For SMEs who wish to offer a high quality customer service, it is important (obligatory?) To have a virtual switchboard that suits their needs, is feasible, reliable, and has a team of professionals behind where The client knows that it has that support. With the virtual switchboard you will have at your disposal a series of advantages and benefits that, if up to now your SME did not have it, now thanks to this post we will understand the why of the importance of the virtual switchboard in a company.
– Offering added value with respect to the competition: By hiring a high-quality virtual PBX system, we are able to offer a worthy Customer Service to be above the competition in terms of image.
– Sell without limits: Most likely your company does not just sell a single service or product. With a correct Customer Service you will get to the customer, extract all the necessary information, learn about their needs (known by customers and the unknown), and thus try to show and sell something more than could in principle have been. There are a few situations in which a customer contacts a company with an X need, not knowing that maybe X is not what he needs, but Y and Z. It reaches your customers in a better way. Sell more and better.
– Give a more professional image as a company to customers: Customers love to know that they have your support; That the company is there for them when they need it, this is a reality. That a customer calls a company and this is always communicating gives a very bad image is the truth. By hiring a virtual switchboard we can set up locutions, queues, and endless possibilities that will make customers have a much better image of us as a company.
When giving a QUALITY Customer Service, care must be taken with the following points:
– Poor rapprochement with the client: Nobody likes that when they call a company they have 15 minutes waiting, jumping from one department to another, from one agent to another, without being solved their needs. This happens in many companies that have dptos. Of Customer Service that are impersonal or cold, giving that feeling of distance to the calling customer.
– Lack of professionalism: When it comes to Customer Service, not all companies are professionals. From those that communicate without stopping, to which their agents convey a lack of professionalism and constant respect. This is fatal for a customer and the company, because if the first image is not the most positive, we are at risk of losing a possible sale or even a customer. You also have to take great care of the attention given, that the deal is the right one – not too far or too close. Do not forget that customers always come first.
With this article today we would like to make known the importance of the correct Customer Service since this is not always done as expected. By hiring a virtual exchange with Neotel we make sure we are covering the main needs in order to offer a good customer service.
Neotel has been offering virtual PBX, call center software and CRM since 2001. We are Telecommunications professionals. Call now and request more information without obligation.
Ensure quality interactions between the agent and the customer with Neotel
That a call center is nothing without the agents that integrate it is something obvious. Agents are the face of the company and keep this alive. When a customer calls the company, the first thing they will hear is the agent who receives and picks up the call. The agents have a great responsibility as an image of the company so it is fundamental to understand the importance of the position of this worker.
How can a company ensure that the quality of service offered by the agent is as expected? This is harder than it might seem at first, although call center agents can do different things to make sure everything works properly.
To begin with, never forget that a happy agent is a productive agent. Depending on the mood of the agent, this will affect the quality of the work of the agent. It is important for the manager or Coordinator of the call center to know that the situation at the personal level of the agents of the call center is adequate for the correct functioning of the tasks that the agent needs to perform every day. An agent who does not feel happy at his job is an agent who is sure to be letting go of good opportunities when it comes to getting new leads, contacts and leads. A happy agent in his job is an agent who will give the maximum possible performance of himself and always looking for the ultimate benefit of the company in question.
Setting realistic goals is important as well. Many call centers stifle agents by implementing goals that simply are not feasible, which is a mistake. Some calls will take longer than others. And if the agent feels pressured to reach a number of calls per day, perhaps we are falling into the error of not devoting sufficient time and necessary to certain calls and customers, so that at the end of the day we are losing more than That we are going to win. The work experience for the agent is not going to be the most optimal, and this is something that clients notice. The agent will feel overwhelmed and the client will have a bad image of the company, and not a professional. Certainly allowing the agent to devote the time he considers necessary for each call is something important for any call center that honors.
Asegurar interacciones de calidad entre el agente y el cliente con Neotel
Que un call center no es nada sin los agentes que lo integran es algo obvio. Los agentes son la cara de la empresa y mantienen viva a esta. Cuando un cliente llama a la empresa lo primero que va a escuchar es al agente que recibe y descuelga la llamada. Los agentes tienen una gran responsabilidad como imagen de la empresa por lo que es fundamental entender la importancia de la postura de este trabajador.
¿Cómo puede una empresa asegurar que la calidad del servicio que ofrece el agente es la esperada? Esto es más difícil de lo que en principio podría parecer, aunque los responsables de agentes del call center pueden realizar distintas tareas para verificar que todo funciona de forma correcta.
Para empezar, nunca olvidar que un agente feliz es un agente productivo. Dependiendo del estado de ánimo del agente, así se verá repercutida la calidad del trabajo de este. Es importante para el responsable o Coordinador del call center conocer que la situación a nivel personal de los agentes del call center es la adecuada para el correcto funcionamiento de las tareas que el agente necesita desempeñar cada día. Un agente que no se siente feliz en su puesto de trabajo es un agente que seguro estará dejando pasar buenas oportunidades a la hora de conseguir nuevos Leads, o contactos y clientes potenciales. Un agente feliz en su puesto de trabajo es un agente que va a dar el máximo rendimiento posible de él mismo y siempre mirando por el beneficio final de la empresa en cuestión.
Fijar objetivos realistas es importante también. Muchos centros de llamadas asfixian a los agentes implantando objetivos que simplemente no son realizables, lo cual es un error. Algunas llamadas van a necesitar de más tiempo que otras. Y si el agente se siente presionado con alcanzar un número de llamadas por día, quizás estemos cayendo en el error de no estar dedicándole el tiempo suficiente y necesario que requieren ciertas llamadas y clientes, con lo que al final del día estamos perdiendo más de lo que vamos a ganar. La experiencia de trabajo para el agente no va a ser la más óptima, y esto es algo que los clientes notan. El agente se sentirá agobiado y el cliente va a tener una imagen mala de la empresa, y no profesional. Sin duda permitir al agente que dedique el tiempo que considera necesario para cada llamada es algo importante para cualquier call center que se precie.
Requirements to use VoIP telephony in my company or home
Continue reading to find out if you already have what you need to use IP telephony:
1-. Operator IP Telephony – Neotel
You need an IP telephony operator that will provide you with the line and a telephone number.
2-. Softphone, IP adapter or IP phone
As IP telephony makes use of VoIP technology you can use the landline from other mobile devices:
– Using computer / smartphone + installing a softphone application. You can use IP telephony via your computer or mobile device thanks to the installation of a softphone application.
– IP adapter linked to a traditional phone.
– VoIP phone. This is a phone specially designed for IP telephony. It offers the highest quality and takes advantage of all the advantages of IP telephony.
3-. Internet connection
If you have doubts about if you can use IP Telephony with your current Internet connection do not hesitate to ask us.
IP telephony
Any form of Internet connection is valid to use IP Telephony.
If you already have an Internet connection, you can start enjoying the benefits of IP telephony.
Without an Internet connection, however, it will never be possible to use this technology since, as we have said, it is based on the same technology for its operation. Previously with the traditional telephony when making the calls the voice was transmitted by cable. Now with VoIP telephony the voice is sent over the Internet.
Surely you already know the advantages of migrating to IP telephony in your company or home, right? And as of today already you know the requirements to be able to enjoy all the advantages that this technology offers:
– VoIP Operator: Neotel
– Softphone / IP Adapter / IP Phone
– An Internet connection
Take the final step towards IP Telephony!
Requisitos para usar Telefonía VoIP en mi empresa u hogar
Continúa leyendo para saber si ya dispones de lo necesario para usar telefonía IP:
1-. Operador Telefonía IP – Neotel
Necesitas un operador de telefonía IP que te va a proporcionar la línea y un número de teléfono.
2-. Softphone, adaptador IP o teléfono IP
Como la telefonía IP hace uso de la tecnología VoIP podrás usar el teléfono fijo desde otros dispositivos móviles:
3-. Conexión a Internet
Si tienes dudas acerca de si puedes usar Telefonía IP con tu actual conexión a Internet no dudes en preguntarnos.
Cualquier forma de conexión a Internet es válida para usar Telefonía IP.
Si ya dispones de una conexión a Internet, ya puedes empezar a disfrutar de las ventajas que ofrece la telefonía IP.
Sin una conexión a Internet sin embargo no será posible nunca usar esta tecnología ya que, como hemos comentado, se basa en esta misma tecnología para su funcionamiento. Anteriormente con la telefonía tradicional al realizar las llamadas la voz se transmitía por cable. Ahora con la telefonía VoIP la voz se envía a través de Internet.
Seguro que ya conoces las ventajas de migrar a la telefonía IP en tu empresa u hogar, ¿verdad? Y a partir de hoy ya también conoces los requisitos para poder disfrutar de todas las ventajas que esta tecnología ofrece:
¡Da el paso definitivo hacia la Telefonía IP!
Integration between Neotel and Google Calendar
Neotel has connected its Call Center Software with the popular Google calendar.
Integration objective: to facilitate the creation of calendars in Google Calendar from the Neotel switchboard.
Once the calendar is created you can add users with Gmail (Google) accounts so that the events appear.
In this way to the commercial street or anyone with a Gmail account, will appear the events on their mobile phones or any device from where they access your Gmail account.
The administrator of the Neotel switchboard can assign the workers’ calendars to the telemarketers, so that they can create appointments or manage the assigned calendars.
All this can be completely managed from the Neotel Call Center Software, guaranteeing the privacy of the events, the easy management of permission assignments in order for the PBX administrator to have total control over users and events.
Integración entre Neotel y Google Calendar
Neotel ha conectado su Software de Call Center con el popular calendario de Google.
Objetivo de la integración: facilitar la creación de calendarios en Google Calendar desde la centralita de Neotel.
Una vez que el calendario está creado se puede añadir usuarios con cuentas Gmail (Google) para que les aparezcan los eventos.
De esta manera a los comerciales de calle o cualquier persona con una cuenta Gmail, les aparecerán los eventos en sus teléfonos móviles o cualquier dispositivo desde donde accedan a su cuenta de Gmail.
El administrador de la centralita de Neotel podrá asignar los calendarios de los trabajadores a los operadores, para que estas puedan crearles citas o administrar los calendarios asignados.
Todo esto se puede gestionar totalmente desde el Software para Call Center de Neotel , garantizando la privacidad de los eventos, la fácil gestión de asignaciones de permisos con el objeto de que el administrador de la centralita tenga control total sobre usuarios y eventos.
The Importance of Correct Customer Service
For SMEs who wish to offer a high quality customer service, it is important (obligatory?) To have a virtual switchboard that suits their needs, is feasible, reliable, and has a team of professionals behind where The client knows that it has that support. With the virtual switchboard you will have at your disposal a series of advantages and benefits that, if up to now your SME did not have it, now thanks to this post we will understand the why of the importance of the virtual switchboard in a company.
– Offering added value with respect to the competition: By hiring a high-quality virtual PBX system, we are able to offer a worthy Customer Service to be above the competition in terms of image.
– Sell without limits: Most likely your company does not just sell a single service or product. With a correct Customer Service you will get to the customer, extract all the necessary information, learn about their needs (known by customers and the unknown), and thus try to show and sell something more than could in principle have been. There are a few situations in which a customer contacts a company with an X need, not knowing that maybe X is not what he needs, but Y and Z. It reaches your customers in a better way. Sell more and better.
– Give a more professional image as a company to customers: Customers love to know that they have your support; That the company is there for them when they need it, this is a reality. That a customer calls a company and this is always communicating gives a very bad image is the truth. By hiring a virtual switchboard we can set up locutions, queues, and endless possibilities that will make customers have a much better image of us as a company.
When giving a QUALITY Customer Service, care must be taken with the following points:
– Poor rapprochement with the client: Nobody likes that when they call a company they have 15 minutes waiting, jumping from one department to another, from one agent to another, without being solved their needs. This happens in many companies that have dptos. Of Customer Service that are impersonal or cold, giving that feeling of distance to the calling customer.
– Lack of professionalism: When it comes to Customer Service, not all companies are professionals. From those that communicate without stopping, to which their agents convey a lack of professionalism and constant respect. This is fatal for a customer and the company, because if the first image is not the most positive, we are at risk of losing a possible sale or even a customer. You also have to take great care of the attention given, that the deal is the right one – not too far or too close. Do not forget that customers always come first.
With this article today we would like to make known the importance of the correct Customer Service since this is not always done as expected. By hiring a virtual exchange with Neotel we make sure we are covering the main needs in order to offer a good customer service.
Neotel has been offering virtual PBX, call center software and CRM since 2001. We are Telecommunications professionals. Call now and request more information without obligation.
La importancia de la correcta Atención al Cliente
Para las PYMEs que deseen ofrecer un servicio de Atención al Cliente de máxima calidad es importante (¿obligatorio?) contar con una centralita virtual que se adapte a sus necesidades, que sea viable, fiable, y que cuente con un equipo de profesionales detrás donde el cliente sepa que cuenta con ese respaldo. Con la centralita virtual tendrás a tu disposición una serie de ventajas y beneficios que, si hasta ahora tu PYME no contaba con ella, ahora gracias a este post vamos a entender el por qué de la importancia de la centralita virtual en una empresa.
A la hora de dar un servicio de Atención al Cliente de CALIDAD hay que tener cuidado con los siguientes puntos:
Con este artículo hoy nos gustaría dar a conocer la importancia de la correcta Atención al Cliente ya que no siempre esto se realiza como se espera. Contratando una centralita virtual con Neotel nos aseguramos de estar cubriendo las necesidades principales para poder ofrecer una buena Atención al Cliente.
Neotel lleva desde 2001 ofreciendo servicios de centralita virtual, software para call center y CRM. Somos profesionales de las Telecomunicaciones. Llama ahora y solicita más información sin compromiso.
Looking for a virtual switchboard for my company
If you have an old telephone installation in your company, today in our blog we want to invite you to know more about the virtual switchboards we offer at Neotel. From Neotel we organize customized projects for each company. Contact us through 902 088 500 | 952 64 10 34 or write to us via the contact form and our technicians will then contact you to clarify and show everything related to virtual switchboards. Find out and ask for a free quote without obligation. From the jump in your company to the Virtual Switchboard and discover its advantages today!
The Neotel virtual exchange allows you to manage all your communications at a very competitive price. With Neotel everything are advantages.
Neotel Virtual Switchboard
Virtual Switchboard Features
– Call queue.
– Call pickup.
– Idioms.
– Management of schedules.
– Management of agents.
A virtual switchboard allows you to make free phone calls between employees so we are saving money.
With a virtual switchboard all are advantages: all communications within your company are managed from a single phone number regardless of the number of locations and locations. In addition with the virtual switchboard we save on physical machines and wiring, with the corresponding saving that this supposes in level of space and money.
The Virtual Switchboard, a 100% winning bet
Get rid of your old telephony and upgrade to Neotel’s virtual switchboard now. Help your company take a step forward. Improve the image of your company and make a better impression to your customers. The Neotel virtual switchboard means working with a future technology, which Neotel is a reality now.
Buscando una centralita virtual para mi empresa
Si tienes una instalación telefónica antigua en tu empresa, hoy en nuestro blog os queremos invitar a que conozcáis más acerca de las centralitas virtuales que ofrecemos en Neotel. Desde Neotel organizamos proyectos a medida para cada empresa. Contacta con nosotros a través del 902 088 500 | 952 64 10 34 o escríbenos vía formulario de contacto y nuestros técnicos se pondrán en contacto seguidamente con usted para aclarar y mostrar todo lo relacionado con las centralitas virtuales. Infórmate y pide presupuesto gratuito sin compromiso. ¡De el salto en su empresa hacia la Centralita Virtual y descubra sus ventajas hoy mismo!
La centralita virtual de Neotel le permite gestionar todas sus comunicaciones a un precio muy competitivo. Con Neotel todo son ventajas.
Centralita Virtual Neotel
Características de la Centralita Virtual
Una centralita virtual permite realizar llamadas telefónicas gratuitas entre los empleados por lo que con esto ya nos estamos ahorrando un dinero.
Con una centralita virtual todo son ventajas: todas las comunicaciones dentro de tu empresa se gestionan desde un único número de teléfono independientemente del número de sedes y ubicaciones de las mismas. Además con la centralita virtual ahorramos en máquinas físicas y cableado, con el correspondiente ahorro que esto supone a nivel de espacio y dinero.
La Centralita Virtual, una apuesta 100% ganadora
Deshágase de su antigua telefonía y evolucione a la centralita virtual de Neotel ahora. Ayude a su empresa a dar un paso adelante. Mejore la imagen de su empresa y cause una mejor impresión a sus clientes. La centralita virtual de Neotel significa trabajar con una tecnología de futuro, que en Neotel es una realidad presente ya.