Identify the Basic Service Platform You Need

These days, types of audio conferences are usually grouped into two categories: reserved and reservationless.

Reserved services would include conference types that require you to contact the service provider and schedule a conference call for a specific call type, date and time, number of lines, and a specified duration. Within this scenario, your options include an operator dialed conference (you provide names and phone numbers for your attendees to the call center, and an operator connects them at your scheduled start time); a toll free operator attended service (you receive a toll free number for your conference, and an operator greets each party who dials in, requests the caller’s name and any other information you have asked to be collected, then places the party into your conference); and a fully automated toll free service (upon scheduling the conference, you receive a toll free number and a passcode, which you distribute to your attendees.

At the time of the conference, they dial the toll-free number, the conference bridge system queries them for the passcode, and they are placed directly into the conference without any operator intervention.)

Most companies still offer toll services that are comparable to the toll free service offerings. For some organizations, toll services may be a viable option if (a) your conference activity is limited to in house and you have a very aggressive long distance rate in place for all the relevant locations; and (b) you are a not for profit organization and your attendees do not mind paying a long distance charge through their own long distance carrier in order to attend the conference. Even within this scenario, make sure you crunch the numbers. Because most conference call bureaus do not have as many lines provisioned for toll usage as they do for toll free, your overall cost may be higher than using a toll free service.

Reservationless services eliminate the need to schedule each conference call with your service provider. By establishing a separate host account for each person within your organization that is authorized to conduct a conference, you will ensure that conferences can be made with consistent toll-free dial in numbers and passcodes. Reservationless host accounts are available for use twenty four hours a day, seven days a week.

Typically, conference call bureaus that offer reservationless services will provision each host account with anywhere from twenty to sixty lines that can be used at any time. However, be sure to read the fine print. There are some providers that offer reservationless conferencing, but their lines are on a first come first serve basis; they will not guarantee line availability at all times of the typical business day. This could result in a situation where not all of the attendees slated for a meeting will be able to access the conference.

Verify Optional Services Available With Your Selected Service Platform

In addition to selecting the basic platform, investigate what additional services may be used to further customize the structure of your conference call. As an example, if you have selected a reserved service type with operator involvement, verify that the operator will perform a roll call for you at the beginning of the meeting. Inquire as to whether you can have a project number, client matter number or department number related to your call on the invoice. Also make sure you understand how to reach an operator during the conference, should you require assistance.

Should reservationless services be a better fit for your situation, check into what service prompts may be activated by the host or the participants. As an example, does the host have the ability to mute the entire conference for a time, allowing for a lecture style of meeting to occur? Does the host have the ability to dial out and bring a party into the conference? Does the service have recording capability? Can you obtain a CD or tape of the recorded meeting?

Approach each provider you query with a list of service options that you consider essential to the success of your conference calls. As you identify providers that do offer the options you need, verify whether or not there is an additional charge associated with each option. While most audio conference providers offer many optional services at no charge, do not assume that because one provider offers operator assistance during the call at no charge that all providers do likewise.

How About Special Projects?

Perhaps you find that a Reservationless service is a great fit for your day to day needs. What about those times when you need something a little different?

Many conference call bureaus offer highly structured services for special meetings that may occur on a monthly or quarterly basis. While terminology varies, just about any conference call provider will know what you are referring to if you ask for information on event conferencing, earnings conferences, large party services, or quarterly shareholders meetings.

These types of meetings usually include support that is not available with basic services, such as full time operator attendance, question and answer sessions conducted with the assistance of the operator, polling services, and customized scripting for introduction of speakers. In addition, many conference call providers will supply an attendance list after the conference, most commonly by email and on an Excel spreadsheet or as a PDF.

One note on pricing when it comes to these special projects. While the temptation to use one provider for your day to day services and another provider for your occasional high profile services might be tempting, consider these points: (1) your day to day provider is more apt to give you a discounted rate for your high profile meetings, simply because they are already running your other calls; and (2) your day to day provider already has a working knowledge of your corporate culture, and would most likely be in a better position to make constructive suggestions regarding the structure of your high profile meeting.

What Happens When You Need Help?

It is imperative that you select a conference call service that allows you and your attendees to obtain assistance before and during the conference. In the case of reservationless services, be aware that some services that offer rock bottom pricing do so because the services are fully automated. There is no option to obtain operator assistance during a meeting and no help line for anyone to call if they are having difficulty getting into a conference.

Should you have opted for a reserved conference, there is almost always the ability to obtain operator assistance during the meeting, and also a help line for persons to call if they have not connected with the conference. However, make sure you verify there are no additional charges for the operator assistance.

After The Call – Deciphering the Conference Call Invoice

Just about every conference call bureau varies in what amount of detail they will include on your invoicing. Before signing up, ask to see a sample copy of their basic invoice, and make sure you can understand the data without calling in a college professor. You and your Accounts Payable team do not need to spend large blocks of time dividing up charges between different departments, figuring out the average cost of a call based on adding two or more line items together, or having to call back to your provider for additional information about the call.

Once you have viewed the sample invoice, ask if there are other details that may be captured. If your provider bills on a monthly basis, is there a way to sort the calls by department with a sub sort by host name? Is it possible to capture ANI for each line (the originating phone number for each caller location)? Does customized billing cost extra?

Remember that the success of each conference call does not end when the parties hang up. Until the conference has been billed with detail that is acceptable to the customer, the call has not been a true win-win for you or the service provider.

You May Be Talking Audio, but Don't Forget Web and Video

A simple telephone conference may fulfill your needs for now. But just to be on the safe side, inquire about web conferencing and video conferencing options that your audio service has available. Even if you don’t have an immediate need for either, go ahead and obtain pricing and information. Should you ever need web or video, you will have at least one quote on the table when your company president asks you to investigate those options. Also keep in mind that if you have a long established relationship with your audio provider, the chances are you can go back and obtain further reductions in pricing on those initial quotes.

Down to the Nitty Gritty - Pricing

Any competent business person will attempt to addressh two key points when evaluating a new vendor: customer service and support, and pricing. Within your corporate culture, you will need to determine if these items are of equal importance or if one reigns higher in the food chain. If customer support is a high priority within your business model, make sure the customer service practices of your conference call provider are in step with your own standards. It may translate into a slightly higher price tag, but you are ensuring that your personnel will be treated with the same degree of respect and esteem that you exhibit to your clientele.

Just as you would do with any vendor, make sure the conference call service you select meets all the criteria relevant to the way your company conducts conference calls, and is also equipped to offer additional conference solutions as you grow and your needs broaden. The result will be a happy and productive working relationship for many years to come.