incoming call statistics

Inbound call statistics tell a lot to the company

In all call center rooms, the importance of inbound call statistics is confirmed. These are usually central to each operator. However, reading them at a general level can show how the company manages customer service. Their analysis can even take the company’s image to another level.

The statistical modules of the call center software tell a lot about the company. For sure, the amount of extractable variables and data is quite wide. Some statistics are more important than others, but all of them together allow estimating the productivity of a contact center.

What can be known from inbound call statistics?


importance of incoming call statistics

Everything that happens during, after and even before the call is in this data. Some of the most important are free time between contacts, call duration and daily, weekly and monthly flow. This is the most basic, but when you drill down into the numbers you can see a lot more.

For example, with an analysis of daily inbound contacts you can learn some customer habits. This is how call centers in large companies can forecast how many customers will be contacted on Wednesdays and compare with Fridays. It is also feasible to understand what are the times when they receive more calls.

The call center software should also allow you to break down calls by department. Two fundamental and interrelated data are the abandonment rate and the response time. Improving the latter should lower the former, which is a negative number if it is too high. The fact that many customers abandon calls implies that communication is difficult and this projects a bad image of the company.

Organizing the work of the call center

Many times we think that a call center is just about placing a group of employees and answering calls. To be sure, productivity in this type of department is only achieved through planning and strategy. Coordinators can have a more or less stable organization and create contingencies when necessary. The department has daily patterns, but also situations that can occur suddenly.

It is essential to have a virtual pbx whose statistical module is efficient and easy to read. Some programs present too little data or too much in a way that is difficult to understand. Therefore, it is key that the incoming call statistics are presented in a consistent, friendly and easy-to-approach graphical manner. The interface is often another important aspect when reading data.

Innovative companies like Neotel understand the importance of statistics. This module together with monitoring are the essential elements to improve the quality of service. It should be noted that customer satisfaction can also be measured as an objective variable. Organizing the call center so that the service is effective, fast and covers a large number of customers will be part of the good reputation of a brand.


The importance of monitoring in start-ups

Large call centers rely on procedure manuals and defined responses to problems. In contrast, new companies are not very clear about these guidelines due to a lack of experience and inexperience that are typical of any start-up. Fortunately, new entrepreneurs have monitoring as a key tool to define processes.

The success of any call center lies in the ability of its managers to produce standardized responses. These are usually accumulated in customer service manuals and are taught to each new employee. It seems a simple detail, but it is what allows work teams not to collapse in the face of customer demands. Precisely, the monitoring module of the call center software will make it possible to elaborate and find these procedures.

Efficiency is the goal of monitoring

Call center monitoring makes it possible to verify the performance of operators on each call. From this, the authorities of a call center can listen to the calls and even guide the teleoperator in the middle of a difficult situation. Companies with a track record only use this tool to evaluate the management of their employees.


monitoring the call center software

Reaching optimal levels of service and response can take time and effort. However, new ventures can create their own service manuals by evaluating their customers’ calls. In this way, the call center will have a plan to carry out the work according to the real needs of the users. Therefore, monitoring can be key to ensure efficiency in the midst of growth.

The more customers buy products or services, the more difficult it will be to serve them. The right thing to do is to be able to generate good answers, fast, not cumbersome and that allow to serve a greater number of customers. Otherwise, the call center will be overwhelmed by a high number of calls and dissatisfied users. It should be noted that customer service is key to building a company’s image.

How can monitoring be leveraged in the new company?

Based on monitoring and the virtual call recorder, the first customer service procedures can be created. To do this, it is enough to take a sample of calls and verify which are the most common complaints. From here, you can design ways of responding and proceeding to solve the customer’s problem.

You can also analyze the dialogues of the operators to design a pleasant speech. There are academic proposals and essays on the subject, but it is also possible to act on input from customers. In this way, coordinators can create greetings, call closings and other resources to improve the customer experience.

These tips are very useful in service companies that have a customer service department. However, you can also study the development of calls in telemarketing and outbound departments. This is a reminder of how positive it is to have a virtual PBX: all data is hosted in the cloud and easily accessible.

telemarketing surveys

Telemarketing Surveys: The Strategists’ Solution

Today’s entrepreneurs understand the value of business-related metrics. The explosion of social media in the business world has led companies to pay more attention to this type of information. However, network statistics do not cover all the data needed to analyze the impact of products and services. In this sense, telemarketing surveys can be the ideal ally to finalize strategies.

Surveying customers has multiple benefits and it is much easier if it is done through call center software. It is not the same to place two surveyors in a shopping mall than to take advantage of the customer when he/she calls the company. Telemarketing surveys allow to know preferences and perspectives of users quickly and easily.

The telemarketing survey module How does it work?


telemarketing surveys

The telemarketing survey system works in a very similar way to ivr. The customer listens to the survey when calling or being called and simply answers by pressing a number on the keypad. This operation usually takes no more than a minute and that is why it is so effective. The company configures in its module the question to be asked and the answer options.

One of the most common surveys is one that invites the customer to rate the service. An answer from 1 to 9 can be assigned on the keypad, giving the customer a good range of options for rating. However, there are better ways to use this automated module to boost business profits.

The automated telephone survey allows you to ask customers almost anything. You can rate products, self-management systems and even ask what kind of plans or services they prefer. Surveys can also be conducted to learn about customer demographics. This is vital because it allows you to understand the profile of the regular user. Knowing the age, gender or residential area is crucial to boost service in a targeted way.

Telemarketing survey and strategy go hand-in-hand

Telemarketing surveys should be targeted according to business needs and perspectives. They allow the entrepreneur to verify whether the direction he is heading in is the right one. User queries are directly related to the next steps to be taken. This is precisely what makes them useful tools for production and sales.

An excellent strategy is to run contests to motivate the customer not to run away from the surveys. The mere possibility of winning a prize motivates people to act with a certain commitment. That way, the entrepreneur is assured that many of the answers he will get are legitimate and sincere.

The best thing about this module is that there is no need to hire a telephone interviewer. The system is an annex of the virtual pbx  and works with the voice of a recorded operator. Companies like Neotel offer innovation and upgrades in this type of add-on. It is inexpensive to obtain and pays good dividends in use.

click to call me back

Click to call me back brings your business website to life

A statement that is often heard is that the company’s website is vital. Indeed, it becomes the face of the company and allows to convert curious Internet users into customers. Well designed, it often becomes the link between the product and the buyer. Tools such as click to call me back make any site a very dynamic space.

The good news is that today’s websites are very versatile and allow many things.  Plugins are the order of the day, allowing functions that were unthinkable before. The important thing in any case is creativity and knowledge of the plugins that are being launched.

Click to call me back What is it?

Click to call me back is a module that is installed on the website of the company or business. It consists of a button that the user presses and a box where he will leave his number so that an operator will call him back. The best thing about this system is that it is designed so that communication depends directly on the business.


click to call me back

Many product and service websites have aesthetic, understandable and easy-to-navigate pages. However, few companies provide a quick communication channel on their sites for the customer to contact the company. This is something that generates frustration in potential customers who are willing to do business instantly. Precisely, the click to call me back allows the consumer to establish an effective contact.

The “click and we will call you back” button is instantaneous communication and business. Companies that install it on their web pages open up another avenue for generating profits. Of course, this has a certain impact on sales or service contracting. It is known that in the business world it is important to be present and open at all times and this tool allows it.

What is required to install click to call?

Click to call me back is not a pluggin that can be found on any website platform. In this case, it is best to hire the services of a telecommunications company such as Neotel, which specializes in the creation of these systems. The idea is to obtain a functional module, which does not generate contradictions or problems after its installation.

It is also important to manage communication once the module has been correctly installed. To this end, it is important to assign at least one operator who will be exclusively dedicated to attend the flow of telephone numbers that enter through it. This operator will be in charge of making outgoing calls to answer users’ queries.

A good strategy to take advantage of click to call me back is to sell from that outbound call. Therefore, the operator(s) in charge of this service must be experts in telemarketing. By having persuasive salespeople in this contact channel, it is possible to take advantage of the expectation of people interested in products and services.

What is IVR and how does it work?

The new tasks of the ivr in the company

The most innovative companies incorporate customer self-management as part of their operation. For those who are wondering what an ivr is, it is the voice system that is usually heard when calling some call centers. That operator who asks for information such as ID number, or who indicates options to dial is a tool that allows the customer to resolve their concerns and problems.

To define ivr is to talk about progress and innovation, and this tool offers increasingly better applications. Interactive voice response systems are becoming more and more open and allow better functions to be performed. In fact, they have gone from guiding the customer through the contact center menus to a more complete interaction. Everything will depend on how up-to-date the system is, but above all, on how the company knows how to take advantage of it.

What is ivr in telephony? Simplified interaction


ivr virtual pbx

The magic of ivr is that it allows the customer to be served without the need for a single operator. Some requests and inconveniences can be solved from the system itself. That is why this module is associated with self-management, especially in the field of service companies. Banks, insurance brokers and cable TV companies often implement it to make things easier.

Doing a credit card password change is that kind of thing that some ivr’s allow. The result of their implementation is the resolution of a myriad of problems in an automated way. In this way, a company’s operators concentrate on problems that require more personalized attention. It sounds simple, but the truth is that it generates solutions for both companies and their customers.

Now, perhaps the more appropriate question is, what is ivr today? The answer is that it is a very versatile tool that can be used even in telemarketing. This is probably a facet of ivr that is known in very few companies. Interactive voice response systems are automated tools whose scope and function depends on how it is used.

ivr creative work

One of the most profitable tasks that we can perform automatically with ivr is polling. This system can be used to ask questions about products and marketing. It is also possible to know the demographic and age composition of the customers. This is essential to be able to create a business strategy and services tailored to the most interested parties.

There are also systems with outbound ivr with which automated messages can be made. The same robot call offered by companies such as Neotel in its virtual pbx has to do with this type of module. Those companies that have this type of system can automate an endless number of notifications. In this way, operators can concentrate on resolving problems through incoming calls.

Perhaps the most innovative function is to motivate new purchases and even conduct contests with the ivr. For this purpose, this system is combined with the module for sending mass SMS messages. Messages for a new service can be sent and customers can be asked to call a number for activation. Likewise, surveys can be conducted by dialing and offering the user to participate in a contest. Undoubtedly, automation and self-management pay dividends.

videollamada y videoconferencia en la nube

Businesses use video calling and video conferencing in the cloud

The times when face-to-face office meetings were necessary have come to an end. Video calling and video conferencing in the cloud have become common forms of communication. Realities such as the COVID 19 pandemic and the rise of telecommuting have expanded the use of online media. Certainly, the advantages of these systems over telephone or e-mail are hard to ignore.

Face-to-face is still well valued but video calls demonstrate high efficiency in the work environment. Issues such as absence from work and adherence to schedules are no longer a variant that weighs on productivity. Video conferencing makes it possible to bring together entire work teams regardless of the location of their members. Therefore, it is important to orient these communication tools towards the company’s goals.

The rise of video calling and videoconferencing in the cloud


videoconferencing and videocalling in the cloud

Several pollsters and consulting firms report high percentages of use of cloud-based video calling and videoconferencing platforms. At the enterprise level, there are data that support the good reception of WebRTC online media. Productivity, cost, versatility and focus are aspects that are gained from these communication formats.

The perception is that video calls strengthen social relations in the environment and bring dynamism. Employees no longer have to stay in the office outside the limits of their schedules to plan or complete work. Everything can be done at home, from work to meetings. Of course, this also increases the quality of life for individuals.

There is also a notion in many companies that video calls allow them to keep their focus on the essentials. Using this medium seems to generate more focused exposures to work planning and execution. The incorporation of video is an element that allows much more dynamism in presentations. It is an element that has made it possible to overcome the limits of the telephone call.

Other advantages of the use of videoconferencing in the company

A great advantage of video conferencing in the cloud is that it is recorded. This way, employees can go back to the meeting and check any remaining questions. The best part is that everything said is recorded and available for later verification.

The mere fact that the conferences are stored in the cloud is a plus. Participants never have to use up the storage capacity of their own devices. The only problem with the social networks that are becoming popular for offering these services is that they are either expensive or have limits on their use or storage.

For this reason, specialized videoconferencing modules or software should be contracted. Companies that offer virtual switchboard as Neotel also have plans to ensure this type of online media. Those companies that have innovative call center software can also integrate this type of system. This will be an investment that will have a positive impact on productivity.

mobile pbx

Mobile PBX: the ally of independent distributors

It is currently fashionable to work as a freelance distributor and marketer to generate extra income. This trend is part of the collaborative economy and it works for many. However, one of the drawbacks faced by those who venture into the world of “independent sales” is informality. Fortunately, there are resources such as the mobile switchboard that add seriousness to each call.

In the world of sales, the most important thing is the credibility of both the product and the salesperson. Therefore, it is important to plan everything surrounding the sale itself. Independent distribution relies heavily on the seriousness that the potential consumer sees in the transaction. This is precisely what is achieved when the mobile PBX is incorporated.

What can the mobile PBX achieve in a sale?

The mobile virtual pbx is a module that allows to have the call center functionalities inside a Smartphone. That is to say, by using it you can put a call on hold, transfer, retrieve and perform similar functions. This facilitates both the control of the call and the correct maintenance of the conversation.


mobile virtual pbx

Corporate sales departments have all these functionalities through call center software. What the mobile PBX allows is to incorporate these functions to any cell phone. This allows the salesperson to be able to search for information, connect the user with the company and so on. All of this adds up to better communication and more effective and empathetic responsiveness.

But the use of the mobile PBX also generates credibility and reliability for the independent salesperson. The ability to be able to have functions that are typical of contact with companies recreates a professional environment. If, in addition to this, the salesperson adds institutional parlance, such as mentioning the name of the company, communication improves. People tend to trust more when they feel they are communicating with a company employee.

A support for the distributor and the company

Nowadays it is very common to see companies with plans to seek independent distributors. The case of food supplements or cosmetics is well known, but there are also technology companies doing this. For example, Neotel offers commercial facilities for IP telephony distributors. When this type of vendor uses a mobile PBX, it enhances the possibility of closing sales.

Companies could provide the mobile PBX module to their distributors to project their credibility. Selling from informal dialogues is not the same as selling using professional tools and having customers notice it. Potential buyers will quickly know that behind every independent there is a company behind it.

The objective is also to project security and the idea that there is no fraud in the business. This will represent a competitive advantage over other vendors or companies offering similar plans. The result of credibility: commissions for the distributor and business expansion for the company. Undoubtedly, this is a module that evokes the benefits of the virtual PBX in any Smartphone.

premium virtual call recorder

Premium virtual call recorder: guaranteeing the management of your calls.

One of the best things about the call center is that all management can be controlled. The coordinators can have 100% control of everything that the telemarketers do. The fact is that if the appropriate systems and services are in place, companies can have every piece of information that comes in and goes out of the call center. For this, it is essential to have a premium virtual call recorder.

Even companies that do not have a fully constituted call center can control communication with the customer. If the office has secretaries or a small service department, conversations of a commercial nature can be verified. Knowing how employees communicate with the public is a fundamental part of a company’s success.

Why do you need a premium virtual call recorder?

Hiring a virtual PBX service allows, among other things, to record every incoming or outgoing call. The problem with these services is that they usually have a maximum storage space. For example, if a basic plan is contracted, the contracted company may only offer two months of backup.


hiring a virtual premium call recorder

There are companies that have their own servers and in this case your limitation will depend on other things. Depending on the capacity of the installation or even failures, many recorded calls can be lost. The worst thing is that these failures are common and it only takes a problem in the server or a power failure for them to occur.

Companies like Neotel offer a secure and complete premium virtual call recorder service. This basically ensures that absolutely all recorded calls are backed up. Coordinators and managers can go back to any day and verify a call in a timely manner. This seems like a minor thing but in the long run it can simplify many things.

Benefits of being able to have all calls backed up

Those who work in call centers understand how critical it is to have a complete call log. If for example the company offers services and customers report breakdowns or cases, this will be an indispensable resource. By reviewing each call, it is possible to understand the evolution of the case. It is true that there is software available to create records, but many times these are not well detailed by the operators.

Recordings are key for companies that think about their customers. Coordinators can check whether a customer has indeed been mistreated or assaulted. In this way, corrective action can be taken. To tell the truth, having a Premium virtual call recorder has saved more than one company from quite complicated legal problems.

The Premium Virtual Call Recorder will be a demonstration that the company respects consumers. Coordinators and trainers will use the calls to correct the faults of their telemarketers. In reality, the recordings are a means of internal control to ensure that everything is being done correctly.  Of course, if the company works on correcting deficiencies in its customer service, it will be seen to be doing well externally.

WebRTC line: goodbye to telephone companies

Companies spend vast sums of money to large telephone emporiums to ensure communication. Business plans are expensive and quality is not always assured. The truth is that communications have changed and that old scheme is being overcome. The WebRTC line is here to stay and several entrepreneurs are already migrating.

The WebRTC line concept seems to be a complex matter handled only by computer engineers. To tell the truth, all people are unconsciously handling this technology on our Smartphones. For example, when you enter a virtual classroom or videoconference through Apps, you are using this system. Now, every company can have its own communication system based on VoID telephony.

What is WebRTC?

The WebRTC line is a structure that allows the creation of online communication systems from web pages. The applications that allow video calls and videoconferences are currently based on this technology created by Google. This has allowed the creation of innovative softphones for call centers and internal business communication.


webrtc line

This system has allowed the creation of communication tools by companies such as Neotel. The important issue of this technological evolution is that it allows quality communication, more fluid and very cheap. The latter is due to the fact that now calls do not depend on telephone lines and corporations. Today, all video and non-video calls can be supported by a broadband Internet connection.

The WebRTC line can be installed in the virtual PBX. Employees simply open an application where the softphone is located and call anywhere in the world. They can do this from the office, but they can also access the system using their personal devices. More advanced services such as Neotel’s do not require complex installations because everything is managed from the Internet.

Outperforming traditional telephone companies

With the WebRTC line, communication can be guaranteed on the company’s private network through the use of PBX. From this point on, a company’s employees can use the softphone anywhere in the world. What they need in any case is a program profile, a device and an Internet connection.

The best thing is that the new communication companies offer their own plans in minutes and data. This opens up a world of possibilities as each company offers its own call center software, modules and plans at different costs. The entrepreneur only has to look for the proposal that best suits the needs of his company. This is a competitive market with many options for the contractor.

The vital thing is to understand how important it is to adapt the business work to the benefits of the WebRTC line. Later the company can invest in IP telephony devices, but this is not entirely necessary. Having an Internet connection is all that is needed to reduce costs and revolutionize customer service.

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