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.

Service companies require predictive dialer

Service companies must focus efforts and resources on communication with their customers. Whether the company is large or small, new or experienced, the call center is simply necessary. Both the call center and the outbound department will be indispensable. In the case of the latter, the best way to increase telemarketer productivity is through predictive dialer.

Service companies need to make outbound calls en masse for multiple reasons. One might think that telemarketing is their only reason. However, most of these companies have many other jobs that involve calling their customers in order to be developed. With this in mind, it is essential to look for ways to improve productivity and the predictive dialer is probably the most efficient of them all.

What is the predictive dialer?

In the most efficient outbound call departments, progressive call launchers are often used. These are systems that perform the dialing automatically, so that productivity does not depend on telemarketers. This type of dialer is known as a predictive dialer.

predictive dialer

The predictive dialer owes its name to the predictive operation that characterizes its system. Dialing is performed when the application senses that an operator should be available to attend a customer. Better yet, this dialer acts in such a way that it seeks to increase productivity within the department, i.e., more calls are launched and answered by the operators on the floor.

The predictive dialer is ideal for service companies because they tend to have a considerable call volume. The larger a company’s phone lists are, the more necessary the implementation of these predictive campaigns will be. In the case of very small departments, a call center progressive dialer can be implemented.

What is the progressive dialer?

The progressive dialer is another type of dialer in a call center. Basically, there are different types of dialers and this one behaves a little differently from the predictive one. Instead of predicting when the operators will be free to attend the customer, it launches the calls progressively, every so often.

The progressive dialer is a type of call launcher that works very well for departments with a low volume of work. For example, a very new service company can use this system to offer its services via telephone call. It is also useful to have this application when the company is dedicated to very exclusive services, with a really small client list.

The important thing to know is that the most important types of dialing in a call center are predictive and progressive. These systems facilitate the work of outbound departments enormously. In general, human operators get tired and even more so when obtaining a sale is difficult. In these cases, the best thing to do is to have a machine launch the calls, and that is what dialers do.

Telemarketing software: business communication for growth

The progressive and predictive dialer are modules found in some telemarketing software today. In the case of Neotel’s software, this is an add-on that can be added to the basic functionality of the virtual PBX. Many of our customers with outbound calling departments implement these systems to make their campaigns much more efficient, no matter what they are. Call launchers are used to increase the volume of business calls in order to:

Improve telemarketing campaigns.
Perform collection tasks.
Deliver products, services and offers to customers.
Billing reminders.
Direct telephone surveys.
Any other type of outbound calling campaign

Of course, the predictive dialer is just one of the additional modules of our virtual switchboard service. This type of software, oriented to customer service and marketing, has many useful tools for any type of company. It is worth mentioning that our software is one of the most innovative and advanced in the market. At Neotel, we have 20 years of experience in the field of business communication.

At Neotel we have the best plans for you to enjoy the advantages of the virtual PBX service. You do not need a large investment to have such useful tools as call launchers. If you are interested in this technological solution, you can contact us.

Progressive dialer: Call your customers and speed up your commercial activity

Today’s businesses must have call centers to keep in touch with consumers. It is also important to have a group of telemarketers who make outgoing calls. The latter is useful for telemarketing, but also for dealing with certain commercial activity and collection tasks. Companies that are just starting their call center will find a great ally in the progressive dialer.

Companies that offer services usually need this type of department even more. It should be noted that, in principle, a large call center room is not necessary. By hiring a virtual switchboard, a very efficient and integrated service can be generated.

Progressive scoreboard: What is it about?

progressive dialer

Businesses that work with outbound call departments understand that maintaining a high contact flow is important. The higher the call volume, the higher the chances of achieving the stated objectives. This is a maxim of this type of call center. Unfortunately, leaving the action of calling up to human beings is often a problem to maintain high productivity in this type of campaign.

To avoid this, call launchers, automated systems that perform the task of calling intelligently, were created. By incorporating them, the human operator is simply in charge of talking to the customers, in case they answer the business call. Precisely, the progressive dialer is a launcher characterized by the progressive dialing of calls.

It should be noted that this type of dialer is ideal for small companies or those with a small call volume. By having not so large contact lists or small campaigns, progressive dialers allow you to get the job done with the necessary efficiency. Undoubtedly, this is the best way to start building call center departments.

There are several types of dialing in a call center

The progressive dialer is just one of the types of call center dialing that exist. For example, call centers of large companies usually use the predictive dialer. This has a much more complex system that allows to predict when an operator is free to answer a call launched from the company itself. Its job is to make the outbound department more efficient every day.

Predictive campaigns work best when the volume of work is large. Typically, this type of campaign is broad and has much more ambitious goals. For example, a bank or an insurance agency is likely to use this type of marker and not the progressive one. In fact, a progressive call center dialer would not be able to adequately handle the volume of a large company, which needs to make many calls per day.

The progressive and predictive dialer must therefore be geared for different types of companies. Otherwise, it is very likely that the dialer will not be able to increase productivity in outbound calls, but quite the opposite. Therefore, it is important to know a little about these tools that are part of the virtual PBX service.

Call center call software: a solution for entrepreneurs

The virtual switchboard service is not only for companies that have a fully constituted call center. In fact, any type of company, regardless of its size, can take advantage of the benefits of this program. A small family business, with two people in charge of attending to customers could use some of the functions of this software and boost its business.

The virtual switchboard is known as call center software. However, you do not need to have such a department to use it. Tools such as the progressive dialer make it an attractive bet for telemarketing. But, just as this module exists, this type of programs also include others of great utility to increase the visualization of any type of enterprise. Call launchers are just a taste of all the qualities of this application.

At Neotel we have the best virtual switchboard service on the market. Our software is advanced, easy to use, innovative and incorporates luxury add-ons. In addition, we offer plans so that any entrepreneur can count on this useful tool. We have 20 years of experience in this business, which makes our program a safe bet… Contact us!

WebRTC line: browser-based communication is the future

The call centers of the past worked only with traditional telephone calls. Today’s call centers incorporate new forms of communication that are much more innovative, complete and in real time. Behind all this approaching future is the WebRTC line.

Certainly, communications seek to establish more vivid, closer and quality interactions every day. This is only possible with the WebRTC line, which implements the Internet as a mechanism for enhanced communication. Part of this can be seen in social networks, but companies can also have their own digital tools to get closer to their customers.

webrtc line

An approach to the WebRTC Line

The WebRTC line is a type of technology and a technological support that facilitated the creation of communication apps in web environments. It is thanks to this system that, for example, people today have a section for exchanging direct messages, making video calls and more on their social network accounts. Likewise, this is what made possible the creation of web pages oriented to videoconferencing.

All applications that allow us to chat with other people are based on the WebRTC Line. Now, from the virtual switchboard that companies like Neotel offer, entrepreneurs can have their own digital environment to communicate with their customers. This is important, because it brings seriousness and formality to companies.

A company that communicates and sells through social networks is not as reliable. In fact, negotiating through these media usually involves some stress and distrust at the beginning, for many consumers. On the contrary, having a line for calls by navigation and own environments for chat and video calls is synonymous with professionalism. Of course, most people want to feel that they are dealing with professional companies.

 What is the virtual PBX?

If you were wondering what a virtual PBX is, it is basically a business communications management system. This program allows, for example, to unify different terminals under a single number, which is what happens in a call center. Nowadays, there is no need for large installations or equipment for several operators to attend a company’s customers. With this type of software, it is more than enough.

With this type of call center software you can monitor communications and know how is the flow of calls to the company. Likewise, the work of the operators in charge of customer service and telemarketing can be supervised. The functions and opportunities generated by this program are innumerable.

Today, the virtual PBX is more than just a call center software. In fact, this program comes with special modules for marketing, involving the use of text messaging, web pages and other automated systems that facilitate communication and sales. Interfaces such as Neotel’s integrate many applications that are both effective and easy to use.

How will the company of the future communicate?

Right now, companies are experiencing a change in their communication approach. Until a few years ago, calling the call center was the way for customers to raise their problems and requests. Similarly, many businesses used telemarketing calls to promote the purchase of their products and services. Today, more modern companies are beginning to offer higher quality communication.

For example, some of the most revolutionary companies are now serving their customers through video calls. In this way, they offer greater proximity to the user and, of course, much more fruitful and simple dialogues. It is not the same to explain to the customer how to repair something by means of a phone call, as it is to do it in a didactic way by means of a real-time video call.

The companies of the future will be much closer to their customers. Telemarketers will have to engage in much warmer, more assertive conversations that evoke the company’s values. Precisely the resources of the WebRTC line will be needed to do this with the level of professionalism required.

At Neotel we offer you the WebRTC Line service.

Having a WebRTC line is basically having a telephone line that works over the Internet. Likewise, it implies having virtual environments suitable for business communication. To obtain this, you only need to acquire our virtual switchboard service, a call center software with really useful tools. If you are interested, contact us and enjoy all our technological solutions.