June 2021

Virtual fax: Integrating past technology with today’s technology

Companies achieve greater validity and business opportunities while opening more space for communication. Regardless of the type of business or service offered, the important thing is to be able to connect with customers and other stakeholders in every possible way. In this sense, the virtual fax is an excellent tool to integrate the technology of the past with the present.

There are many companies and individuals who have not yet fully upgraded their technology. Beyond this, the main objective of companies is to obtain as many business opportunities as possible. With this in mind, it is essential to be able to use all possible communication channels and methods to facilitate communication. Now, do you know what a virtual fax is?

What is a fax?

The fax machine is a technological device that was very popular in the 1980s and 1990s. In fact, its impact was very pronounced in the business and commercial world of that time. Stores, companies, consulting firms, institutions and other entities turned it into an almost indispensable resource due to the ease with which they could send and receive documents and commercial communications.

The fax is a device that allows messages to be sent by telephone transmission. The materials are scanned printed and then sent through telephone numbers assigned for faxes. Its operation consists of converting the scanned material into a bitmap, being transmitted by electrical signals from the traditional telephone system.

This equipment incorporates three devices in one to perform its functions: a scanner, a printer and a modem. To this day many offices maintain a fax machine for sending and receiving printed material. In some cases this is due to a lack of technological updating and in others, as an emergency mechanism to maintain communication in case of communication failures.

If at any time the Internet connection has problems, companies can maintain the flow of information from this device. That is why many companies keep their old fax machines or even still use them. Understanding this, the concept of virtual fax is born, which implies an important update of this type of technology.

Virtual fax: A necessary upgrade

Virtual fax is a service that allows companies to adapt current media to the traditional fax communication format. Its main function is to enable faxes to be sent and received by e-mail. In reality, the concept implies that messages can be transmitted between a device with an Internet connection and this traditional device.

The functions of the virtual fax are basically two: send information to a fax machine or receive it by e-mail. There is also the possibility of sending them from a web page or from an Office file. This ensures significant adaptability in establishing communications with other companies.

The virtual fax makes it possible to reconcile the technology of twenty years ago with today’s Internet communication resources. In this way, companies open up another possibility for the exchange of important information. In turn, this creates greater business opportunities because interaction is simplified.

Many companies still use faxes

According to an IDC survey, at least 82% of employees in 200 companies still send faxes. Many firms maintained the habit of signing and sending legal documents during the 1980s and 1990s. This is why the custom of using this device is still ingrained in the business world.

In Spain, the use of the fax seems to be very residual. However, many legal formalities must be carried out by means of burofax as stipulated by law. This type of communication is very positive for sending sensitive information securely and urgently.

In countries such as Japan, Germany and the United States, the use of faxes is much more widespread. This implies that many companies globally will need to resort to virtual fax when conducting transnational exchanges and agreements.

Three activities where fax is still used

Companies working in the healthcare field are used to receiving and sending faxes online. In clinics, doctors’ offices and medical equipment suppliers, this device is still frequently used. One of its major applications in hospitals is the secure transmission of patient records using this method. This is necessary, as it is also a matter of not depending on the Internet, which can always fail.

In Spain, public institutions of all kinds are considering sending documents via fax. This is something that is done less regularly as time goes by. However, the security provided by this type of delivery is still a plus. Law firms and judicial institutions have not completely given up on this technology either.

Many small businesses also use fax to send contracts, invoices and orders. In this case, the advantage is often also economic, because this is a cost-effective method. On the other hand, many merchants are used to this technology and prefer to stay with it.

Virtual fax brings businesses closer together

All of the above indicates that almost every company should have a virtual fax service available. Having this tool especially facilitates business-to-business communications. In fact, many suppliers and companies still send documents by fax.

Let’s imagine that an entrepreneur needs to buy goods and finds a supplier with good discounts. The only problem is that the supplier does not work via e-mail and only uses faxes in their negotiations. It is precisely the virtual fax that allows companies to adapt to this type of situation to their advantage.

It is likely that individuals who are potential customers do not use this type of device. However, firms that offer services to other companies may want to have the ability to send and receive faxes. It is in these scenarios that the virtual fax takes on another dimension.

The virtual fax should be understood as a tool that facilitates peer-to-peer negotiations. In fact, this function will simplify the paperwork involved in business purchases. The commercial dynamics of any business is facilitated regardless of whether it is a store, a store, a service company or any other modality.

How does virtual fax work?

Virtual fax is a service that works in a very similar way to the IP PBX. It is not a complex program that requires installation or configuration. Rather, it is a tool provided by a telephone management company such as Neotel.

Companies simply request the virtual fax service and pay a monthly fee to use it. For this, you are assigned a special phone number through which you can receive faxes even to your email. This is essential for a person using this device to be able to send faxes.

If you want to send documents to a fax, you must attach the PDF file. To complete the sending, you only have to put the recipient’s e-mail address in the recipient’s e-mail address and your fax number in the subject line. In fact, doing this is as simple as sending an email.

With this module, you can send an efax from any device with an Internet connection, including smartphones, tablets and other similar devices. In this way, current devices can be integrated with the still used fax, further simplifying communication and sending documentation.

What is Neotel’s virtual fax like?

Neotel’s virtual fax service requires no complicated installations or cumbersome processes. The customer pays only eight euros per month and has immediate access to the service. In this case, a 12-month permanence is established, having one of the most competitive rates in the market. From then on, companies will only need to use e-mail to receive or send faxes online.

Companies and entrepreneurs who contract our virtual PBX can count on this resource instantly. If you are still wondering how a virtual pbx works, it is basically a management system for business telephone communication. It offers functions to provide better service and useful tools to improve telemarketing.

The best thing about this alternative is the security it offers to those who incorporate it into some of their daily tasks. The company can select a national fax number. Or, it can choose an international number if the type of activity it carries out requires it. Neotel offers numbers with prefixes for more than 200 countries around the world.

Virtual fax is just another of the innovative modules offered by our telemarketing software. In this technological solution you will find multiple solutions for business communication, including useful functions to amplify advertising and increase sales. At Neotel we have the best prices for all types of business ventures.

Dynamic and selective signage: contact the customer more easily

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The virtual PBX cloud has complementary modules that facilitate business work. Some companies have them available in their software and are simply unaware of their usefulness. This is the case of dynamic and selective signaling, additions that improve the company’s reach when communicating with its customers.

Today’s call center software goes beyond connecting several terminals to provide customer service. In fact, today’s programs are built to communicate and sell more. They implement automated solutions that have been designed to meet objectives. This, surpassing even human capabilities and behaviors.

What is the signaling module?

Signaling is an automated module that allows a company’s outbound call numbers to be modified. In this way, companies can use prefixes or an integer number that is reliable for their customers.

It is also feasible to choose telephone numbers that are not recognizable by users. Everything will depend on the objective set by the outgoing calls department when making commercial calls. In this sense, this is one of the most strategic modules available to entrepreneurs.

In the past, the signaling module was a feature of specialized telemarketing software. Today, they are part of a complement to the virtual PBX. This is because these programs are highly complementary, taking care of functions inherent to both customer care and business marketing.

Signaling is a module that can be used in two ways, depending on the needs of the business owner. This is because, as mentioned above, it is a very strategic complement. Both modalities would be dynamic and selective.

Selective signaling

Selective signaling makes it possible to select the number to be used to launch calls. In this case, the selection is directed by the operator who chooses the prefix or the numbering he needs according to the type of campaign.

The purpose of selective signaling is to choose a single number to call all the numbers in a list. In this way, the operator can enter the complete number he wants the customer to recognize on the screen.

This is useful to inspire confidence in customers when verifying the call. All calls that involve evoking security from a familiar number can be made using this option.

Dynamic signaling

If selective signaling is chosen by humans, dynamic signaling is much more automated. In this case, the same system can throw up random numbers to contact different customers and keep changing.

Dynamic signaling is ideal for campaigns that require using the prefix of a specific city or region. If, for example, the company is located in Madrid and you want to call customers in Bilbao, the operator can use the prefix of the second location. This is precisely what this mode allows.

With dynamic signaling, several numbers can be selected, but with the same configured prefix. Or it could be with another numbering in case you want to use a totally different number from the usual one. It all depends on what you need to evoke in the customer when he sees the caller on the Smartphone.

Signaling: a strategic module

Few modules are as strategic as signaling in either of its two modalities. The main objective of this technological tool is to get customers to take business calls. This can be very difficult at times and that is why this type of function has been created.

The signaling is based on knowledge of customer psychology. As consumers, we all obey certain internalized biases and behavioral patterns. Precisely, this complementary application seeks to break those behaviors that are so automatic in individuals. In this way, the operator has a window of opportunity to communicate and close sales.

Depending on the message to be communicated, a different type of strategy and telephone number will be used. This is so, because some patterns that customers have when answering phone calls are known. The best thing about signage is that it can be used in different situations and campaigns to effectively reach users.

In what situations can signage be used?

Signage is useful in almost every type of outbound department scenario. However, some have been identified as probably the most recurrent. Perhaps the most repetitive case is when the company uses prefixes known to the user to gain their trust. However, there are other situations.

Dynamic and selective signaling tends to be widely used in collection departments. This is a type of call that is often refused by users. Generally, people remember or even save numbers they do not want to answer to avoid entering into conversation. In this case, the most useful application of the module is to generate numbers that are unknown to the customer.

It is also feasible to use the same number when approaching certain lists of users. This is positive when the calls have to do with matters related to data or security of the person. This happens a lot in banks, being much better to use a prefix and number recognizable by the customer.

A tool for the security of the entrepreneur

The use of signaling to ensure the trust and security of the clientele was mentioned above. However, this automated module can also be used to safeguard the security of entrepreneurs and salespeople.

If an entrepreneur wants to call his customers, he can use dynamic and selective signaling to change numbers. In fact, number changes can occur whenever the entrepreneur wishes. This is ideal because it makes it possible to manage business relationships without disclosing the personal number.

Today, many companies even use international lines when communicating with their customers. With signaling, this type of operation can be done without leaving a trace of a single number. The latter is much more effective and can be done without resorting to international numbers. In this sense, the entrepreneur feels more secure and the customer has more confidence in the numbering that appears on the screen.

Signage can become an effective mechanism to avoid scams, robberies and other situations that endanger the integrity of entrepreneurs.

Dynamic and selective signage is ideal for telemarketing

One of the problems of telemarketing departments is that their numbers soon become recognizable to users. Many people tend to memorize the phone and identify these types of calls as annoying. In fact, these contacts are often perceived as annoying simply because they are made from the same number every time.

With dynamic and selective signaling, the numbers can be modified. The goal is to overcome customers’ own biases to offer something that might suddenly appeal to them. This method works very well with service companies, for offering deals and new plans or rates. This module offers the opportunity to break down customers’ cognitive barriers.

That is why this tool is often very useful in telemarketing departments. Statistics show that most sales are closed after the fifth call. But if telephone agents call with the same number, the customer may feel pressured, reducing the possibility of purchase. Signage is ideal to try to break this dynamic and surprise the customer.

Neotel’s signaling module

Neotel offers an easy-to-use dynamic and selective signaling module. As part of the virtual PBX cloud, the interface of this add-on is very easy to configure. The system works with call lists, campaigns and everything is programmed in a few steps. All it needs to operate is an Internet connection.

Operators have full control over the use of this module and can change strategy whenever they want. The best thing is that this system can be complemented with other complementary applications such as call dialers. All the tools are easily integrated and everything will depend on the use of the telephone agent.

The use of signaling opens up better sales opportunities and the consolidation of the brand image. In the case of companies that use Neotel’s virtual switchboard, this module is included free of charge, with no additional costs. It is simply part of the software add-ons.

Neotel’s virtual PBX cloud contract provides users with a series of versatile tools for telemarketing. Added to the signaling is the robo call, telephone dialers, telephone surveys and video calling services in the cloud. In fact, this software goes beyond the boundaries of telephone communication to incorporate other technologies and methods.

Inbound call statistics: important for any business

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The virtual PBX call center allows the management of a company’s communications. Part of this management involves knowing how this communication occurs at the telephone level. To achieve this, it is vital to analyze the statistics of incoming calls. In essence, this module is one of the most important parts of this type of software.

Broadly speaking, telephone statistics graph how the whole communication process with the customer occurs. This data is similar to the nowadays famous social network metrics. As with these, knowing how the flow of calls and the management itself allows the company to better organize the service to users.

Inbound call statistics What are they?

In the past, call centers implemented programs to quantify incoming calls made by customers. These tools not only counted each incoming call, but also allowed recording everything that happened with them.

To tell the truth, an important part of the PBX concept is to unify call entry for call control. Today, the process is much more accurate and simplified thanks to the implementation of IP telephony. This advance has made it possible to have much more accurate and detailed statistics. With the virtual PBX everything is stored in the cloud, making the installation of heavy and complex programs unnecessary.

Incoming call statistics are data and graphs that allow to verify everything that happens in the call center. However, it is not necessary to have a customer service department to know if the management is done correctly. This is another advantage of the virtual PBX: it allows you to check the telephone communications of any type of business, even if the calls come in on a Smartphone.

What is the statistics module of the virtual PBX like?

The statistics module is presented as graphs with different values and data. These can be verified according to a timeline, but also by checking the development of the calls. That is, if they are answered, if they are put on hold, or if they become losses.

It is also possible to check how the call history of a specific agent occurs. In this way, you have an idea of how a telephone agent, or the manager of an online store, works. Therefore, telephone statistics are a tool to know if the work is being done effectively.

Some concepts are created around the statistics of incoming calls for the evaluation of customer service. Being able to know them is vital to better guide the service. The objective of the analysis is to ensure better availability to customers and, of course, greater opportunities to close deals.

Missed, answered and hung up calls

Missed calls are all those that entered the switchboard but for some reason were not answered. It may be that the agent was doing something else, or did not answer the phone. The statistics module allows you to see this data for each operator and at the global level of the department.

Answered calls are all those that could have been received by the telephone agents. These are synonymous with management and are also measurable by another factor: call time. In fact, there are other metrics related to effective conversations.

There are also the calls that do not even enter the virtual PBX, which we could call “hang-ups”. This is what happens when a person is about to talk to the operator and suddenly hangs up for some reason. These are of little value in the analysis, unless they indicate that the communication is faulty.

Average attendance time

Average attendance time is one of the most important metrics for any call center. It is the average duration of all calls handled by an operator. This data is central because it allows to evaluate the effectiveness and speed of each agent when it comes to providing customer service.

Experienced call centers know the handling times according to the customer’s problem. For example, a bank’s call center knows how long it takes for an agent to unblock a debit card.

The average support time adds up all the calls of an operator and generates an average. Coordinators can then compare this data with the acceptable handling times determined by the company. This is how to evaluate whether an operator is fast or very slow in attending. In companies, response time is related to operator productivity.

Availability and calls in queue

The inbound call statistics module allows to know in real time how many calls are in queue and the number of available agents. This is essential for a call center strategy. In fact, verifying this data allows to improve the management of the department.

A supervisor can see this in real time thanks precisely to the virtual call center PBX. But statistics could for example provide an average on these metrics. In any case, graphs will always give an idea of availability and queued calls, allowing patterns to be established.

In plain words, companies can know at what times customers call more or less. Of course, this allows to organize the work better in order to offer a higher availability. This is collective data about the department that is very useful for establishing strategies.

Evaluating individual and collective management

All the above metrics are part of the inbound call statistics. This module generates reports at the individual level and data on the collective management of a customer service department. From there, it is possible to know everything that actually happens with telephone interactions.

This module is nothing more than a complete inbound call log. The data is presented by the program with graphs, averages and resources that allow you to draw conclusions about what is happening. In fact, statistics go beyond numbers to become a didactic and explanatory element.

The data allow to accommodate the management of each agent and also at the group level. Verifying patterns by hours and days is very useful for creating strategies. Undoubtedly, there is a lot of information and conclusions that can be drawn by studying these numbers.

Usefulness of inbound call statistics

As stated above, virtual PBX call center statistics allow you to improve productivity. To this end, both the individual data of the call takers and the department as a whole can be analyzed. It is important to understand that this module also applies to telemarketing offices and outbound calls.

From this data, call duration and quality standards can be set. This is indispensable for new companies and call center departments. Those who know little about telephone management will be able to draw advanced conclusions from inbound call statistics.

At the same time, the statistics can be used to generate strategies to improve service capacity. For example, a greater number of operators could be available on the line during peak call times. It is also possible to determine the number of agents that each department should have. This is an important resource for new and experienced contact centers.

The PBX and its statistics module is not only for call centers.

Many entrepreneurs believe that the virtual PBX is a program exclusively for call centers. To tell the truth, this software is useful for any business if it is understood that any sale is a communicational process. A digital store, a store with delivery, in all of them interaction can and must be managed.

Thanks to the statistics of incoming calls, the owner of an online store can check if his manager is doing the job properly. It can be two people or even one and this module will yield very interesting data. Using a Smartphone or WhatsApp alone does not allow to know how communication happens.

It is not the same to assume which are the hours of greatest sales or calls, than to see it graphed. Having an individual virtual switchboard service is very cheap nowadays and allows the entrepreneur to know many things about his own business. In short, this call center software is also useful for all types of business initiatives, regardless of their type or size.

Neotel offers practical and comprehensive statistics

Neotel’s statistics module is didactic, practical and easy to understand. The idea of this system is to provide both the operators and the call center supervisor with relevant data to improve customer service. Everything is broken down and graphed in a user-friendly interface.

All calls are verified and logged while the status of the waiting queue is checked. The information can be viewed in real time and also in logs. The statistics module in conjunction with the monitoring tasks, allows to increase the quality of the telephone communication. The result will be happy customers, more sales options and a better corporate image.

Utilities and functions of monitoring in the enterprise

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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?

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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

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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.

Today’s PBX is designed to promote telemarketing and generate business opportunities. In fact, its concept involves going beyond typical telesales calls. To this end, it provides entrepreneurs with modules that enable them to achieve greater reach. This is the case, for example, with modules such as the robot call or the sending of bulk SMS to customers. Likewise, click to call also fosters better opportunities to generate profits.

The click to call me back button generates telesales calls that are requested by the customer, more sales and better customer appreciation. In turn, this module is also likely to better position the website in relation to competitors. This is a direct consequence of the availability and instantaneousness that the installation of this add-on implies.

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?

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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?

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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

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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?

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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.

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NEOTEL

CALL CENTER TOOLS

VIRTUAL PBX

Neotel Solutions

SERVICES & PRODUCTS

Archive for month: June, 2021

NEOTEL

CALL CENTER TOOLS

VIRTUAL PBX

Neotel Solutions

SERVICES & PRODUCTS