The positive psychological impact of IVR on customers

The virtual switchboard is much more than a tool for the call center. And definitely, this type of department has a very important impact on the company’s image. Having customer service tools has, above all, the intention of promoting the good image of a company, as well as the approaches with the users. In this order of ideas, the IVR plays an important role. There is a lot of talk about the ability of IVRs to generate automated solutions. That is, through them, customers can solve some problems on their own. Their ability to disseminate advertisements of any kind is also fundamental. But beyond all these functions, which are true, the IVR has an impact on the customers who call the company.

IVR: Introducing the customer

ivr interactive voice response

To begin with, the IVR is an interactive voice response system used in the most prestigious call centers in the world. Basically, this tool is the one that asks us for personal data and directs us through the telephone options when we make commercial calls. It would appear to be a simple operator, but everything in this mechanism is designed to improve the customer experience. The IVR interactive voice response allows users to be introduced to customer service. Therefore, its structure allows the introduction of voice messages and recordings. Each company must create its own institutional welcome messages, consistent with the company’s mission, vision and other corporate identity elements. This introductory message alone has a very positive effect on callers. If the message is well recorded, directed and edited, the right thing to do is to generate a good feeling in the user. Although calling a call center may not always be a pleasant chore, a good greeting can noticeably calm the customer. The intelligent use of voices is usually fundamental to achieve this effect, because it will allow users to feel that soon their doubt or problem will be solved. If the caller becomes tense when calling, this part of the call should calm him down a bit.

IVR facilitates call queuing

One of the reasons why IVR technology is so widely used in the business world is because it makes customers feel less stress during the wait. Some call centers are really congested and even if we don’t realize it, we often wait longer than we think. Precisely, this happens because the interactive voice response system is distracting, with messages that are also attractive to the ear. Internally, every call center has queues of waiting callers. These are customers who are waiting for a telemarketer to answer them. Sometimes, these queues can be very long, but the IVR is busy with each user, communicating the greeting, guiding them through the options, transmitting some advertising and all this allows the agents to save time. The best part is that customers don’t notice this, so it’s a fairly seamless process. Every message should be aimed at distracting and keeping the customer in a good mood. Even if it is a telemarketing survey, a welcome or an advertisement, the right thing to do is to evoke reassurance. The IVR interactive voice response also plays a dosing role in case users feel any discomfort. This will also help to improve the telemarketer’s management, especially if it is complicated.

Our IP PBX has a highly adaptive IVR

Neotel’s IP PBX is one of the most innovative and advanced in the market. Of course, we also provide companies with an easy-to-configure and versatile IVR system for any type of business activity. Our interactive voice response system even allows the addition of telemarketing surveys, key to creating strategies. 20 years of experience and hundreds of contracts from companies all over the world accredit Neotel in the business communication business. Our software is one of the most stable, modern and easy to use. The best thing is that it has several useful applications for marketing, as well as for other vital tasks within a company. Undoubtedly, having an IP PBX with a guaranteed IVR is something positive for any type of enterprise. Contact us, in case you want to purchase any of our products.

Cloud-based video calling for enterprises: Better than the phone

2020 was the definitive year to internalize the use of cloud-based video calling by the world’s population. The pandemic meant a shift away from the family and work environment that could only be balanced by video calling implements. Today, the impact of this technology is no longer perceived as an emergency solution, but as part of our daily habits.

Undoubtedly, mankind has taken the definitive leap to progressively dispense with voice calls. In the meantime, many data indicate that at the enterprise level, video calling and video conferencing in the cloud are perceived as much more effective communication mechanisms from multiple perspectives. Both customer service and internal work have benefited immeasurably. Likewise, marketing has evolved thanks to this new communication tool.

Positive perception within companies

video calling and videoconferencing in the cloud

According to a recent Forbes Insights report, more than 60% of business executives believe that video calling has had a positive impact on business communication. Not only do they consider its potential advantages, but there is also a clear preference when compared to the use of telephone calls. In many institutions and companies, this resource is already part of everyday life.

According to the report, video calls in the cloud improve many aspects of business work. Internal work is improved when orders or action plans need to be extended. A better relationship between customers and company employees is also assessed. It is also believed that the use of this type of communication allows to optimize resources considerably.

In addition, the world’s largest companies are evolving at the sales level thanks to video calling in the cloud. Companies are already seeing the possibility of increasing revenues through the use of this type of application. As a result, an increasingly attractive concept for private initiatives is beginning to appear: hybrid sales.

Video calls are ideal for hybrid sales

Hybrid selling is nothing more than a concept that invites to integrate the process of selling to various technologies. Specifically, this practice suggests addressing both telemarketing and the new Internet tools. Before the Internet, distance sales were mostly made by telephone. Subsequently, with the rise of social networks, the telephone was largely abandoned and all efforts began to be invested in cyberspace.

Now marketing aims to use both resources equally, in order to achieve more sales. For the proponents of this vision, the video call in the cloud is an ideal element for the activity of selling. In fact, this trend indicates that companies should not video call their customers only as an emergency solution. The idea is to normalize this type of contact, until it in itself promotes commercial exchange.

The video call has the advantage of bringing a certain presentiality over long distances. This is advantageous, because neither the customer nor the seller has to leave home. And since both see each other’s faces, empathy and emotional connection are more easily achieved. This also fosters a state of trust that is often the trigger for countless sales and successful, long-lasting business relationships.

At Neotel we have a module for video calling in the cloud.

Of course, it is not the same to make a videoconference in the cloud using a social network, than with a business module. At Neotel we offer the WebRTC Line service and an institutional digital environment to make video calls. Seeing that the company has its own implements for communication, the customer will understand that he is talking to professionals and that there is a serious business structure. In fact, this also strengthens trust.

To get the cloud video call and video conferencing module, you only need to pay for the basic virtual PBX service. Otherwise, this and other add-ons are completely free of charge. And if you still do not know what to choose between physical or virtual PBX, the truth is that the latter does not require complicated installations or large investments. Everything is managed from the Internet and the cost of the software is cheap, adjusting to the needs of each entrepreneur. If you are interested, contact us.

Mobile PBX: useful for telemarketers and executives

The cloud PBX is no longer a call center implement. Today, it is more of a support for business communication that should not be dispensed with. In fact, this type of system can now also be used on devices outside the office, such as smartphones, for example. This is precisely the function of the mobile PBX, an application that can be useful for different functions within any company.

Although it seems that this type of implement is not necessary outside the office, having it is advantageous. Its installation is equivalent to having the virtual switchboard in the comfort of a cell phone. And with this, the worker or the employer has professional tools for communication.

What is the mobile switchboard?

mobile pbx

Mobile PBX is basically a virtual PBX for cell phones. Actually, this is a program designed to handle some of the basic functions of call center software on the cell phone. Any employee or executive who has it will be able to answer and make calls in a professional manner. The latter is important to maintain the good image and institutionality of any business.

It would seem that this type of implement is not necessary nowadays. Certainly, today’s smartphones can connect to the Internet and do many things with ease. However, some elements of the cloud PBX are unrepeatable, necessary and can only be used if we are connected to the software. A clear example of this is the ability to put a call on hold.

When a worker has the option to place a call on hold, it projects an image of formality. It is worth noting that, when using this function, institutional audios are heard, giving the company a sense of formality. What the mobile PBX facilitates, is that the same formal and professional aura that the system allows through the call center, can be achieved from a smartphone. In this way, even those workers who are away from the facilities will be able to maintain the institutional image.

Professionalism outside the office

A call center has all the tools of the PBX in the cloud to provide professional customer service. Through the mobile PBX, any company employee can ensure the same, even when away from the premises. Functions such as placing a call on hold or muting can be activated with simple codes from the smartphone’s numeric keypad.

From this, an executive who is on a business trip can manage phone calls as if he were inside the company. This gives greater credibility and formality to companies, no matter where their employees are. For this reason, it is a complement that even managers and other decision-makers can also take advantage of on their executive phones.

On the other hand, the mobile PBX allows telephone operators to answer calls even outside the office.  This is a possibility that is very useful at the present time, given the pandemic. It is worth noting that both companies and professionals are increasingly inclined to work remotely. In this universe, being able to manage the call center software from a cell phone is a very intelligent work solution.

At Neotel we give you the mobile switchboard for free.

In general, the virtual PBX for mobiles is usually sold as a separate software or add-on. At Neotel, we guarantee our customers to obtain this extension at no additional cost. This means that any company or entrepreneur who contracts our software will automatically have this implementation for their workers without paying anything. No special SIM card installations or complicated processes will be required.

Neotel takes care of all the technical part and enables the assigned teleoperators or executives with access to the software. Take advantage of our virtual PBX offer, with the best plans, free implements and a service adapted to the needs and availability of each entrepreneur. Undoubtedly, this type of system improves communication, making it cheaper and allowing the use of additional tools for marketing and customer service.

Contact us in case you are interested in the service and would like us to answer any questions.

The benefits of using a call recorder in the enterprise

The call recorder has become an essential part of every fully-fledged company. Today, there are not many professional call centers that do not use this function. Beyond its legality, which is a fact if done correctly, this practice is an excellent means of resolving conflicts with customers.

The call recorder has become a great problem solver. To be even more precise, it is a tool for work control and conflict resolution. Listening to a recorded call, when faced with a customer’s problem, is an input that allows to bring the business relationship to a successful conclusion. Every day, companies use this complement of the PBX in the cloud to speed up the management of specific problems.

Better handling of problematic cases

Those who have worked in a call center, either as telemarketers or coordinators, know that some cases become emblematic. For example, a customer with a very serious problem that is not solved quickly may call numerous times, make complaints and generate a climate of annoyance throughout the department. It is precisely in these cases that the call recorder can be indispensable.

In principle, because going back to the call log will allow the company’s representatives to better understand what has happened with this type of customer. It is likely that, in a first call, this user had a problem with the handling of his request, or that the operator who attended him did not treat his case well. For sure, making a report incorrectly can cause problems in the system, in the processes and delay the resolution.

In any case, going back to the first contacts made by a customer can give us clues as to what has happened. For example, it may be that call center operators are dealing with a customer with some kind of mental condition, in which case, identifying it could help in resolving the conflict. In fact, each call that comes into a call center is totally unique and different, so information is required to deal with each situation. Precisely, the call recorder allows to obtain data to delve into these difficult cases.

Call Recorder: Auditing the service

The call recorder can also be used to monitor the performance of call center operators. In fact, some cases of customers with problematic cases are generated due to poor management by the operator, or even inadequate treatment. In practice, recorded calls are implemented by large companies to grade the work of their employees.

Those companies that are starting their contact center should know that it is essential to periodically verify the performance of their telephone agents. Precisely, the call recorder is used to review how each teleoperator attends to users. In this way, it is also possible to know which are the most reliable employees and which perhaps take the job lightly.

In addition, Neotel’s cloud PBX offers entrepreneurs the spy and whisper function. With this tool, a supervisor can listen in real time to the call of a telemarketer and even help him, in case of facing a difficult management with an impatient customer. This tool is also ideal for guiding tele-operators who are very new to the company. It is important to remember that a company’s reputation is built above all on the quality of its customer service.

Neotel’s Cloud PBX: With high-performance call recorder

If there is one thing that characterizes Neotel’s cloud PBX, it is its excellent call recorder. Our recording module is very easy to use and allows you to listen to every call that comes into the company very easily. In addition, this implement has spy and whisper function, as well as third party verification. This last application is essential for sales or service contracting done over the phone.

The call recorder is part of the basic service of the cloud PBX. However, we also have a premium call recorder designed for larger companies. In this case, for an additional charge, we guarantee a space of 1 terabyte to those entrepreneurs who request it. This is like having a storage space equivalent to two years of conversations. At Neotel we offer the best callcenter tools available in the market.

Telemarketing surveys: A better way to obtain information for companies

There is currently a whole debate about how companies obtain customer information. There is a lot of talk about the sale of data, big data, social networks and consumer protection laws. It should be noted that there are economical, legal and very effective ways of knowing what the consumer needs and that can be managed from the company itself. Probably the most effective are telemarketing surveys.

In fact, it is surprising to know that firms that sell information to other companies get it through this type of implement. For this reason, it is important to know how the search for these data of potential consumers is carried out nowadays. In addition, we will also explain how any entrepreneur can obtain this flow of commercially useful information on their own.

How are companies obtaining commercial information?

First of all, it is important to note that commercial information is usually the information that every company needs to carry out its commercial strategies. This involves knowing, for example, the preferences of groups of consumers to whom a product or service is to be offered. Basically, there are two types of relevant information: personal data and possible preferences. This is how data leads are configured.

A data lead is nothing more than a personal profile with verified data and commercial information. In Spain, obtaining a single profile of this type can cost between two and up to 15 euros. There are companies that even make survey forms and illegally sell consumer data. This seems an expensive investment, considering that, in order to carry out commercial strategies or campaigns, at least thousands of profiles are needed.

However, companies have in the call center software a solution to get their own commercial information. This is telemarketing surveys, which are more effective, secure and legal, understanding that they are also carried out by customers. Thanks to Neotel’s virtual switchboard, any entrepreneur or company can carry them out from their own business telephone line.

Telemarketing Surveys: Make them from the IVR

Neotel’s call center software has an innovative telemarketing survey module. In fact, our system allows you to configure an IVR whose structure contains the possibility of asking questions to customers who call your company’s number. In other words, by having our virtual switchboard, any business acquires the possibility of including surveys that customers will answer when they call the company.

Our company also has a CRM software, which allows to capture basic customer data when they make a call. The IVR, or interactive voice response, asks the customer for the data and this can be displayed by the teleoperator and even saved in the database. In summary, the IVR, telemarketing surveys and CRM together form a system for capturing information of commercial interest.

In fact, these modules could be used to generate the famous data leads, with personal information as well as other data. By means of telemarketing surveys it is possible to consult tastes, product preferences, proposed potentials and to carry out practically any opinion study for commercial purposes. In a few words, any enterprise can be self-supplied with the necessary information to create new products and effective strategies.

Using telemarketing surveys is very simple

Introducing telemarketing surveys to the IVR is very simple. The important thing is to program a structure in the system that allows the introduction of survey locutions. In fact, our virtual PBX allows you to enter both the questions and the options to be used by the users who call the call center. This means that your customers will be able to answer any type of question they are asked, very quickly and by simply pressing the numeric keypad.

To be sure, many consulting companies that sell information use this same method. Surveys are often the basis for much of the information that many companies are now buying at very high prices. Why buy this data when you can get it first hand for much less. The best thing about our telemarketing survey module is that it is free for companies that contract our call center software.

At Neotel we have several plans so that virtually any entrepreneur can enjoy the benefits of our software. The features of the virtual PBX we offer are really functional. Our program is innovative, easy to use, stable and with many modules that will facilitate the work of marketing. If you want to have a professional IP telephony service for businesses, contact us.

What does IVR do for your business?

Some entrepreneurs still do not internalize the real scope of hiring a virtual PBX VoIP service. To be sure, this is a software with many solutions to multiple business problems. The most successful companies offer excellent communication to their users thanks to the use of this tool. Precisely, one of its most interesting and useful parts is the IVR. The IVR is basically the interactive voice response system. Right now this name sounds a bit complex, but everyone who has ever called a call center has come across it. When someone calls the bank, or the telephone operator, you always hear a system that asks each customer for their details. This is basically the IVR. Discovering the IVR: useful for any business The IVR fulfills a series of very useful functions that we often ignore. As customers, we know that it is an automated system that asks for our data and provides it to the company’s telemarketers. But beyond this function, which in itself is important, this module facilitates the communication flow of companies. Having an IVR service, which is part of the VoIP virtual PBX service, means having an ally in marketing, customer service and a call center manager. Added to this, the interactive voice response system is also an implement that allows companies to obtain information from their customers. The latter goes far beyond requesting the ID number during the call, and can be key in obtaining data of commercial interest. In short, the IVR is involved in every fragment of the companies’ business communication. It looks like a simple operator that leads customers through a menu of telephone options, but it is much more than that. In fact, this is one of the modules that fulfills the most functions within the virtual PBX software. It is a tool that generates benefits to any type of company or enterprise. IVR: An element that guarantees business professionalism The IVR is an element that distinguishes the largest and most serious companies from the rest. When listening to it, any customer unconsciously understands that he/she is talking to a professional company. This is something that even new entrepreneurs can use if they are just starting their business. Having this type of tool on a business phone line guarantees a good image. This technological implement formalizes communications for any type of business. It does not matter if it is a family business or a company without physical offices. Listening to it, it is understood that there is an almost unquestionable business atmosphere and this can be very helpful. It is in the best interest of any company, no matter how small or large, to project this kind of image. This is an association that is supported by thousands of large and prestigious companies that have this module. The IVR is already in the imaginary as a symbol of large companies. It should be noted that this automated system not only gives a formal aura to any business, but it is also an excellent space for advertising. There is a lot of important commercial information that can be transmitted through this automated implement. Market and build brand with the IVR The IVR is a fairly open system because its structure involves the placement of recorded voiceovers. Of course, this also allows you to incorporate other types of recordings such as greetings, slogans, promotions and much more. Basically, this module can be understood as an advertising space that can be used for any campaign. In addition to this, the interactive voice response system is often a branding element. That is why large companies use it to mention the company name and disclose elements of their image. The best thing is that voiceovers can be made with announcers to improve the introduction to the call center. Special promotions, contests, offers and new products can be added to this system. The IVR performs many tasks, not to mention its natural function of improving the flow of calls to the call center. This implementation alone explains how important it is to have a virtual IP voice PBX. Neotel has the best virtual PBX voice IP Neotel’s software not only has an advanced and versatile IVR to place even telemarketing surveys. It also offers additional modules that facilitate the various tasks performed in the call center. Some of them, such as the predictive dialer, are ideal for improving outbound calls. This is just the beginning of this business communications manager. If you are interested, please contact us.

Video call in the cloud: a new way to serve customers

A new type of customer service is emerging within the world’s most prestigious companies. It is video calling in the cloud and it is revolutionizing the way in which people perceive their companies. This type of communication is more direct, functional, economical and generates consumer confidence, something that companies see as the perfect breeding ground for generating business opportunities and competitiveness.

Customer service phone calls are still perceived as a useful business resource. However, video calls are already beginning to be evaluated as a promise of good treatment, reliability and simplicity in resolving customer problems. All that has happened during the pandemic and the projections of a virtual reality-connected world are pushing the balance toward these new business communication formats.

What does enterprise cloud video calling look like?

Making video calls in the cloud for business purposes is still being explored. However, the difficulties of the COVID 19 pandemic have revealed a myriad of uses for this real-time communication format. The greatest example of this was the adaptation that the world’s educational systems experienced, moving from face-to-face classes to videoconferencing meetings in the cloud.

Thanks to cloud-based videoconferencing systems, the education of children and adolescents was able to continue, in a large part of the world. Although the adaptation presented significant difficulties for parents, students and teachers, with the passage of time the objective of maintaining the pace of activities was achieved. Similarly, many independent professionals were able to use this resource to keep their productivity out of harm’s way.

Today, many companies are considering standardizing the use of cloud-based video calling applications to facilitate better customer service and marketing campaigns. Undoubtedly, this is a step that the most innovative private initiatives are taking. These tools are going from having a circumstantial use, to having a considerable attraction for entrepreneurs.

What can video calling in the cloud be used for?

Over the last few decades, cloud video conferencing technology has been well appreciated internally in companies. According to some consultations, up to 80% of workers understand that this communication format is useful for holding work meetings. Of course, its application in the commercial area is also well received, although it is still at an experimental stage.

Customer service is precisely one of the business activities that would benefit from its application. For example, if a user calls a company to solve a technical problem concerning a product or service, it will be much easier to give directions via a video call in the cloud, rather than via a traditional phone call. The fact that users can see and not just hear the explanations of a telemarketer makes everything easier.

In addition, the video call solves the problem of teleoperator efficiency. Under the voice call format, a telemarketer may be more likely to be inefficient, because the customer cannot interpret his body language, or see the management. However, this changes drastically with video calls.

The virtual switchboard is becoming essential

Companies should not settle for commercial cloud-based video calling platforms. These, although they have allowed to get out of trouble, are expensive and do not allow total formality. It is much better to hire the virtual PBX service, which allows the entrepreneur to have his own environment for making video calls in the cloud. At Neotel, we have a very practical, stable service that does not require any installation.

The advantages of a virtual PBX over a conventional PBX are considerable. To begin with, the latter are intended only for call centers, while the former can be used to support any type of business communication, regardless of the function to be performed. In addition, supporting a physical PBX implies a very large investment in maintenance and equipment. On the contrary, hiring a software hosted in the cloud is much cheaper, to the point that any entrepreneur could do it.

Neotel’s virtual PBX has functional applications for cloud-based video calling and video conferencing. In this way, it will be much easier to offer video calls to your customers with the necessary formality. The price of the call center software is cheap and will depend on the add-ons required by each company. However, we have different plans so that any entrepreneur can take advantage of this tool… Contact us!

Mobile pbx: Why have one?

The virtual switchboard allows to control the communications of an entire company and to develop very effective marketing campaigns. This program has developed so much that it has left the call center salts, to become an absolute business reference, in all the tasks to be performed. An example of this is the mobile switchboard, a complementary module that allows the software to be carried on any smartphone.

Basically, you can now have all the basic functions of a virtual PBX on your smartphone thanks to this add-on. Of course, some questions arise when talking about this module. For example… How useful can it be to have the PBX on a smartphone? Aren’t some of these features, common in today’s cell phones?

What is the mobile PBX?

In the past, we used to associate virtual PBX with call center rooms. However, this type of software evolved to expand its range of action. As it became more and more necessary for different business tasks, new possibilities for its operation were created. This led to the creation of the mobile PBX, an application that allows a company’s employees to use the software from a cell phone, wherever they are.

To use the mobile PBX, a series of codes are assigned to manage calls. That is, with different simple codes, you can transfer the call, put it on hold, mute it and perform other similar functions. It is practically like having the virtual PBX software in the palm of your hand.

It would seem that this is just another add-on, but the truth is that it could be very useful. It could even be a solution for many companies and during certain situations or circumstances. The possibilities of the mobile PBX are considerable and even more so in today’s world.

Same professionalism regardless of distance

Probably the greatest benefit of the mobile PBX is that it allows you to enjoy the call center software without being inside it. Usually, one can imagine that when calling a company, its tele-operators will attend with the formality and resources that characterize them, only from their usual facilities and equipment. However, with this special module it is possible to guarantee a high quality telephone service, with the usual formality, but from anywhere.

By contracting a virtual switchboard, the formality guaranteed by an IVR and the functionalities for telephone answering are achieved. Thanks to the mobile PBX, a teleoperator can answer or make calls from a smartphone and have all the identifying and professional elements that make customers feel that they are working with a professional company. This is the most important aspect of this tool.

From here, any company can be made to operate even when those who give life to it are out of the offices. This is precisely the usefulness of the mobile PBX, which is very well suited to today’s work trends.

Cases in which the mobile PBX is essential

Undoubtedly, one of the great advantages of a virtual PBX is that it connects employees of the same company, no matter where they are. It connects them both with the company and with its customers, who are the priority in every job. For example, if an employee is traveling, even if he is far from the office, he will be able to make business phone calls without any problems from his own cell phone.

Similarly, this type of complement is ideal for companies that hire personnel abroad. From the mobile switchboard, any person in the world can work as a teleoperator of a company located in Spain, or any other country. It does not matter if the hired person has a computer or not, as he/she will be able to operate normally from this module.

Freelancers can also use it to answer calls from their cell phones. To do so, they only need to contract the virtual PBX and use this module. In this way, they ensure a professional service that can be carried out using a smartphone. This possibility is important, understanding the positive impact that remote work has had on many companies globally.

At Neotel we offer the best virtual switchboard

In the market there are many programs to make calls in call centers. However, it is important to find the most innovative and easy to use at the same time. At Neotel we have the most stable software, with the best modules and the latest features. In addition, over time we continue to incorporate updates to our program, keeping only what works perfectly.

If you need a virtual PBX, contact us, we have the best cost-benefit ratio in the virtual PBX market. The advantages of a virtual PBX are many and even more when it is of high performance. Undoubtedly, an investment that any type of company should make.

Reasons why companies use a call recorder

Having a contact center software is vital to adopt IP telephony and develop effective marketing campaigns. However, there is another compelling reason why many companies are hiring this type of service: the call recorder. The current business climate has made visible the business need to record at least all calls of a commercial nature. To tell the truth, recording commercial calls is nowadays more than necessary. Sometimes, the same laws force business owners to take this type of backup, at least for a certain period of time. Be that as it may, the call recorder has become a lifesaver for many companies in the face of government requirements and problematic consumers. Here are a few reasons why this module of the virtual PBX is so important.

To record a purchase of a product or service

premium virtual call recorder

Remote purchases are an increasingly common reality. However, even now, many companies continue to receive complaints and denunciations from customers for unauthorized purchases of products and services. Sometimes this is because the consumer does not remember having authorized the purchase, because he/she did not understand the conditions, or simply because he/she wanted to back out. In any case, recording the calls in which purchases of products and services are established allows to clarify the panorama in these cases. If the customer makes a claim or complaint to the consumer protection authorities, the recording is the best way to prove that there was no mistake on the part of the company. Therefore, it is essential to keep a backup of the commercial calls, at least for a while, and this is done with a call recorder. In case of an overcharge claim or unauthorized purchase, the call recorder can always be used by the teleoperator. Generally, what is done is that the system is checked on the day the purchase was agreed and the recording of the conversation is reviewed.

It allows to review failures in the attention of claims.

Another of the most frequently reported incidents in service companies are unresolved claims. This happens a lot with banks, when unduly debited amounts are recorded, or with insurance companies. However, any company offering a service usually has this type of scenario. In fact, some of these cases tend to be complicated by poor management of the teleoperator, or by problems within the system. When a customer complains about a previously made claim that has not been attended, it can be very useful to review the call recorder. This way you can verify if indeed the customer reported a failure and also if the teleoperator who attended him on that occasion, made the report properly. Everything is recorded in the contact center software, which is an interconnected system that records everything. Companies that use a database or CRM benefit a lot from a call recorder. In case there is no data, action or report recorded in the system, you can always resort to call logging. It should be noted that checking the recordings or the system also allows to know if it was the teleoperator who did not act correctly.

Call recorder enables monitoring of telemarketers

In addition to being a tool that allows companies to cover their backs, the call recorder also helps to verify that the service provided is correct. Any company that has a call center or a group of commercial call handlers must have mechanisms to verify the work of its teleoperators. In fact, the best way to do this is by evaluating recorded commercial conversations. If, for example, a telemarketer made a request incorrectly, the company can take action to offer a solution to a dissatisfied customer. The recording will always allow to know what is happening with the customer service efforts. In Neotel we have one of the most innovative contact center software, easy to use and with a call recorder of excellent performance. Our panel allows you to review the back up very easily, go back and forward in the call, among other things. For those companies that want really extensive records we have the premium call recorder. The capacity of this is one terabyte, which ensures up to two years of uninterrupted recordings. The advantages of the virtual PBX are innumerable and its add-on modules are amazing for business growth. If you need to make a backup of the commercial calls that come to your company, contact us.

Robot call: Use “robots” to communicate with your customers

There is a great debate about the use of robotics in the different tasks that have been performed by human beings up to now. Talking about robots seems to be an expensive, futuristic and, moreover, harmful to people’s work. To tell the truth, this is far from reality and an example of this is the robot call. A very simple application of automation, economical, of the present and, moreover, functional.

Many robotics applications are already being used without us even realizing it. For example, some of the things we do on a computer involve some level of automation. Similarly, as consumers and business customers we are also served by such applications. Now, we must first understand what a robot call is.

What is a robot call?

robot call

The robot call is an automated system that allows companies to send calls with voicemail messages to customers. To tell the truth, it is called this way because of the robotized voice that gives the message when users answer the call. It should be noted that this is the least robotic part.

Certainly, the robot call is an automated application and this makes it enter to some extent within the field of robotics. It should be remembered that automation implies performing tasks by means of systems that are controlled autonomously. Precisely, this application found in our virtual switchboard software, performs an automatic task: to launch calls with recorded messages.

We have all heard at some time in our lives a business message transmitted thanks to a robot call. For example, when a telephone company launches a recorded call with billing and cut-off date, we are in the presence of this implement. It is precisely this that is done in an automated way.

How does the robot call work?

The robot call is a module of the virtual PBX software, i.e. a program that can be operated from a simple computer. Almost all applications of this type work in a similar way: the message to be voiced is written, a list of telephone numbers is programmed and the system takes care of launching the calls in an automated way. All this is done in a very short time and the reach of this implementation is massive.

Some programs can be very complicated despite their high cost. At Neotel, we offer this application with a very easy to use interface. To tell the truth, automated applications applied to businesses should not be so difficult to operate. Of course, the robot call is a useful application that handles a very simple level of automation.

Robot call is basically a call launcher and, in fact, has the same operation. Only instead of launching calls that will be addressed by telemarketers, they have a recorded message that is voiced by a robotic voice. The best thing is that this is a very effective telemarketing medium that is accepted by customers.

The robot call is not perceived as “annoying”.

When people hear the word telemarketing, they usually picture telemarketers calling to sell. While there are many lines of business that operate this way and it works, there are others in which this type of call might be considered “annoying” by some customers. In contrast, robot call messages are generally well received by most consumers.

In plain words, robot calls are not perceived by customers as telemarketing actions, although they are in fact telemarketing actions. This good perception is evidence of the ability of this application to successfully disseminate business messages. Companies that use this technology tend to enjoy a good perception by their customers and users, because this type of communication is not considered annoying.

It could be said that the robot call is among the most popular telemarketing tools among customers. Like bulk SMS, this is an efficient advertising medium that many consumers are open to. Its immediacy and the shortness of its messages are really advantageous features. This is a good reason to start working with this telemarketing software module.

With Neotel you can automate business communications

Automation and robotics applied to business are increasingly necessary innovations. Some of their applications are very basic and simple to operate. Rather than eliminating jobs, these are tools that make the work of telemarketers, salespeople and those in charge of the commercial activity of companies more efficient.

Implements such as the call robot and other call launchers are very easy to use automations. The result of their implementation is the possibility of carrying out massive campaigns of divulgation, sales, offers and any other type of activity related to marketing. At Neotel, we adapt some of these modules to our virtual PBX software so that you can help your company achieve more sales. Contact us in case you are interested.