Call center crm and other ways to improve productivity

If you are looking to improve the productivity of your call center service, there are several measures you can implement, most of them technological.

Here we will talk about them, starting with a very mentioned form and is the integration of the crm call center.

About this integration you must keep in mind that it is a solution that will allow your agents to access the information they require and can do it in real time. In addition, this option not only gives access but allows to use this information and all through a single interface.

With the crm call center you can have on hand the information about the profile of the client, its products, among others.

More ways to optimize service

But CRM integration is clearly not the only alternative that can be used to optimize the call center service. In addition to this you can choose:

  • Automated programming.
  • The verification of biometric identity, through IVR, in such a way as to optimize the time that the agents use for tasks of greater relevance, reducing the one that is used to perform administrative tasks.
  • The automation of calls, reducing the time used for manual dialing and eliminating the existence of dialing errors.
  • Integration of key performance indicators or KPI. This can quantify the outcome of the strategy application, making it easier to recognize whether it has been effective or not.
  • The automated attention is also an ideal complement for call center, since the voice recognition used allows to give a management that does not require the intervention of the agents.

Robot Call

In addition to these ways there are others that can be used to increase the productivity of call centers, so do not hesitate to consult us to know them.


Know the advantages of the dialer

Self-vendors are tools that are presented as very efficient solutions for the management of call centers and can greatly relieve the work of agents, so that they can focus on providing other services that require more personalization.

The great contribution to the efficiency of the customer service team is evident, but what not all are clear are the advantages that the dialer presents.

Do you want to know them?


Surely the answer is yes and so here we will present in a timely manner the features that make this tool stand out.

  • It is an automatic tool and is that your entire call process is done without having to interfere in it a person or agent.
  • It is a powerful solution and is that with this tool it is possible to perform simultaneous processes involving hundreds of calls.
  • You must consider that the dialer is a scalable tool and easy to adapt to the communication needs of your company. So you can use it for the automatic making of 20 calls or you can deploy it for a campaign of more than 400 calls.
  • It is an intuitive tool and very simple to use and is that being web-based interface is very easy to manage.

In addition to these advantages that we have mentioned you must take into account that this tool has complete access to the database and also provides usage reports, with which you can have in your favor very revealing data about your campaigns.

Keep in mind that this tool is highly compatible with other solutions and you can not forget that in its entirety the dialing process is done without the intervention of the agents, ie it is developed automatically according to the previously set.


Get to know the functionalities of the voice control unit ip

This type of switchboards stand out for offering a wide range of features. Do you want to know more about them?

Functionality of the voice control unit ip

Depending on the provider chosen you can obtain some or other functionalities, but in general the services of IP voice switches stand out for integrating the following:

  • Call routing. With this functionality, the distribution of the calls according to different variables, such as day, date, time, origin (including country, fixed mobile), origin number and percentage are obtained.
  • Also, the diversions are included in case you can not answer, are busy, after the end of the call and the unmistakable voicemail.
  • The voice control unit ip integrates the limits of calls, maximum time of duration, limits and restrictions for simultaneous calls or according to their origin.
  • Automatic call management allows access to a selection menu according to the destinations, by voice, by keyword voice recognition, natural language as well as automatic surveys when calls are finished.
  • Within its functionalities the recording of calls and its online listening is one of the infaltables.
  • So are the queues, which includes the reminder message, customizable music, output and call back.
  • In addition, we can not fail to mention the Virtual Fax and the functionality of Transfers (direct, assisted and internal).

fax virtual

Finally, advanced IP voice switches often include SMS and email notifications, as well as the conference call option, with no access restrictions.


What does the call recorder have to offer?

Through good call recorder software you can effectively shield the content of the conversations you handle in your call center or contact center.

This tool has a lot to offer and that’s why today we wanted to get in touch with you a little more about it.

Call recording How does it help you?

Through call recording software you can initially make a complete record of the conversations your communications team maintains with your customers. Now, in addition to making the registration this tool is responsible for making an adequate storage of the recording, so that you can search and reproduce it when you need and without major complications.

grabador de llamadas

Now, the call recorder is a very necessary tool today and best of all is that it is very easy to manage, even more so when it is hosted in the cloud.

In addition to these aspects there are other details that stand out in the offer of this recorder. For example:

  • You should keep in mind that this software allows you to configure completely, so that you can adapt it to your needs. Thus, you can configure the format of the file, its labels, you can establish the complete recording or according to the demand, besides allowing you to have a physical location of your recordings.
  • Finally, while this tool has much more to offer you should know that it allows you to store and recover your recordings very easily and intuitively. For this it makes use of contact histories, allowing a search and recovery simple and fast. It also allows you to send and listen to the recording by email.

Advantages of having a good virtual call center system

The advantages that a good system for call center has to give are really many and we would not be able to describe them here. But, so that you know what these systems have to offer here you will find its main advantages.

The system for call center

When we talk about systems for call center we mean the communication systems that are used to enable companies to offer their services of customer service, assistance, support, etc.

Through this system the call center team of a company, its operators, can perform different communication tasks. Among them are the conduct of surveys and the development of telemarketing strategies.

In addition, the system for call center thanks to the different tools it provides is presented in the company as a powerful tool that allows a variety of data. With these data the company can work on improving the experience of customers and can also improve their sales.

fax virtual

It is important to make it very clear that a traditional call center is composed of a variety of elements, both hardware and software, and these are those that require a great investment. That’s why when it comes to thinking about setting up a call center it’s worth considering the virtual call center.

This service will only require:

With this option you should not pay for telephone exchanges, servers or special equipment, since everything is in the cloud and it is the provider that manages it.

Your company with a good system will be able to decentralize the offices and will allow your team to perform an optimized customer service while saving money and obtaining a large number of services such as video call, virtual fax, etc.

VoIP switchboard. IP Telephony. IP voice switches. PBX switchboards

Finally you should know that with these systems you get a flexible, powerful, agile, efficient and economical call center.


Phones in IP telephony

Surely when studying the option of implementing ip telephony within your business or company has raised the question about what are IP phones.

If you want clarity about it, then we’ll talk about them.

Importance of IP Phone in an IP Phone System

When it has been decided to implement an ip telephony system it is essential to be clear that the company needs to use a type of specific terminals known as IP phones.

These phones are also known as VoIP phones, SIP as well as softphones. Be clear that these are just different ways of calling the same device that has been specially designed to perform voice transmission over the internet.

telefonía IP

Now, it is essential to make it clear that you can currently find different IP phones. Among them are the IP phones supported by 3CX.

We should also mention other versions of SIP phones that can be found:

  • For example, we must talk about the software-based virtual phone. This type of telephone presents a program that makes use of a microphone as well as of the speakers of the computer or of the earphones to allow to make or receive the call.
  • On the other hand we find the phone based on hardware, which is presented as a traditional phone, but is connected directly to the data network. In order for this connection to take place, they integrate a mini concentrator.
  • Finally we must talk about the analog phone that uses an ATA adapter to be used with the VOIP telephone system. With this adapter you can use your old phone as if it were a SIP phone.

In any case it is worth bearing in mind that regular SIP phones are presented at very affordable prices today.


Choose the best virtual switchboard

You have chosen the virtual PBX as the communications service option for your company.

If so, when choosing your service you should consider several details that go beyond the experience and reputation of the company providing the service. What are these details?

Desired features in your virtual switchboard

Clearly when choosing your service it is essential that you have clear the needs of your company and according to them choose your service. But, in a general way, we can tell you that there are certain traits that you should not fail to consider:

– Make it a virtual switchboard service that does not require you to invest large amounts of money and you can hire only the time you need. That is, it really is a virtual service, does not require expensive facilities, and that allows you to give up the service when it is pertinent.
– Likewise, you should opt for a switchboard that provides remote assistance, but also allows you to manage it online.
– Clearly, if you want to choose the best switchboard you should opt for the one that presents advanced features without requiring you to perform any installation.
– For example, within the desired functionalities are the call me back service that allows you to request information immediately by means of connection. You can also find the virtual fax or the famous telemarketing survey tools.
– Other well-known tools for conducting advanced telemarketing surveys that are very attractive features and of great benefit to the company are the statistics of the incoming calls as well as the recording of the same ones.

Spy & Whisper Neotel

In reality, the functionalities to choose are many (SPY & Whisper, mobile integration, signaling extensions, verification, queuing positioning, meeting room, etc) and therefore before becoming a virtual switchboard service it will be necessary to be clear what That you need and want to get from the service.


Benefits of VoIP PBX

When opting for the service of the voip switchboard should be clear that this is one of the best investments since it has a service with excellent functionalities, similar to those of the advanced virtual switchboards, but without having to use large amounts of money for that.

Now, depending on the company that provides the service you will be able to find options that require you to comply with periods of permanence, but if the service is really good, you will probably not be required to do so.

Points in favor of the voip switchboard

Considering the above you will surely want to know more about the advantages that this service presents. Among them the most outstanding are the following:

– The VOIP service represented for all the companies a great saving when making use of a switchboard and is that it is not required to spend the money on hardware.
– On the other hand, the services or functionalities are totally controlled by means of control panels very simple to handle. In addition, the advances in this service have allowed to integrate these panels to the smart phones.
– It is important to emphasize that when choosing a voip switchboard with a company of maximum quality you will be able to put together your service with what you really need. Thus, if you require a fax you can access the virtual fax for sending via the internet. If you do not need it simply do not request it.
– On the other hand, common functions such as international numbers are also presented. CMR, automatic redial as well as corporate agenda management.

Finally, it is essential to clarify that the most advanced and requested functions of this service include voicemail, call queuing, call diverting, self-attendance as well as the conference call option.


Improve communication systems with IP Telephony

With the Neotel virtual PBX the voice is transmitted through the Internet. This is called VoIP (Voice over IP). Afterwards, the cloud call center in this same company allows large savings of money, with all the power of a system hosted in the virtual cloud. The virtual switchboards are a service for companies, so that they have the same characteristics of a conventional telephone exchange, only saving large amounts of money.

At Neotel we offer support for all types of communications over the Internet, being specialized in Ip Telephony and Voice over IP (VoIP). Many companies around the world use Neotel’s virtual switchboard and call center software, and save money every day thanks to this.

IP Telephony services typically include features such as repeat and return calls, call transfer service, call waiting services and caller ID.

Through IP Telephony a user can make calls from any point with an Internet connection. Because this communication system transmits the voice through the Network, it is the ISP (Internet Service Provider) service itself that is in charge of the management of the whole system. Which means less headaches for the user.

Economically, a call through IP Telephony is always cheaper than a traditional call. This is because it uses the same Network for voice and data transmission.

Telefonía IP

Today the vast majority of companies use IP Telephony for their communications. And also for internal communications within the company. Now these two worlds, the one of the transmission of voice and the transmission of data, are unified.

Potential Advantages of an IP Telephony System

Integrating voice and data in a unified way through an IP protocol, IP Voice, is without a doubt the way to go and where to look.


Save on your international calls with Secure VoIP Telephony

In a short time the use of voip telephony will eliminate the need for booths and physical telephone exchanges.

As far as the cost of voip telephony is concerned, operators offer different options. Operators like Neotel offer great rates but also offer phones from multiple countries.

At the same time the advance of telephony has given voip telephony with greater security. Communications are now more secure thanks to secure encryption systems.

Calls are safer

In times of crisis this system of telephony allows great savings compared to the old conventional telephone systems in terms of local and international calls. Technological development has favored the adoption of VoIP telephony. Broadband connections have helped to significantly improve call quality. In fact many companies use VoIP telephony to contact their customers.

Telefonía VoIP

Costs are reduced with VoIP telephony

With VoIP telephony you can get international calls at very low cost through the necessary software and via the Internet.


The ip telephony is a method of Internet voice transmission that supposes great savings of money to those who use it. Our system will be able to transform our voice into data and transmit this through the Internet to the target person.