Listado de la categoría: Uncategorized

Utilities and functions of monitoring in the enterprise

The company has its own internal quality controls to improve customer service. In the case of call center management, monitoring is the module that allows correcting operator failures. Properly used, this tool can make a company be better perceived by customers and, from there, generate higher profits.

The main function of call center software is to manage communication. In fact, this management goes beyond the operator’s functions or connecting the different devices in the contact center. The best way to ensure that agents provide empathetic, personalized attention in line with the company’s values is to monitor their management.

What is monitoring?

Call monitoring involves listening to the content of the conversations that telemarketers have with customers. Usually, this type of work is done by the room coordinator or supervisor. However, thanks to the advance of today’s telephone pbx, this management can be done even by the owner of a small store, from his or her smartphone.

In the past, there was specialized software that allowed verification of calls recorded on servers. Since the incorporation of cloud storage, saving records and reviewing them has become much simpler. It should be noted that the call recorder is essential for monitoring.

The monitoring module consists of the virtual call recorder and the Spy and Whisper system. In Neotel’s case, there is also a third element called third party verification, which is a useful complement for the telemarketing department.

Virtual call recorder

The virtual call recorder allows to keep a detailed, organized and verifiable record of incoming calls to the call center. Monitoring is done by listening to the recorded conversations. This allows to verify that the operators comply with the dialogues, canons and rules established to address customers. Their performance in handling each case, if it is a call center, is also evaluated.

Most of the companies that offer virtual PBX allow a minimum range of time to store calls. For example, Neotel keeps the recording of calls for two months from the basic service. However, each company sets different limits on the storage service.

Those who want to have all of their recordings can sign up for the premium virtual call recorder service. In any case, monitoring is partially dependent on call recording. This is a proprietary operation of the PBX that stores the data in the cloud.

The Spy and Whisper system

Monitoring is not exclusively done by going back to the operators’ calls. The virtual PBX also allows supervisors to listen to their telephone agents’ calls in real time. Basically, the software allows them to listen to the call and even intervene in it.

Just as the management tools make it possible to mute the call or transfer it, at the supervisory level they also make it possible to contact the agent. It is precisely this modality that is called Spy and Whisper. This type of monitoring allows the teleoperator to be guided in the event of a complicated call, or when he/she is in the training phase.

Both the monitoring of recordings and the Spy and Whisper system allow different types of supervision. In fact, depending on how the monitoring sessions are planned, different results can be achieved. The goal is always to improve the quality of service and to train operators.

What is monitoring for?

The monitoring module allows, broadly speaking, to perform an internal control of the service. However, this involves different activities and the achievement of several internal objectives. First of all, monitoring should be used to understand how telephone operators do their job.

Monitoring is a training tool for operators. By reviewing the management of each agent, you can show them their successes and failures. This can be achieved by reviewing one or two calls per session, which is quite simple and quick to do.

Conducting monitoring sessions also allows you to identify operators who are performing very inefficiently. For sure, using this mode in a methodical way allows to evaluate the attention of the staff. At the same time, it is a sign of the management offered by the company to its customers. In fact, from this module it is possible to organize a whole line of internal work to improve the service offered.

The role of monitoring for new companies

Monitoring can be a central element for companies that are just opening their customer service departments. In fact, this module can help define the rules, operations manuals and dialogues that the entrepreneur wants for his company.

In the past, numerous call centers have created ways to solve their users’ problems through this implementation. The answers, mechanisms, procedures and service rules often come from monitoring-based analysis. In fact, this module makes it possible to solve special situations that occur in call centers.

It doesn’t matter if a new company has no experience with customer care. If its analysts use the monitoring module and analyze what happens there, they will be able to generate more convenient elements for communication. Over time, procedures will be simplified to ensure better service.

Three elements that work from monitoring

Evaluation instruments: In order to correctly evaluate the agents through monitoring, it is necessary to build evaluation instruments. In this way, the company sets the criteria for measuring the work of its teleoperators. In this way, a scoring scheme is created to provide a certain objectivity to the reviews.

Scale of promotions: Within a call center, monitoring is the best way to know the capabilities of each operator. Depending on what the evaluations show, operators can be recommended for other areas or even justify promotions. In this way, the company ensures that it continues to hire quality personnel according to their skills.

Complementary training courses: The weaknesses detected in a group of operators could indicate the need to reinforce training. This is why companies take the time to carry out educational activities to improve the skills of telephone agents.

Planning incentives through monitoring

Monitoring also makes it possible to check which employees should receive incentives and to what extent. In the course of business, rewards for exceptional performance are essential. Their administration can motivate operators not to slacken in the quality of their service. Indeed, this has become a common resource for the best companies.

One of the problems in awarding these incentives is the criteria for establishing them. In general, companies establish different payments based on the quality of management. In contact centers, monitoring results are often one of the criteria for special bonuses.

For this, it is essential to have a management evaluation tool. In this way, incentives are established based on the merits of the agent. Undoubtedly, monitoring is involved in multiple internal processes of companies. It does not matter whether the company is in the service or sales area: the objective is to improve the quality of service.

Basically, monitoring is a module that makes it possible to organize the work environment more than just communication. Its results are the basis for standardizing processes, evaluating workers, establishing incentives or promotions or even dismissals.

Neotel monitoring: quality controllership

Neotel’s management module offers monitoring with recorded calls and spy and whisper. Between the two, it is possible to review calls by recording and also in real time. Both modalities are necessary to evaluate the management of teleoperators. The basic virtual recorder service allows an exhaustive follow-up of the service provided.

Neotel also offers the third party verification service that allows to corroborate the sales closed via telephone. This add-on is ideal for outbound call departments. If the sale requires the explicit consent of the customer, it is important to have this add-on. In this way, companies also have a support of their activity in case of any inconvenience.

The Neotel recorder has a wide recording capacity and it is always feasible to opt for the premium service. This offers a capacity to record the equivalent of two years of conversations. The interface allows you to download calls, forward or rewind them easily. This is part of what our innovative cloud-based call center software offers. Contact us for more information, we have the best modules at the best prices in the market.

Telemarketing surveys: What inquiries should companies make?

Knowing what customers think is more important than many people think. In fact, commercial strategies and the success of the products offered depend on this. This is why it is important to have ways of consulting large groups of users. In this regard, the telemarketing survey module of the virtual PBX seems to be the most effective.

Telephone surveys are one of the most reliable sources of user information. However, much better than calling customers is to place them in the customer service IVR. This option is often perceived as less annoying. This is precisely what the survey modules of the virtual PBX do.

What is the telemarketing survey module like?

Telemarketing survey modules allow you to take advantage of the contact generated by the customer himself, to ask him a question. When the customer contacts the customer service, the survey is placed to know data of commercial interest, or to evaluate the quality of the service. This is much more effective than making inquiries through outbound calls.

In order to operate, the system asks the question by means of a voice-over, similar to what happens with the robot call. After asking the question, the module indicates to the customer the available options to give his answer. Customers use the numeric keypad to choose the most convenient answer.

The response information is stored in the system for analysis by analysts. The process is very convenient and the customer takes no more than a couple of minutes to respond. This is the biggest advantage of this add-on to the virtual PBX.

Where does the telephone survey appear in the call?

There are two forms under which this module usually operates. Firstly, there are the telephone surveys that are made right at the beginning of the call. The survey appears as an element of the IVR, when the customer is going to be routed to the appropriate department.

The second option is to make the inquiry once the telephone agent has already handled the service. In this case, the teleoperator transfers the customer to answer the survey. Subsequently, the user listens to the survey and answers it by marking the numerical options that he/she considers appropriate to his/her opinion or feeling.

Placing telemarketing surveys at the beginning or at the end of the call can have both positive and negative effects. Placing it at the beginning forces customers to generate a response, although they might answer anything because they just want to receive attention.

On the other hand, making the inquiry towards the end implies a risk that the user will hang up. But those who answer the questions might do so voluntarily, so they would make an effort. In any case, everything will depend on the person, the company’s preferences and the type of query.

The company can ask anything

Many companies are satisfied with simply asking about the quality of their customer service. In fact, the telephone survey module can be used to consult anything of interest. By understanding this, the query tool acquires other dimensions and an important utility from a marketing point of view.

In fact, surveys of commercial interest are usually divided into two types: satisfaction surveys and opinion surveys. The former are basically the typical queries that are made to rate the quality of the company’s or the teleoperator’s customer service. However, questions of this type can also be asked for more commercial purposes.

Opinion surveys tend to be a bit more open-ended. In the world of statistical studies, these are usually divided into three types: entry, comparative and follow-up surveys. An example of an entry product might be mentioning the characteristics of a service or product and asking customers if they would like to use it.

Comparative surveys are used to verify which product or service customers like the most. This is what happens when customers are asked which of the existing products they like best. Finally, the follow-up survey allows you to explore how the customer feels about what is being offered. An example of this modality, is when you ask what they would like from a product or service: «would you like a faster data plan, cheaper, or with more minutes?»

It’s all about having a little creativity and knowing what is the specific information you want to know. However, this is a module that has no limits.

Some examples of telephone surveys

All types of surveys can be carried out using the telemarketing survey module. The important thing is to think about how to pose both the question and the options to answer with the numeric keypad. It is feasible to move away from the typical quality of service question and go on to evaluate commercial aspects.

For example, a company might ask about the quality and perception of its products. To do this, it can ask «When you think of our products, what is the rating for our brand?». From here, it is feasible to place at least five options ranging from exceptional to lousy.

The phrasing of the question is vital to get an honest response from users. In fact, you can play with this to verify what the perceptions are. For example, instead of asking about quality, you can ask something like «Would you recommend our service to your acquaintances?».

A key question to ask when following up with customers has to do with shortcomings. It is feasible to ask customers «What aspects of our product would you improve?». If you are a service company, this will let you know what needs to be improved compared to the competition.

Now, a key type of question that few companies dare to ask is about new products. This is very positive because it allows to know preferences and the feasibility of launching a new commercial proposal. In this case the question could be something like «Would you like a product that meets the following characteristics?», mentioning of course the most important ones.

Another quite interesting type of question is the one that invites the user to compare the company’s products. This type of survey is queried as follows: «Which of our products do you like the most?», or «What is your favorite service?». After formulating the question, the options to answer will carry the name of each of the products and services. In this way, it is known which is the purchase intention or which product has greater acceptance.

Telephone surveys as part of the commercial strategy

Many entrepreneurs are unaware of the scope of the telemarketing survey module. To be sure, what is most valued in the marketing field is information on consumer preferences. Social networks provide some data, but it is much better to consult customers directly.

Using the telephone survey module makes it possible to develop efficient business strategies. From this application, it is possible to know what customers need, what they like, what works and create better offers. This applies to companies that market products and also to those that offer services.

A positive aspect of telephone surveys is that they cover consumers of all ages. In fact, one of the problems with social networks is that they do not cover the longest-lived customers. Precisely in this reality lies the need to maintain communications and consultations via telephone.

The use of surveys can lead the entrepreneur to offer a product or service that can generate many sales. One of the great problems of the companies is the development of commercial strategies based on deficient information. It is believed that today’s companies plan with only 8% of their customers’ preferred information.

Neotel offers a state-of-the-art telemarketing survey module

Neotel’s telephone survey module is innovative and above all easy to configure. The system allows you to design several surveys quickly and its navigation is intuitive. You can even activate several surveys at the same time and have all the numbers as options to answer.

The data obtained can be exported from the module to Excel for review by analysts. It is also possible to create graphs from Excel. Everything is configured to provide practical results for the company’s coordinators and decision makers.

Neotel’s module allows to launch surveys automatically and also to perform them after finishing a call with the client. Undoubtedly, this is one of the most interesting modules of our call center system. It does not matter if the company is small or does not have a contact center, each plan is adjusted to the needs and investment of each client.

Click to call me back: improving your website

In the past, the virtual PBX was just a program for telemarketers. Now, these tools have evolved into integral assistants for business telemarketing and customer service at all levels. The most innovative software has solutions for management via text messaging, email and even for improving the business website. This is precisely what happens with the «click to call me back» module.

The Internet has become a space that companies need to embrace. Social media and the website are the two fundamental tools to gain exposure and get new customers. The «click to call me back» button allows contacting a greater number of people through the business site.

What is click to call me back?

The click to call me back module is a button designed for the web page. It is installed on the business or commercial site. Its function is to offer a much more direct way to communicate with the company.

If a consumer interested in a product or service browses the web page, they can use this button to request information in a more direct way. Basically, the button opens a box where the user leaves his or her telephone number so that an agent can contact him or her.

From here, this information is registered so that an operator can contact the person. In this way, another channel for business communication is opened through the web page. This is a resource that generates greater possibilities for making sales. It does not matter if the enterprise sells products, or if it offers a service.

The problem of commercial websites

There is no doubt about the importance of digital portals in the development of any commercial activity. Basically, this element allows the company to have a constant presence on the network. However, many portals simply offer some kind of information and do not easily encourage communication with potential customers.

Many web pages remain on the Internet and over time do not even show updated information about the company. Sometimes, e-mail addresses or telephone numbers are provided and they are not active. The result of this is that customers think that the company is not operating, because it has no way to communicate effectively.

Many websites end up becoming cyber museums of companies. This is so, despite the fact that many times they are fully operational. This is when the website goes from being a showcase to becoming an obstacle. The objective of presence on the Internet is to get more customers and facilitate communication with them.

What is needed to install click to call me back?

Click to call me back is similar to many other website plugins. Its programming is simple and does not require the installation of software or anything similar. Basically, an expert is in charge of placing the button on one of the pages of the business site. This is done very quickly and everything is taken care of by the contracted company, which in this case would be Neotel.

To have a click to call me back you only need to have a web page dedicated to commerce. It doesn’t matter which platform or type of site the entrepreneur has. It also works very well on personal pages, a blog, or even a digital store. Everything is handled by a simple programming.

Once the application is installed, customers can view it and enter their phone numbers to be contacted. From here, the entrepreneur or an operator will be able to review the contacts he has and quickly call potential customers who have requested it.

What does click to call me back bring to the company?

The first thing that click to call me back achieves is instantaneous communication with customers. If a person came to the company’s website and was interested in the product, he will leave his number and the agent can call him right away. The faster this call happens, the higher the chances of closing the sale.

Click to call me back can be understood as an opener of commercial opportunities. In marketing it is understood that the more channels for customer-salesperson interaction there are, the greater the chances of getting more sales.

In addition, the relevant use of this type of plugins generates empathy with the customer as long as the calls are returned. It is very different to call a person who has not asked for it, than to call an interested user. Calling back implies that the company wants to listen to its potential customer. All this generates better conditions to close business.

Recommendations when installing the click to call me back

In principle, it is essential to place the click to call me back in a visible part of the web page. It can be very helpful to place it on the contact page. Many companies manage to stand out from their competitors by installing the button in that section. This is because most of the sites, only place their numbers and emails, or forms that are rarely answered.

Once the button is installed, it is important that someone is dedicated to return calls. It is feasible to assign a single agent to be dedicated to this task in the case of companies with a call center. Those entrepreneurs who have a small business or a digital store, can make the calls personally.

The faster the calls are returned, the higher the chances of closing the sale. This is because those who usually leave their phone number are usually people who are looking for the product offered. The chances of getting business are greater when the person shows more interest. If they don’t get a response, they are likely to look for another company to fulfill their need.

Of course, it is also important to have a website that is aesthetically pleasing, easy to navigate and with relevant content. By creating an excellent site that shows the advantages of the services and products promoted, we will increase the chances of winning customers through the click to call me back button.

Virtual PBX: beyond the phone call

It is understood that the call center PBX is usually a tool for managing business telephone communication. In the past, this tool made it possible to connect to different telephone devices and create large customer service rooms. However, today’s virtual PBX, although born from this concept, has evolved into a comprehensive product.

The virtual PBX went from integrating different telephone devices to bringing together different communication methods. Its modules and functionalities integrate fax, text messaging, video calls, email and also the web page. To be sure, these programs should be understood more as business communication managers.

Neotel offers you its click to call me back button

Neotel offers its call me back module for business websites, online stores and professional sites. No matter what type of business the entrepreneur has, this add-on will expand the company’s range of action and possibilities to sell. Customers do not need to install complicated programs to have this add-on.

Neotel’s IT experts take care of programming the click to call me back according to the standards of the contracting company. In addition, this button can also be installed in emails, blogs or videos. In this way, the customer can open the communication from multiple platforms in cyberspace.

The click to call me back button is available for companies that work with our call center switchboard and for all those who wish to hire it. The cost of this button is only 25 euros per month, being one of the most competitive prices in the market.

Our click to call me back application is functional and has an attractive design. Undoubtedly, this is another module that allows to promote communication with the user. Neotel has the most innovative virtual switchboard, with all the modules and functionalities necessary to maximize the commercial reach.

What is IVR and what are its functions?

When we talk about IVR, it seems that it is something very innovative. However, many companies and customer service centers have been using it for almost three decades. To tell the truth, everyone who has called a bank or the call center of their telephone service has interacted with this automated mechanism.

At the time, having an IVR was a major technological and business breakthrough. At first, many companies did not believe that users could adapt to these self-service telephone systems. Today, not only are they very common, but they have been incorporated into almost every type of enterprise.

What is IVR?

The IVR is a recorded operator system with which people interact when making a call to a call center. For example, when a customer calls the bank and a recorded operator asks for his ID number, this application is doing its job.

The action of the IVR goes far beyond redirecting a call to a specific department. However, this system also interacts when the customer is in the options menu. Its characteristic task is to request information, process it and return an answer to the calling customer.

The more traditional IVRs operate by dialing the numeric keypad. With technological advances, it has been possible to incorporate mechanisms that recognize some voice commands. Active human-machine interaction defines this telephone manager.

The acronym stands for the name of this automated telephone manager. For those who wonder what IVR stands for, it is Interactive Voice Response. In Spanish it would be translated as interactive voice response. Today, this is a service that is part of the virtual IP PBX.

How does the IVR work?

The IVR has the role of welcoming customers who make incoming calls to a company. In addition, it allows the customer to be directed to the telephone options that allow them to reach the appropriate department or solution. To do this, the system is interacting through recorded voices.

In the middle of this, the IVR system can request some useful personal information from the customer. This could be the DNI, or some important information that is useful for the management of their case. From that moment on, the automated assistant is facilitating the attention.

The implementation of the IVR generates benefits for both customers and the company. The important thing is that the user provides the information properly and understands how to navigate through the menu of options. This interactive system is specially designed to communicate in a simple and effective way.

The functions and utilities fulfilled by the interactive voice response are numerous.

IVR helps to reduce the queue of waiting calls

One of the priority tasks of interactive voice response is to reduce call queues. It does this by keeping the customers executing incoming calls distracted. While the user interacts with the machine, it gives operators time to handle calls that came in earlier.

The IVR also reduces the flow of waiting calls by routing them correctly. After all, many times queues are generated by customers getting through to the wrong departments. Nowadays, people often find their way around the menu of options better thanks to the guidance offered by this automated system.

Although it seems that some customer service departments are often overcrowded, they would be much more inoperative if it were not for this system. For example, calling busy banks would be a much more difficult task today.

IVR speeds up talk times

The IVR system reduces the length of operator-customer conversations. It does this when the interactive voice obtains personal data from the user. Most of the time, this information is in the agent’s domain before the words are exchanged with the customer.

This is something that not everyone knows, but while the agent is greeting, he is already checking the system. This is possible because the IVR has given the operator the information he needs to advance the management. This is how conversation time is reduced without the users noticing it.

Some IVRs can even inform the operator about what the customer needs. In this way, the operator starts to generate solutions before the user tells his problem. The operator is always one step ahead of the user.

Generating customer peace of mind

The IVR is much more than a recorded voice that guides the customer through options. Since its welcome, this interactive system is dosing potentially annoying users. The mere fact of being able to listen to the operator gives the customer the feeling that the company is accessible and will soon find a solution to their problem.

That is why the creators of these systems are making more and more effort to use humanized and sensitive voices that are pleasant to the ear. In addition, as mentioned above, the interaction distracts the customer to shorten the conscious waiting time. At all times, the interactive system acts as a dosing factor.

This application is developed from psychological approaches to achieve positive effects on the mood of the clientele. In fact, users are often more annoyed when the IVR has a very short action that leads to long waiting times. This negative effect also occurs when the call center uses traditional call assistants.

Self-management: the user can solve his own problems

The IVR’s breakthrough came when it allowed customers to self-manage their problems. Today, these systems are so complete that they allow people to manage their problems without the help of operators. For example, this is the case with banks that have automated systems for changing a credit card password.

This novel approach simplified many tasks for customers. This meant moving from an automated IVR to automated self-service systems. Another outstanding example of this is the systems implemented by telephone agencies for changing plans.

IVR-based self-management also makes it possible to streamline the call center’s call flow. Companies that incorporate this type of solution reduce their queues of waiting calls. In fact, some customer service departments have lowered their costs as a result. The best part is that IVR can be used in even more cost-effective and creative ways.

IVR improves company image

By implementing telephone self-service systems, the IVR allows for 24-hour customer service. Since customers can solve some of their problems themselves, the service is extended without generating cost or effort. Companies that work in this way are better valued than those with limited opening hours.

Self-management is synonymous with accessibility, practicality, innovation and simplicity of processes. Every customer wants to be able to solve his or her problems no matter what time it is. In fact, the incorporation of an IVR system is giving users tools to overcome numerous inconveniences regardless of the time.

For example, a bank that allows you to process the unlocking of a card at three o’clock in the morning is well appreciated. Customers understand these automated systems as solutions in times of trouble. In other words, their implementation only results in increasing the company’s good image. Indeed, solving problems is the ultimate goal of any private initiative.

Customers also appreciate that companies are innovative and this is synonymous with quality. A high-performance IVR with innovative solutions allows you to stand out from the competition. To be precise, this type of automated system can weigh heavily when users choose which company to opt for. This is even more important for service companies.

Neotel has a high quality IVR system.

All of the above suggests that choosing an IVR is not something to be taken lightly. This system must be functional, fast, understandable, attractive and be flexible when it comes to configuring the options. Neotel’s application has all these qualities and our experts work to ensure a menu of options.

Neotel’s IVR voices are quite humanized and focused on guaranteeing a pleasant experience to the hater. The best part is that it requires no additional installations and costs for those who hire our virtual IP PBX. Companies that require this mechanism can contact us. Undoubtedly, one of the most effective and current telephone management solutions available.

The IVR is the face of presentation of companies and is even part of their identity. Neotel offers this and other useful modules such as the progressive dialer, the robot call, sending bulk SMS, telephone surveys, virtual fax and much more. All these tools are compatible and work together with our cost-effective virtual IP PBX service.

Why is Video Calling in the cloud the future of business?

Telephone calls are supported and accepted by businessmen and customers. However, every day companies have better mechanisms for internal and external communication. One of the most valued modalities for communication today is the video call in the cloud, as well as videoconferencing.

In fact, the IP PBX goes beyond managing company phone calls. In fact, its complementary modules allow the use of text messages, fax and other means to expand the communicational impact of companies. In addition to this, the most advanced call center software also incorporates video calling and video conferencing modules, which are being highly valued.

What are video calling and video conferencing?

Video calls and video conferences are communication formats that allow people to interact through audio and video. They were perfected with the appearance of Google’s WebRTC Line. Today, we use them with some frequency through some of the most popular social networking platforms worldwide.

Both video calling and video conferencing allow real-time audio and video communication. They work over IP connection, which means that they are supported over the Internet. It would seem that video calls are primarily intended for entertainment purposes. However, in business environments they are seen as the future of communication for business purposes.

The problem with cloud video conferencing and video calls in general at the enterprise level has to do with the applications that offer them. While it is true that social networks have developed them in an exceptional way, these environments are not ideal for supporting business and work-related conversations.

Videoconferencing in the cloud: ideal for the entrepreneur

The reason why video calls from social networks don’t work in the business environment is the same reason why many people don’t buy as much from sites like Facebook. Several statistics point to the fact that a large proportion of consumers and service users do not rely on the social network to make purchases.

Instead, means such as a phone call or an online store tend to generate greater trust. Similarly, not even company bosses would look favorably on meetings or appointments via a video call made by Instagram or WhatsApp. These work well but generate neither trust nor the formality required to negotiate, or conduct a business meeting.

There are social networks aimed at offering the service of video calls for the business and commercial environment. However, some of these applications are very limited, or have a very high cost. This led some communications companies to create video conferencing and video calling modules in the cloud.

What are cloud-based videoconferencing modules like?

The most innovative virtual PBXs incorporate modules for video calls and video conferencing. This is what happens, for example, in the case of Neotel software. In plain words, the call center program also incorporates the possibility of this type of communication. From this point on, the entrepreneur does not depend on social networks or third-party applications.

Everything that companies need to make video calls in the cloud is available in their own IP PBX. Sessions can be conducted from any device with a camera, such as a smartphone. The personnel with access only put their username and password to access this application. Everything works over the Internet and both the module and the information are hosted in the cloud.

The person generates a link and shares it with the people with whom he or she is going to conduct the session in real time. To be sure, everything works in the same way as other third-party applications aimed at this type of communication. The system is controlled by the company and can be used for internal or client meetings.

Video calls and videoconferencing projections

According to several consulting firms, real-time communication with audio and video generates high expectations in the business world. According to the 2019 Impact of Video Conferencing Report, 98% of people working in companies consider that video conferencing contributes to improve internal and external relations for companies.

In turn, 94% of the companies surveyed stated that video conferencing increases productivity. In turn, 89% said that this resource contributes to the completion of tasks and projects. In 2020, the business outlook will shift even more in favor of video conferencing and video calling in the cloud. The establishment of quarantines and social distancing rules as a result of the COVID 19 pandemic increased the applicability of these technological solutions.

In 2020, social networks specialized in videoconferencing services increased their number of regular users. The most innovative companies are increasingly adopting video calling and video conferencing modules in the cloud. Of course, it is much better to have such a module in-house than to use a partner network. The future is undoubtedly of real-time video and audio communications.

It is also known that almost 80% of Spaniards have made at least one video call as of 2020. Previously, one of the drawbacks for the massification of this technology was the lack of knowledge of this tool on the part of Internet users. The current circumstances have motivated even the elderly to learn how to make video calls.

What business activities can be carried out via video calls?

Workgroup meetings have been resized on the basis of video conferencing. However, many companies are even conducting business meetings using video conferencing. Today, there are many applications for this solution in communication material.

Training in the workplace has been strengthened by videoconferencing. For example, companies that lend their software to other companies are opting for long-distance training sessions via videoconferencing. In this way, support is provided, guaranteeing personalized attention without the need to leave the home or office.

Video calling is also gaining momentum as a mechanism for telemarketing. Many companies and services are selling their products through this method. In this way, trust and empathy are generated when it comes to closing deals. Videoconferencing is also proving to be very useful for attracting new talent and recruiting personnel.

Added to this, there are companies that are focusing on video calls and video conferencing in the cloud to offer their services. This is what is happening with professionals in education, psychologists, analysts, consultants, computer engineers and similar professions. Internet-based communication solutions are now permeating all company departments.

The positive effect of video

The real breakthrough of video calls lies in the incorporation of video. This element allows a kind of virtual presence that has a positive effect on customer behavior. If telephone calls enjoy prestige and reliability, being able to see the interlocutor gives customers a better idea of the company or the salesperson.

The video call is much more reliable when it is made from an institutional software. This is another advantage of the module hosted in the IP PBX, in relation to social networks. The more formal the videoconference and everything that surrounds it looks, the more positive the prospects of customers will be.

Video provides reliability and closeness without losing formality, depending on how the sessions are planned. Of course, the company must create its own parliaments and work on generating good impressions from the visual elements. Beyond this, the cloud video call can even become a valuable tool for closing sales. Customers can feel more confident because they see the person they are talking to.

Everything said so far explains why video calling and video conferencing are above all the future of business.

Video call and video conferencing module in the cloud

Neotel offers a system for making video calls and video conferences hosted in the cloud from your IP PBX. This has no additional costs and is part of the modules incorporated into the call center software. This application does not require extra installations and is compatible with any operating system.

Our system allows you to send the link by email and also by text messaging. In addition to this, the customer will be able to record his video calls, review the history and transfer them. This real time communication system is very fast and has been incorporated by important companies, and its quality has been proven. The best thing is the software interface, characterized by its simplicity of use.

Video calling and video conferencing in the cloud are just one of the many tools offered by Neotel’s software. In addition to this, the entrepreneur has countless modules such as automatic call launchers, telephone surveys and sending bulk SMS. All these applications can constitute effective telemarketing and customer service strategies.

Mobile PBX: the call center on your smartphone

A great advantage of today’s call center software is that it can be used on any device with an Internet connection. However, in order to use the virtual PBX on a smartphone with all its functions, a complementary application must be used. This is the virtual PBX and is equivalent to being able to call and receive calls as if we were in the contact center.

In call center departments, the management software allows you to transfer, mute, put on hold and retrieve calls. Not to mention the fact that this software allows you to connect each extension, record each call and monitor. It may seem impossible to have these features while away from the office. However, technology has advanced and offers quite complete solutions.

From physical to virtual PBX

Many companies even today continue to maintain large call center rooms with servers, data centers and other equipment. In fact, maintaining the physical PBX is extremely costly. Not to mention that work dynamics and guidelines are often very limited in these environments.

New technologies such as the WebRTC Line and cloud hosting made it possible to overcome this work scheme. Thus, the virtual PBX was born and with it, the possibility of managing business communication over the Internet. In this way, customer service and telemarketing applications left the office, reducing costs.

It is estimated that companies save up to 80% of the budget allocated to communications thanks to virtual PBXs. The dilemma of the physical or virtual PBX is practically set aside when this reality is understood. This brings us to the mobile PBX, one of those technological implements that make business communication much more expeditious and versatile.

What is a mobile PBX?

The PBX hosted in the cloud can be used on any device. However, smartphones do not have call center functions. In other words, the cell phone alone cannot transfer calls, mute calls, or put them on hold.

Because of this, a complementary module was created that allows the use of these call center functionalities on the cell phone. Precisely, this mechanism is called mobile PBX. In this way, the operator can use his smartphone and operate as if he were in his contact center.

With the mobile PBX, incoming business calls are forwarded to the teleoperator’s smartphone. The latter will not only be able to manage them, but will also have all the necessary functionalities to do so in a professional manner. From this mechanism, it is possible to have several operators working with cell phones from anywhere in the world.

What are the functions to manage calls?

Business telephony differs from business telephony because of the callcenter tools used by the latter. These functions are quite basic, but they have been proven to improve the quality of service, the camaraderie with the customer and the effectiveness of the operator in his work. Below, you will see which are the most important ones.

Put the customer on hold: This function is used when the operator is running his management and tells the customer something like «we are checking, stay on the line». Its use is vital because it allows the worker to review the information, manage and resolve the user’s problem.

Retrieve call: This option allows the operator to return to active communication with the customer after the agent has placed the call on hold.

Mute the call: Unlike placing the call on hold, muting the call involves cutting off the audio emission by the operator without the customer noticing it. In this way, the operator can still listen to the customer and talk to his supervisor or ask for help.

Transfer: Occasionally, customers choose options in the IVR incorrectly and this leads them to communicate with the wrong operator. With the transfer feature, the agent can forward the call to the correct department. This saves users the hassle of having to call again.

Reject the call: The operator can reject a call if he already knows that the call is directed to another department, or in other specific situations. In this way, he/she can leave the line open to other calls that correspond to the tasks he/she performs.

The mobile PBX provides versatility

The mobile PBX is a tool that promotes productivity in telephone management. Companies that implement them have much more versatile work dynamics, being able to adapt to different scenarios. For example, it is known that companies with this service have been able to perform their customer service tasks better in the midst of the COVID 19 pandemic.

The mobile PBX allows telephone operators to manage their business from anywhere. It doesn’t matter whether they are at home, away from the office or even in another country. This is important because it broadens the range of prospects that companies have when hiring employees. With this application, being in person is a thing of the past.

Call centers that implement the mobile switchboard can control people from abroad. In this way, they can get better qualified professionals or those who offer their services for less money. This is a technological solution that updates business management to current dynamics such as the freelance labor market.

Mobile PBX: maintaining quality and reliability

The mobile switchboard goes beyond enabling telephone answering from a smartphone and outside the office. In fact, one of its fundamental tasks is to maintain high quality standards in management. Its functionalities make the difference between a call to a private individual and a business call.

It is estimated that more than 60% of customers prefer business phone support. In fact, calls still play a key role in people’s interaction with companies. Part of this confidence is due to the parliaments and tools of call center management.

The functions of the mobile PBX make it possible to maintain formality in business calls. When users realize that the agent can transfer or place the call on hold, they understand that they are communicating with a company. In other words, these resources automatically improve the customer’s perception.

It makes little difference whether the operator is at home or abroad. The features of the mobile PBX formalize communication and evoke the institutionality of the business. People who have online stores can use these features to give more formality to their business. It is not the same to call an individual’s phone number as it is to call a business number.

The mobile switchboard brings businesses up to date

The massive use of the Internet has generated great changes in the way work is conceived. Staying in the office is no longer a mandatory requirement for business work. Today, many jobs are performed remotely and achieve better productivity rates.

The mobile PBX has gained importance in the midst of difficult circumstances such as COVID 19. However, this application allows companies to participate in today’s work dynamics. This is a necessary upgrade and one that opens the door to the future.

It also allows employees to enjoy a different type of work dynamic without lowering their productivity. To be sure, the mobile PBX is a resource that can be put to good use. It all depends on the circumstances, the vision of the entrepreneur and the business activity being carried out.

The best mobile PBXs are practical, intuitive and easy to use. They do not require complicated installations and have all the necessary functions for telephone management.

What is Neotel’s mobile PBX like?

Neotel’s mobile PBX is one of the most modern and functional on the market. It is complementary to the virtual switchboard service. Entrepreneurs who contract our call center software can enjoy this additional service at no additional cost.

Our mobile PBX does not require the installation of software or changes in the SIM card. In the case of Neotel, the operator’s number is linked to your extension. The person will continue to use his telephone company to enjoy the module once the linking is done.

To activate each of its functions during calls, the operator must dial some very simple codes. This is done using the numeric keypad of the cell phone. The system works very quickly and is very easy to use.

The mobile PBX is one of those callcenter tools that can generate a wide range of possibilities. Its use makes it possible to humanize the work of the telephone agent while preserving the company’s prestige. From this complement, the management can be done from anywhere just by using the Smartphone. It is basically like having all the features of the call center software on the cell phone.

Premium Virtual Call Recorder Why is it important?

Call recording is a central aspect of call center and business operations. The ability to keep a record of telephone contacts has many advantages and practical uses. Today, companies rely on the premium virtual call recorder.

Call recording today is simplified by the virtual PBX. It is precisely this digital application that contains this feature, in addition to the known functions to link several terminals and manage each call. It seems a minor matter, but it is a useful backup that can be used to great advantage.

What is a virtual call recorder?

A virtual call recorder is basically a system that allows you to keep a record of your company’s telephone contacts. These can be incoming through the customer service department, or outgoing very characteristic of the telemarketing department, collections and security.

In the past, call center departments used physical PBXs and call recording was done using special software. These records were usually stored on expensive physical servers. In other words, it was necessary to invest in host hardware for data storage. In the case of customer service centers, one of the most frequently stored data was precisely the telephone calls.

At that time, the process was much more complex than it is today, as several systems had to be integrated. The advent of the virtual PBX made it possible to simplify the complete storage of operations. Today the call recorder is virtual and is part of the call center software.

Almost all cloud PBX services offer virtual call recording. Of course, there are different levels and costs for data storage. This service is the proof of how important it is to manage communications via virtual PBX.

How does the virtual call recorder work?

Today the entire virtual PBX system works over an Internet connection. Even calls are made over an IP connection, which is very similar to what happens when a person calls another person using a social network. This in turn allows the records of this call to be stored in an organized manner as part of the software’s work.

The conversations are recorded under files very similar to the voice memos of today. They also have formats such as MP3, very similar to music. Therefore, it is also very easy to save and listen to them. The space used to store the records of these calls is the cloud. In other words, the whole system is literally powered by the Internet.

Thanks to the PBX in the cloud it is possible to record as many calls as the customer requires. The cloud storage spaces offered by the companies have no physical limitations. The whole system works in a very simplified way and companies like Neotel have expert staff to maintain the proper functioning of the system.

Why is there talk of a premium virtual call recorder?

Companies that offer virtual PBX service usually offer standard recording. For example, Neotel offers storage of generated and received phone conversations every two months. This is usually sufficient for many businesses, depending on their business activity. However, there are other companies that require a much more extensive record.

When companies require extensive call backup, they turn to the premium virtual call recorder. This offers a much more extended service in time with which you can even get all the conversations made with customers.

There are companies that by law need to have all the calls. These tend to focus on complete virtual recording services, covering large periods of time and with full functionality. In these cases it is also essential to opt for a PBX with a user-friendly and easy-to-use interface.

Companies that provide some kind of service usually need a premium virtual call recorder. The most emblematic case is that of banks, which are even required by law to have full registration. Since they handle their clients’ money and because of the possibility of fraud, it is essential to have all the conversations in the middle of an investigation.

Why is it important to have a premium virtual call recorder?

Call recording allows you to fulfill functions that are crucial for business management. In principle, it allows monitoring conversations between operators or telemarketers and customers. The idea of monitoring is to verify the quality of service and to better train individual employees.

At the same time, the recordings allow internal control to be exercised in order to protect customers and ensure proper customer service. For example, many companies use this element to penalize workers who do not perform their work properly. In this way, keeping these records can become a fundamental factor in aiming for excellence.

Keeping records can also support the company’s good work in case of any misunderstanding. In the event of a complaint to the consumer protection agencies, companies can resort to the records and demonstrate that the procedures and attention is correct. Undoubtedly, this is one of the callcenter tools that allows to know the reality of the service offered.

Other advantages of the premium virtual call recorder

Entrepreneurs who hire the premium virtual call recorder service seek to improve this functionality. Generally, paying for this complementary service allows them to opt for a larger storage capacity.

Another key factor in this service is the quality of the recording manager. Companies such as Neotel allow the contracting company the ability to control both the recording in general, as well as the recorded calls. Coordinators can play, filter, search and even download calls to use them as they wish. It is also possible to suspend the recordings for a moment and manage the entire system.

From the virtual PBX it is possible to review the recordings from any device. This is because the entire system is hosted in the cloud and you only need an Internet connection to access it. Previously, this was impossible and everything had to be done from the office. This is another advantage of migrating to the virtual PBX.

Simply put, the premium virtual call recorder confers full control over the records. In the case of large and medium-sized companies this is not only very useful, but economical due to the characteristics of their business balance. In reality, this type of complementary service is usually not that expensive.

Choosing the best premium virtual call recorder

As with the rest of the cloud PBX, it is essential that the recorder has a simple interface. Sometimes, operators and coordinators in the company do not use the resources due to the fact that these are not user-friendly. In this sense, it is crucial that this technological solution is complete, but also easy to use.

There are many products on the market with different features, recording limits and managers. It is important for the entrepreneur to analyze several of the available proposals and choose the one that best suits his needs. For example, some companies charge more for this service and even offer less than others. Therefore, each aspect must be analyzed to obtain the most effective modules.

It is always good to analyze the difference between the standard recording service and the premium one. Of course, all this must be weighed against the needs of the business itself. As stated above, there are business activities that require less of the recordings and others that require a more comprehensive service.

Neotel’s premium virtual call recorder is complete.

Neotel offers a module that can meet the highest standards in call recording. To this end, we grant the customer an entire terabyte of storage. This equals 27 years of secure recordings backed up with the best security systems.

The easy-to-use manager allows you to control all aspects of the recordings. The record can be reviewed, downloaded and manipulated from any device as long as the necessary credentials are available. This is to ensure the security of the company and the information stored.

The additional cost for this service is €45 per month and is a guarantee of consistent quality. This is one of the most competitive recorders in the market according to its cost/benefit balance. Neotel’s software is used by several of the most successful Spanish companies, which proves its operability. Undoubtedly, this is one of the most necessary and useful callcenter tools, ideal for maintaining a transparent and productivity-oriented business management.

Virtual PBX lowers costs for companies

Nowadays there is a lot of talk about the virtual PBX and there is a wide market for this service. This is because this technology has meant a breakthrough from many points of view. To tell the truth, this implementation is more efficient, innovative and cheaper than the physical PBXs of traditional call centers.

Many companies have not yet adapted their communications to the virtual PBX due to lack of knowledge. To be sure, the advantages of this technological solution are multiple and far outweigh systems based on telephone lines, servers and physical installations. If you were wondering what a virtual PBX is, you will be able to understand it below.

What is a virtual PBX and how does it work?

The virtual PBX is basically a telephone communication system that works over the Internet. In other words, all the telephone devices, the interconnections between them and even the data storage depend on IP communications. This arrangement makes the operation of calls much cheaper and at the same time allows you to take advantage of very interesting functionalities.

The old physical PBXs relied on expensive hardware, telephone lines and call center software. This last element, in addition to multiple wiring, allowed all the numbers and equipment to be connected for administration. In contrast, the virtual PBX incorporates everything in one easy-to-use software, with the simple use of an Internet connection.

Today there are many companies that have not upgraded and continue to use a physical PBX. As a result, communications tend to be very costly, in addition to being very limited by the technological outdatedness of these systems. In fact, the virtual PBX allows the use of more advanced modules, at a more than reasonable cost.

What does it mean to keep the old physical PBX?

Physical PBXs generate a lot of operating and maintenance costs. In the beginning, they marked a stage where companies had to invest a lot of money to support their internal and external communications. To do so, they bought PBXs, physical servers and set up data centers.

At the same time, this generated in many companies the need to carry out reforms to inhabit physical spaces. A necessary aspect of data centers is that they require a power source and equipment to create favorable climatic conditions to maintain servers and other facilities.

Finally, the occurrence of software, equipment and electrical failures motivated companies to hire a maintenance staff. Generally, this is made up of system engineers and other such professionals. Not to mention the cost of hiring traditional telephony services.

Until a few years ago, this was the costly and complicated structure of the traditional call center. To tell the truth, many companies have not left this costly dynamic that also prevents them from enjoying the technological tools of the present. In the face of this, the virtual PBX was an incomparable improvement.

What is involved in migrating to a virtual PBX?

The quality and possibilities of today’s systems mark a before and after compared to the limited physical PBXs. To begin with, the virtual PBX does not involve the purchase of expensive equipment such as servers, data centers and other facilities. Instead, it is simply contracted as a service and can be operated on any device with an Internet connection.

Maintenance costs are eliminated as it is a service contracted to an expert company. In fact, the call center software provider takes care of everything while the contracting companies simply pay a monthly fee. This makes it possible to say goodbye to the costly staff of system engineers, or at least to reduce this department.

The system is hosted in the cloud and in fact all data is stored there. This is also taken care of by the contracted company, and the customer can access this data whenever he wants. The large plans charged by traditional telephone companies are also left behind. In fact, IP communication is usually much cheaper and only requires a broadband Internet connection.

It is estimated that migrating to a virtual PBX generates savings of up to 80% in communications investment. This is the main motivation for companies that are adapting to this communication system. However, this is just the beginning of a long list of advantages.

Virtual PBX: a technology for business growth

With the virtual PBX, everything is practically condensed in the call center software. However, this system goes beyond transferring calls, leaving them in silence, or allowing a control of the work done by the operators. In fact, with the advent of this technology, other tasks that companies could only perform with difficulty by purchasing other programs have been simplified.

The characteristics of the virtual PBX vary according to the program. The truth is that the applications of companies such as Neotel allow entrepreneurs to have a series of very useful modules and functionalities. These go beyond improving customer service and allow ambitious and effective telemarketing campaigns.

The virtual PBX comes with a wide variety of modules that facilitate communication through multiple channels. In other words, in addition to being compatible with other tools, it integrates them. These functional applications include telephone dialers, IVR, telephone surveys, CRM, among others.

Virtual PBX: beyond telephone communication

The primary objective of the virtual PBX is to manage telephone calls, as with any other call center software. But in reality, this technology easily transcends the sphere of telephone communication. This is precisely because it works with proprietary Internet systems such as WebRTC Line.

For example, Neotel’s PBX has a module for sending mass text messages. This allows the company to communicate to users about new products and new rates. The scope of this module goes beyond the use of telephone conversation as a means of contacting customers. But there is also the possibility of video calls or video conferencing.

In Neotel’s case, there is the virtual fax module that allows sending and receiving faxes. To be sure, virtual PBXs are designed to interconnect different technologies, devices and communication channels. This is something that traditional call center software alone cannot do.

What is the best virtual PBX?

There are many proposals on the market, but not all of them meet the highest performance standards. To be sure, almost all of them can guarantee the operator the basic functions of telephone management: transfer, pause, mute, record and monitor calls.

However, it is important for the entrepreneur to analyze the capabilities and possibilities of each PBX. There are several aspects that should be considered when paying for this type of service. Firstly, the best programs are easy to understand and use. A virtual PBX can have complex functions, but it must have a user-friendly interface.

Another important aspect has to do with the ability to integrate with other programs. Although the latest PBXs tend to have almost everything, the right thing is for them to be able to integrate third-party software. For example, Neotel’s program allows opening third-party programs within the same application. This ensures that companies can continue with their usual dynamics when acquiring the virtual PBX.

It is also essential to verify the complementary modules of each proposal and their functionality. For example, it should be verified if the telephone dialers work with artificial intelligence, or if the tool for sending bulk SMS is easy to use. The best companies show information on each implement in an itemized manner.

Of course, it is usually very important to check the prices of the service contract. You should see the price per minute and data, the cost of renting the PBX, channels or extensions and additional modules. This is one of the parts that require the most analysis by customers. In reality, there are several proposals and choosing the right one allows you to get the most out of this technology.

Neotel has one of the most complete virtual PBXs

The world of virtual PBX is extensive and Neotel is an innovator in this area. This is one of the most experienced companies in the market, with twenty years in the business. Our software has been improved over time and is one of the most innovative, complete and functional that exist.

Neotel’s call center software has a very easy to use interface. The customer pays for the service and is assigned a password and a user as if it were a social network. Everything is in the cloud, so the entrepreneur does not need to buy expensive equipment. All system maintenance is handled by our experts, who are available at any time. Undoubtedly, the technological solution par excellence for all types of entrepreneurship.

CRM: Control customer data and increase sales

Banks, telephone companies and other service companies usually handle basic customer data. In fact, this is part of the nature of that type of business, but the truth is that having customer information is always positive and useful. In fact, both the company and the customers benefit from a CRM.

Having databases is legal as long as the information is handled in accordance with the law. In fact, this is important in almost every type of enterprise. Of course, today’s information management software has evolved by leaps and bounds. Having a CRM even makes it possible to carry out marketing campaigns with a fairly wide scope.

What is a CRM?

CRM is a business management system aimed at collecting data from a company’s customers. To be more precise, this software is a manager for the relationship and attention offered to customers. It is known as CRM for its acronym in English which stands for Customer Relationship Management.

The meaning of CRM in Spanish is something like «Gestor para el manejo de relaciones». This is a digital tool but its design is also part of a management model for customer service. This makes it go beyond the rudimentary databases used by some service companies in the past.

The CRM integrates various functions that facilitate communication with users, beyond attending to their problems. In fact, this application includes functionalities that facilitate data updating, marketing and communication of business messages. As can be seen, the information base is one of the parts of this integrated system and not its entirety.

A traditional database may be configured only for information verification, or customer service. On the contrary, CRM is designed to simplify the commercial relationship with regular customers and potential users. Used well, this tool allows you to expand business opportunities and close new sales.

How does CRM work?

CRM is more than a software, it is a customer-oriented business management philosophy. It is not only oriented to attend to complaints or failures and, to tell the truth, it is usually designed to increase sales. Its appearance comes to unify and refresh obsolete processes or systems of attention that were not integrated in order to consolidate the growth of the company.

CRM is created under the vision that all the information must be condensed in a macro system, efficient and easy to access. It is a way for every part of a call center and the company to work in unison. In addition, this software has functionalities and channels of action to connect various departments.

For example, it may happen that a customer calls upset because his cable TV signal is faulty. An operator immediately answers the call, verifies the data of the incoming call and understands that the user has outdated numbers in the database. Immediately, the CRM allows you to update the phone number and even get the person’s email address.

But the CRM goes beyond this. In fact, the inbound operator can pass data to the telemarketing department. In other words, this application makes it easier for all departments to communicate and complement each other for the benefit of customer service and the company’s commercial growth. The goal is to connect all parts of the business machine to generate better information and greater resources.

Some CRM functions

CRM is a complex system that links the parts of a company and its functions are interconnected. Obviously, updating customer information is probably its most basic and obvious facet. But the full potential of this implementation can be analyzed with other, much more complex functions.

For example, today’s CRMs make it possible not only to obtain and manage customer data, but also data on people who may be potential customers. These are known in marketing as leads and constitute business opportunities. Precisely, the manager system is designed to detect this type of person and pass them directly to the sales department.

This tool also makes it possible to check the status of customer debts. This is of vital importance for service providers and allows them to improve the work of the collection department. As with leads, the information is passed on to improve the company’s ability to collect from customers in arrears.

In addition to this, the most current CRMs implement automated intelligence. In this way, the most repetitive tasks are performed more quickly and easily. In turn, these programs have functions and sections that generate recommendations to telemarketers. In the case of Neotel’s tool, this happens instantly and in the middle of the management.

How to improve sales with a CRM?

CRM is a program aimed at generating opportunities and facilities to increase sales. Although there are many types of this type of programs, all of them in their structure promote the commercial activity of the enterprise. The most important thing is the interconnection that it allows between departments for the exchange of information.

The knowledge of the leads allows the telemarketing department to capture new customers. Today, worldwide statistics suggest that a person buys products or services after the fifth call received. Being able to identify interested buyers and forward their data to close the deal, means achieving sales with fewer contacts.

In other words, CRM increases the amount of closed business by reducing the work required to obtain it. Added to this, its use implies an increase in cross-selling. These are the ones that occur when an operator gets customers to buy complementary or higher-priced products or services, increasing profits for the company.

Of course, each manager has different characteristics and it is therefore necessary to carry out a study of the available options. Choosing the system that adapts to the particular needs of the company is a priority for any entrepreneur. Just as companies operate or are structured differently, not all managers are equally suited to each company or business activity.

Getting to know Neotel’s CRM

Neotel’s CRM has some of the most comprehensive and innovative features on the market. A basic feature of these systems is the document manager. This allows the operator to access the information stored for each client.

Likewise, the program has the ability to note changes or send documentation by various means to other departments. In fact, the CRM allows sending both e-mails and text messages from the user’s window. Basically, this type of program facilitates the exchange of information to avoid delays.

Another feature that Neotel’s CRM has is the ability to schedule WorkFlow. Basically, this involves creating events with guidelines and information that allow all company departments to be connected. This involves, for example, creating alarms for the telemarketing department to call three customers who have contacted the company.

In essence, this customer relationship manager goes far beyond traditional databases. CRM is designed to link the work of the different sectors of a company. In fact, this application is ideal for companies with medium-sized or large workforces. This is just a taste of Neotel’s CRM functionalities.

What is Neotel CRM like?

After understanding what a CRM is and what it works for, it is essential to analyze the characteristics of each market proposal. Neotel’s application is functional, easy to use and has a user-friendly interface. From a simple to understand structure it is possible to perform multiple tasks that will improve the productivity of the company.

Neotel CRM comes with an integrated virtual pbx. This means that the companies contracting the service have the call center software fully compatible with this manager. In this way, operators will not have to open several different softwares to perform their management. In addition to this, the application is customizable and includes very useful functions for marketing.

The entire system is hosted in the cloud and works with an Internet connection. The costs of the service are competitive and can be adapted to the needs and budget of the contractor. Entrepreneurs can access a certain number of modules, channels and services depending on what they need for their company.

CRM is a necessary tool for growing companies. It goes beyond the database and aims to increase productivity and revenue by improving internal processes. For sure, it is a necessary investment that will pay good dividends in the medium term.

Robot call allows companies to carry out mass advertising

Today’s marketing strategies are based on the knowledge of customers and potential users. And although social networks allow business communication, it is not as complete or the only means to explore. In contrast, some of the call center software applications allow companies to communicate directly and with due formality. This is precisely the case of the robot call.

This module may not seem very familiar when you hear its name. However, all of us as service users have heard it at some time or another. This is because many service companies usually implement it on a massive scale to communicate with customers.

What is Robot call?

Occasionally, companies make calls to their customers’ local or cell phones. When they answer, instead of listening to a human operator in real time, they listen to a robotic operator or rather to a recorded voice-over. This is precisely the job of the robot call.

The robot call is an automated call dispatcher that broadcasts pre-recorded messages. It can also be called «robot call» for its Spanish translation or robotic call. This name is due to the fact that the voice heard by the receiver of the message resembles that of a machine.

In reality, the robot call is a fully automated tool, although it does not incorporate complex artificial intelligence programming. It is also a telephone dialer due to the way it operates when launching calls. To a certain extent, it works in a similar way to predictive or progressive dialers, only that it does not implement complicated algorithms as these are not necessary for its correct performance.

How does the robot call work?

The call robot is usually a complementary module to the call center software. As with any telephone dialer nowadays, this implement works with lists of contacts. In principle, simultaneous dialing of calls to each of the contacts in the list is programmed.

In the middle of the process, the message to be transmitted is recorded or transcribed by means of the locution. This process is usually very simple and automatic, especially in the most updated and innovative modules such as Neotel’s dialers. The system automatically and simultaneously launches calls to each contact in the list.

Subsequently, the system launches calls simultaneously going through all the numbers in the list. After this, different customers located in different areas receive the robotic call and when they answer, they hear the paged message that has been programmed by the company. Of course, some numbers will be suspended and other calls will not go through, but the system will contact a large number of customers.

What kind of information is given through the robot call?

Companies can convey any information to their customers, beyond the product they offer. In general, the message of the call can have a limit of duration or rather, of spoken words. In any case, the robot call tends to be used for relatively short voiceovers. People also tend not to stay on the phone for long when they receive calls of this type.

The shorter, more precise and direct the message is, the better. For example, one of the most common uses of this telephone dialer is to communicate billing amounts. This happens a lot with telephone companies, which launch calls with precise information about each customer’s debt and the cut-off date. The locution is usually complemented by indicating payment channels or the company’s slogan.

However, the robot call can be used to send messages of any nature. Some companies use it, for example, to apologize in case of a generalized failure of the service offered. This happens a lot with telephone companies, cable TV systems or banks.

The only limit posed by this module, besides perhaps the length of the speech, is the creativity of the person in charge of designing it. The robot call can be used to promote a product or service, make a reminder, send a loyalty message to customers and even link with interesting resources such as telephone surveys through the IVR.

Robot calls can generate interaction

Robot call voice messages are usually implemented to communicate something to large groups of customers. However, what many companies are unaware of is that this automated module can also be implemented to collect customer feedback.

This is very interesting and is tantamount to turning a dissemination tool into an interaction tool. Implementing the robot call in this way, allows to know better the consumers and in turn to create campaigns, offers and products more and more successful. This type of module can be exploited in many ways, if used creatively and strategically.

In fact, some robot call modules have different modalities designed to perform different tasks. Therefore, it is essential to study the options available on the market and always look for the most complete and innovative ones.

Robot Call Modalities

Neotel’s robot call has up to three modalities or types of messages. The first is the basic one, which simply consists of the possibility of issuing calls with voicemail messages. This is ideal for transmitting concise and short information to customers, without waiting for further feedback. However, there are other functionalities aimed at more complex business strategies.

The second type of message offered by Neotel is that of voice messages in combination with a telephone survey. Basically, the paged message is sent and combined with a telephone survey that customers can answer using the keypad. The query can be about some data or preference that the company needs to know from its clientele.

Finally, there is the option of launching paged messages and then taking customers to a menu of options. From the menu, people can be invited to fill out a survey or talk to an operator. This is ideal for motivating users to change a plan, or for data or service upgrades.

Of course, each robot call software has different functionalities. For example, these are the three options that Neotel’s digital PBX allows, which is quite new and updated. It is important to note that not all companies and programs use the same system.

How to choose the right Robot Call module?

Understanding that not all Robot Call software and modules are the same, it is necessary to verify the options offered by the market. For example, it is vital that this and the rest of the contracted telephone dialers can be easily managed from a friendly interface. To tell the truth, some systems and software can be very confusing and this always harms the company that hires the service.

It is also essential that the robot call has up-to-date features and complementary modalities. The best modules of its kind can be combined with other telephone management systems such as IVR, or telephone surveys. This is what will allow the company to take full advantage of each technological tool, improve productivity and differentiate itself from the competition.

However, the choice of a good call robot and other automated modules depends on the choice of an innovative call center software, updated, with multifunctional features and allowing full integration with other tools. Therefore, choosing a company that offers this service is a matter that requires a thorough analysis.

Neotel offers a state-of-the-art Robot Call

Both Neotel’s virtual switchboard and its modules guarantee an optimal, simple and high performance operation. The cost of the virtual switchboard service and other complements is one of the most competitive in the market. Robot call contracting can start with a basic price of 25€ for ten channels. Of course, there are other more comprehensive plans for larger companies with bigger budgets.

The best thing about Neotel’s plans is that they adapt to the economic reality of each company. The basic plans are very inexpensive and are designed for small and growing businesses. Each service or add-on is broken down and the entrepreneur simply chooses what they need to manage their business communications.

Neotel customers can also count on progressive and predictive dialer, IVR system, telephone surveys and a wide range of tools. Our call center software is customizable and allows the integration of third-party applications.

Everything is done without installation, additional costs or expensive equipment. Neotel’s virtual PBX works with Internet connection and any available digital device. The team of experts is always available to answer any questions from service contractors. Undoubtedly, an investment to grow the business from the attention and also commercially.

Utilities and functions of monitoring in the enterprise

Telemarketing surveys: What inquiries should companies make?

Click to call me back: improving your website

What is IVR and what are its functions?

Why is Video Calling in the cloud the future of business?

Mobile PBX: the call center on your smartphone

Virtual PBX lowers costs for companies

CRM: Control customer data and increase sales

Robot call allows companies to carry out mass advertising

NEOTEL

Software Call Center

Centralita Virtual

Soluciones Neotel

SERVICIOS Y PRODUCTOS