It is essential for optimal performance that the following features are included in your call center software.
1. Real-time reporting
This feature allows agents to know data such as customer waiting time and more.
The Monitoring module allows the call center administrator to spy on the real time conversations that agents are having with clients. This functionality is very useful to apply improvement techniques a posteriori. In addition, it serves as training for our employees. On the other hand and thanks to the spy and whisper module included in the Monitoring, since the administrator is able to listen to a conversation that is happening at this moment, he can also whisper what he thinks convenient at a given moment to his agent, without the customer on the other side of the line is aware of anything.
The call recording function can record all live calls.
3. Built-in CRM
The Neotel PBX comes integrated with a powerful CRM that helps us identify the person calling us. When a call is received in the call center, the agent knows a lot of relevant information about the caller before answering it. This information can include personal data of the client, together with notes of past calls, promos that this client has applied, etc. All this information appears through a pop-up window on the computer screen of the agent receiving the call.
The Neotel ivr is 100% customizable and you can add as many levels as you want.
The ivr system allows you to direct the caller to the right department, without wasting their time, being transferred from department to department.