69 pages long the HMRC guide is not for the faint hearted but does set out the answers to the most commonly asked questions. The guide also runs through the documents required as well as setting out the roles and responsibilities of agencies such as the UK Border agency and the HMRC departments dealing with international matters such as VAT, Excise, etcetera.
Of course, knowing the right procedures to follow when trading outside the EU is only part of the story. To be able to trade means having contacts with potential suppliers or clients and that is not always easy even in these multinational times. Whilst attracting international clients is easier than in pre-internet days it is still important to make it as easy as possible for clients to contact you. Luckily services such as the Callagenix International Phone Number service are there to help you.
Using International Phone Number services allows a business to advertise a local presence in over 100 countries worldwide without needing to establish a physical presence in those countries. International regional or freephone numbers enable a business to advertise a local number whilst automatically diverting calls to an office anywhere in the world. This means that your potential customers are more likely to relate to you as a local business whilst allowing you to trade globally.
Just taking one example, suppose you wanted to offer your product or service in the Chinese market. A China 401 toll free number will allow anyone within the 31 Chinese provinces to dial your business without charge. An automatic call forwarding function diverts the calls to your nominated switchboard and on to the right person within your firm. For example, if you also trade with countries other than China your virtual switchboard could be programmed to route the China 401 calls to a designated department within your firm which is staffed with Chinese speaking employees.
With the Callagenix international phone service opening up your contact range and the HMRC document giving you guidelines you can be ready to join the 73%** of UK SMEs who believe in an export led economic recovery.
*To find the Import/Export document search under “HMCE_PROD_008051”
**American Express FX International Payments survey May 2011
Thursday, 28 July 2011
Tuesday, 19 July 2011
Calling the future
At Callagenix we believe that the future of the telephone system, particularly for businesses is via the internet. So it was interesting to see a report from the National Centre for Health Statistics in the USA which predicted that by 2018 only 6% of Americans will be using home telephones via standard phone lines.
With the rest of the domestic population relying on mobile and broadband for their calls it is easy to predict the eventual demise of the standard telephone system. After all, with such a small percentage using telephone lines there is no incentive to maintain them when faults develop. So what could this mean for the UK?
Co-incidentally Ofcom have just released an interactive map of the UK showing broadband speed information. Unfortunately for those looking to use this map as an aid to help with house hunting and business decisions the map only drills down as far as administrative area. So, for example, the county of Devon has an average Broadband take up of 69%, average sync. speed of 6.4Mbit/s but with 17.2% getting less than 2Mbit/s. Also within Devon a lucky 17% have access to superfast broadband.
Anyone looking to move their internet based business to Devon and relying on these connection figures should beware as the figures given conceal the fact that many rural areas within Devon have no access to broadband at all. This is the same for other rural areas in the country with places such as Wales, the North of the UK including Cumbria and Northern Scotland faring worse than Devon.
For those businesses which do have access to a reliable broadband connection, the future of telephony is via the internet. With cheaper calls linked to telephone recording and interactive switchboard those businesses which embrace internet telephony will find that marketing and sales can climb to new heights.
No longer will the cost of telephone calls restrict marketing campaigns. VoIP calls are cheaper than landline calls. No longer will customers be pushed from pillar to post around departments. Interactive switchboards can be programmed to swiftly and automatically route customers to the right person, even recognising the telephone number of regular callers and switching them without the need for “push button 1”. And no longer will clients be told to phone another number for a separate office as all departments can be seamlessly joined within the one switchboard router.
Within the 6% left on basic landline there will always be those who for valid reasons are unable to switch to other methods of communication. For the rest and particularly those in business the death of the land line is an opportunity waiting to call.
With the rest of the domestic population relying on mobile and broadband for their calls it is easy to predict the eventual demise of the standard telephone system. After all, with such a small percentage using telephone lines there is no incentive to maintain them when faults develop. So what could this mean for the UK?
Co-incidentally Ofcom have just released an interactive map of the UK showing broadband speed information. Unfortunately for those looking to use this map as an aid to help with house hunting and business decisions the map only drills down as far as administrative area. So, for example, the county of Devon has an average Broadband take up of 69%, average sync. speed of 6.4Mbit/s but with 17.2% getting less than 2Mbit/s. Also within Devon a lucky 17% have access to superfast broadband.
Anyone looking to move their internet based business to Devon and relying on these connection figures should beware as the figures given conceal the fact that many rural areas within Devon have no access to broadband at all. This is the same for other rural areas in the country with places such as Wales, the North of the UK including Cumbria and Northern Scotland faring worse than Devon.
For those businesses which do have access to a reliable broadband connection, the future of telephony is via the internet. With cheaper calls linked to telephone recording and interactive switchboard those businesses which embrace internet telephony will find that marketing and sales can climb to new heights.
No longer will the cost of telephone calls restrict marketing campaigns. VoIP calls are cheaper than landline calls. No longer will customers be pushed from pillar to post around departments. Interactive switchboards can be programmed to swiftly and automatically route customers to the right person, even recognising the telephone number of regular callers and switching them without the need for “push button 1”. And no longer will clients be told to phone another number for a separate office as all departments can be seamlessly joined within the one switchboard router.
Within the 6% left on basic landline there will always be those who for valid reasons are unable to switch to other methods of communication. For the rest and particularly those in business the death of the land line is an opportunity waiting to call.
Tuesday, 12 July 2011
Business chat not rabbit rabbit
A while ago a well known bank brought out a new advertisement based on the fact that its call centre staff were real people who were actively encouraged to chat on the phone to customers. In doing so it was attempting to move customers away from thinking of call centres as staffed by robots with “computer says no” mentalities.
In fact in the past decade or so there has been a tremendous amount of research into call centre processes and technology. With everything from accents and phrases used to the need to share a common culture coming under the spotlight the art of the call centre is now highly regulated.
Whilst some businesses have taken on board the results of this research, it is noticeable that many, whether using call centres or not, still fall down badly when it comes to making a business call. Partly this is due to the prevalence of telephones and mobiles within our culture. We all talk on the telephone so much that it is assumed that we know how to do so. Whilst those working within a call centre are usually trained, the rest of us often tend to be left to muddle through as best we can.
The fact is that whilst business calls can be friendly, that doesn’t mean that you can just rabbit on in the same way that you can when talking with friends. So what top three things should we look out for when making a business telephone call?
On a final note it is important to make sure that your telephone line and equipment are up to scratch. Poor equipment leads to crackly or faded lines and this is the last thing your clients want to hear.
In fact in the past decade or so there has been a tremendous amount of research into call centre processes and technology. With everything from accents and phrases used to the need to share a common culture coming under the spotlight the art of the call centre is now highly regulated.
Whilst some businesses have taken on board the results of this research, it is noticeable that many, whether using call centres or not, still fall down badly when it comes to making a business call. Partly this is due to the prevalence of telephones and mobiles within our culture. We all talk on the telephone so much that it is assumed that we know how to do so. Whilst those working within a call centre are usually trained, the rest of us often tend to be left to muddle through as best we can.
The fact is that whilst business calls can be friendly, that doesn’t mean that you can just rabbit on in the same way that you can when talking with friends. So what top three things should we look out for when making a business telephone call?
- Friendly is good, over familiar is not. Being friendly and showing interest is a good way to build up a rapport with your clients. So if your client supports a certain team a quick comment on the latest match works well, settling down to spend twenty minutes discussing the referee’s decision doesn’t. Your client has a schedule to keep and the longer you chat the more resentment will build up that you are keeping them from their day.
- Watch your language. This does not just relate to making sure that swear words are absent from your conversation. Whilst terms such as “mate” and “ducks” might be fine within a social group, your client may not appreciate them. Also keep away from jargon which is guaranteed to alienate most customers.
- Control your voice. It is true that how you are feeling will come through in the conversation so try to speak with a smile. Don’t rush your words as a gabble will just leave someone feeling confused. Finally take extra time to check understanding. When you speak to someone face to face you can tell if they understand you from their facial expression. With a telephone call it is important to check and check again.
On a final note it is important to make sure that your telephone line and equipment are up to scratch. Poor equipment leads to crackly or faded lines and this is the last thing your clients want to hear.
Wednesday, 6 July 2011
Securing your conversations
Organisers at the Paris Air Show recently were initially scratching their heads at apparent glitches in telephone and communication coverage around the site. It transpired that some of the aerospace companies appearing at the show had set up devices designed to jam telephone signals around their exhibitions.
The show director was forced to write to exhibitors warning them that scrambling public networks was a criminal offence in France and demanding that the jamming devices be switched off. It is believed the jamming may have been to prevent outsiders listening in on sensitive discussions. Whatever the reason the incident has raised important issues with regard to the security of telephone conversations.
The trouble is that whilst companies are focusing on data security the humble telephone call is often forgotten as a possible security risk. Just take any commuter train and you are surrounded by business conversations discussing everything from redundancies to contract details to policy. Even within the office calls which should be taken in a private room are often conducted in full hearing of other employees. Add in a hot summer with windows open and passers by also get the benefit.
On the other side of the coin, sometimes taping conversations is vital to ensure that proper procedures have been followed and that client instructions have been taken correctly. The ability to replay a conversation has saved many a business from having to pay large sums in compensation as well as facilitating training.
So, what is the solution? On the security front, the importance of telephone security should be written into every contract and employees reminded on a regular basis of the consequences of failure. This still relies in part on the willingness of the employees to be security conscious and enforcing a third party contract can prove almost impossible.
When it comes to taping conversations, the solution is far simpler. Switching to an internet based telephone system such as the Callagenix VoIP call and virtual switchboard package allows calls to be recorded and digitally stored as a matter of course. With search facilities and instant playback you can be secure in the knowledge that calls are available to listen to when you need them. The other benefits of VoIP systems such as cheaper calls, switchboard routing to order and international and local telephone numbers can transform a company’s communication policy overnight. If only all business challenges were so simple to solve.
The show director was forced to write to exhibitors warning them that scrambling public networks was a criminal offence in France and demanding that the jamming devices be switched off. It is believed the jamming may have been to prevent outsiders listening in on sensitive discussions. Whatever the reason the incident has raised important issues with regard to the security of telephone conversations.
The trouble is that whilst companies are focusing on data security the humble telephone call is often forgotten as a possible security risk. Just take any commuter train and you are surrounded by business conversations discussing everything from redundancies to contract details to policy. Even within the office calls which should be taken in a private room are often conducted in full hearing of other employees. Add in a hot summer with windows open and passers by also get the benefit.
On the other side of the coin, sometimes taping conversations is vital to ensure that proper procedures have been followed and that client instructions have been taken correctly. The ability to replay a conversation has saved many a business from having to pay large sums in compensation as well as facilitating training.
So, what is the solution? On the security front, the importance of telephone security should be written into every contract and employees reminded on a regular basis of the consequences of failure. This still relies in part on the willingness of the employees to be security conscious and enforcing a third party contract can prove almost impossible.
When it comes to taping conversations, the solution is far simpler. Switching to an internet based telephone system such as the Callagenix VoIP call and virtual switchboard package allows calls to be recorded and digitally stored as a matter of course. With search facilities and instant playback you can be secure in the knowledge that calls are available to listen to when you need them. The other benefits of VoIP systems such as cheaper calls, switchboard routing to order and international and local telephone numbers can transform a company’s communication policy overnight. If only all business challenges were so simple to solve.
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