Attract and retain customers through call centers and virtual switchboards

The adaptation of the already obsolete physical switchboards to the cloud has meant a next evolutionary step in the communications and relations of the companies for/with their clients.

When talking about call centers and virtual pbx’s it is necessary to mention Google’s webrtc technology. Neotel bets on the integration of webrtc lines for companies. With a webrtc line, in the end what you get is the possibility of making and receiving calls from any device connected to the Internet, as if it were a physical phone, only without the need to buy any terminal.

webrtc line

Contact us and ask a question about Neotel’s webrtc technology

Contact us and ask a question about Neotel’s webrtc technology

What is a predictive dialer and how it can help my business

Predictive Dialers: A Vital Tool in Any Contact Center Arsenal

Predictive dialers exponentially increase the productivity of contact center agents.

Modern predictive dialers are an essential tool for contact center administrators.

Avoid tiredness among your agents, as the day progresses, tiredness that accumulates from manual dialing with Neotel’s predictive dialer.

Working manually dialing all the digits of the phone numbers in the hope that someone will answer the other side of the line is a thing of the past.

 

predictive dialer

A contact center that still works with manual dialing, is working as 50 years ago

Thanks to the predictive dialer, when an agent ends his conversation with a client, he can automatically connect to the next client. No waiting. No time wasted.

They help optimize times by connecting agents only with people who have already answered on the other side of the line, thus avoiding calls that lead to voicemail or simply do not answer.

 

VoIP Business Phone System: Everything You Need to Know

A voip phone system can bring many benefits, most notably:

Conference calls: the ability to generate videoconference calls can speed up the flow of your equipment and / or your commercials.

– Real-time control panel: allows you to monitor the activities of your call center in real time no matter how large your equipment.

– Contact history: a history with all the information regarding all your contacts will always be available, so it will not be necessary to make use of several independent systems. This is where the integration of Neotel’s CRM with the PBX works.

– Personalized music and greetings: Would you like a personalized greeting for your business? With Neotel this is not a problem. You can set up your own personalized greeting whenever you want and in a very easy way.

Call recording: you get all your calls automatically and you can access them at any time and from anywhere in the world.

Etc.

 

ivr interactive voice response

What more can you get from a business phone system?

Neotel provides its users with high level features for its corporate voip system: conference calls, ivr, etc.

Voip protocols transform voice into data to transmit it over the Internet.

 

 

video conferencing and video call in the cloud

The voip phone system brings more advantages to companies than we might initially imagine. If you need to clarify doubts about voip telephony and how to integrate it with Neotel in your business do not hesitate to contact us and we will advise you without any compromise.

What are the advantages of automatic dialling and what does it mean?

Both progressive and predictive dialing offer a number of advantages to businesses. These are just a few of them:

– Greater success in sales: Thanks to the predictive dialer is easier to reach customers more likely to purchase the service or product and therefore increase our sales.

– Optimization of human resources: Thanks to the predictive dialer the company ensures that agents will be talking more time with customers. It eliminates the time previously spent on manual dialing and waiting.

– Effectiveness of calls: First of all because we can remove from the database customers that we know beforehand are not interested in our products and / or receive commercial calls.

There are many advantages of automatic dialling

Progressive Dialing: Less aggressive than predictive dialing and ideal for companies with 20 agents or less. Here, too, the agent does not dial numbers manually and the system detects and discards unanswered and busy phones. So in the end the agents only receive calls when the customer is on the other side of the line.

– Predictive Dialing: This type of dialing generates an algorithm that calculates the volume of calls needed to increase productivity. It is advisable for companies that have more than 20 agents in their call center, since the larger the human team, the more productive this system will be. If it is used in small campaigns, with few employees, we run the risk that the customer picks up the phone and there is no one on the other side of the line. So we’ll miss the call.

 

 

call center software

Call dialing software allows companies to be more productive.

 

predictive dialer

Thanks to automatic launcher systems, call center costs are lowered. And it is obvious that by increasing the productivity of our company we are at the same time lowering the costs in it.

The sending of calls in a company is a task that involves a large investment not only in time but also human resources and money.

 

Private cloud storage now available for call recording

Private cloud storage

Neotel offers users the ability to play and search through all their recordings. All this via an intuitive web panel that the client accesses with his user name and password that he uses for the Neotel application.

Hiring the premium service of Neotel’s virtual call recorder we go from the 2 months of duration that are standard and included in all Neotel plans and for all users, to a service without expiration in the permanence of the recordings.

If your company makes numerous calls and it is important for you to know that you have access to the recordings of the same FOREVER, no doubt you need to hire the premium service of the virtual call recorder.

Now Neotel simply offers more options.

 

The Complete Guide to Understanding Autodial Software

It has been shown that a call launcher is the most efficient for any call center that wants to enhance its work.

Importance of auto dialer software

Having a call launcher for our call center, together with the premium call recorder, is the ultimate kit that every call center wants to have.

Real-time reporting and monitoring

 

premium virtual call recorder

The automatic call launcher helps us to improve our ‘numbers’ in general.

Best Lead Conversion Percentage

Progressive and predictive dialers dramatically improve the talk time of calling agents.

Increased agent talk time

Both progressive and predictive scoreboards save time.

 

call center software

Neotel offers its customers three different types of automatic launchers: robot call, progressive dialer and predictive dialer. For a better understanding of the differences between our call launchers we invite you to contact us now and our customer service department. After the call you will know which of our three solutions is best suited to your needs and those of your company.

Make sure you get the highest level of efficiency possible for your business.

Reduce waiting times with your customers with our dialing solutions.

 

Video Tutorials

Neotel officially publishes today a new playlist with TUTORIAL VIDEO, designed for all our customers. From our company we recommend you to subscribe to it as soon as possible and do not miss any information. There are already many video tutorials in which we are working and will soon be uploaded to our channel and playlist. As a client of Neotel would you like to see a video tutorial in particular? Write us to marketing@neotel2000.com with your request. Thank you

Video Tutorials Neotel

Benefits, features and definition of IVR (interactive voice response technology)

The failure or success of any call center is the responsibility of the agent manager. However, this role does not cease to be played by a real person and, like everyone else, it is feasible to make mistakes. With the entry of the ivr, the agent manager of the call center (and therefore the agents themselves) get a very powerful weapon for their daily work.

Overview of ivr

  • The ivr system can direct the caller to the most appropriate department.
  • This technology can collect information about the caller next to the reason for the call.

Main characteristics of ivr

1. Automated call routing

An ivr system can automatically route a call to the appropriate department or agent. The system is intelligent and is able to, from the answer it hears from the other side of the line, know which department is the most effective to resolve the issue and which agents are busy and which are available.

2. Collecting Call Information

The ivr system can collect information about the caller. It is also able to understand the reasons why this person made the call in the first place.

3. Creating personalized greetings / messages

 

ivr

When using the ivr system the company can record personalized messages to help with the image it wants to give to the outside.

Benefits of using the ivr system

1. Economical service

It reduces the expenses of a company without harming the quality of it. The ivr system saves us personnel. In the end it is a “virtual secretary” for our company, only that we do not need to hire a real person.

These characteristics can reduce the overall personnel expense of a company.

 

2. First call resolution and intelligent routing: better growth and brighter brand image

If a client is able to resolve their query in a first call, it will always improve the image that this client has about our company. When a potential client is able to resolve their issues quickly and easily, without any headaches, this potential client becomes a client. When the same thing happens with an already real client, he becomes a loyal client.

With the ivr system, no time is wasted on calls.

It is possible to make a personal message or greeting before the customer is transferred to the person you need to talk to. This can enhance our brand image as a customer-facing company.

 

3. Higher call volume in less time

With an ivr system the company that uses it is more productive. Its agents avoid having to answer calls that do not lead to anything since this is handled by the ivr system.

Conclusion

With an ivr system companies can save a lot of money on new staff. It also helps us to build loyalty with those customers who are in doubt about whether or not to continue with the service. Convert potential customers into real customers. And real customers into loyal customers. Give a better image about our company. To offer a 24×7 service abroad.

The VoIP switchboard as a solution within the reach of SMEs

The important thing is to be there. Whenever customers need us. IP voice PBX’s are a solution to achieve this and are within the reach of any SME. Here’s how.

For an SME any call is a sales opportunity and should not be missed. This is how our SME can grow progressively. The IP voice switchboard is the best weapon for any SME interested in seeing real growth.

 

centralitas voz ip

The installation of a virtual ip PBX voice means saving time and money for any SME. In any business, telephone customer service reduces the productivity of employees if it is not well implemented. Working with a PBX ip voice is the smartest way for our SMEs to know for sure that we are offering the best quality of customer service possible without harming the productivity of our employees.

To give a good image is something fundamental for any company.

 

Essential features for any inbound call center software solution

It is essential for optimal performance that the following features are included in your call center software.

1. Real-time reporting

This feature allows agents to know data such as customer waiting time and more.

2. Monitoring

The Monitoring module allows the call center administrator to spy on the real time conversations that agents are having with clients. This functionality is very useful to apply improvement techniques a posteriori. In addition, it serves as training for our employees. On the other hand and thanks to the spy and whisper module included in the Monitoring, since the administrator is able to listen to a conversation that is happening at this moment, he can also whisper what he thinks convenient at a given moment to his agent, without the customer on the other side of the line is aware of anything.

The call recording function can record all live calls.

 

3. Built-in CRM

 

ivr interactive voice response

The Neotel PBX comes integrated with a powerful CRM that helps us identify the person calling us. When a call is received in the call center, the agent knows a lot of relevant information about the caller before answering it. This information can include personal data of the client, together with notes of past calls, promos that this client has applied, etc. All this information appears through a pop-up window on the computer screen of the agent receiving the call.

4. IVR

 

virtual pb

The Neotel ivr is 100% customizable and you can add as many levels as you want.

The ivr system allows you to direct the caller to the right department, without wasting their time, being transferred from department to department.