What is VoIP (Voice over IP) and how does it work?

When hiring a supplier of switchboards, the ideal for the customer is to test the operation of this before having to pay anything. At Neotel, all our customers receive a test of our PBX via VoIP for 1 month. What are you waiting for to contact Neotel?

How VoIP telephony works

The main advantage of VoIP telephony is that with this it is no longer necessary for workers to be physically located in the same place. With VoIP telephony our employees can carry out their work from anywhere in the world, just as if they were in the same physical space.

centralita voip

On the other hand, thanks to the possibility of obtaining a geographical number, with VoIP telephony the worker can be found in any country in the world and when he makes a call, a telephone with a prefix of the same country will appear on the recipient’s screen. him, giving with this an image of closeness.

In addition, we must emphasize that this type of Telephony services are always cheaper for companies than using traditional and old telephony.

Benefits of VoIP calls

To be able to make calls with Voice over IP all we need is an Internet connection.

The main difference with traditional telephony is that, with the Voice of IP, communications are transmitted over the Internet, and not through telephone cables.

With this article we hope that the differences and advantages of Voice over IP with respect to traditional telephony have become clearer. More and more companies are migrating their old and expensive Telephony systems with Neotel. If you need to resolve any doubts about the rates of contracting Voz IP with Neotel, call us now and we will be happy to assist you.


Neotel promotes its program for VoIP / IP Telephony partners (distributors)

Those interested in receiving very attractive commissions reselling IP Telephony and VoIP services, now have it easier than ever, thanks to the Distributors program that Neotel promotes.

The products of the company Neotel help companies around the world with their communications systems.

The good news here for the clients that hire this type of services with Neotel is that in no case there is permanence in the hiring so the companies are free to leave whenever they wish.

Neotel has been working in the Telephony sector since 2001.

telefonía ip

Now with this new functionality of Neotel it is easy to generate revenue using all the infrastructure and platform that the company puts at the disposal of its Distributors. IP Telephony has been implanted in our lives in a very progressive way, and it does not seem that it will leave in the short term.

Become an Official Neotel Distributor

The VoIP technology has been established in companies that deal with Customer Service in a massive way, as an essential tool.

This technology, being virtual, implies a series of advantages, with savings being the main one for companies.

Note the great popularity of Neotel.


The quality of the service oriented to the client. Experience of a call center

In most cases, the first contacts that take place between companies and customers are made through the virtual switchboard of an external call center. In addition to its integration – in the case of sales orientation – with a technological CRM program; The staff and software of a call center, has to be oriented to a satisfactory attention to the final client.

As a result, this type of industry has developed a working methodology absolutely focused on offering the highest quality.

Customer service: a main source of losses or profits of the company.

Service guidelines or how they serve their customers.

It is useless for your virtual switchboard to pass thousands of calls or for the data to be coldly entered into a CRM program or any other call center software. There are 4 aspects in which a call center must pay maximum attention to satisfy a total commitment to quality.

In the first place, it is obvious that they have to know the profile, what the client needs and their needs. Only then will they be able to evaluate the correct answer to the need. Orienting any type of company to the satisfaction of the client is the first step towards success. Without this magic wand, no company can achieve success.

Although as a consumer you can have your own opinion about it, there is no doubt that another of the traditional activities of a call center, conducting satisfaction surveys, are a great source of information. They give rise to high-value information and not only for the detection of dissatisfied customers, but also to know what is done well and can be applied successfully in the future.

The permanent supervision of processes, on the other hand, is important to continuously verify that it operates according to the established service protocols. A random supervision of the cases attended, such as that used in call centers, can be an ideal complement to check the quality of the service offered by the corresponding service in other industries.

The last aspect, especially taken into account by the call centers, is not to be obvious, it is fulfilled in 100% of the cases: the adequate treatment of the client. Being nice, offering a personalized and educated attention is an aspect neglected by many that should be the norm of each house.


The impact of the first call on customer satisfaction

It is possible that when talking with a customer service center, we ask ourselves what is the way that companies have to evaluate the attention and work of the operators. It seems logical that after investing in sophisticated CRM, call center software or a virtual switchboard, it is necessary that a company dedicated to massive call traffic, consider some indicators when evaluating their work and that of employees. So. How do they do that?

The resolution of the first call.

Numerous investigations related to the call center market reveal that no other indicator has a greater impact on customer satisfaction than this so-called “first call resolution” or “FCR.” And it is precisely thanks to these call center software, CRM or to its virtual switchboard, as it is possible to collect enough data for its evaluation.

The resolution of the first call is neither more nor less than the ability to resolve any concern, doubt or any result assimilable to that in the first telephone contact, the final customer has achieved what he was looking for.

The same studies show that each percentage point of success in this first call directly represents a percentage point in the perception of customer satisfaction.

Additional advantages

The increase in satisfaction is not the only benefit of a call center focused on the first call resolution. In addition to this, call centers with a high success rate in this task undoubtedly achieve much lower operating costs. Since not solve initially will generate a certain number of repetitions of calls, companies will be doubling or tripling the number of operators, use of their virtual switchboard and VoIP costs or they will be losing additional customer service opportunities.

But this successful first call will also have benefits for the company’s own workers. We all know how annoying it can be to work with a dissatisfied client. By avoiding frequent calls from frustrated clients due to the initial non-resolution of their need, job satisfaction rates increase significantly, resulting in an exponential success of agents, supervisors and the entire operation.

How satisfaction is valued: adopting the right approach.

Although we have already seen that it should be taken into account to consider a call resolved, it should be noted that not all companies adopt a similar approach. Some of them program their CRMs or establish their indicators considering that the simple need of transferring that first call or subsequent follow-up work can be considered a success.

However, although it may seem like a solid approach to measuring quality, it may be incomplete by not taking into account something essential: the customer’s own satisfaction.

Post-call surveys, by phone call or email should be the icing on the cake in these situations. At the end of the day, in these technological times, it is still applicable that the customer always -or almost- is right.


Multichannel communication – what does it mean?

One of the major changes that has led to the expansion of the Internet, recently assisted by the boom in mobile telephony, is the expansion of multichannel communications. This technology has been a revolution in communication with the customer and the mass call centers, achieving a fundamental change in their structures. So the call center software, the modern CRM programs or the virtual switchboard with which many of these centers operate, have had to adapt to these demands.

Many companies were realizing that they could not rely solely on voice communications to interact with customers. They needed to do it, how and when the client chose.

The multichannel. Just a fad?

Although many might think so, from the moment that this “fashion” began in the early 2000s with the emergence of mass videos and chat, it has proven to be a very long-term trend and a revolution in the conception of marketing and customer relations.

The traditional call centers have had to evolve forced by this situation. Currently a CRM, the call center software or the virtual switchboard must be able to serve customers, not only by voice. The electronic mail, the SMS, chats, social networks or interaction with web pages have become part of an industry traditionally focused on telephone communications.

The movement towards the multichannel is not only an indicator that clients need to be cared for at an individualized level. They also expect quick action. Thirty years ago, companies had at least one day to respond and customers felt that their expectations were being met, however, today these same clients are barely willing to wait a few seconds for their questions to be answered and for any means by which they decide to interact.

Thus, for many marketing experts, the multichannel movement is a new phase in the world of Internet Marketing. In the first place, we started by creating websites in a customer’s conscience, secondly, by allowing “self-service” in stores and Internet sales. the third evolution, it was assumed by mobile devices and smartphones. In this fourth phase, which is still underway, customers are allowed to communicate in the way they prefer from their mobile device, or computer through web, social network, or run with companies. This requires a real-time interaction that must be met by the companies.

Thus, it is no longer necessary just a large call center equipped with a virtual switchboard or a CRM. All this call center software and the philosophy of it, must be capable of evolving towards the new demands of customers and companies.

Any industry that continues to think that it can relate to its customers in a conventional way, should think twice before downplaying the multichannel movement. The market evolves and who does not do it with it will be condemned to its extinction. It will not be because of lack of precedents.


The five key technologies in customer service

Long before the invention of the virtual switchboard, the Internet, the CRM or the modern call center software, there were other technologies that made the massive call service market reach its current status.

Some of them are in retreat, while others, invented 60 years ago are still topical. Let’s know them.

The tone dialing

Many still remember dial telephones, those in which a wheel had to be rotated to make them operate, however the technology that allows the operation of a virtual switchboard – tone dialing – was introduced in 1963 by Bell. A year later the Western Electric 1500 was the first phone on the market, which allowed to dial by buttons. Of course, they did not include the symbol of the pillow or star.

The toll-free numbers


In Spain known as 900 lines, without which more than one virtual switchboard would be without work, were invented in 1967 by a scientist from the company AT & T as an excellent formula to market the products. The airlines and American florists of the 1980s came to add more than 3 billion free calls annually. Soon this hit became international.

Private exchange exchanges

Nowadays, the PBX-type virtual switchboard, the private exchange exchanges -the PBXs “were one of the first computerized evolutions of the conventional switchboard. Essentially they were mini-switches that allowed to route calls to the companies in two ways: manual, which still required an operator for the exchange or automated, which already allowed the switchboard to route the call by itself without having to request the operator the connection with an extension. This latest technology became one of the secret sauces of the first call centers.

Interactive voice responses (IVR)

Perhaps, the most essential technology in the software and the operation of the modern call center, were used for the first time in the banking machines of 1970 to verify the balances of the clients. Soon they became really popular as a means to route customer service calls. Nowadays, they are able to recognize what a customer says on the phone and act according to their request. If you have ever talked to a speaker who asked you what you wanted to do when calling a customer service center, it was an IVR working in conjunction with the virtual switchboard.

Short Message Services (SMS)

Invented in 1992 to operate with the first mobile phones based on GSM technologies, they had to spend more than two decades compared to the previous technologies listed for their introduction. However, its appearance meant a before and after in mass call and communication systems, allowing very fast transmission of information and facilitating public attention. They also produced a fundamental change in the philosophy of customer service, from being reactive -the company communicated with the client at the request of the same- to predictive -the company requests an action from the customer-. This small big change may have gone unnoticed by many, and you may think it is not very important. The marketing experts and the business figures associated with this change between reaction and prediction say the opposite: it has exponentially increased the turnover of the companies that use this technology.


New line of WhatsApp Business for Customer Service

Neotel puts at the disposal of all its customers our new line of WhatsApp Business (+34 635507364) to help with any query.

This new line of communication, together with the LiveChat of our Web (, our email and tlfs. (Spain: +34 952 64 10 34 | 902 088 500 | United States: 001 888 2357446 | France: +33 179 973 863), help to complete the constant communication with all of you.

Neotel, control for your business


The Neotel virtual switchboard

At present, there are already many companies that work with our switchboard. They are aware not only of the money they save, but also of all the other benefits that the PBX provides for their day to day.

Thanks to IP Telephony, it is no longer necessary to be a large corporate macro to use Neotel’s virtual switchboard. SMEs also enter the group of companies that are highly recommended to migrate their Telephony system with Neotel. Our switchboard is affordable for businesses of all sizes.

Many users do not know what a virtual switchboard is, although they have probably used one before. If you have ever called a company, and you have heard a phrase where you are asked to check the correct option, depending on which department you need to talk to, that is a virtual switchboard that that company uses.