The most successful companies in the world invest in their communication. This basically involves incorporating the best equipment and systems to generate a faster, more pleasant and immediate approach to their customers. However, sometimes all that is necessary to achieve efficiency is to make small adjustments that facilitate the work of customer service. This is precisely what any company or business gains by integrating PBX with third-party software.
Having integrated and organized systems is much more important than it seems. Even using very basic and simple programs, everything can be very chaotic for the telemarketers of a company if the digital tools are disordered. In the business world, chaos often equals wasted time and this in turn means less productivity. The following article can be very helpful for those companies that are forming their call center.
Designing customer service
When a company begins to have a considerable flow of customers, users or sales, it is time to organize the service. Any enterprise involves raising communication processes to produce more sales and generate solutions to the clientele. In fact, serving people and helping them to fulfill a certain need is precisely the origin of any business, its raison d’être.
Companies must not only serve their customers, but they must do so in the best possible way. To this end, call centers or customer service centers have designed processes. In this sense, it is essential that the systems, programs and equipment work in such a way that the greatest number of users can feel well attended. All of this is based on planning.
A fundamental part of this service design has to do with verifying how the programs necessary for management are executed. Basically, databases, applications to raise claims, electronic self-management systems, etc. All this is what the teleoperators of a company use to attend the users of the company. Those who have worked in call centers understand that the systems issue is vital.
Making a difference
A call center whose telemarketers use four or five programs in a haphazard, unintegrated and slow manner simply works poorly. At best, this type of working reality can always be improved. A big step towards improvement is to integrate PBX with third-party software. The concept of this technology solution is quite simple.
Integrating PBX with third-party software consists of adding both the softphone and the telephone answering system, as well as the rest of the programs used in the management in a single environment. In this way, the teleoperators’ work applications become a single great tool for call center management. In addition, this integration allows everything to work more efficiently, quickly and simply.
Websocket technology is often used for this purpose, which simplifies the work in the call center. The best virtual PBX is the one that generates greater productivity, and it is precisely this integration that facilitates this. However, to understand the significance of this, it is much better to look at specific examples.
What is a switchboard and call center like without integrated tools?
Those who have worked in call centers as coordinators or telemarketers can easily understand this type of reality. When the customer service department has non-integrated tools, what usually happens is the following:
Complicated and slow systems: In a call center without application integration, the teleoperator performs his work with difficulties to meet deadlines and goals. This is due to the fact that the programs are diverse, they work slowly and the management becomes more complex.
Difficulty in learning: In this scenario, new entrants who start working in the company may take a long time to understand how to perform their management. The more tools are disconnected from each other, the more difficult it is to approach the job. To this must be added the difficulties of meeting the times required by the company.
Unproductive call center: Poor performance, delays and slow learning on the part of new entrants only degenerates into low production. Fewer customers are served and this also brings other problems for the company.
Worse customer perception: Call centers with call queues and slow processes are poorly perceived by customers. This in turn affects the overall image of the company, which gets a bad reputation for poor customer service. This is precisely why the best companies invest in improving their communication and management processes.
As can be seen, the non-integration of systems in a call center degenerates into greater evils. It may seem a minor issue from the inside, but in reality, its worst consequence is the degradation of the service and the company’s image. It should be noted that all this ends up empowering the competition.
Integrate PBX with third party software: Functional Call Center
Although integrating PBX with third-party software does not solve everything, it is something that helps a lot. Telemarketers who work with integrated systems are usually much more productive than those who do not have this possibility. A call center that works with integrated applications works like this:
Functional systems: Integrating all the work applications into a single one is almost the same as using one tool to do everything. The programs open and appear quickly on the screen, simplifying the teleoperator’s management. Procedures are performed more quickly and smoothly.
Quick learning: Since you start from an environment where all the tools are present, the system is easier to understand. Operators have fewer steps to memorize and will know where to find each solution without much effort. New personnel can learn to manage more quickly, with less cumbersome processes.
Increased productivity: When new staff understand their management faster, service times improve. The time spent on adaptation is less and numbers improve faster. As processes are more understandable and faster, call center statistics are usually better.
Having a productive call center has many advantages for any business. Companies that sell services above all tend to be rated for their availability and good customer service. Precisely, integrating PBX with third-party software allows to facilitate the work in the room, which is a vital requirement to improve the service.
What is needed to integrate the PBX with third-party software?
In principle, the technology used to perform the integration is websocket. Basically, it is a connector that allows everything to be contained in the same virtual environment. When the teleoperator opens the virtual switchboard and other callcenter tools, he will be able to use each program from a program that brings them together. It does not matter if the applications are from other companies.
Of course, to achieve this it is necessary to have a modern virtual PBX, also adapted for this type of technological solution. The fact is that not all call center software has this possibility. The advantage of the Neotel PBX is that it has this input possibility.
With Neotel, integrating PBX with third party software is very simple. Our software is hosted in the cloud and to access it you only need a broadband Internet connection. Everything is very simple, without complicated installations and with a really functional, fast and complete system.
What does Neotel have in store for your business?
Neotel has one of the best virtual PBX on the market in Europe. It allows any company to enjoy IP telephony, which is cheaper, secure and of high quality. In addition, this program is used to manage and improve customer service and marketing.
In the case of Neotel, we have such useful systems as the platform for sending bulk SMS, the robot call, the click to call me back button and others. All this indicates that the virtual PBX is more than a call center program nowadays. Basically, it is a business communication application that every company should hire to aim at professionalization and simplification of tasks.
At Neotel we have the best plans and prices, so that any entrepreneur can run his business with the virtual switchboard and the best additional callcenter tools. With our software you will be able to manage all the communication of your business and integrate your PBX with third party software. This way, everything will be easier for your operators.