Chapter 6: Setting Up Tools to Enable Calling Across Regions

The Right Tools Turn Strategy Into Execution

Even the best teams can struggle without the right tools. International expansion introduces complexities – time zones, cultural preferences, compliance, and call quality—that can overwhelm operations without systems in place. The right tools not only eliminate these roadblocks but turn calling into your competitive advantage.

This chapter outlines how to:

• Acquire and set up localized numbers to boost trust and engagement.
• Implement dialers and routing workflows to maximize productivity.
• Track performance using real-time analytics and AI insights.
• Ensure top-tier call quality across all markets.

With CloudTalk at the core of your calling systems, your team can operate efficiently and deliver exceptional experiences no matter where they are.

Step 1: Acquiring Localized Numbers

A local phone number is often your first point of contact with prospects. And first impressions matter. Localized numbers build trust, increase pick-up rates (up to 40%!), and make your business look established in the region.

What to Consider When Acquiring Local Numbers

#1 Country-Specific Requirements

• Some regions (e.g., Germany) have specific requirements, such as business documentation, ID verification, or a local address to acquire a number.
• Example: A US company expanding to Germany needs to provide official proof for a +49 number.

#2 Types of Numbers

• Local Numbers: Perfect for outbound campaigns and creating trust with prospects.
• Toll-Free Numbers: Best for inbound support, but may feel impersonal for outbound sales.

#3 Compliance Management

• Ensure adherence to regional telecom regulations (e.g., GDPR in Europe) to avoid penalties.

CloudTalk Workflow:

CloudTalk provides guided support for regions with stricter compliance requirements.m manages all calls across regions.

Instantly acquire localized numbers in over 160 countries.

Step 2: Dialers and Workflows to Boost Productivity

Outbound calling can be time-consuming without the right workflows. Dialers automate the process, reducing idle time and increasing efficiency. The right dialer depends on your campaign’s scale and goals.

Choosing the Right Dialer

#1 Power Dialer

• Automatically dials numbers one after another, minimizing downtime.
• Best For: High-volume outbound campaigns to test market demand quickly.

#2 Parallel Dialer

• Dials multiple numbers simultaneously and connects reps only when someone picks up.
• Best For: Teams looking to maximize efficiency and handle a large number of leads quickly.

#3 Click-to-Call

• Allows reps to call directly from the CRM with one click.
• Best For: Personalized, low-volume outreach requiring tailored messaging.

CloudTalk Workflow:

• Use power dialing mode for large-scale market validation campaigns.
• Use the parallel dialing mode for speed and efficiency when working through large lead lists. AI voicemail detection ensures you get only connected to live calls.
• Combine with call dispositions to identify and segment responses, refining targeting over time.

Story Time: Learn how Dentakay grew call volume by 2.5X

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Step 3: Optimize Call Routing to Eliminate Waste

Without smart routing, calls can get lost, delayed, or misdirected—hurting productivity and customer experience. Setting up routing workflows ensures every call connects to the right person.

Key Routing Workflows

#1 Time-Based Routing

• Direct calls to reps during local business hours, increasing connection rates.
• Why It Matters: Avoid calling leads at inconvenient hours, which can damage trust.

#2 Skill-Based Routing

• Assign calls to reps based on skill sets, such as language proficiency or product expertise.
• Example: Ensure French-speaking prospects are routed to French-speaking reps.

#3 Caller-Based Routing

• Automatically distribute calls based on external data sources, like CRM integrations or customer history.
• Example: Route premium-tier customers to senior reps.

#4 VIP Queues for High-Priority Customers

• Prioritize high-value leads and existing clients with expedited access to available agents.
• Why It Matters: Reduces wait times for your most important customers.

#5 Business Hours Rules

• Define operational hours to automatically route calls to voicemail, other teams, or alternate offices outside of working times.

CloudTalk Workflow:

• Set your business hours.
• Configure the call flows using CloudTalk’s visual call flow designer to build routing rules tailored to your team structure.
• Add VIP tags for your high-priority customers.
• Use real-time dashboards to monitor routing effectiveness and make adjustments on the fly.

Explore call flow design with practical examples.

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Step 4: Tracking Performance With Analytics Dashboards

Your tools should do more than enable calling – they should provide insights that improve performance. Analytics dashboards allow you to monitor results and optimize your strategy continuously.

CloudTalk Workflow:

• Use analytics dashboards to track performance by region, team, and individual reps.
• Set alerts to identify dips in connection rates or spikes in handle time for quick intervention.

Step 5: Using Call Transcripts and AI Conversation Intelligence

For teams operating across languages and regions, AI tools streamline performance management and drive continuous improvement.

How AI Helps Global Teams

• Automated Call Transcription: Convert calls into text for easy review and analysis in multiple languages.
• Cross-Region Coaching: Supervisors in HQ can review transcripts to coach reps even if they don’t speak the local language.
• Actionable Insights: AI identifies trending topics, sentiment analysis and talk/listen patterns to help with coaching.

Story Time: Learn how Capitalo boosted efficiency by 83.3% with AI

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Step 6: Ensuring Call Quality Across Borders

Call quality can make or break conversations, especially in sales and support. Ensuring clear, reliable connections builds trust with prospects and customers.

How CloudTalk Guarantees Global Call Quality

• Best-in-Class Global Infrastructure: CloudTalk’s multi-carrier strategy ensures crystal-clear call quality and reliability, no matter the region.
• Latency Management: Minimize delays with strategically placed global servers.
• Redundant Servers & Data Backup: Redundant servers take over instantly during maintenance or outages, ensuring calls remain live and uninterrupted. Continuous multi-region backups keep your call data safe, recoverable, and protected from disruptions.
• 24/7 Monitoring: CloudTalk’s team proactively identifies and fixes issues before they affect performance, providing constant updates.

What’s Next

With your tools and workflows in place, it’s time to focus on scaling calling operations and integrating them into a broader multi-channel strategy. In Chapter 7, we’ll explore how calling fits into a cohesive expansion plan alongside email, ads, and other channels.