Secrets to Successful Conference Calls Part Two – The Right Provider


Last week, I talked to you about how planning and execution are important to having a successful conference call. Despite your new found ability to plan a great event, depending on your conference call provider, you could be setting up for a disappointing experience. Not all conference companies are created equally, so here’s a quick little guide to choosing the best provider so that you can have a successful conference call.

How Do You Decide?

In my experience, price is the most common concern for new customers. No matter if they are switching from one company to another, or if they are 100% new to hosting conferences, price is where decisions get made. I understand that – sticking to budgets is important. An excellent rate is imperative, but there is more to consider than just how much you pay per minute. Here are some dos and don’ts of choosing your provider.

DO:

  1. Choose a provider who asks you about what you need / want to do on a conference. This is my favorite question to ask customers, because not only does it help me to define what you need, it also helps me to let you know about other features that are available. If it’s your first conference call and you’re going to have a 300 person conference, I usually suggest an operator assisted event so that you can make sure the call goes smoothly.
  2. Pick the company that provides the quickest response for customer service. When choosing a provider, consider the response time if something doesn’t go correctly. More than once, I’ve had customers switch to AccuConference because other services offered zero customer service. It’s an important consideration in the process, because if there’s an issue, you want someone to answer the phone and be able to work with you to solve the problem.
  3. Shop Around. Most telecommunications providers offer some form of conference call services. However, it never ceases to amaze me when people are shopping around that are currently under contract to pay around 15 and 20 cents per minute. There are better deals with other services, with better reliability. While you’re looking around, take our handy list of questions to use when choosing your conference call provider.

DON'T:

  1. Accept restrictions. We ask to know about any conference that will be over fifty people otherwise you just use the service as you need to. For other companies, that number may be set lower or higher, and could be restricted to the times of day or days of the week. Don’t accept this when you choose a conference company, there are plenty of others.
  2. Use a service that isn't secure. When you choose a provider, you need to find out how their telephones lines work. A lot services will use public lines (and the internet) to route you and your participants to the conference room. A service like ours doesn't use public teleconference lines, so you’re going to have a more secure experience.
  3. Conference without a guarantee. Does the provider you’re choosing have a 100% guarantee on their services? A provider that doesn't work with you when a call doesn't meet your expectations probably doesn't offer customer service the way you need.

You can plan and plot your conference call or online meeting all you want, but without a reliable conference call provider, you and your participants might be disappointed in the outcome. Do ask the right questions and don’t hesitate to call us directly if you have any questions.

Secrets to Successful Conference Calls: Part One – Setup and Testing

Everyone knows that the first step to hosting a conference call is finding the best conference call provider. After you know who you’re going to use as your conference host, you can turn your attention to planning and executing your event. Over the next couple of weeks, I’ll be sharing with you some of the best tips that we’ve learned in our own experiences, as well as some of the impressively smart things our customers have been doing.

Here are the first two secrets to successful conferences.

Conference Size Estimation

Let me just be blunt with you – if this is your first conference call, you’re likely to overestimate. Let’s say you send out 300 invitations to a conference, my experience tells me that your turn out is going to be around 150. Because you’re going to pay based on how many lines you reserve, you want your estimate to be as accurate as possible. In addition, different kinds of conferences will yield varying results.

Here are three of the most popular kinds of conference and the kinds of attendance results we see.

First Time / Sales Types of Conferences

We have a client who hosts conference calls that are advertised on infomercials - you might have seen them if you’re up at two in the morning. They have three thousand people sign up for one conference call and in the end only about six hundred show up. Make sure the provider you’ve chosen will allow you to make changes 24 hours in advance of your call; you don’t want to pay for over estimations.

Mandatory Events

We have another customer who hosts conferences that are state mandated classes. People sign up for them and her attendance runs around 85%. Anything that is a mandatory meeting will have a higher than average attendance because, well, people have to attend the conference.

Pay to Attend

A conference that requires people to pay to attend will yield close to 99% attendance. No one is going to waste good money to pay for a conference they don’t attend. One of our customers sets up classes they teach through our conference calls. We know if they ask for 150 lines, they will have 150 people show up.

Considerations For Last Minute Events

Remember that the more last minute your conferences, the lower your attendance will be. More than once, we’ve had people set up last minute operated calls where they invite fifty or sixty people and only end up getting ten or eleven total attendees.

If you’re an AccuConference customer, we always suggest using registration pages on conferences where you’ll be sending fifty or more invitations. This will help you to know exactly how many of your invitations have been accepted and filled out.

Testing and Quality

Sound quality is one of the biggest issues we hear about on conference calls. Not all phone systems are created equally and your method can cause any number of poor connection issues. There are two things that can drastically affect your conference sound quality – like feedback, cut outs, and general disruptions to your conference.

  1. Phone Equipment
  2. Phone Provider

Before you start your conference, you need to run down some basic testing steps both before your call begins and while in pre-conference with your speakers.

  1. Get a co-worker and dial into a test conference the day before your conference. Testing is all about creating a dress-rehearsal, so mimic the same set up that you will have when it’s time for the live conference. Use the same phone, put yourself in the same room, and let your co-worker tell you about any sound issues like echo or feedback.
  2. On the day of the call, use a pre-conference to check the same things with your other speakers. Make sure that everyone can be heard and that the lines aren't cutting out.

Correct estimates of conference attendees and testing your equipment before the call are very important parts of your conference planning session. If you need some help planning your next event, give us a call and let us take it from there.