Incoming call statistics: Learn more about your business with them

A company’s telephone communications are more important than they seem. They hold fundamental keys to the business and customers. For this reason, many companies migrate to IP telephony and buy a virtual PBX. This is a program that allows to control all communication and this happens mainly thanks to the statistics of incoming calls.

The virtual PBX unifies the call flow and makes it analyzable. Where one trader sees a simple count of incoming calls, others see strategies, work organization and greater availability for sales. Of course, it is essential to translate the statistics in favor of the business and turn the information into benefits.

The potential of inbound call statistics

 

incoming call statistics

The inbound call statistics module is a set of data on the behavior of telephone communication in the company. In general, these are focused on incoming calls, although the system allows you to see the behavior of contacts leaving the company, i.e. telemarketing.

In fact, the analysis of the flow of incoming calls is the one that can give us the most clues when it comes to improving a business. This is so, because it is in the call center or in this type of contacts where some customer patterns can be verified, which are, after all, the consumers. Of course, having information about those who consume is probably the most important thing for any company.

Perhaps the data from inbound call statistics cannot be used to develop fancy commercial strategies. However, it is possible to know a lot of things that allow to give some technical touches to the management of the enterprise. It does not matter if it is large or small.

Knowing the call flow

Broadly speaking, what can be seen in the inbound call statistics is how the call flow occurs. In fact, this can be observed in detail. For example, this module allows you to see how many telephone conversations occur per hour. But, in addition, you can also see how many calls are not answered.

Better yet, you can look at the data for one month and compare it with another. Also, an entrepreneur could know at what time and on what days of the week there are more calls from potential customers. Having this data is important, because it tells the entrepreneur when to be more attentive to his phone. If he is much more detailed and strategic, he could contrast this with the number of sales he registers.

The fact is that knowing the flow of calls says a lot about one’s business and also about the customers around him. By not knowing this information, it is natural to make mistakes such as not being available at certain times when the most customers call. With a simple telephone line, it is not possible to know how many people are contacting the company while another call is in progress. But with call center software, you can know exactly how many customers are calling.

Know the real reach of your company

Knowing the statistics of incoming calls allows you to have some idea of how many customers are interested in your product. For example, if you know the number of people calling in a month, you can establish what impact your business is having. It also gives an idea of how well Internet marketing campaigns and other marketing efforts are working.

In general, these are aspects in which entrepreneurs are often lost. We could understand these statistics as something similar to social media metrics, but related to phone calls. This is a great data, because in a social network there may be many people who only enter out of curiosity. But when we talk about the phone, who contacts are people who at least have interest in the product being offered.

If you compare the statistics of one month with respect to the other, it is feasible to analyze whether the marketing campaigns are working properly. Having information when selling something is fundamental and this is an invaluable source of data. The best thing is that it allows you to organize your work to obtain more revenue.

Inbound call statistics: organizing your work

One of the greatest benefits of inbound call statistics is that they allow you to make necessary changes in customer service. For example, if a company receives more calls in the midday hours, when the managers take their break, it is possible to make some change to attend all the flow that occurs at that time. This can only be understood when this module is verified.

Knowing when and how calls occur makes it possible to adapt the work to improve service. It should be noted that improving the telephone service of any type of business results in better perception and, of course, more sales. This is the best way to turn customers into brand multipliers.

In fact, this is the way the call centers of the largest companies in the world work. Knowing the inbound call statistics of a growing business could also indicate the need to hire someone to handle orders or customers. The idea is to be able to meet demand to maximize profits.

Missed calls: A valuable piece of information

The inbound call statistics module of the virtual PBX not only lets you know how many actual inbound calls are recorded. Probably, some of the most important data of this tool are those that account for the number of unsuccessful calls. We are referring to missed calls.

Missed calls are those that the customer abandons before contacting the company. When these are many, a structural problem of customer service is evident. It doesn’t matter if they occur because the lines are busy, or for any other reason: they are always a bad reference for any commercial activity.

If a company registers a lot of missed calls, there is something wrong with telephone communication. This is tantamount to being unavailable, which is one of the things business owners should avoid projecting. It’s not just with service providers and should also be considered by online businesses. The good news is that knowing this information allows you to make the necessary adjustments.

Queued calls: they count too

Queued calls are those that come in through the IVR but are not yet answered. These usually occur because all call center agents are busy serving other customers. The problem with these is that they tend to become lost contacts.

Likewise, knowing this information allows the company to adapt its work to provide better customer service. The virtual PBX has the ability to display this information in real time, which is a great advantage. If a business has a queue of calls, the right thing to do is to adapt their work to prevent this from happening. One way to do this is to have more telemarketers on call during “peak hours”, i.e. when customers call the most.

The best thing about hiring a call center software is that it allows companies to have an IVR. This automated system that greets customers, asks them for data and leads them through the menu of options saves time. In this way, the customer has an incentive to stay on the call, while the operators attend to previous calls. In other words, a business can improve its customer service just by purchasing a virtual PBX.

Other features of the virtual PBX

Incoming call statistics allow you to explore details about the service you offer from your business. However, this module is just one of the most basic of the virtual PBX. In reality, this program has countless telephone solutions for businessmen and entrepreneurs, such as:

Call Launchers: these are ideal for increasing productivity in outbound calling departments. If a business needs to be provided in a more direct way, these systems allow for automated options.
IVR: Interactive Voice Response is the system we usually interact with when calling any call center. It fulfills many functions and also guarantees spaces for the dissemination of advertising and telemarketing surveys to each customer who calls the company.
Call recorder: The call recorder allows to keep a record of all commercial conversations that occur in the company. This is useful to know the quality of the attention offered by the telephone operators. At the same time, this tool guarantees compliance with certain legal requirements regarding data and consumer protection.

At Neotel we have one of the most innovative virtual switchboards in Spain and Latin America. Its cost is very cheap, it does not involve complicated installations or the purchase of additional equipment. We have the most competitive prices in the market and the most updated features to make your company, the one that best communicates with its customers.

Spy and whisper for companies: What is it and what does it work for?

The most successful companies are not those with the most capital, but those that make the best use of resources. In this sense, technological tools, including those related to communication, are key to making a business take off. In a world in which communicating is key to negotiate, virtual switchboard modules such as spy and whisper make the difference.

Developing business communication goes beyond publishing a phone number and attending to potential customers. Attention is an art that requires practice, education and, above all, follow-up. This is precisely what differentiates call centers of large companies from call centers that do not have a good reputation.

Contact center software: controlling communication

 

monitoring

Before understanding what spy and whisper is, it is important to understand what a virtual PBX or contact center software is all about. This is basically a program that allows to unify, manage and control all the communication that occurs within a business environment. The concept comes from traditional call centers, but nowadays it is used in companies even for internal communications.

From the so-called contact center software, any company can know how incoming and outgoing communication occurs. This is so, because this program provides statistics that account for everything that happens at the telephony level. No matter how many telephones are connected to the PBX, it can be three or 50. All the information of the calls can be known and studied: incoming, outgoing, lost, on hold, answered, etc.

But in addition to the statistics, which is made up of quantitative data, the virtual PBX also has elements that allow you to verify what is happening in the calls. For example, one of them is the call recorder, which collects all the conversations of a commercial nature that occur in the company. Similarly, there is a module that allows you to intervene in these at the same time they occur. This is precisely what the spy and whisper system is all about.

The spy and whisper module improves the quality of customer service.

The spy and whisper module allows a call center coordinator to listen in real time as his telephone operators answer a customer’s call. At the same time, this application allows to give some tips or advice to the agent to solve difficult situations.

For example, let’s imagine that a novice telemarketer starts working in a call center. As he is new to his job, he may not know how to solve a customer’s request. In these cases, the coordinator can enter the call, listen to what is happening and guide the worker to successfully complete the call. To be able to do this, he must have the spy and whisper.

Due to its characteristics, the spy and whisper module allows to perform various tasks related to customer service. It should be noted that this tool is not only useful for companies with fully constituted call centers.

What can be done with the Spy and whisper?

The spy and whisper allows you to verify and improve any customer service task over the phone. Some of the activities that can be done with this module are the following:

Listen to how telephone agents attend to customers.
Perform performance evaluations based on real time listening.
Monitor how workers perform their duties.
Help telephone operators solve customer problems.
Perform real-time training to improve individual performance.

All these tasks are usually performed on a regular basis in call centers. However, as you can see, they would be very useful in any type of business. For example, the owner of a physical or virtual store that has two customer service representatives can always verify the treatment they offer to regular buyers and potential customers.

The importance of using Spy and Whisper in virtual stores

According to several opinion studies, including the Accenture Global Report, the number one reason for customer churn is poor customer service. If customers feel that they are not adequately attended, with empathy, that their questions are not answered, they simply look for other options in the market. This is valid for any type of business, whether it is a product or service business.

In virtual businesses or those that also have Internet sales services, this is much more important. Every day there are more alternatives, with competitive prices and products. In this sense, customer service could even be what makes the difference when it comes to retaining customers.

The probability of selling to regular customers is usually between 60 and 70%. Therefore, avoiding customer churn is a vital factor for any company, and this can only be achieved with a willingness to serve. When this task is delegated to managers, it is necessary to ensure that the work is done correctly. Precisely, this monitoring task can only be carried out with the Spy and Whisper.

It is important to note that the Spy and Whisper is one of three monitoring functions that Neotel’s contact center software has.

Monitoring: a compendium of functions for maintaining quality

We already know that the Spy and Whisper is a function that allows you to listen to calls in real time and communicate to the operator during the call, any tip or key to improve your attention. But in addition to this important feature, there are two more that make up the monitoring package of Neotel’s virtual PBX:

Third party verification: This is a specialized service to close contracts with customers via telephone. It facilitates and demonstrates verbal consent to avoid any legal problems when a customer requests a product or service. Companies that offer services tend to use it a lot.
Voice recorder: This is a system incorporated to the virtual PBX. Its main function is to record all the calls that occur in the telephones associated to the software. In addition to keeping a record, which is always necessary even for legal issues, it also allows you to review the calls, but unlike Spy and Whisper, these are verified once recorded and not in real time.

Together with Spy and Whisper, these functions allow you to verify the quality of business telephone service in different ways. They also make it possible to make purchases and contracts via telephone, with the relevant legal support.

Disadvantages of the virtual PBX – are there any?

Many entrepreneurs and managers often wonder about the disadvantages of the virtual PBX. In reality, it is very difficult to find a negative point in the hiring of this type of service. This type of software allows, among other things, the following:

Migrate all the communication of a company to IP telephony, which is cheaper.
Unify all telephone communication and manage it.
Perform remote work controlled by the company’s supervisors.
Know data about the flow of calls coming into the company.
Design friendly telemarketing campaigns that do not bother the customer.
Guarantee the entrepreneur tools that allow connecting with the customer in different ways, such as virtual fax.
Integrate related tools such as CRM, data systems and others.
Increase productivity in outbound telemarketing through automated dialers.
Back up inbound calls to ensure compliance with data protection regulations.
Facilitate job training for telemarketers and business managers.

And this is just the beginning of the world of advantages that the virtual PBX has for any type of business, regardless of its activity. In fact, this is an application that has many modules and more and more updates and functions are coming out all the time. The only disadvantages of the virtual PBX occur when the client acquires an outdated, unstable or outdated service.

Neotel’s contact center software: Within everyone’s reach

The best thing about Neotel’s virtual switchboard is that we have a plan designed for every type of entrepreneur. It doesn’t matter if the company is small, large, or has a small budget. Our offer is designed so that any entrepreneur can count on the program.

The plans include Spy and Whisper, voice recorder and third party verification. For those companies that want to back up calls much more extensively, we have the premium call recorder, with 1 terabyte of space and the availability of recording for two years. Undoubtedly, the virtual PBX improves the growth prospects of your business.

Telemarketing surveys: an option for making business decisions

All businesses, regardless of their service, require something very important to function: information. In fact, the moment of creation of an enterprise occurs when we find problems that we can solve for a clientele and that can only be known by obtaining data. Unfortunately, many companies do not have reliable sources of information and that is one of the factors that motivate their decline. Fortunately, the telemarketing surveys of the virtual switchboard make it possible to obtain it.

Information is power, but obtaining it when running a business is not so easy. This happens because of multiple problems such as lack of communication with the outside world, advertising difficulties and, most importantly, the lack of reliable data sources. In truth, surveys are probably the best way to obtain these necessary inputs for business growth.

Theory: Why is information so important?

 

telemarketing surveys

The problem with many merchants is that they believe that, just because they have a product, they will sell and make a good profit. Unfortunately, offering something is not enough to have a prosperous business of your own. A child can go to the beach, fill his bucket with many grains of sand and sell it without success. That is so, even understanding that sand is the second most demanded natural resource.

An enterprise has the mission of solving a problem for a set of customers. For the same reason, first you must know what are the problems of the niche to which the entrepreneur directs his product or service. But this is not the only thing that an entrepreneur must know: in fact, here only begins a long chain of research on how to solve those problems that the consumer has, in what form, with what aesthetics, at what price, how often, etc.

All this requires information, and as needs change, this information must flow constantly. That is why knowing preferences is one of the biggest headaches for all companies. It is in this data where commercial strategies are found, which are, at the end of the day, the most important within a company.

Telemarketing Surveys Why are they so important?

In principle, surveys have long been the best way for companies to obtain information. In the past, it was very common to go to shopping malls and stores to consult consumers directly. In fact, free food samples are often not only a product presentation, but also a way to get feedback from customers.

In fact, the survey is one of the most methodical, effective and legitimate ways to obtain information. Indeed, much academic research in the social sciences is based on the development of survey forms. In other words, surveys are the correct method for collecting important data.

Of course, telemarketing surveys can fulfill this function with effectiveness and validity. Basically, they are constructed in the same way as an academic survey or any other type of survey. Unfortunately, even many companies that have call center software do not take advantage of this useful module. In some cases, because their programs are outdated and do not have it. In other cases, because even if they do have it, their managers are unaware of the magnitude of making inquiries in this way.

Telemarketing surveys: How do they work?

Telemarketing surveys are a functionality of the virtual PBX. That is to say, in order to be able to be executed as they are, automated and systematic, the company or entrepreneur must have this type of program. In almost all these call center software, the questions are usually programmed as part of the IVR, or Interactive Voice Response.

The IVR is the system that greets us when we call a call center. It is also the one that asks for our personal data and leads us through the menu of options when we call. In addition to these basic functions, this system can also incorporate recordings and, of course, interactive recordings, which are telemarketing surveys.

Remember that the IVR is made to interact on the basis of a menu of options that are dialed on the numeric keypad. Similarly, this system allows to place recorded questions for customers to answer from the keys of the local or cell phone. This is how a company can make quick queries to its clientele.

Ask any question with telemarketing surveys

Through telemarketing surveys, customers can be asked practically anything. This is because there are many types of surveys and because the numeric keypad is large enough to provide several possible options for answering. The best part is that the answers are always reduced to simple choices and can still provide the kind of information that start-ups and established companies require.

A scenario in which companies require elaborate or lengthy responses from customers is highly unlikely. In reality, the information that a company values is that which accounts for preferences and inclinations. Companies need quality, relevant information and not just any information, or one that is very difficult to systematize.

Beyond this, telemarketing surveys can tell us which are the products most preferred or purchased by users, or what kind of new proposal they would prefer. It is also possible to consult how the customer’s experience with the company has been, to evaluate the customer service or simply to consult about what the company needs to be better. The good thing about this module is that you can achieve a very broad universe of respondents in each company and that is always desirable.

Telemarketing surveys ensure good quality of information

The information necessary for a company to make good business decisions has particular characteristics. The good news is that the telemarketing survey module ensures exactly the type of data that is required by the enterprises:

Relevant information: Not just any type of information is important to businesses. In fact, one of the business problems is that a lot of data can be perceived, but not all of it will be useful. Telemarketing surveys allow entrepreneurs to ask customers precise questions to find out just what they want to know.
Speed of delivery: Businesses require a lot of up-to-date information that arrives quickly. This is the only way to compete and stay ahead of competitors. By having telemarketing surveys activated, companies ensure a constant and fast flow of information. Surveys can always be set up instantly.
Cost-effective collection: For companies, information collection must be cost-effective in order to be profitable. Precisely, telemarketing surveys are economical and are part of the call center software. In Neotel’s case, they do not have an additional cost and are included in the virtual PBX package.

It should be noted that the surveys made by phone call have a positive degree of reliability. This is because they are done by the company itself, in an environment in which the interested parties participate. Above all, in the case of services, this is a point in favor.

What is the best virtual PBX?

Since telemarketing surveys are part of the virtual PBX, it is important to understand what this program is all about. The virtual PBX is a service that allows to manage and unify business telephone communications, as well as the migration to the economic IP telephony. In addition to this, nowadays this application is more than a call center software, it is an assistant for marketing and customer service.

Of course, it is important to hire a service that provides quality and functionality to the enterprise. Not all virtual switchboards are the same, as some are more innovative, advanced or functional than others. At Neotel we have optimized, guaranteed and updated software. Our product is inspired by the successful functionalities of always, but also incorporates some new features that are to the liking of our contractors.

When choosing the best virtual PBX, it is important to consider many elements. The most important are the stable operation of the program, the company’s experience, its capacity for innovation and also the fact that it has a simple, easy-to-use interface and intuitive processes.

Virtual PBX brings advantages for any type of enterprise

Telemarketing surveys are just a very useful module of the virtual switchboard. In fact, this program has many other applications and functions that can help businesses to grow. Both start-ups and large companies benefit from all the solutions provided by this communication tool.

The best thing is that at Neotel we offer different plans and costs so that all entrepreneurs, businessmen and traders can access the application. Undoubtedly, this is an investment that will improve customer relations, marketing effectiveness and obtaining quality information through telemarketing surveys.

IVR: Why do entrepreneurs need it in their start-ups?

Generating credibility is one of the most difficult tasks for entrepreneurs in their beginnings. Of course, getting started is important beyond fame, clientele or available resources. However, there are quite inexpensive technological solutions that allow any type of business to be professional. Precisely, the IVR is one of those tools that provide the business with a formal and convincing image.

Nowadays, many people start small businesses from scratch. Some even at a very young age, using only social networks and a smartphone as the only means of business communication. This is not bad, but you can always use telemarketing software to project more professionalism. At this point you may be wondering, what is an IVR?

 

ivr interactive voice response

IVR: A tool we all know

Talking about IVR phone system seems very complicated, technical or little seen. However, this is a system that almost all of us have encountered in one way or another. Those who have called a bank’s call center or telephone company have come across this type of tool. Truth be told, few people in today’s world have not interacted with telephone customer service.

When a customer calls and encounters an operator who asks for their information and leads them through the departments of a call center, they are interacting with the IVR. This system is also known as Interactive Voice Response (IVR).

The main function of the IVR is to interact with the customer, collect data and lead him through the menu of options. In this way, the customer will be able to communicate with the correct department when establishing communication with a call center. In the meantime, this automated system can perform other very important tasks for the call center.

However, the IVR telephone system also fulfills a dual institutional and advertising role. In principle, this application allows the introduction of institutional messages, slogans and recordings that identify the company and humanize it. This is the most interesting part for those who have a very recent venture.

IVR as an institutional element

Many entrepreneurs lack elements that evoke institutionalism when starting their initiatives. This reduces reliability among users in principle, which is always synonymous with fewer sales. Precisely, the IVR makes it possible to incorporate institutional messages and advertisements in a business phone. This can be verified when calling any company or institution with a call center. The first thing you hear is a welcome, some advertising, and then the customer service process begins.

Basically, the IVR has several spaces where recordings with institutional messages can be placed: the name of the company, mission and vision and other dialogues that serve to project the enterprise as a serious, responsible and formal company.

In fact, having an IVR when a client calls evokes seriousness. If a customer communicates with a business and hears messages from this interactive system, he will quickly understand that he is communicating with a serious, respectable and real company. This is much better than calling a personal phone, for example.

The IVR as part of the brand

But beyond being an element that evokes institutionalism, the IVR is nowadays used as a branding element. For sure, business advertisers try to unify IVR messages with other advertising elements of the companies. For example, if a business advertises with a featured advertiser or voice, they often try to incorporate this element into the interactive response system as well.

This is something that can also be seen in the call centers of clinics, banks, insurance companies and telephone companies. This is how a system that was intended to interact with people to facilitate their entry into the call system, has become a really effective advertising space.

The IVR’s effectiveness in creating a company’s image is truly astounding. This is so because every time a customer calls the message is repeated, remaining in the subconscious. Companies create an identity and characteristics that identify them, becoming a brand. Evidently, going from being an initiative with a future to becoming one is what every entrepreneur wants for their venture.

Space for promotions

The spaces to insert recordings in the IVR are quite usable and, since customers are the ones who call, there is usually enough time to transmit promotions. In fact, this interactive system usually greets users with an institutional welcome. But, in addition, you can always use a few extra seconds to announce an offer, sweepstakes or promotion.

That is to say, after the greeting, a promotional recording can be placed. Likewise, you can take advantage of the time the customer is left on hold while a request is being processed. Currently, the IVR offers a very broad structure for adding advertisements. Best of all, you can always change the advertising pieces, giving some variety to the content and allowing for different promotions.

Customers are totally accustomed to hearing promotions right at the beginning of their calls to a company. In other words, it is very difficult to cause any kind of annoyance with this service.

Three technical functions of the IVR

Next, the IVR solves problems that are important for consolidated companies with a large volume of calls. To tell the truth, this module revolutionized the logic of corporate customer service in multiple ways. This is because its functionality has made it possible to address many customer service issues. Far from attending to customers and greeting them, the IVR fulfills the following functions:

It incorporates self-management systems: the development of automation has made it possible to incorporate self-management systems that allow customers to solve their problems by themselves. For example, nowadays it is not necessary to use a telephone operator to reset bank passwords. The IVR makes it possible to incorporate these automated applications and improve the quality of service.
Redistributes call queues: When companies begin to have call volume, the IVR gives companies time to attend to the calls in queue. In other words, the time used for greetings and promotions is useful for people to wait a little longer without feeling that they are waiting. In addition, by directing people to the appropriate departments, it avoids inconveniences.
It allows surveys to be conducted: If there is something that companies value nowadays, it is being able to have information from their customers and users. Precisely, with the IVR it is possible to incorporate telephone surveys to make all kinds of queries to the people who communicate with the business. This is a very useful function that not all companies with telemarketing software can offer.

In reality, the IVR also fulfills other functions that are of interest to those companies that have call centers. This is just a taste of what this application solves. It could be said that it is one of the most important parts of any virtual PBX.

How to have a business line?

At the beginning of the article we indicated that the IVR is an automated application used when contracting business lines. Perhaps this may sound strange or complex, but in reality all entrepreneurs can have a business communication system with a very low investment. To do so, you only need to hire a virtual PBX.

The virtual switchboard is a software that allows entrepreneurs to have functions and modules that are used in the call center. However, it does not matter if we do not yet have a call center or a staff of telephone operators. In principle, this tool will provide any entrepreneur with professional, formal communication and tools as useful as IVR. In fact, this is just the beginning of all the modules offered by this service.

The best thing is that hiring a virtual switchboard is not something extremely expensive or impossible to afford. In fact, at Neotel we have quite cheap plans, designed for entrepreneurs and merchants who are just starting their business. It is possible to contract this software for a basic monthly fee of 100 euros and have basic functions and, of course, the IVR telephone system. From this point on, no one will doubt that your company is real, integrated and formal.

Neotel also has advanced modules, ideal for marketing, data collection and customer service. Our company offers everything you need to professionalize your business. Check our rates and contact us if you have any questions.

5 businesses that can be done with video calling in the cloud

Video calling in the cloud has gone from being an entertainment function to become a source of revenue for many companies. In the midst of the COVID 19 pandemic, real-time video calls have become the solution to replace face-to-face calls. Everything that used to be done face-to-face is now handled by this function.

Of course, this has also revitalized the demand for communication systems such as the virtual PBX. Although there are platforms that offer professional videoconferencing services in the cloud, there is nothing better than having your own video call system that is fast, efficient and available to entrepreneurs.

Even those who are unemployed or who want to generate extra income can use our cloud video conferencing service to work.

The validity of video calling in the cloud

video calling and videoconferencing in the cloud

The year 2020 saw a dizzying rise in the use of cloud-based video calling and videoconferencing. It is believed that 96% of people in the 16-30 age range in Spain have used this type of technological solutions in the wake of the pandemic. But, in addition, the consumption of video calls has also been increasing in much older segments of the population.

Video calling in the cloud has gone from being a tool for talking to people far away to a business tool. This trend continues to increase even today, even though some pandemic restrictions have been eased. It appears that video calling will continue to be used and will serve to maintain some business activities.

It is worth noting that video calling is a safe medium in the midst of a situation of latent danger due to the pandemic. In addition, it has enormous versatility, allowing communication to occur at any time of the day. The latter is a timeless advantage that will keep this medium relevant even in the post-pandemic world. Here are seven business activities that can be carried out via video call in the cloud.

5.- Language classes

Remote language classes is a business that has been around even years before the pandemic. Since 2015, some companies have been known to offer this educational service with native teachers of the languages you want to learn. Basically, this business model foretold what would start in 2020 with the onset of the pandemic by COVID 19.

Language classes have been proving for years that learning via video call in the cloud is practical and effective. This was one of the first businesses to adapt to the new dynamics and takes advantage of the versatility of video calls to adapt to customers’ schedules. In this sense, we are talking about fully customized services.

4.- Primary and secondary schools

In the wake of the pandemic, classes for primary and secondary school students became the norm. Most of the world’s governments adapted their educational systems to videoconferencing classes in the cloud. At first it was a bit difficult for both students and teachers to adapt, but over time everything has leveled out.

To be sure, schools have been saved as businesses by technology inherent in WebRTC Line and IP telephony. Although classrooms are beginning to open up again, there is still a possibility that during pandemic peaks there will be a return to this modality. On the other hand, educational businesses that are based on educating children, young people and adults using videoconferencing in the cloud are beginning to emerge.

3.- Psychological counseling

Psychological counseling is probably one of the practices that allowed more professionals to emerge during the pandemic. If few psychologists could report a low volume of patients, during the pandemic the income of this type of professional was quite affected. Cloud-based video calling not only saved many, but also signaled the beginning of a new approach that made this type of consultation cheaper.

Many psychologists and also other types of professionals such as coaches were able to survive in this way. Moreover, consultants working at a distance have the advantage of offering two modalities of attention: personalized and courses. Many simply took advantage of the crisis and transformed it into an opportunity.

2.- Medical consultations

Medical services have been very active during the pandemic and their professionals have behaved at the height of the circumstances. Amidst the overcrowding of clinics and the saturation of health systems, medical consultation by video call in the cloud has become a solution for minor cases.

In fact, many patients with non-aggravated COVID 19 were able to be examined by their physicians from this tool. Similarly, other diseases have been addressed from the telemedicine approach. Undoubtedly, technological solutions in communication have made it possible to continue with life in the midst of restrictions.

1.- Courses in different disciplines

Practically anyone can take an online course in the specialty or trade they master. Education has become the main source of income in the second decade of the new millennium. A guitarist, a motivational leader, a writer, a mathematician: all have in common the possibility of sharing their knowledge and solving problems with others.

Even the entertainment market has benefited from video calling in the cloud. A large number of people have found income thanks to this type of technological solutions. The problem is that many use internet platforms that offer the service incompletely, slowly and with many failures.

Virtual PBX has the best video calls in the cloud

Since the pandemic, social networks that offer professional video calling services have become popular. To tell the truth, these platforms made it possible to solve in the midst of the crisis. However, it is important to note that these sites are not the most ideal solution when it comes to business video calls.

First of all, these most popular platforms work with limits and slowness because they are actually paid services. That is, what people use are free versions, but in reality the best of their service is offered through the paid version. On the other hand, some of them are so widely used that even if they pay, they can work in a limited way.

In addition, the paid versions of video calling platforms can be very expensive. For example, a monthly room can cost more than $40 per month, just for the cloud-based video conferencing service. This is very expensive compared to the cost of call center software, which fulfills this and more functions.

The cloud-based video call advantage of the virtual PBX

Virtual PBX is a communications manager that works with IP telephony. Thanks to cloud storage technology, this type of program is no longer oriented only to large call center rooms. It allows to obtain statistics of incoming calls, to have a business customer service number and marketing modules.

Of course, one of the great advantages of buying virtual PBX is that this program brings an environment to make video calls in the cloud and video conferencing. Basically, this is equivalent to having your own business platform to establish this type of communication with customers. Everything works in a simple way, making invitations by link.

In the case of Neotel, the interface is very simple to use even compared to more commercial platforms. Clients will enter the calls and will see the system as if it were the contracting company’s own. This gives professionalism and formality to the video calls, as well as credibility to the entrepreneur who hires and uses the service.

Neotel has the most complete virtual switchboard

The cloud videoconferencing and video call modules are part of the basic service of Neotel’s virtual switchboard. This means that in order to use this function you do not have to pay any additional cost. No installations or hassles because the program is used over the Internet.

Neotel has monthly plans that start at 100 € and in exchange offers a number of useful functions and modules for the entrepreneur. Contracting this service means having at your disposal the best advances in business communication at a low cost. Any type of entrepreneur can enjoy the virtual PBX for a reasonable investment. If you want to have the best video conferencing interface in the cloud and work with it, buying virtual PBX is the best option.

Mobile PBX: Your employees can work from anywhere

If there is one thing that characterizes our times, it is the ability to work without having to be in an office. Remote work, more than a solution, is nowadays a preference and a necessary adaptation of the business sector. To be able to do it, we only need to have tools such as call center software. Among the modules of this type of software, the mobile PBX stands out.

VoIP PBXs are applications that go beyond customer service work. All companies and enterprises can take advantage of this system, which can easily become a formula for managing remote work, among other things.

Year 2021: the advent of remote work

mobile pbx

The second decade of the 21st century has been characterized by a total change in the way we look at life. Situations posed by the COVID 19 pandemic and economic crises have brought about the need to rethink work. Many circumstances have led people to focus on the Internet as a way to produce money.

If we used to talk about waves of layoffs, we are now in a kind of crisis of face-to-face employment. The current generation of workers simply do not want to go back to their jobs, because they find it boring, complicated, or worse, unnecessary. Technology has changed people’s perspective and it is up to companies to adapt.

The average professional does not want to leave home and companies that are not prepared for remote work could perish. In this universe of ideas, call center software appears as a unique solution for employers. Through this tool, it is possible to know if a person who performs telework, or work from home, is performing his duties. No matter what kind of work he/she does: the system lets you know that the person is fulfilling his/her role even if he/she is in the comfort of his/her home.

Mobile switchboard: working from a smartphone

The only thing people need to work today is a device with an Internet connection. We might imagine that this implies at least having a computer at home, to perform various intellectual tasks. Nowadays, however, a person could even work from a smartphone. Precisely, the mobile PBX is a complement to the call center software that allows to work using this type of devices.

For those who do not know it, the mobile PBX allows to open and manage the virtual PBX program from a smartphone. This is, in fact, the main utility of this tool. By having it, the employee has all the software’s own resources on his smartphone. This gives him the possibility to perform his work no matter where he is.

The mobile PBX allows, among other things, to have a softphone similar to the one used on the computer. In addition, it allows you to use such necessary functions as call transfer, or put the call on hold. These are functionalities that are present in customer service work, but are also useful in any business work.

Some functions of the mobile PBX

Having employees with a mobile PBX on their devices implies, in principle, being able to work with the virtual PBX system. It should be noted that this is a system that works as if it were an Internet platform and workers enter and log in, being able to be controlled in its management. This is so, because this software is made to unify work profiles through the Internet connection. Some of its functions are:

Transfer calls: The mobile PBX allows you to recreate a business desk phone on any smartphone. One of its most important functions is to allow people to transfer calls from simple codes. This can be essential in some office jobs.
Putting the call on hold: This is another feature unique to the virtual PBX that can now be done from a cell phone. In fact, this is what call center operators do when they tell us to “stay on the line” and play music while they do something.
Mute calls: This is similar to placing the call on hold, only that the customer remains on the call while not listening to us. The purpose of this feature is to allow us to make inquiries without the customer on the line noticing us.

These are all telephone solutions that we usually find in office devices: computers with softphones or business desk phones. Now the mobile PBX puts the best of IP voice PBXs on the cell phone.

Virtual PBX for mobiles: keeping an eye on the job

The mobile PBX is, broadly speaking, an add-on that allows us to access the virtual PBX from the Smartphone. This makes it a useful complement to encourage remote work. From the call center software, employers can hire staff to work from home and control that they are connected and performing their work.

In fact, a company can hire from Spain people from Colombia, Venezuela, India or any other country to do call center work. From the use of the mobile PBX, they will be able to enter the company’s virtual PBX and perform their work from the comfort of their cell phone. Even if they did not have a computer, they could work with peace of mind.

In the same way, an executive who is on the road doing business can operate the virtual PBX from another country. Basically, all they need is an Internet connection. This add-on works without installations or special SIM cards. The best thing is that everything that is done on a device with a user will be registered.

In other words, this add-on has many utilities nowadays. What was originally a program for call center activities, nowadays allows to monitor remote work, or to ensure quality tools for top executives.

Advantages of Neotel’s virtual PBX for mobiles

Neotel’s virtual switchboard for mobiles is one of the most complete in the market. This is a complementary service of our software designed to bring all the properties of the call center software to the workers’ cell phones. Some of its advantages are the following:

There are no limits: Neotel provides its contracting companies with the possibility of installing the mobile PBX on as many smartphones as necessary. In this way, each person linked to the company will be able to access the software from their personal or business smartphone.
No additional cost: All companies that contract Neotel’s call center software have the mobile PBX service at no additional cost. We guarantee greater connectivity for work without requesting extra payments.
No installations: The mobile PBX is part of Neotel’s software service. Therefore, no additional installation or program is needed for it to work in the smartphones that the contracting company has.

The mobile PBX allows to have all the advantages of the virtual PBX, but in mobile devices. In this way, it is not necessary for an employee to be in the office to access the professional functions of Neotel’s communications manager.

Call center software: managing business communication

The virtual switchboard is a program that unifies the communication of an entire company. From here, the contracting companies have the advantage of communicating through IP telephony, which is more practical and economical. In addition, this software provides entrepreneurs with multiple useful tools to enhance marketing and customer service in a professional manner. Most large companies work with these systems.

Although it is often called call center software, it is not necessary to have a customer service center to take advantage of this program. Even those companies that have few telemarketers can organize their work and make it more efficient with this application and its innovative modules. Of course, it is important to have a warranty manager, something that not all VoIP PBXs on the market can ensure.

At Neotel we have one of the most innovative programs in the business communication sector. Our system is easy to use and does not require additional installations and costs.  The best thing is that we have designed different plans so that no entrepreneur is left without enjoying this technology.

Premium Virtual Call Recorder: Legal Implications

Nowadays almost all companies make recordings of their business calls. The collection of this backup serves multiple purposes and is very common in customer service centers. In this sense, the premium virtual call recorder is usually a very useful tool even for a legal protection of the companies.

However, it should always be clear about the legal reasons for which calls can be recorded. Likewise, companies that need to keep this record must comply with certain stipulations also stipulated in the law.

Is it legal to use the call recorder?

According to the laws in Spain and Europe, there are scenarios under which it is legal to record calls. Also, under certain conditions, recording conversations with customers may be unlawful. According to a Spanish jurisprudence from 1984, recording your own conversations is legal, but recording other people’s conversations is not.

premium virtual call recorder

That is, conversations in which a person participates can be recorded, and even disclosed if they do not compromise a third party. However, if the conversation occurs between third parties and is recorded, such recording is completely illegal. Of course, this is not a scenario that usually occurs with companies, much less in front of their clients. However, it is important to know a little about the basis of legality in call recording.

So, it is legal to use the call recorder in business calls, as long as this basic principle of the legislation is complied with. However, entrepreneurs should keep in mind that the company is not a natural person and this is important. Likewise, there are correct purposes and ways to ensure that the recordings are lawful.

How to maintain the legality of call recordings?

The legal issue with the premium call recorder has to do with data processing. According to the Official Data Protection Act (LOPD), the processing of personal data requires the consent of the person concerned. Moreover, the legal instrument is very clear in stating that this consent must be “unequivocal”.

However, it is important to understand the logic of each type of call to know what can and cannot be done. It is understood that incoming calls that are made by customers to a company do not require explicit consent during the call. This type of call is understood to be of a professional nature where no risky information is at stake.

However, if the call is made by telephone agents of a company to a client, the consent must be explicit and never over-understood. It is in these cases that announcements such as “you are informed that your call is being recorded” are used. Sometimes, it is good to inform the customer of information such as the place where the recording of the conversation will be stored. This is a good way to use the call recorder.

Three healthy practices for business call recording

Of course, anything that is done to maintain legality within customer service is always positive. It is important for businesses to act in accordance with the law and be able to have each other’s backs at all times. The following are three healthy practices to avoid problems with the use of the premium virtual call recorder:

Announce to the customer that the call is recorded: Even if it is not necessary and even less so if it is the customer who is calling, it never hurts to remind them. Remember that this action will also be recorded as part of the conversation and will endow the record with legality. Announcing this does not take much time, so it should not affect the effectiveness of the call center.
Reserve the data only for a period of time: At the enterprise level, call recording usually serves a purpose. Once this happens, it is crucial to delete the record. The law itself establishes the need to set a useful time limit for the storage of recordings.
Use the recordings for what is important: Companies should only use the recordings for strictly necessary matters. Therefore, it is important to avoid abusing their manipulation or selling them for other types of activities. Likewise, it is recommended that there be restricted access to the files, remaining in the hands of a small number of people in charge who are also qualified.

Why use call recorder records?

It is clear that it is necessary to understand what the recordings stored by the premium virtual call recorder are used for. In fact, most companies use this backup for the following reasons:

To establish contracts: There are many services and products that are sold via telephone. All of these involve verbal contracts, which are legal and valid in Spain and many other countries. In these cases, the recording allows to prove that a verbal contract was established.
To meet legal requirements: Data protection laws require backing up information such as calls made to customers. What is important here is that the storage is secure and kept only for as long as necessary.
For customer security: Call recording is well regarded when it is aimed at preserving the vital interest of the customer. For example, banks should record the calls of each of their customers, because key information may be of use to them.
Quality control: Recorded calls in the call center primarily serve the purpose of allowing the quality of customer service to be evaluated. This is one of the most important tasks that are fulfilled by the premium virtual call recorder.

As long as the backup of recorded calls is used for this type of purpose, everything is in order on a legal level. Of course, depending on the type of business the data will be more important for one task or another. In any case, the important thing is not to abuse by mastering personal data.

Premium virtual call recorder: more space

The premium virtual call recorder is a module that records and saves incoming calls to the virtual PBX. As a rule, the record is stored on a virtual server. From here, authorized company personnel can access the backup and review it in detail to perform tasks such as those mentioned in the previous point.

In general, VoIP PBXs have limited space for storing recorded calls. This changes depending on the company contracted to provide the virtual PBX service. For example, with Neotel’s virtual PBX, customers have recordings stored for 60 days.

On the other hand, customers who contract the specialized premium virtual call recorder service, the recording limit is two years. This module also gives our customers a storage space of one terabyte. This makes it possible to cover the recordings of any company, regardless of the volume of customers served.

The advantage of a virtual PBX

Hiring a virtual PBX makes it possible to group together all the recorded conversations of each telephone operator in the company. This is because the job of this program is precisely to unify the company’s communication through IP telephony. In this sense, the premium call recorder is a module of the software.

VoIP PBXs allow to have control and organization of business communications. In addition, this type of software has other useful functions and add-ons to improve the quality of service and marketing. In fact, this is more than just a program for telephone operators, being more like a business assistant.

Being able to have total control of communications also allows you to keep legal issues under control. This is precisely because all telephone operators must connect through the virtual PBX. In addition, the virtual recorder makes it possible to verify the management of each agent and to carry out training activities to improve customer service.

Advantages of Neotel’s premium virtual call recorder

Neotel offers customers its PBX with the premium virtual call recorder module. This add-on module is designed for those entrepreneurs and business people who need more storage space. Among its advantages are:

More time and space for storage: Neotel offers storage of up to one terabyte which will remain for two years. This is one of the best proposals in the market in terms of capacity.

Elimination of information: Another positive aspect of working with the virtual PBX is that every so often the information is automatically deleted. This makes it possible to comply with current data protection laws.

Access to recordings anywhere: The best thing about working with Neotel’s virtual PBX is that since it is a program hosted on the Internet, it can be used anywhere. All you need is an Internet connection.

Why is the virtual PBX useful even for companies without a call center?

There is an idea that the virtual PBX is a unique and exclusive tool for call centers. Certainly, in its beginnings this application was specifically aimed at customer service centers. However, the evolution of this tool and of business communication itself has made it a useful and in many cases necessary element in all types of companies.

Not all companies have a call center and this is a reality. However, any company today has the need to establish communication with its customers. Even firms with private services and aimed at very exclusive sectors, need to have a unified communication system, economic and technological modules that enhance advertising. Precisely, all this is guaranteed by hiring a virtual switchboard for companies.

How does a virtual switchboard work?

virtual pbx

Initially, the switchboard was physical and its main task was to unify several telephone devices. In this way, all customers could call from a single telephone number provided by the company. Today, this continues to be its basic function, although in a much more advanced form and incorporating other functions.

The virtual switchboard made it possible to unify all business communication in a single software using new technologies. From this point on, the possible advantages and functions have multiplied and are very varied. In principle, this tool makes it possible to control communication, increase its productivity and, of course, make it cheaper.

The incorporation of new technology is crucial to achieve all these advantages and much more quite easily. Everything goes through IP telephony, unification of communication, WebRTC line and cloud storage. All of these current innovations are at the heart of the virtual PBX.

Making communication cheaper with IP telephony

One of the reasons why many companies hire the virtual PBX service despite not having a call center is IP telephony. This technology consists of migrating both the telephone devices and the communication to broadband protocol. This means that each call will be supported by the company’s Internet connection.

This is a great advantage because Internet communication is usually much cheaper than traditional telephony. In fact, the world’s largest companies see IP telephony as a necessity. From this, communications have become cheaper and also modernized in business environments.

People are increasingly accustomed to making calls and video calls using an Internet connection. With the virtual PBX, an entire company can migrate to this technology, even using its usual telephone devices or computers. The investment is minimal and there are always solutions that make it possible to reduce the cost of purchasing devices or special equipment to ensure telephone connectivity.

Why is it important to unify and control communication?

One of the great functions of the virtual switchboard for companies is that it unifies all telephone communication. This software is basically an environment where all telephone devices are connected and those who use it must log in. In this way, everything that happens in the calls is recorded.

This has multiple advantages that are valuable for almost any type of company. In principle, the virtual PBX allows all calls to be recorded, which is basically a legal protection. In addition, in case of irregularities committed by employees, such as mistreatment of a consumer, this program will allow to review the conversations thanks to its call recorder.

Everything done by employees who have telephones assigned to them in the company can be verified. This tool even allows you to control the management of those employees who perform remote work. This service even has a virtual switchboard module for cell phones, which allows operation from a smartphone.

Professional WebRTC line: useful in this day and age

WebRTC line seems like something super complicated, but in reality it is a technology that we use all the time. Basically, this is the system we use when chatting on a social network or making a video call. The novelty with the virtual PBX is that it allows you to have your own real-time conversation resources.

In other words, instead of using a social network to make a videoconference, the virtual PBX provides companies with their own system. This is a great step towards the professionalization of an enterprise and the people who interact with the company will have a good impression of it. In fact, from this service, companies will have a telephone number for IP telephony connections.

The best thing is that this is just one function or module of all that the virtual PBX provides to companies. Of course, each software is different and has its own add-ons and applications. Neotel’s PBX is one of the most innovative in the market and has more than interesting modules that facilitate marketing tasks.

Storing company data

The virtual PBX also fulfills the function of storing information. In the past, companies had to install very expensive data centers to accomplish this task. However, cheap or expensive virtual PBXs allow backups to be made over the Internet. Basically, this program takes advantage of cloud storage technology.

In fact, the call recorder mentioned above works from this type of storage. There are storage limits, but it is always possible to get an extension of the service. For example, at Neotel we offer a premium call recorder service, which makes a terabyte of memory available to subscribers.

In addition to this, the virtual PBX works with databases such as CRM. This is an interactive system that allows the construction of user profiles, with quite interesting communicational and organizational processes. In fact, this complement is much more than a base for storing information. It is rather an information system oriented to marketing and sales.

The virtual PBX incorporates marketing modules

To say that the virtual PBX has implements that facilitate telemarketing would not do justice to this program. Some of its complementary modules such as the progressive dialer, the predictive dialer and the call robot do focus on telemarketing. It also highlights the bulk SMS sending application, which is one of its greatest strengths.

However, some of the functions of the virtual PBX for companies now go beyond telemarketing. Implements such as the virtual fax and some plugins for web pages confirm this. The best thing is that new updates and related tools are released over time. This program never loses its relevance and always brings new technological solutions in the field of communication.

Having the virtual PBX service allows you to start a very efficient business from the comfort of your computer. There is no need for a physical space, large equipment or personnel, this tool optimizes the way work and business interaction is organized.

The best part is that you will be able to create your own call center.

As it is clear at the beginning of the article, the virtual PBX is useful for companies even when they do not have a call center. This is because it solves many problems. However, the best thing about this type of software is that it allows companies to install a call center or call center if necessary.

In other words, hiring a virtual switchboard for companies will facilitate the future creation of a call center if the company needs it. In that case, all you will have to do is to hire a number of connections or extensions for each operator that will work. These people are assigned a user and access to the platform and can start working. In the case of Neotel, everything is very practical, simple and without installations because the whole system is hosted on the Internet. All that is needed is a broadband connection.

It doesn’t matter if the company has enough space to install a call center, with computers and all that implies. It is possible to have few operators and the virtual PBX tools themselves, with unlimited calls, will help to maintain a good production in outgoing or incoming calls. Precisely, its job is to optimize resources and effort.

The best thing is that there are no cheap virtual PBXs that are worse for being so. Perhaps some are not as complete, but the basic feature of any virtual PBX is that it lowers costs and allows you to operate from a reasonable investment. At Neotel we have the best plans and modules for this type of software, with 20 years of experience in the business solutions market. Contact us and ask any questions you may have.

5 types of campaigns that can be carried out using robot calls

Business growth has a lot to do with the ability of companies to be always present. This, in turn, implies covering every available communication channel so that consumers remember the company. Many entrepreneurs still do not understand this and that is why they build their commercial proposals solely on the basis of social networks. To tell the truth, resources such as the robot call can contribute to make the big commercial leap.

Not all entrepreneurs are familiar with the use of this application. However, it is part of our lives and from time to time we come into contact with it, as consumers. Now, what is the robot call? And more importantly… How can it be used to amplify a company’s presence?

What is the robot call?

robot call

The robot call is an application that allows to make calls in which a voice message is launched. In other words, instead of talking to a telephone operator, the receiver of the call listens to a recording. The word “robot” is used because the speech is programmed and executed by a robotic operator.

The robot call is part of the everyday life of Smartphone users, even if they are often unaware of it. When the telephone operator launches a call and indicates the date and amount of billing for the month, we are in the presence of applications of this type. In the same way, this happens with other service companies and can even be implemented with other types of businesses.

Many merchants prefer to use social network messaging services, but it is possible to exploit the robot call also in those cases. Basically, this is an automated tool that allows the entrepreneur to extend any kind of advertising or informational message. That is why, as a business communication tool, it can be used in different types of campaigns.

How does the robot call work?

There are many robot call programs or modules, with different capabilities and interfaces. The essence is to have a space where the messages and the list of telephone numbers to which the calls will be directed can be programmed. Both things are configured to be able to send massive voice calls.

In this sense, the call robot is basically a call launcher. Only, instead of being answered by an operator, the message will be voiced by a machine. To place the advertising message that the entrepreneur wants to give to his audience or clientele, he will simply write it and the robot will repeat it.

When the robot call is used, a large number of calls are launched simultaneously. Everything will depend on the limits of each application and, of course, on the number of telephone numbers to which each call will be dialed. The difficulty in using the program depends on the interface, although Neotel has one of the simplest and most intuitive on the market.

Now many may ask themselves the following question: What kind of message or advertising campaign can I make with this tool? Here are some examples.

5.- Collection campaign: the most popular one

It is very easy to remember the robot call thanks to the service companies that make billing reminder calls. The big telephone companies usually use a quite advanced type of automated robo-call that allows to indicate to the customer the amount to be paid in the month, as well as the deadline to do it, or cut-off date.

Of course, this is still an application of automated call launchers that usually favors service companies. However, it is not only banks and telephone companies that offer this type of product. For example, a karate teacher, a gym owner, or an academic who gives virtual classes, can take advantage of this resource to show sophistication.

Promotion of a new product

Many stores don’t know how to promote their new products and are left with the typical publications in social networks. With Robot Call, customers can be alerted about the new launch of a good or service. For this, you simply build an advertising narrative and direct the calls to customers who are really loyal to the brand.

For this type of campaign it is essential to know a little about the customer’s tastes, previous purchases and level of consumption. This type of message must be well targeted and cannot be too repetitive, otherwise it could cause an adverse response from users. Nevertheless, it is an excellent alternative.

Invitation to events

Some companies usually carry out face-to-face activities as part of their loyalty strategy. A full day, parties, entertainment events or concerts. Sometimes they also hold talks or conferences, depending on the type of service or product marketed.

In any case, the robot call is very useful to announce this type of activities that are usually occasional. Precisely because they are very special matters, robotic calls can be used without inconveniencing customers. Undoubtedly, many of the most loyal consumers will be happy to be invited by the company to spend a different day.

2.- Promotion of contests and special offers

The robot call is the ideal way to inform users about new contest promotions and special offers. In fact, it is usually more convenient to promote this type of loyalty action through a call, rather than by written messaging. Consumers may be more stimulated when they hear that they can receive something than when they read about it.

So those businesses that have a special sales season, offers or sweepstakes, can use the robot call to advertise it massively. In this case, it is very positive to carry out very nourished campaigns, with large telephone lists and even several batches of the message.

1.- Loyalty messages

It seems something of little importance, but loyalty is important in any type of business. Being close to the customer and reminding them that the company is there for its customers is positive. The best thing is that it doesn’t take much to accomplish this task. A birthday or Christmas greeting, or a reminder of important information is usually more than enough.

The most active companies in terms of communication usually take advantage of anything to communicate with their customers. It could be a holiday, the beginning of a vacation, or even a mandatory message required by law. All of these are opportunities for the company to make its presence felt, and what better way to do so than by means of a robotic call.

Robot call: effective and current telemarketing

Talking about telemarketing does not imply going back to the past. This is not so, because even in the Internet era we still check ecommerce pages using our smartphones. As long as people continue to pay attention to their smartphones, telemarketing will continue as long as it is smart.

It is often stated that telemarketing is annoying and even abusive. Of course, having a company calling twice a day selling a product or service is uncomfortable. But tools such as the robot call, allow a quick communication that is often not seen as too excessive in terms of advertising practices.

Statistics indicate that business telephone conversations are ingrained in consumers. It is now known that many customers expect their favorite companies to communicate with them through some form of telephone contact. Precisely, the robot call allows to do this without generating many inconveniences, giving the concise and short message to the users.

Virtual PBXs: vital for the use of robot calls

In general, the operation of automatic call launchers depends on the use of virtual PBXs. There may be some separate programs that do not depend on this software. However, it is much easier to use applications such as the robot call by having a program that manages and unifies the company’s communications.

In the case of other call launchers such as progressive and predictive, the use of the virtual PBX is necessary. This IP telephony base program provides the necessary information for the operation of this type of system. Beyond that, virtual PBXs have multiple functionalities useful for any type of enterprise. With them, you can manage all communication, check statistics, have a call support and have other marketing modules.

At Neotel we have one of the most innovative and stable virtual switchboards in the market. By obtaining it, our customers can request the robot call module and other advanced solutions for business communication. Check out our plans tailored for almost any type of company and amplify the reach of your own business.

High volume of customers and sales? use predictive dialer

There comes a time in the life of every business when things start to grow. Users become consumers, sales go up and suddenly, entrepreneurs are faced with large numbers of calls and orders. In case you start to live this process, having a virtual PBX with the predictive dialer module is the solution.

Nowadays, small individual stores and personal brands are very fashionable. In fact, a single person can start a business and make it profitable. Over time, one learns to improve in aspects such as marketing, customer service, merchandise purchasing, among others. However, those who have a good product in hand may be overwhelmed by demand. In these cases, callcenter tools will help shoulder the burden.

The problem of individual businesses

predictive dialer

Many people start a business alone, with some merchandise, a computer and their smartphone. Of course, getting started is the most important thing and it doesn’t matter if the startup is done with few resources. However, there comes a time when 10 weekly orders become 200 and even more. Attending to social networks, calls, orders, packaging and shipping them without something going wrong, is a job that cannot be tackled by just one person.

The same is true for marketing, whether by phone or digitally. Many marketers rely on active communication strategies to increase sales. This implies that the entrepreneur sends out promotions, new products and keeps in touch with his group of consumers and users. This type of technique is often very effective, but involves an investment of effort.

When the volume of sales and customers increases, the first thing to do is to hire personnel. The more the company grows, the greater the number of people in charge of the different work areas will have to be. The second thing to do is to ensure the productivity of the people in charge of customer service and telemarketing. In the case of the latter, the predictive dialer is the best solution to obtain good results.

What are call launchers?

Call launchers, or automatic dialers, are systems that dial customer telephone numbers on their own. This type of application is capable of making multiple contacts in multiple ways. For this purpose, lists of telephone numbers are programmed and calls are authorized.

Depending on the method chosen for making calls, these programs are divided into progressive and predictive dialers. The spacing between each call release will be defined by the operation of the system. For example, the progressive call function allows contact to be established little by little, depending on the availability of the operators. This application is designed for small departments, where there is a moderate communication flow.

In the case of the predictive dialer, the launching of calls is usually faster. As its name suggests, the automation of this tool has the task of predicting. Now… What should it predict?

Predictive Dialer: Predictions to get better and better

The predictive dialer is an intelligent call launcher. This is so, because its function is to predict how often it can launch calls for the operators to attend the contacted customers. To make this calculation, the software uses a logarithm that crosses different statistics specific to the department where it is used.

In general, the system takes into account statistics such as average call time, intervals in which there are operators on the line and the number of calls made per day, among others. Knowing this data, the predictive dialer establishes or predicts a more efficient call launching, which allows to meet the objective of improving productivity. This is how, little by little, outbound contact or telemarketing departments can improve over time.

Calling programs of this type use artificial intelligence principles. In fact, this is a very advanced program and even more complex than the progressive dialer. Of course, both callcenter tools are targeted for different types of companies.

Predictive dialer: For whom is it most useful?

As stated above, the predictive dialer is ideal for large call centers with high customer and call volume. Basically, any large company can use it and improve their outbound productivity. The following companies can take full advantage of this tool:

Service companies: The predictive dialer is ideal for firms that sell services. This group includes banks, insurance brokers, subscription television services, among others. This is because this is the type of business that tends to have a larger clientele and an emerging need to maintain contact with users.
Companies with large customer portfolios: A company that is not very large, but has numerous telephone contacts take advantage of this resource to make more sales, promotions and other similar activities.
Firms with collections departments: Many firms can increase the productivity of their collections departments with the predictive dialer. In these cases, recurring calls can be made to debtors. This is a very widespread and permitted tactic in some countries.

Predictive dialer functions

Call launchers have the basic function of dialing calls. However, each type of dialer has its own particular characteristics. The predictive dialer performs the following functions in the outgoing calls department:

Launches calls automatically: The idea of a software to launch calls is to avoid that such work depends on human operators. In this way, a continuous productivity is ensured at the time of performing the task and achieving the objectives of each campaign.
Statistical measurement: The predictive dialer operates by performing a mathematical analysis of the activity of each call center. In other words, its dialing is intelligent, effective and adapted to the reality of each office. This is also what predictive dialing is all about.
Improves department performance: The predictive dialer is fundamental to the overall performance of the call center. However, beyond maintaining it, it is about launching calls with the objective of increasingly improving productivity. In short, performance improvement is part of its regular operation.

How does this system get the statistics it needs?

The predictive dialer is a module that is part of PBXs. In fact, this is the base software offered by companies such as Neotel. It is important to note that the virtual PBX unifies and manages all business communication, which also occurs via IP telephony when this type of program is implemented.

By using the Internet protocol, all call records and data are stored in the virtual PBX. In fact, one of the basic functions of this software is the verification of data in call center and telemarketing departments. This is made possible by the unification of all communication and its migration to Internet calls.

It is thanks to PBXs that call programs such as predictive dialers can obtain the data for their operation. Generally, an algorithm unifies several predefined call center statistics, performs calculations from formulas and this enables productivity-oriented call dialing. Basically everything is interconnected and this indicates the importance of call center software, even if you don’t have one.

The best part is that these are just some of the functions and programs used in call centers. To tell the truth, the virtual PBX has many more efficient and useful functions applicable to business communication.

PBXs: Neotel has the most innovative one

Virtual PBXs organize and change the way you work with customer service. Using them allows to better control and manage the communication of outgoing or incoming calls. It doesn’t matter whether the contracting entrepreneur wants a customer care center or marketing tools: these softwares can cover both facets.

In fact, PBXs are much more than call center software. In fact, it is more a compendium of tools that solve different business problems. Among our modules we have databases, plugins for web pages, advertising mechanisms and of course, migration to IP telephony. The latter is a great solution for any type of company, because it lowers the cost of communication.

At Neotel we have different plans for those entrepreneurs interested in our callcenter tools. From the smallest or just starting up to the most recognized firms, everyone can count on a service adjusted to their budget. If you want more information, contact us.