The virtual PBX is much more than a tool for customer service centers. In fact, almost any type of business, regardless of its size, modality or economic activity, can take advantage of this technology. However, in order to understand its scope, it is important to know what functions this type of software has.
If you are wondering what a virtual PBX is, it is basically a program that allows you to manage and control mainly the telephone communications of a company. Of course, this type of software has evolved to overcome the barriers of telephone communication. Today, it offers solutions related to text messaging, fax and even web pages. Below, you will see nine functions or modules of this software of great commercial utility.
9.- Telephone Surveys: Find out what your customers want
Brands today want to know what their customers want in order to make more money. Social networks connect with the public, but it is not the best source of information to know commercial preferences. Faced with this problem, the virtual switchboard offers the possibility for companies to conduct telephone surveys.
These are placed in the IVR that companies acquire when working with the PBX. In short, this is the interactive system that we encounter when we call a company. The fact is that when customers initiate or end their calls directed to the company, they will listen and answer surveys using their keypad.
With these surveys, each user can be asked their opinion on, for example, which product or service they like the most. In this way, the company ensures more reliable information inputs that can be useful to outline the commercial strategy and create new products.
8.- Call statistics: more information for the company
One of the most positive aspects of hiring the virtual switchboard service is that it allows to control customer service. If, for example, a company has two people in charge of answering users’ calls, this system makes it possible to control the management of these workers.
It does not matter whether the company has a customer service center or an outbound call center for telemarketing. In both cases, the virtual PBX collects all the information of the calls to have an idea about how the communication occurs.
This is vital for companies that reach a certain volume of calls. Knowing the data from the statistical module allows to better organize the work in the call center to avoid call queues and abandonment. This is key for the company’s image, since nobody wants to negotiate with a company with which it is impossible to communicate.
7.- Spy monitoring: listen to how your customers are served
Monitoring is one of the strengths of the virtual PBX. Many times a business sells little due to the little effort made by the managers to empathize with people. In the same way, a company can obtain negative perceptions as a result of poor customer service.
The spy monitoring module allows owners to listen to their telemarketers and managers as they serve customers. This is ideal for online stores and businesses with orders placed over the phone. The PBX not only records each call, but also allows you to listen in on the call.
Spy monitoring as well as call recording allows new operators to be trained. Companies with customer service departments can use this module to evaluate their employees and contribute to their improvement.
6.- Virtual fax: Technology integration
Many companies, suppliers and even customers still use fax machines. In fact, there are even legal procedures that can be carried out by means of bureaufax. For all these reasons, it is important to have the ability to send and receive faxes in countries like Spain.
The virtual fax is a module that allows you to send and receive faxes even using e-mail. To do this, a special number is assigned to the company that contracts the service. This allows companies to adapt to customers and businesses that still work with this type of device, being a clear sign of versatility and adaptability.
To tell the truth, this seems a minor detail that opens the doors to many negotiations and sales. Just as it is important to be in all social networks, it is also vital to be open to all types of communication.
5.- Basic functions of the switchboard: formalizing customer service
Today’s virtual switchboard has many functions related to telemarketing and automation. However, it should not be forgotten that the first functions of this software were to manage calls in a professional manner.
The PBX allows you to transfer calls, mute them, put them on hold, among others. It seems simple, but this is vital to be able to attend a call with formality and leaving a good feeling in the customer. The mere fact of attending users using this type of functions, evokes a lot of seriousness in companies.
Similarly, having a virtual switchboard allows channeling all calls under the same phone number. This, which is the most basic aspect of this type of program, reflects seriousness and confidence in the callers. Therefore, it never ceases to be something important. For those who wonder how a virtual PBX works, these are its most basic features.
4.- Bulk SMS campaigns
The ability to send bulk SMS to customers is more than a module of the PBX, it is an addition to it. This system is one of the most effective telemarketing tools today. In fact, nowadays it is known that people tend to pay as much attention to text messaging as they do to their social network notifications.
This module basically allows you to write a text message for advertising purposes and send it to a large number of smartphones. In fact, this advertising technique is often seen in a better light than calls and has a very high open rate. It could be said that text messaging is a telemarketing formula quite approved by consumers themselves.
3.- Telephone dialers
The PBX hosted in the cloud allows to host dialers. These are modules that allow launching multiple calls to customers simultaneously. In addition, everything is done in an automated and intelligent way. The most requested dialers in the business world are the progressive dialer and the predictive dialer.
This type of system is ideal for coordinating all the work in outbound call departments. Phone dialers launch calls whenever a telemarketer is free to ensure a timely response to the customer. Because contacts are automated, productivity is never dependent on operators.
Implementing telephone dialers improves productivity in telemarketing departments. Today’s systems perform calculations based on advanced logarithms. In this way, the dialer always finds a way to increase the work in the call center.
Fixed and dynamic signaling
The signaling module offers a real opportunity for companies to communicate with their customers. This system is ideal to reach the most evasive customers, who do not like to receive business calls. In fact, this is the best kept secret of many service companies.
Signaling allows you to change the prefix or phone number by which a company communicates with its customers. This is useful for many of the goals that outbound calling departments set for themselves. For example, if a company is located in Barcelona and wants to communicate with customers in Madrid, it can use this feature and place a prefix of a Madrid location. From this, it will be easier for people to answer the calls.
This functionality works very well in the collection departments of companies. It is a very valuable tool that can be used strategically according to the type of customer to be contacted. It has two modalities: fixed and dynamic.
1.- WebRTC Line: Welcome to IP Telephony
One of the best aspects of hiring the virtual PBX is that it works with WebRTC line. This not only implies migrating all communications to IP telephony, which is much cheaper. It also has to do with having the company’s own advanced communication applications.
This implies, for example, having a virtual business environment to make video calls and videoconferences. Resorting to social networks to hold professional meetings over the Internet is a thing of the past. With this type of service, even this type of communication is formalized.
What is the best virtual switchboard: Neotel’s virtual switchboard?
Neotel’s PBX is one of the most modern and stable on the market. Its operation is guaranteed due to the fact that this is a product that has been developed for years. It is updated from new technologies and modules, but on a functional software, hosted on high-end servers and with a very simple interface for its use.
Neotel has the best prices and plans so that every entrepreneur can enjoy a service adjusted to their possibilities and needs. If you were wondering what is the best virtual PBX, you can visit our website and take a look at the features of this business software.
Click to call me back: what every business website should have
Currently, there is a tendency to separate call center tools from ecommerce tools. However, both systems can increase sales and interaction with potential customers if they are integrated. In fact, the new virtual PBX has an innovative module to improve the impact of the business or commercial website: click to call me back.
Those who have websites will understand that the world of plugins is vast, although it is often difficult to know how and what they are used for. This is one that is also part of the virtual PBX service in the case of Neotel. The virtual PBX is no longer a call center program and has now become a complete and integral telemarketing software.
The secret to sell more
The best marketers and entrepreneurs in the world understand that the right thing to do is to open as many channels as possible for communication with users. Most marketing theories and strategies indicate that part of business success lies in availability. The most successful ventures are those that are most available and everywhere.
Therefore, the use of telephone and Internet tools should never be understood as opposites. It is not that by having a web page, the right thing to do is to eliminate the call center or the means of communication via telephone. The more effective and operational communication channels a company has, the more likely it is to generate sales.
Some customers come to a company from one social network or another. Similarly, some prefer to write a private message, contact through the website or rather, communicate directly by phone. Precisely, click to call me back is a tool that integrates telephony and website, to facilitate customer service and of course, sales. But… What is this innovative system all about?
What is click to call me back?
Those who have experience with commercial websites know that the platforms have add-ons that allow to improve the reach and management of the same. The click to call me back is precisely an add-on designed to improve communication with the customer from the website.
The click to call me back is a button that is installed on the business website or virtual store. When pressed, customers who want to receive some information can see a box and enter their phone number. In this way, an agent of the company will contact them to answer any questions or in case they want to place an order.
This module of the virtual switchboard allows instant communication with users who discover the commercial website. With its installation and use, communication ceases to be in the hands of the user, and is arranged by the company at the user’s will. The impact of this tool is important, because it solves a major problem that all of us as consumers have experienced at some time.
The problem of most websites
Nowadays it is very common to look for products and solutions to our problems through Internet search engines. It has happened to almost all of us that we suddenly find the website of a company of interest and when we are ready to ask and make contact, it simply becomes impossible.
Websites are tools to increase the visibility of companies and in marketing strategies, they are placed as an essential element. The problem is that many of them publish telephone numbers that over time have become outdated. Similarly, sometimes the consumer finds an e-mail, writes to the company and gets no response. There is also the box that allows to leave messages, which is usually inoperative almost always.
Precisely, the click to call me back button gives the entrepreneur the possibility to contact users who might be really interested in the product or service offered. On the other hand, the customer will be sure that, by entering his or her number, an agent of the company will contact him or her. This is how this simple button allows our company to stand out from others in the eyes of consumers.
What do companies gain from the click to call me back button?
Convertibility: Companies that install and properly use the click to call me back button can convert Internet users into customers more easily. This is because they migrate people interested in the product to a much more direct conversation with a company representative or salesperson.
Immediacy: Thanks to this button, commercial communication occurs immediately. Instead of relying on the customer to communicate, the burden of communication falls on the company. Of course, this increases the opportunity to generate new sales.
Differentiate yourself from other companies: Something fundamental in business is to stand out from the competition. This must be done with the products and the brand, but also with the attention offered to the clientele. By offering click to call me back as a communication alternative, companies put themselves in a better position against others with outdated websites.
More avenues of communication: This button is basically another system by which customers can contact and receive personalized information. This implies projecting greater availability which also improves the perception that users have about the company.
Click to call me back: useful for any type of business.
The click to call me back button can be used by any type of business. Businesses that offer services can take advantage of it due to its immediacy. For example, a law firm can receive the numbers of potential clients and call back immediately, projecting its vocation to serve and help those in need. In fact, this plugin allows to show interest in the user, regardless of the hiring.
However, this PBX plug-in can also be included in virtual stores. In this case, the click to call me back can be oriented to answer customers’ questions, or as a mechanism for dealing with complaints. There is always a way to include it even in this type of website designed for direct online sales.
On the other hand, merchants who sell products but do not have an online store, can manage orders from this module.
How to obtain and install click to call me back?
Click to call me back is one of the modules of Neotel’s virtual switchboard. Therefore, it is a service provided to entrepreneurs and companies that contract this service. The inclusion of this module in the monthly plan is very economical, costing only 25 euros per month for its installation and use.
For those who do not know what a virtual switchboard is, it is a telemarketing and customer service software, which allows to manage business communication. It has the basic features of call center software, but includes many other functions and add-ons. Basically, it allows the implementation of IP telephony, databases and other necessary implements for a formal, professional and intelligent business communication.
On the other hand, the installation of the click to call me back button is done by Neotel’s IT experts. This is done in a very simple way and does not affect the design of the business website. Everything is done in an expeditious manner and the client can request to place it in the section of their digital portal that seems most convenient.
Neotel: quality telemarketing software
Neotel offers entrepreneurs and traders its innovative telemarketing software. This virtual PBX goes beyond the applications and functions for answering phone calls. Our program also has complementary modules to work with other communication channels and generate more sales, as well as the best attention to your customers.
Some of the modules most used by our customers are the call launchers, the call robot, the virtual fax, the signaling, the sending of massive SMS, the CRM and many more. These as well as the click to call me back button are effective to connect with the public and achieve better communication and increased sales flow.
Our virtual PBX has a long history of good performance, stability and speed. Neotel is a company that has been in the business telecommunications market for more than twenty years. Our virtual PBX is used by some of the most important companies in Spain and the rest of Europe and Latin America. Contact us to learn more about our products, special modules and prices. We have all the necessary tools for the development of professional communication and business marketing.
Click to call me back: lo que toda página empresarial debe tener
En la actualidad se tienden a separar las herramientas del call center de las de ecommerce. No obstante, ambos sistemas pueden incrementar las ventas y la interacción con potenciales clientes si se les integra. De hecho, la nueva centralita virtual tiene un módulo innovador para mejorar el impacto de la página web empresarial o comercial: el click to call me back.
Aquellos que tienen páginas web entenderán que el mundo de los plugins es amplio, aunque muchas veces es difícil conocer cómo y para qué se utilizan. Este es uno que además forma parte del servicio de centralita virtual en el caso de Neotel. La centralita virtual PBX ya no es un programa para call center y ahora se ha convertido en un software de telemarketing completo e integral.
El secreto para vender más
Los mejores comerciantes y empresarios del mundo entienden que lo correcto es abrir la mayor cantidad de canales posibles para la comunicación con los usuarios. La mayoría de las teorías y estrategias de marketing indican que parte del éxito empresarial está en la disponibilidad. Los emprendimientos más exitosos son los que están más disponibles y en todas partes.
Por eso, el uso de herramientas telefónicas y de Internet jamás deben ser entendidas como opuestas. No es que por tener una página web, lo correcto sea eliminar el call center o los medios de comunicación vía llamada telefónica. Mientras una empresa tenga mayores canales de comunicación operativos y efectivos, mayor es la probabilidad de generar ventas.
Algunos clientes llegan a una empresa a partir de una red social o de otra. De igual manera, algunos prefieren escribir un mensaje privado, contactar por la página web o más bien, comunicarse directamente por teléfono. Precisamente, el click to call me back es una herramienta que integra telefonía y página web, para facilitar la atención al cliente y por supuesto, las ventas. Pero… ¿De qué se trata este novedoso sistema?
¿Qué es el click to call me back?
Aquellos que tienen experiencia con páginas web comerciales saben que las plataformas tienen complementos que permiten mejorar el alcance y la gestión de la misma. El click to call me back es precisamente un complemento diseñado para mejorar la comunicación con el cliente a partir del website.
El click to call me back es un botón que se instala en la página web empresarial o tienda virtual. Al presionarlo, los clientes que quieren recibir alguna información pueden ver un cajetín y colocar su número telefónico. De esta forma, un agente de la empresa se pondrá en contacto con este para responder cualquier duda o en caso de querer realizar algún pedido.
Este módulo de la centralita virtual permite entablar comunicaciones instantáneas con usuarios que descubran la pagina web comercial. Con su instalación y uso, la comunicación deja de estar en manos del usuario, siendo concretada por la compañía a voluntad de la propia persona. El impacto de esta herramienta es importante, debido a que resuelve un gran problema que todos en calidad de consumidores hemos experimentado alguna vez.
El problema de la mayoría de las páginas web
Hoy en día es muy habitual buscar productos y soluciones a nuestros problemas a través de los buscadores de Internet. A casi todos nos ha pasado que de repente encontramos la página web de una empresa de interés y cuando estamos dispuestos a preguntar y hacer contacto, simplemente se hace imposible.
Las páginas web son herramientas para aumentar la visibilidad de las empresas y en las estrategias de marketing, se les coloca como un elemento imprescindible. El problema es que muchas de ellas publican números telefónicos que con el tiempo se han desactualizado. De igual forma, a veces el consumidor encuentra un correo, escribe a la compañía y no obtiene respuesta. También está el cajetín que permite dejar mensajes, el cual suele estar inoperativo casi siempre.
Precisamente, el botón click to call me back le da al emprendedor la posibilidad de contactar a usuarios que podrían estar realmente interesados con el producto o servicio ofrecido. Por otro lado, el cliente tendrá la seguridad de que, al colocar su número, un agente de la empresa se pondrá en contacto con él o ella. Es así como este simple botón permite que nuestra empresa se desmarque de otras a los ojos de los consumidores.
¿Qué ganan las empresas con el botón click to call me back?
Click to call me back: útil para cualquier tipo de negocio
El botón click to call me back puede ser aprovechado por cualquier tipo de empresa. Las empresas que ofrecen servicios pueden sacarle mucho provecho debido a su inmediatez. Por ejemplo, un despacho de abogados puede recibir los números de potenciales clientes y llamar inmediatamente, proyectando su vocación por servir y ayudar a aquellos que lo necesitan. De hecho, este plugin permite demostrar interés en el usuario, independientemente de la contratación.
Ahora bien, este complemento de la centralita virtual PBX también puede ser incluido en tiendas virtuales. En este caso, el click to call me back se puede orientar para responder dudas de los clientes, o como un mecanismo de atención de reclamos. Siempre hay forma de incluirlo incluso en este tipo de página web diseñada para la venta online directa.
Por otro lado, los comerciantes que venden productos pero que no tienen una tienda virtual, pueden gestionar pedidos a partir de este módulo.
¿Cómo obtener e instalar el click to call me back?
El click to call me back es uno de los módulos de la centralita virtual de Neotel. Por ello, se trata de un servicio que se brinda a los emprendedores y empresas que contratan dicho servicio. La inclusión de este módulo en el plan mensual es muy económica, teniendo un coste de tan solo 25 euros mensuales por su instalación y uso.
Para aquellos que no sepan que es una centralita virtual, se trata de un software de telemarketing y atención, que permite gestionar la comunicación empresarial. Este tiene las características básicas de los programas para call center, pero incluye muchas otras funciones y complementos. Básicamente, este permite implantar la telefonía IP, bases de datos y demás implementos necesarios para una comunicación empresarial formal, profesional e inteligente.
Por otra parte, la instalación del botón click to call me back es realizada por expertos en informática de Neotel. Esta se realiza de forma muy sencilla y no afecta el diseño del website empresarial. Todo se hace de forma expedita y el cliente puede solicitar colocarla en la sección de su portal digital que le parezca más conveniente.
Neotel: software de telemarketing de calidad
Neotel ofrece a emprendedores y comerciantes su software de telemarketing innovador. Esta centralita virtual PBX va más allá de las aplicaciones y funciones para la atención de llamadas telefónicas. Nuestro programa también cuenta con módulos complementarios para trabajar con otras vías de comunicación y generar más ventas, así como la mejor atención a tus clientes.
Algunos de los módulos más utilizados por nuestros clientes son los lanzadores de llamada, el robot call, el fax virtual, la señalización, el envió de SMS masivos, el CRM y muchos más. Estos al igual que el botón click to call me back son efectivos para conectar con el público y lograr mejor comunicación y un mayor flujo de ventas.
Nuestra centralita virtual PBX tiene un amplio historial de buen funcionamiento, estabilidad y rapidez. Neotel es una empresa que tiene más de veinte años en el mercado de las telecomunicaciones empresariales. Nuestra centralita virtual es utilizada por algunas de las empresas más importantes de España y el resto de Europa y Latinoamérica. Comunícate con nosotros para saber más sobre nuestros productos, módulos especiales y sus precios. Tenemos todas las herramientas necesarias para el desarrollo de la comunicación profesional y el marketing empresarial.
Why are companies using cloud video conferencing more?
Until recently, cloud-based videoconferencing was understood as a resource for informal family communication. However, the use of this technology has increased dramatically in the business world. The most recent studies and surveys agree that video calling has become a truly influential human practice.
However, in the case of companies, it is not enough to make video calls through a social network. When the purpose of the communication is commercial, the appropriate resources must be used. The objective is to generate trust and formality. To achieve this, companies can resort to the virtual switchboard, which has a special module for this activity. Now, do you know what videoconferencing and video calls in the cloud are useful for?
Business video calls: require other types of programs
Anyone who thinks of a video call will think of social networks such as Facebook and WhatsApp. However, these websites are far from offering a suitable environment for the work of a company. In fact, making a video call in the cloud from an entertainment platform is uphill, due to the limitations of these services.
Certainly, there are platforms designed specifically for business video calls. However, these also have certain limitations that are only improved by fairly expensive monthly fees. Some cost the same as a basic virtual PBX plan, which even offers telemarketing features and is much more versatile.
Modern call center software offers cloud-based video calling and video conferencing modules. This type of feature is just one of several that this type of program offers. In fact, this option is much more advantageous for companies and businesses for several reasons.
What is video calling in the virtual PBX cloud like?
Virtual PBX programs such as Neotel’s provide a web environment for their customers. This is usually done from the WebRTC line, the basis of all platforms with chat and video call modules, among others. However, the best thing about this is that each company has its own system for using this format for real-time conversations.
In addition, this virtual environment is designed to work with IP telephony. In fact, this is ideal for a business environment because in this environment special telephone devices are usually used for videoconferencing. An example of these are business desk phones with display and IP connection.
Of course, the virtual PBX and its cloud-based video conferencing module can be used from a computer or smartphone. In truth, all the employee needs to communicate with other colleagues or customers is a device with a broadband connection and digital camera. Of course, the application of video calls has various utilities within companies.
Working in times of emergency
The occurrence of the COVID 19 pandemic posed a very complicated work scenario. Faced with the quarantine, video calls and videoconferences became viable solutions to maintain study, work communication and commercial activity. This is how this tool gained prominence for companies and businesses.
Video calls have allowed many companies to continue their work without the need to be in person. Better yet, many professionals and freelancers have been able to generate income from the comfort of their homes thanks to video calling in the cloud. This has given greater validity to the use of the virtual switchboard in small businesses or those that do not have a call center.
Cloud-based video calling is now a tool that allows work to continue in times of emergency. However, the advantages that have been found in the use of this technology already place it as a frequent means of conducting meetings.
Easier and more productive business meetings
Many companies have found that using cloud-based videoconferencing has advantages over face-to-face meetings. Group video calls make it possible to bring people together who are not in the same location. In fact, this module is used by the most prestigious companies to make decisions involving a certain number of managers. This despite the fact that they are not all in the same city or country.
Another advantage of videoconferencing in the cloud is that meetings are more organized. The sole use of this tool implies establishing an order to give an opinion and avoids the problem of murmuring, typical of face-to-face events. This facilitates the dynamics and makes it possible to better organize work-related activities. According to some statistics, 94% of companies believe that video calls increase productivity.
Similarly, video calls make it possible to work better with non-contracted personnel. Today’s companies can work with specialists without offering permanent contracts. This makes it possible to reduce some hiring costs and to carry out collaborations or special jobs. From the cloud video call, instructions can be given and assignments can be properly tracked.
Cloud-based video calling: Improving customer relationships
Videoconferencing generates guarantees of trust in the clientele. This is because audio calls allow you to get to know the entrepreneur or agent in charge much better. The fact of being able to see the people with whom we are negotiating makes it much easier to close deals.
Nowadays there are companies that provide customer service through video calls. This medium is very positive in those tasks that involve self-management on the part of the customer. For example, the telephone agent of a cable TV company can give much clearer guidance to a user in the event of having to check a fault.
Even some retailers are using such tools to present their product catalogs. Of course, using the video call module of the virtual PBX gives more formality and credibility to the entrepreneur. Very positive feedback can be generated about the virtual PBX from the clientele.
It is a source of income
Those companies or entrepreneurs who are involved in education can take full advantage of video conferencing in the cloud. It does not matter what subject matter the entrepreneur masters, because there is always an audience for every learning experience.
In fact, many people generate extra income by teaching others their trade. For example, there are very successful salespeople who, in addition to marketing, teach other people about sales techniques. There is a whole market of consumers willing to pay for learning, or attention.
There are no limits to using video calling in the cloud as a source of income production. From tarotists, to sexologists, to psychologists can turn this module of call center software into a business in its own right. Even schools and other educational institutions are acquiring the virtual switchboard to operate during the pandemic.
Replacing other means of communication
Estimates suggest that video calling will replace the traditional voice call in the next few years. This trend will not only be adopted by companies, but will also be driven by them when offering their services. According to recent studies, 89% of people believe that video calling and video conferencing in the cloud allows them to feel more connected.
In addition, the rate of people preferring to make video calls has risen to 87%, up from about three years ago. Video calling enables feelings that are no longer possible through a traditional phone call. Some of these are emotional connection, engagement, trust, transparency and concentration.
It should be noted that all these sensations are fundamental both in the commercial area and in work environments. In other words, they facilitate the internal work of companies and the action of offering and selling products or services. For this reason, projections are clearly in favor of video calls, understanding that the Internet is becoming more and more widespread worldwide.
Neotel’s cloud-based videoconferencing module
Neotel’s virtual PBX is one of the most practical, functional and fastest on the market. This service goes far beyond simply having the ability to make video calls and video conferencing in the cloud.
Neotel’s module allows recording video calls made with customers or employees. In this way, the company keeps a record of incoming and outgoing video calls. Video calls can even be transferred to facilitate effective communication.
The cloud-based video call module is completely free for entrepreneurs who purchase our virtual PBX. It doesn’t matter if the customer purchases the most basic plan, they will still have this innovative tool. There are excellent opinions on the Internet about Neotel’s virtual pbx and its operation. Those who contract the service can count on the support, quality and assistance of our work team.
¿Por qué las empresas están utilizando más la videoconferencia en la nube?
Hasta hace poco se entendía la videoconferencia en la nube como un recurso para la comunicación familiar e informal. No obstante, el uso de esta tecnología ha aumentado vertiginosamente en el mundo empresarial. Los más recientes estudios y encuestas coinciden en que videollamar se ha convertido en una práctica humana realmente influyente.
Ahora bien, en el caso de las empresas no basta con realizar videollamadas por alguna red social. Cuando el propósito de la comunicación es comercial, se deben utilizar los recursos adecuados. El objetivo es generar confianza y formalidad. Para lograrlo, las compañías pueden recurrir a la centralita virtual, que tiene un módulo especial para esta actividad. Ahora bien, ¿Sabes para qué es útil la videoconferencia y videollamada en la nube?
Videollamadas empresariales: requieren otro tipo de programas
Cualquiera que piensa en una videollamada se le vendrá a la mente redes sociales como Facebook y WhatsApp. No obstante, estas páginas web están muy lejos de ofrecer un entorno adecuado para las labores propias de una empresa. De hecho, hacer una videoconferencia en la nube desde una plataforma para entretenimiento es cuesta arriba, debido a las limitaciones de esos servicios.
Ciertamente, existen plataformas diseñadas especialmente para realizar videollamadas empresariales. No obstante, estas también tienen ciertas limitaciones que solo mejoran mediante mensualidades bastante costosas. Algunas cuestan lo mismo que un plan básico de centralita virtual, el cual ofrece incluso funciones para el telemarketing, siendo mucho más versátil.
El software de call center moderno ofrece módulos de videollamada en la nube y videoconferencia. Este tipo de función es apenas un complemento de varios que ofrece este tipo de programa. De hecho, esta opción es mucho más ventajosa para empresas y comercios por diversas razones.
¿Cómo es la videollamada en la nube de la centralita virtual?
Los programas de centralita virtual como el de Neotel facilitan un entorno web a sus clientes. Esto se suele hacer a partir de la línea WebRTC, base de todas las plataformas con módulos de chats y videollamadas, entre otras. Ahora bien, lo mejor de esto es que cada empresa tiene su propio sistema para utilizar este formato de conversaciones en tiempo real.
Además, este entorno virtual está diseñado para funcionar con telefonía IP. De hecho, esto es lo ideal para un entorno empresarial porque en este se suelen utilizar dispositivos telefónicos especiales para realizar videoconferencias. Un ejemplo de estos, son los teléfonos de escritorio empresariales con pantalla y conexión IP.
Por supuesto, la centralita virtual y su módulo de videoconferencia en la nube pueden utilizarse desde un ordenador o el smartphone. A decir verdad, lo único que necesita el empleado para comunicarse con otros colegas o clientes es un dispositivo con conexión de banda ancha y cámara digital. Por supuesto, la aplicación de las llamadas con vídeo tiene diversas utilidades dentro de las compañías.
Trabajo en tiempos de emergencia
La ocurrencia de la pandemia por COVID 19 planteó un escenario laboral muy complicado. Frente a la cuarentena, las videollamadas y videoconferencias se convirtieron en soluciones viables para mantener el estudio, la comunicación laboral y la actividad comercial. Fue así como esta herramienta adquirió protagonismo para las empresas y negocios.
Las llamadas con vídeo han permitido a muchas empresas continúen sus labores sin necesidad de la presencialidad. Mejor aún, muchos profesionales e independientes han podido generar ingresos desde la comodidad de su hogar gracias a la videollamada en la nube. Esto le ha dado una mayor vigencia al uso de la centralita virtual en emprendimientos pequeños o que no tienen call center.
La videollamada en la nube es hoy una herramienta que permite continuar el trabajo en tiempos de emergencia. Sin embargo, las ventajas que se han encontrado en el uso de esta tecnología le ubican ya como un medio frecuente para realizar reuniones.
Reuniones laborales más fáciles y productivas
Muchas empresas han descubierto que utilizar la videoconferencia en la nube tiene ventajas sobre las reuniones presenciales. Las videollamadas grupales permiten reunir a personas que no están en la misma ubicación. De hecho, este módulo es utilizado por las empresas más prestigiosas para tomar decisiones que involucran a cierto número de directivos. Esto a pesar de que no todos se encuentren en la misma ciudad o país.
Otra ventaja de la videoconferencia en la nube es que las reuniones son más organizadas. El solo uso de esta herramienta implica establecer un orden para opinar y se evita el problema de la murmuración, propio de los eventos presenciales. Esto facilita la dinámica y permite organizar mejor las actividades de índole laboral. Según algunas estadísticas, el 94% de las compañías creen que ala videollamada aumenta la productividad.
De igual forma, las videollamadas permiten trabajar mejor con personal no contratado. Las empresas de la actualidad pueden trabajar con especialistas sin necesidad de ofrecer contratos fijos. Esto permite reducir algunos costes de contratación y realizar colaboraciones o trabajos especiales. A partir de la videollamada en la nube, se pueden dar instrucciones y llevar un seguimiento adecuado de las asignaciones.
Videollamada en la nube: Mejora la relación con los clientes
La videoconferencia genera garantías de confianza en la clientela. Esto es así, porque las llamadas con audio permiten conocer mucho más al emprendedor o agente encargado. El hecho de poder ver a las personas con las que negociamos facilita mucho más cerrar acuerdos.
Hoy en día hay empresas que realizan su atención al cliente a través de videollamadas. Este medio es muy positivo en aquellas labores que implican una autogestión por parte del cliente. Por ejemplo, el agente telefónico de una empresa de TV por cable puede dar orientaciones mucho más claras a un usuario en caso de tener que revisar una falla.
Incluso algunos comerciantes están utilizando este tipo de herramientas para presentar sus catálogos de productos. Por supuesto, utilizar el módulo de videollamadas de la centralita virtual le da más formalidad y credibilidad al emprendedor. Se pueden generar opiniones sobre la centralita virtual muy positivas desde la clientela.
Es una fuente de ingresos
Aquellas empresas o emprendedores que se dedican a la enseñanza pueden aprovechar la videoconferencia en la nube al máximo. Poco importa la temática que domine el emprendedor debido a que siempre hay un público para cada aprendizaje.
De hecho, muchas personas generan ingresos extras enseñando a otros el oficio al que se dedican. Por ejemplo, hay vendedores muy exitosos que además de comercializar, dan clases a otras personas sobre técnicas de ventas. Hay todo un mercado de consumidores dispuestos a pagar por aprendizaje, o atención.
No existen límites para utilizar la videollamada en la nube como una fuente de producción de ingresos. Desde tarotistas, hasta sexólogos, pasando por psicólogos pueden convertir a este módulo del software de call center en un negocio en sí mismo. Incluso las escuelas y demás instituciones educativas están adquiriendo la centralita virtual para poder operar durante la pandemia.
Sustituyendo otros medios de comunicación
Las estimaciones apuntan a que la videollamada sustituirá en los próximos años a la llamada tradicional de voz. Esta tendencia no solo será adoptada por las empresas, sino que será impulsada por ellas al ofrecer sus servicios. Según estudios recientes, el 89% de las personas creen que las videollamadas y videoconferencia en la nube les permite sentirse más conectados.
Además, la tasa de personas que prefieren hacer videollamadas ha subido hasta un 87%, en relación a lo que ocurría unos tres años atrás. La videollamada permite sensaciones que ya no son posibles mediante una llamada telefónica tradicional. Algunas de estas son conexión emocional, compromiso, confianza, transparencia y concentración.
Cabe destacar que todas estas sensaciones son fundamentales tanto en el área comercial, como en los entornos laborales. Es decir, que facilitan el trabajo interno de las empresas y la acción de ofertar y vender productos o servicios. Por ello, las proyecciones están claramente a favor de las videollamadas entendiendo que el Internet está cada vez más extendido a nivel mundial.
Módulo de videoconferencia en la nube de Neotel
La centralita virtual de Neotel es una de las más prácticas, funcionales y rápidas del mercado. Este servicio va mucho más allá de simplemente contar con la posibilidad de realizar videollamadas y videoconferencia en la nube.
El módulo de Neotel permite grabar las videollamadas hechas con clientes o empleados. De esta forma, la empresa conserva un registro de videollamadas entrantes y salientes. Incluso se pueden transferir videollamadas para facilitar la comunicación efectiva.
El módulo de videollamada en la nube es completamente gratis para aquellos emprendedores que adquieren nuestra centralita virtual. No importa si el cliente adquiere el plan más básico, de igual forma contará con esta herramienta innovadora. Existen en Internet excelentes opiniones sobre la centralita virtual de Neotel y su operatividad. Quienes contraten el servicio cuentan con el respaldo, la calidad y asistencia de nuestro equipo de trabajo.
What is the mobile PBX and why does it facilitate remote work?
Call center software is no longer just for companies that have a call center. And likewise, they no longer work only within the fixed space of an office or company. Now, employees can have all the features of a communications manager on their own smartphone. For this, what is typically used is the mobile PBX.
Current realities have forced companies to break away from the traditional face-to-face work scheme. In fact, today’s largest companies do not depend on their physical facilities, supervisors and schedules to function. Their workers can perform their work from the comfort of their homes, or even be located in other countries. Of course, doing this is economical, efficient and possible thanks to the mobile PBX.
The online virtual PBX: more than just call center software
Many would think that hiring an online virtual switchboard is only useful for companies that have a call center. To tell the truth, this type of service is rather the improvement of the old call center system for companies. In fact, its functionalities and modes of operation go much further.
What is fundamental in the virtual PBX is precisely its virtuality. First of all, this is a communications manager that only requires an Internet connection to be used. In fact, it stands out for not requiring installations or expenses within the companies that hire it. Added to this, it is virtual because its data is also stored in the cloud service.
Firstly, the online virtual PBX offers companies functions to formally manage their calls. Secondly, it now incorporates much more varied and useful modules, which allow to improve communication beyond the traditional telephone communication. From here, it is much easier to explain what the mobile PBX is.
What is the mobile PBX?
The mobile PBX is a module of the generalized virtual PBX used by today’s companies. It allows you to use the functions of such a system, but on the iPhone. This is due to the fact that the configuration of a computer with a softphone is very different from the software and operation of a cell phone.
In plain words, the mobile PBX is the main program used to manage telephone calls. It is usually used by telephone agents from a computer, with a headset and the softphone that simulates the numeric keypad of a telephone. This is how the teleoperator receives the calls that come in to the business number, can transfer them, mute them, cancel them, etc.
But a cell phone already has a numeric keypad that obeys the device’s own system, as well as an assigned number. In other words, the online virtual switchboard, although it can be opened from a smartphone, cannot work in the same way as on a computer or laptop. If the company wants its employees to answer from cell phones, it installs the mobile PBX and in this way they can work within this software.
What is the purpose of the mobile PBX?
As explained above, the mobile PBX is an application that allows the virtual PBX to work on cell phones. In this way, both the teleoperator and the company can maintain control and management of the communication. Its use allows the following functions:
Smartphone associated to the company number: operators who have the mobile PBX on their devices can receive calls made to the company number. Likewise, they can make telemarketing calls without disclosing their personal phone number.
Call functions: Having the mobile PBX allows to perform from a smartphone all the basic functions that are made from a call center. This would be to transfer, mute, put on hold and cancel the entry of a call. This is important because they are elements that allow formalizing conversations of a commercial nature.
Operator control: For many companies it is essential that their telephone agents have a mobile switchboard. This allows them to log in, register their management, keep call records and participate in statistics.
Why is a mobile PBX necessary?
Many companies allow or need their phone agents to do their jobs from their smartphone. However, doing so can mean many problems. The first of them, is in the line that is going to be used to make or answer business calls. Obviously, the operator’s personal line cannot be used for this type of communication.
In the past, companies used to buy packages of lines from traditional companies. However, maintaining this type of service was quite costly. From the mobile PBX, it is possible to work with more economical costs. The best thing is that by using this module, calls coming in on the company’s number will be forwarded to cell phones.
Another problem with the use of cellular telephony at the enterprise level has to do with management control. The virtual switchboard makes it possible to check the connection time of telephone agents, record calls and provide statistics on customer service or telemarketing. But this software works mainly on computers and laptops.
The mobile PBX becomes a practical way for the employee to use the call center system from his smartphone. In fact, this add-on module can be a great solution for certain companies.
Three scenarios where the mobile PBX is ideal
The mobile PBX is not only a solution but an opportunity. Nowadays, remote work is a trend that is very fashionable due to its multiple advantages. Also, this formula is usually much more economical because the maintenance of an office can be costly. In this sense, this module is ideal in the following scenarios:
International hiring: Many companies prefer to hire personnel in other countries for various reasons. The most common reason is that they find good workers in other places at slightly lower salaries. In many of these cases, the mobile switchboard is ideal for hiring and controlling the work of this type of worker, especially for customer service tasks.
Special situations: Situations such as the COVID 19 pandemic demonstrated that it is sometimes important to be able to work remotely. In such cases, having a mobile switchboard can facilitate the continuation of operations even when away from the office.
Virtual store: Many virtual stores are managed by very small groups of people. In these cases, a basic call center software service and the virtual switchboard module can be contracted. In this way, calls and orders can be handled formally, from a single business number and all from cell phones.
The best thing is that there are many situations in which companies can take advantage of this tool. Of course, everything will depend on the type of activity and also on the function performed by each employee.
How is the mobile PBX installed?
The mobile PBX is purchased when paying for the call center system service. Some companies in the market offer it at an additional cost. In the case of Neotel, we offer this complement free of charge to those customers who purchase our virtual PBX.
To work with the mobile PBX, operators do not need to make any special installation. In other words, no additional software is required, nor is portability. It does not matter if the agents have a telephone line with another company, as this module does not interfere with their usual call service.
To perform basic operations such as transferring calls, canceling or muting, the agent uses short numeric codes that are easy to dial and remember. In this way, the smartphone will work in the same way as the online virtual PBX works on a computer or laptop. Everything is very easy to understand and operate.
Neotel offers the most innovative IP telephony services
Neotel’s mobile PBX comes bundled with the call center software for free and is innovative and functional. Its interface is one of the simplest in the market, being implemented by countless domestic and foreign companies. Our products are of proven quality and are supported by the best technicians in communication and information technology.
Neotel’s online virtual PBX and all its modules work properly and offer companies a range of technological solutions. The aim of our products is to facilitate the interaction between the company and its customers in order to obtain business opportunities.
The mobile PBX is just one of the functionalities that brings versatility, communication and efficiency to business communication. At Neotel we offer the best and cheapest plans, designed so that every entrepreneur can enjoy a service according to their budget and expectations.
¿Qué es la centralita móvil y porque facilita el trabajo remoto?
El software para call center ya no es solo para empresas que tienen un call center. Y de igual forma, ya no funcionan solamente dentro del espacio fijo de una oficina o empresa. Ahora, los empleados pueden tener todas las características de un gestor de comunicaciones en su propio Smartphone. Para ello, lo que se suele utilizar es la centralita móvil.
Las realidades actuales han obligado a las empresas a romper el esquema tradicional de trabajo presencial. De hecho, las compañías más grandes de la actualidad no dependen de sus instalaciones físicas, supervisores y horarios para funcionar. Sus trabajadores pueden realizar su trabajo desde la comodidad de su hogar, o incluso, estar ubicados en otros países. Por supuesto, hacer esto es económico, eficiente y posible gracias a la centralita móvil.
La centralita virtual online: más que un software call center
Muchos pensarían que contratar una centralita virtual online solamente es útil para empresas que tienen call center. A decir verdad, este tipo de servicio es más bien la superación del viejo sistema para call center para empresas. De hecho, sus funcionalidades y modos de funcionar van mucho más allá.
Lo fundamental en la centralita virtual es precisamente su virtualidad. En primer lugar, este es un gestor de comunicaciones que para ser utilizado solo se requiere tener una conexión a Internet. De hecho, destaca por no requerir instalaciones o gastos dentro de las empresas que lo contratan. Añadido a esto, es virtual porque sus datos también se almacenan en el servicio en la nube.
En principio la centralita virtual online ofrece a las empresas funciones para gestionar de manera formal sus llamadas. En segundo lugar, la misma ahora incorpora módulos mucho más variados y útiles, que permiten mejorar la comunicación más allá de la comunicación vía telefónica tradicional. A partir de aquí, es mucho más sencillo explicar lo que es la centralita móvil.
¿Qué es la centralita móvil?
La centralita móvil es un módulo de la centralita virtual generalizada que utilizan las empresas del presente. El mismo permite utilizar las funciones de dicho sistema, pero en el iPhone. Esto se debe a que la configuración de una computadora con softphone es muy diferente que el software y el funcionamiento de un teléfono móvil.
En palabras llanas, la centralita móvil es el programa principal utilizado para gestionar las llamadas telefónicas. Este suele ser utilizado por agentes telefónicos desde una computadora, con headset y el softphone que simula el teclado numérico de un teléfono. Es así como el teleoperador recibe las llamadas que caen al número empresarial, puede transferirlas, silenciarlas, cancelarlas, etc.
Pero un teléfono móvil ya tiene un teclado numérico que obedece al sistema propio de dicho dispositivo, así como un número asignado. Es decir, que la centralita virtual online, aunque puede abrirse desde un smartphone, no puede funcionar de igual forma que en un ordenador o laptop. Si la empresa quiere que sus trabajadores contesten desde teléfonos móviles, les instala la centralita móvil y de esta manera pueden trabajar dentro de este software.
¿Para qué sirve la centralita móvil?
Como se explicó anteriormente, la centralita móvil es una aplicación que permite hacer funcionar la centralita virtual en los teléfonos móviles. De esta manera, tanto el teleoperador como la empresa pueden mantener el control y la gestión de la comunicación. Su uso permite las siguientes funciones:
¿Por qué es necesaria la centralita móvil?
Muchas empresas permiten o necesitan que sus agentes telefónicos realicen sus trabajos desde el smartphone. Sin embargo, hacerlo puede significar muchos problemas. El primero de ellos, está en la línea que se va a utilizar para hacer o atender llamadas empresariales. Evidentemente, para este tipo de comunicación no se puede utilizar la línea personal del operador.
Anteriormente, las empresas compraban paquetes de líneas a las empresas tradicionales. No obstante, mantener este tipo de servicio era bastante costoso. A partir de la centralita móvil, se puede trabajar con costes más económicos. Lo mejor es que al usar este módulo, las llamadas que entren por el número de la compañía se desviarán a los teléfonos celulares.
Otro problema con el uso de telefonía celular a nivel empresarial tiene que ver con el control de la gestión. La centralita virtual permite verificar el tiempo de conexión de los agentes telefónicos, grabar las llamadas y arrojar estadísticas en torno a la atención o el telemarketing. Pero este software funciona principalmente en ordenadores y laptops.
La centralita móvil se convierte en una forma practica de que el empleado pueda utilizar el sistema para call center desde su smartphone. De hecho, este módulo complementario puede ser una gran solución para ciertas empresas.
Tres escenarios en donde la centralita móvil es ideal
La centralita móvil no solo es una solución sino una oportunidad. En la actualidad, el trabajo remoto es una tendencia que está muy de moda debido a sus múltiples ventajas. Asimismo, esta formula suele ser mucho más económica debido a que el mantenimiento de una oficina puede ser costoso. En este sentido, este módulo es ideal en los siguientes escenarios:
Lo mejor es que existen muchas situaciones en las cuales las empresas pueden sacarle provecho a esta herramienta. Por supuesto, todo dependerá del tipo de actividad y también de la función que ejerce cada empleado.
¿Cómo se instala la centralita móvil?
La centralita móvil se adquiere al pagar por el servicio del sistema para call center. Algunas empresas del mercado la ofrecen con un coste adicional. En el caso de Neotel, ofrecemos este complemento de forma gratuita a aquellos clientes que adquieren nuestra centralita virtual.
Para trabajar con la centralita móvil los operadores no deben hacer ningún tipo de instalación especial. Es decir, que no se requiere de un software adicional, ni tampoco la realización de una portabilidad. No importa si los agentes tienen una línea telefónica con otra compañía, pues este módulo no interviene en su servicio habitual de llamadas.
Para realizar operaciones básicas como transferir llamadas, cancelar o silenciar, el agente utiliza códigos numéricos cortos que son fáciles de marcar y recordar. De esta manera, el smartphone funcionará de la misma forma en que funcional la centralita virtual online en un ordenador o laptop. Todo es muy sencillo de entender y de manejar.
Neotel ofrece el servicio de telefonía IP más innovador
La centralita móvil de Neotel además de venir incorporada de forma gratuita con el software de call center, es innovadora y funcional. Su interfaz es una de las más sencillas del mercado, siendo implementada por un sinfín de empresas nacionales y extranjeras. Nuestros productos son de calidad comprobada y están sustentadas por los mejores técnicos en comunicación e informática.
La centralita virtual online de Neotel y todos sus módulos funcionan correctamente y ofrecen a las empresas una gama de soluciones tecnológicas. El objetivo de nuestros productos es facilitar la interacción entre la compañía y sus clientes con el objetivo de obtener oportunidades comerciales.
La centralita móvil es apenas una de las funcionalidades que aporta versatilidad, comunicación y eficiencia a la comunicación empresarial. En Neotel ofrecemos los mejores y más baratos planes, diseñados para que cada emprendedor pueda disfrutar de un servicio apegado a su presupuesto y expectativas.
Why should companies have a premium virtual call recorder?
Data storage is an important part of business today. Calls made by customers are undoubtedly information that needs to be backed up by companies. The same goes for outbound telemarketing calls. This is where a module that every entrepreneur should have at his disposal comes in: the premium virtual call recorder.
Technology has evolved for the benefit of entrepreneurs. In the past, recording calls and storing information in general was very costly for companies. Only those businesses that reached a certain size could afford to have detailed records of their interaction with customers. Today, you can have all the data with a minimal investment. Now, do you know what a call recorder is and how it works?
Business Call Recorder: What is it?
The call recorder is a call center software module that allows recording business conversations in companies. In previous decades, companies invested in servers, software and data centers in order to store this type of data. Thanks to new web storage techniques, these expenses are unnecessary and companies can have ample backup.
This technological resource is called a virtual call recorder. It is «virtual» because all recorded conversation data is stored in virtual spaces. To be more precise, what is currently used to perform these backups of useful information is cloud storage.
Through this module, companies can store a large amount of data on the Internet. For this, there is no need to spend storage space on equipment, or spend money on physical facilities of any kind. Basically, this is a service offered by companies such as Neotel when acquiring the virtual PBX.
Now, why is it important to have a business call recorder? What functions can this module fulfill? Do you know how this call recording system works?
The recorder allows you to maintain the quality of customer service.
When working with customer service or telemarketing it is very difficult to measure the agent’s work. Certainly, statistics reflect data such as conversation time or the number of calls handled. However, it is only from the recorder that the performance of each telemarketer in front of the clientele is really known: his treatment, his ability to resolve or to sell.
This is one of the reasons why even companies that do not have a call center department hire the virtual PBX. Even the smallest businesses come into telephone contact with their customers, and it is necessary to verify the treatment offered by the managers. The premium virtual call recorder facilitates internal control in any type of enterprise.
The recorded records make it possible to know if the telemarketers are performing according to the company’s values. But better yet, the study of the calls can push call centers and companies to improve their processes, responses and detect some problems that can only be verified in the middle of the interaction with the clientele.
Detecting customer service problems
Most companies find many of their faults through direct interaction with their customers. Of course, this can only be studied thanks to call recording. Simply put, recorded data can drive procedural changes and better responses to customer issues.
The premium virtual call recorder is a widely used resource for improving customer service manuals. By detecting problems and finding more efficient solutions, companies have a positive impact on customer perception. The call centers of the most prestigious companies work in this way.
Small retailers can also make excellent use of this module. In fact, by replaying calls, many retailers gather information about the preferences and needs of their clientele. In this way, they can study what merchandise to sell and adapt to the demands of their users. That is why the virtual PBX cannot be seen only as a program for call center operators.
The premium virtual call recorder allows staff education
An important part of the virtual recorder is customer service monitoring. However, this goes far beyond penalizing those telephone agents who do not handle calls well, or who simply do not comply with protocols. On the contrary, reviewing calls by operator allows you to educate your staff in order to improve the quality of their work.
This is very useful, especially for training new employees entering the company. Coordinators or managers rely on the recorded audios to make suggestions and corrections. On the other hand, telemarketers can listen to themselves and verify on their own the mistakes they make during conversations.
In call centers, continuous evaluations are carried out in which the call recorder plays a central role. However, this system can also be useful in an online store to check the way in which managers deal with potential customers.
The recorder helps to clear up misunderstandings
Many companies develop a bad relationship with customers due to the failures of some telemarketers. For example, small or medium-sized companies that open a call center without having experience in customer service often suffer from this problem. A poorly done procedure, an ignored complaint or even a rude customer service, are things that can always happen.
It is important to emphasize that companies have a consumer protection role. In this sense, the premium virtual call recorder allows you to verify what happens when a customer makes a complaint. This is often crucial when a conflictive situation arises between a customer and a telemarketer. In fact, the ability to record conversations is as favorable for the user as it is for the telephone agent.
In banking companies, the call recorder serves as a means of resolving many conflicts. From the recordings, it is possible to understand what generated the conflict, whether it was a fault of the telephone operator and whether the customer has a bad attitude. In this way, the company can take a position and generate an appropriate response.
Premium Virtual Call Recorder: Legal Protection
Companies today must comply with a number of legal regulations related to customer protection. Two are very important to the fate of firms: data protection laws and consumer protection laws. Fortunately, recording calls allows almost any company to cover its back on both.
On data protection, it is obvious that companies must safeguard sensitive information about their users. Hiring a large and secure storage is part of the legal requirements that firms must comply with. The best thing about hiring a virtual PBX with its respective recorder is that the information security is the responsibility of the company that provides this service.
As for consumer protection, the recorder covers companies and telemarketers in the event of a conflict or misunderstanding. For example, if a company is accused by a consumer before the regulatory body, the recorded calls can always be used as evidence that the complainant has not been violated. For this reason, many companies try to keep extensive records of calls made by their clientele.
Some common questions about the call recorder
Those entrepreneurs who wonder how to record calls should know that this system works automatically. In fact, the virtual or physical PBX is configured to record all calls without special settings.
Another aspect that many entrepreneurs do not know is how to review recorded calls. To tell the truth, some virtual recorders tend to have a complicated interface. However, the module offered by Neotel is very simple to use, allowing you to download the audios, rewind them, forward them and review them completely.
For those who need to know how to get a virtual call recorder, these are basically part of the PBX software. So, in order to have this module you must purchase this service which is not so expensive and in fact at Neotel, we offer plans tailored to the budget and size of each company.
What is the premium virtual call recorder like?
The program for telemarketers usually comes with a call recording module. The fact is that most of the software of this type has a basic storage limit when the service is purchased. Most companies can work with these resources.
However, there are companies that need a storage capacity that goes beyond what the virtual PBX offers in its basic plan. For this type of customer, the premium virtual call recorder service is offered. Basically, this is a quite considerable expansion of the space for backups.
At Neotel, we offer a premium virtual call recorder of 1 terabyte for companies that request it. This is equivalent to recording two full years of telephone conversations. This is an additional service available to those who purchase our virtual PBX software. The cost is only 45€ per month.
¿Por qué las empresas deben tener grabadora virtual de llamadas premium?
El almacenamiento de datos es parte importante de la labor empresarial en la actualidad. Las llamadas hechas por los clientes son sin duda alguna, información que debe ser respaldada por las empresas. Lo mismo ocurre con las llamadas salientes de telemarketing. Es aquí en donde entra un módulo que todo emprendedor debe tener a disposición: la grabadora virtual de llamadas premium.
La tecnología ha evolucionado para el beneficio de los emprendedores. En el pasado, grabar llamadas y almacenar información en general era muy costoso para las compañías. Solo aquellos negocios que alcanzaban cierto tamaño podían darse el lujo de tener registros detallados de su interacción con los clientes. Hoy en día, se pueden tener todos los datos con una inversión mínima. Ahora bien, ¿Ya sabes que es y cómo funciona una grabadora de llamada?
Grabadora de llamada empresarial: ¿De qué se trata?
La grabadora de llamadas es un módulo del software call center que permite grabar las conversaciones comerciales de las empresas. En décadas anteriores, las compañías invertían en servidores, softwares y centros de datos para poder almacenar este tipo de datos. Gracias a las nuevas técnicas de almacenamiento web, estos gastos son innecesarios y las compañías pueden tener un respaldo amplio.
A este recurso tecnológico se le llama grabadora virtual de llamadas. Es “virtual” porque todos los datos grabados de las conversaciones se almacenan en espacios virtuales. Siendo más precisos, lo que se utiliza actualmente para realizar estos backups de información útil es el almacenamiento en la nube.
A través de este módulo las empresas pueden almacenar una gran cantidad de datos en Internet. Para ello, no se necesita gastar espacio de almacenamiento en equipo, ni gastar dinero en instalaciones físicas de ningún tipo. Básicamente, este es un servicio ofrecido por empresas como Neotel al adquirir la centralita virtual.
Ahora bien ¿Por qué es importante tener una grabadora de llamada empresarial? ¿Qué funciones permite cumplir este módulo? ¿Sabes cómo funciona este sistema para grabar llamadas?
La grabadora permite mantener la calidad en la atención
Cuando se trabaja con atención al cliente o telemarketing es muy difícil medir el trabajo del agente. Ciertamente, las estadísticas reflejan datos como el tiempo de conversación o la cantidad de llamadas gestionadas. No obstante, solo a partir de la grabadora se conoce realmente el desempeño de cada teleoperador frente a la clientela: su trato, su capacidad de resolución o de vender.
Esta es una de las razones por las cuales incluso empresas que no tienen departamento de call center contratan la centralita virtual. Hasta los negocios más pequeños entran en contacto telefónico con sus clientes, siendo necesario verificar el trato ofrecido por los encargados. La grabadora virtual de llamadas premium facilita la contraloría interna en cualquier tipo de emprendimiento.
Los registros grabados permiten conocer si los teleoperadores se desempeñan conforme a los valores de la empresa. Pero mejor aún, el estudio de las llamadas puede empujar a los call centers y empresas a mejorar sus procesos, respuestas y detectar algunos problemas que solo pueden verificarse en medio de la interacción con la clientela.
Detección de problemas en la atención al cliente
La mayoría de las empresas encuentran muchas de sus fallas gracias a la interacción directa con sus clientes. Por supuesto, esto solo puede ser estudiado gracias a la grabación de llamadas. En palabras simples, los datos grabados pueden impulsar cambios de procedimientos y mejores respuestas para la atención de los problemas de la clientela.
La grabadora virtual de llamadas premium es un recurso muy utilizado para mejorar los manuales de atención al cliente. Al detectar problemas y encontrar soluciones más eficientes, las empresas logran un impacto positivo en la percepción que tiene el cliente de estas. Los call centers de las compañías más prestigiosas trabajan de esta manera.
Los pequeños comerciantes también pueden darle un excelente uso a este módulo. De hecho, al volver a escuchar las llamadas muchos comerciantes recopilan información sobre las preferencias y necesidades de su clientela. De esta manera, pueden estudiar qué mercancía vender y adaptarse a las demandas de sus usuarios. Por eso es que no se puede ver a la centralita virtual solo como un programa para teleoperadores de call center.
La grabadora virtual de llamadas premium permite educar al personal
Una parte importante de la grabadora virtual es la contraloría de la atención al cliente. Ahora bien, esto va mucho más allá de penalizar a aquellos agentes telefónicos que no atienden bien las llamadas, o que simplemente no cumplen los protocolos. Por el contrario, revisar las llamadas por operador permite educar a la plantilla para potenciar la calidad del trabajo.
Esto es muy útil sobre todo para adiestrar a los trabajadores nuevos que entran a la empresa. Los coordinadores o directivos se sustentan en los audios grabados para hacer sugerencias y correctivos. Por otro lado, los teleoperadores pueden escucharse a sí mismos y verificar por cuenta propia los errores que cometen durante las conversaciones.
En los call centers se hacen evaluaciones continuas en donde la grabadora de llamada ocupa un rol central. No obstante, este sistema también puede ser de utilidad en una tienda virtual para verificar la forma en que los encargados atienden a los potenciales clientes.
La grabadora permite aclarar malos entendidos
Muchas empresas desarrollan una mala relación con los clientes debido a las fallas de algunos teleoperadores. Por ejemplo, las empresas pequeñas o medianas que abren un call center sin tener experiencia en la atención, suelen padecer de este mal. Un procedimiento mal hecho, un reclamo ignorado o incluso una atención grosera, son cosas que siempre pueden ocurrir.
Es importante destacar que las empresas tienen un rol de protección al consumidor. En este sentido, la grabadora virtual de llamadas premium permite verificar lo que ocurre cuando un cliente realiza un reclamo. Esto suele ser crucial cuando se presenta una situación conflictiva entre un cliente y un teleoperador. De hecho, la capacidad de grabar las conversaciones es tan favorable para el usuario como para el agente telefónico.
En las empresas bancarias la grabadora de llamada sirve como medio para resolver muchos conflictos. A partir de las grabaciones, se puede entender lo que generó el conflicto, si fue una falla del teleoperador y si el cliente tiene una mala actitud. De esta manera, la empresa puede tomar una postura y generar una respuesta adecuada.
Grabadora virtual de llamadas premium: Protección legal
Las empresas de la actualidad deben cumplir una serie de normativas legales relacionadas con la protección de los clientes. Dos son muy importantes para el destino de las firmas: las leyes sobre protección de datos y las que protegen al consumidor. Afortunadamente, grabar llamadas permite a casi cualquier compañía cubrirse las espaldas de ambas.
Sobre la protección de datos, es obvio que las empresas deben resguardar información sensible referente a sus usuarios. La contratación de un almacenamiento amplio y seguro, forma parte de los requerimientos legales que deben cumplir las firmas. Lo mejor de contratar la centralita virtual con su respectiva grabadora, es que la seguridad informática queda a cargo de la empresa que suministra este servicio.
En cuanto a la protección de los consumidores, la grabadora cubre a empresas y teleoperadores en caso de ocurrir un conflicto o malentendido. Por ejemplo, si una compañía es acusada por un consumidor ante el ente regulador, siempre se pueden utilizar las llamadas grabadas como pruebas de que no se ha violentado al demandante. Por esta razón, muchas empresas tratan de mantener registros amplios sobre las llamadas hechas por su clientela.
Algunas dudas frecuentes sobre la grabadora de llamadas
Aquellos emprendedores que se preguntan cómo grabar llamadas, deben saber que este sistema trabaja de forma automática. De hecho, la centralita virtual o física está configurada para realizar la grabación de todas las llamadas sin realizar configuraciones especiales.
Otro aspecto que muchos emprendedores desconocen es cómo revisar las llamadas grabadas. A decir verdad, algunas grabadoras virtuales suelen tener una interfaz complicada. No obstante, el módulo que ofrece Neotel es muy simple de utilizar, permitiendo descargar los audios, retrocederlos, adelantarlos y revisarlos por completo.
Para aquellos que necesiten saber cómo obtener una grabadora virtual de llamadas, básicamente estas forman parte del software de centralita telefónica. Entonces, para poder contar con este módulo se debe comprar este servicio que no es tan costoso y de hecho en Neotel, ofrecemos planes adaptados al presupuesto y tamaño de cada compañía.
¿Cómo es la grabadora virtual de llamadas premium?
El programa para teleoperadores suele traer un módulo de grabación de llamadas. El hecho es que la mayoría de los softwares de este tipo tienen un límite básico de almacenamiento cuando se adquiere el servicio. La mayoría de las empresas pueden trabajar con estos recursos.
Ahora bien, existen empresas que necesitan una capacidad almacenamiento que va más allá de lo que ofrece la centralita virtual en su plan básico. Para este tipo de contratante, se ofrece el servicio de grabadora virtual de llamadas premium. Básicamente, esta supone una ampliación bastante considerable del espacio para realizar backups.
En Neotel, ofrecemos una grabadora virtual de llamadas premium de 1 terabyte para las empresas que así lo soliciten. Esto equivale a grabar dos años enteros de conversaciones telefónicas. Este es un servicio adicional al que pueden acceder aquellos que adquieran nuestro software de centralita virtual. Su coste es apenas de 45€ al mes.
9 virtual PBX features that every company should use
The virtual PBX is much more than a tool for customer service centers. In fact, almost any type of business, regardless of its size, modality or economic activity, can take advantage of this technology. However, in order to understand its scope, it is important to know what functions this type of software has.
If you are wondering what a virtual PBX is, it is basically a program that allows you to manage and control mainly the telephone communications of a company. Of course, this type of software has evolved to overcome the barriers of telephone communication. Today, it offers solutions related to text messaging, fax and even web pages. Below, you will see nine functions or modules of this software of great commercial utility.
9.- Telephone Surveys: Find out what your customers want
Brands today want to know what their customers want in order to make more money. Social networks connect with the public, but it is not the best source of information to know commercial preferences. Faced with this problem, the virtual switchboard offers the possibility for companies to conduct telephone surveys.
These are placed in the IVR that companies acquire when working with the PBX. In short, this is the interactive system that we encounter when we call a company. The fact is that when customers initiate or end their calls directed to the company, they will listen and answer surveys using their keypad.
With these surveys, each user can be asked their opinion on, for example, which product or service they like the most. In this way, the company ensures more reliable information inputs that can be useful to outline the commercial strategy and create new products.
8.- Call statistics: more information for the company
One of the most positive aspects of hiring the virtual switchboard service is that it allows to control customer service. If, for example, a company has two people in charge of answering users’ calls, this system makes it possible to control the management of these workers.
It does not matter whether the company has a customer service center or an outbound call center for telemarketing. In both cases, the virtual PBX collects all the information of the calls to have an idea about how the communication occurs.
This is vital for companies that reach a certain volume of calls. Knowing the data from the statistical module allows to better organize the work in the call center to avoid call queues and abandonment. This is key for the company’s image, since nobody wants to negotiate with a company with which it is impossible to communicate.
7.- Spy monitoring: listen to how your customers are served
Monitoring is one of the strengths of the virtual PBX. Many times a business sells little due to the little effort made by the managers to empathize with people. In the same way, a company can obtain negative perceptions as a result of poor customer service.
The spy monitoring module allows owners to listen to their telemarketers and managers as they serve customers. This is ideal for online stores and businesses with orders placed over the phone. The PBX not only records each call, but also allows you to listen in on the call.
Spy monitoring as well as call recording allows new operators to be trained. Companies with customer service departments can use this module to evaluate their employees and contribute to their improvement.
6.- Virtual fax: Technology integration
Many companies, suppliers and even customers still use fax machines. In fact, there are even legal procedures that can be carried out by means of bureaufax. For all these reasons, it is important to have the ability to send and receive faxes in countries like Spain.
The virtual fax is a module that allows you to send and receive faxes even using e-mail. To do this, a special number is assigned to the company that contracts the service. This allows companies to adapt to customers and businesses that still work with this type of device, being a clear sign of versatility and adaptability.
To tell the truth, this seems a minor detail that opens the doors to many negotiations and sales. Just as it is important to be in all social networks, it is also vital to be open to all types of communication.
5.- Basic functions of the switchboard: formalizing customer service
Today’s virtual switchboard has many functions related to telemarketing and automation. However, it should not be forgotten that the first functions of this software were to manage calls in a professional manner.
The PBX allows you to transfer calls, mute them, put them on hold, among others. It seems simple, but this is vital to be able to attend a call with formality and leaving a good feeling in the customer. The mere fact of attending users using this type of functions, evokes a lot of seriousness in companies.
Similarly, having a virtual switchboard allows channeling all calls under the same phone number. This, which is the most basic aspect of this type of program, reflects seriousness and confidence in the callers. Therefore, it never ceases to be something important. For those who wonder how a virtual PBX works, these are its most basic features.
4.- Bulk SMS campaigns
The ability to send bulk SMS to customers is more than a module of the PBX, it is an addition to it. This system is one of the most effective telemarketing tools today. In fact, nowadays it is known that people tend to pay as much attention to text messaging as they do to their social network notifications.
This module basically allows you to write a text message for advertising purposes and send it to a large number of smartphones. In fact, this advertising technique is often seen in a better light than calls and has a very high open rate. It could be said that text messaging is a telemarketing formula quite approved by consumers themselves.
3.- Telephone dialers
The PBX hosted in the cloud allows to host dialers. These are modules that allow launching multiple calls to customers simultaneously. In addition, everything is done in an automated and intelligent way. The most requested dialers in the business world are the progressive dialer and the predictive dialer.
This type of system is ideal for coordinating all the work in outbound call departments. Phone dialers launch calls whenever a telemarketer is free to ensure a timely response to the customer. Because contacts are automated, productivity is never dependent on operators.
Implementing telephone dialers improves productivity in telemarketing departments. Today’s systems perform calculations based on advanced logarithms. In this way, the dialer always finds a way to increase the work in the call center.
Fixed and dynamic signaling
The signaling module offers a real opportunity for companies to communicate with their customers. This system is ideal to reach the most evasive customers, who do not like to receive business calls. In fact, this is the best kept secret of many service companies.
Signaling allows you to change the prefix or phone number by which a company communicates with its customers. This is useful for many of the goals that outbound calling departments set for themselves. For example, if a company is located in Barcelona and wants to communicate with customers in Madrid, it can use this feature and place a prefix of a Madrid location. From this, it will be easier for people to answer the calls.
This functionality works very well in the collection departments of companies. It is a very valuable tool that can be used strategically according to the type of customer to be contacted. It has two modalities: fixed and dynamic.
1.- WebRTC Line: Welcome to IP Telephony
One of the best aspects of hiring the virtual PBX is that it works with WebRTC line. This not only implies migrating all communications to IP telephony, which is much cheaper. It also has to do with having the company’s own advanced communication applications.
This implies, for example, having a virtual business environment to make video calls and videoconferences. Resorting to social networks to hold professional meetings over the Internet is a thing of the past. With this type of service, even this type of communication is formalized.
What is the best virtual switchboard: Neotel’s virtual switchboard?
Neotel’s PBX is one of the most modern and stable on the market. Its operation is guaranteed due to the fact that this is a product that has been developed for years. It is updated from new technologies and modules, but on a functional software, hosted on high-end servers and with a very simple interface for its use.
Neotel has the best prices and plans so that every entrepreneur can enjoy a service adjusted to their possibilities and needs. If you were wondering what is the best virtual PBX, you can visit our website and take a look at the features of this business software.
CRM: How to sell more from information?
It is impossible to imagine large companies that do not use software to facilitate their work nowadays. Virtual switchboards, data systems, programs for making claims and telemarketing are part of today’s business world. Among these, one stands out for its versatility, organization and multifunctionality: CRM.
Many businessmen and traders probably have no idea what a CRM is. Some companies even implement it without having any idea of the potential of this type of program. Well oriented, this software can be an ideal ally to achieve sales and below, you will understand why.
What is a database?
Database programs are intended to store information about a company’s customers. In fact, they are so simple that they are often built on the basis of Excel spreadsheets, although it may not seem so. In general, these applications are static, standardized and offer few additional functions other than storing data of interest.
An example of databases are the programs used in banking institutions. In fact, almost all companies that sell services have this type of software with information about their customers. That is why, when a person calls the bank, a telephone agent can tell him his balance and similar information.
CRM can be thought of as a state-of-the-art database that not only stores information. In fact, this type of program breaks the mold in many ways.
What is a CRM?
CRM stands for Customer Relationship Management. This could be translated as customer relationship management system, for those of you who were wondering what CRM stands for. Its name alone indicates that it is more than a database with useful customer information for the company. It is rather a software that allows a better relationship with users.
When we talk about a commercial activity, relating only implies two things: customer service and sales. However, CRM is specially designed to help increase sales. In fact, its entire structure is designed to make it easier for customer service agents to make sales to customers over the phone.
A database is a closed system that contains and allows you to review customer data. In contrast, a CRM has resources that facilitate communication between departments. In this way, all those who come into contact with it can leave information about potential customers interested in the product.
Explaining the CRM from the inbound call
CRM starts working from the moment a customer makes a call to the company. By containing the database of users, this system is able to recognize their phone numbers if they have been previously registered.
Then when the teleoperator receives the call, he will be able to see a module that tells him who is the person who is calling the call center. This is a great advantage when reviewing the customer’s data and allows the telephone agent to gain a few seconds to better address the conversation.
It is also possible that the user communicating with the company is not registered in the CRM. In this case, the system offers the possibility to update the records or start a new one. In other words, the database can always be modified or enriched to guarantee the company updated information.
Basically, the CRM is also connected to the virtual PBX for calls. That is why everything works in an integrated way from the moment a customer calls.
CRM makes it possible to integrate all the information in an orderly fashion.
Traditional programs are limited even for storing or sorting information. Some even have templates where only a certain amount of data can be stored. To tell the truth, CRM also represents a technological breakthrough compared to many outdated software that many companies are still using.
On the contrary, CRM allows you to have different types of information stored in an orderly fashion. This is how this system can have a space for contracts or invoices, another for physical or photocopied documents, added to the base with the basic data of the clientele.
This is much more complete than having figures, dates and names of a client in a template. CRM is more like a system that integrates all the information that is important within a company. The positive thing about this software is that the information can be more easily linked and better utilized by agents and employees.
Three luxury functions of CRM
CRM not only organizes information, but also enables interaction within the system. Therefore, it not only integrates data but also the company’s departments and employees. Here are three features that make CRM much more complete than a traditional database.
Dynamic customer history: CRM customer profiles are very complete, allowing almost any type of information to be grouped together in various formats. It is not just a matter of filling out a personal file, because, in fact, the system allows you to group the entire record of interactions that occur with each user.
Recordings: The CRM not only allows you to save written data but also recordings. From recorded calls to a reminder made by a telephone agent who has served a user. Everything is easily found in the system that stores the information with organization.
Inter-departmental communication modules: CRM allows you to create notes and send them to the managers of other departments. Therefore, information flows are created around this software that allow to follow up with users. Everything is very expeditious, fast and there are many ways to communicate with other offices.
Precisely, the communication modules between departments is the biggest commercial secret of CRM. This function can be key to generate more sales. That is why this system is understood to have a commercial focus.
CRM: Selling from information
Companies that sell products and services understand that sales are a social process. To achieve them, interaction is needed at the right time. One of the biggest problems facing the business world is the lack of customer and user data.
There are times when a customer may express interest in a product to a telemarketer. But since there is usually no follow-up with users or internal communication, this is left up in the air. This is how companies lose out on potential sales that could easily be made. This is where CRM comes in as a revenue multiplier.
CRM makes it possible, for example, to pass on the data of a person interested in a product to the telemarketing department. In fact, everything in this software has been designed to provide follow-up and information to close sales. This system allows the integration of all parts of a company to generate greater dividends.
A priority part of the function of a CRM is to feed the telemarketing department. Through its implementation, agents can obtain updated numbers, commercial opportunities and potential sales that need little work to be closed. Of course, this will depend on the agents making proper use of all the resources of this system.
Neotel: CRM and virtual PBX for calls
Both CRM and virtual PBX are call center tools. However, to use them it is not necessary to have a large department with teleoperators. Any company or business can take advantage of both communication and customer interaction systems.
Neotel’s virtual switchboard has a simple interface, is innovative and offers excellent complementary modules such as automatic call launchers and sending bulk SMS. These and other tools are ideal for developing effective telemarketing strategies.
Both the CRM and the virtual PBX have similar interfaces and synchronize seamlessly. Both programs work from an internet connection and their data is hosted in the cloud. As a result, companies that contract the service do not have to invest in expensive equipment or make complicated installations. The entire service is provided by Neotel, including maintenance.
Neotel offers its CRM for free with the virtual switchboard contract.
Those entrepreneurs and companies that purchase the virtual switchboard service with Neotel get the CRM for free. In this way, they acquire two fully integrated systems to manage their communication and migrate to IP telephony.
It does not matter which call center software plan is contracted with the client. All those who pay for this service can also have access to an innovative CRM, easy to use and with state-of-the-art functionalities. This is an excellent way to start a business, managing communication in a professional way.