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8 métricas imprescindibles de un software de call center para medir la satisfacción del cliente

Los softwares para call center desempeñan un papel fundamental en la experiencia del cliente. Para garantizar un servicio de calidad y mantener altos niveles de satisfacción, es imprescindible medir y analizar diversas métricas clave. Un software de call center proporciona herramientas avanzadas para monitorear el rendimiento y mejorar la atención al cliente. A continuación, analizamos las 8 métricas esenciales que permiten evaluar la satisfacción del cliente.

Tiempo de Espera Promedio (TEP)

El tiempo de espera promedio es el tiempo que un cliente permanece en cola antes de ser atendido por un agente. Un tiempo de espera prolongado puede generar frustración y afectar la percepción del servicio. Para reducir este tiempo, es fundamental contar con un sistema de respuesta interactiva (IVR) eficiente, optimizar la distribución de agentes según los picos de demanda y ofrecer la opción de callback para evitar que los clientes esperen demasiado tiempo en la línea.

Tiempo de Resolución Promedio (TRP)

Esta métrica mide el tiempo total que se necesita para resolver un problema desde el primer contacto hasta la solución final. Para reducir este tiempo, es clave capacitar a los agentes en la resolución efectiva de problemas, proporcionarles acceso rápido a una base de conocimientos y utilizar herramientas integradas con CRM que les permitan obtener el historial del cliente en segundos.

Nivel de servicio

El nivel de servicio se expresa como el porcentaje de llamadas atendidas dentro de un tiempo determinado. Por ejemplo, «80/20» significa que el 80% de las llamadas deben ser respondidas en menos de 20 segundos. Para mejorar este indicador, es necesario monitorear en tiempo real el rendimiento del equipo, distribuir adecuadamente las cargas de trabajo y automatizar las respuestas a consultas frecuentes para reducir la cantidad de llamadas que requieren atención humana.

Tasa de abandono de llamadas

Este indicador en un software de call center mide el porcentaje de llamadas que los clientes cuelgan antes de ser atendidos. Una tasa alta puede indicar tiempos de espera excesivos o frustración en los clientes. Para reducir esta cifra, se recomienda implementar sistemas de devolución de llamada, ajustar la asignación de personal durante los horarios de mayor demanda y mejorar las opciones de autoservicio para resolver problemas sin necesidad de interactuar con un agente.

Resolución en el Primer Contacto (FCR)

El FCR mide la cantidad de consultas que se resuelven en la primera interacción sin necesidad de seguimientos adicionales. Una alta tasa de FCR refleja eficiencia y calidad del servicio. Para mejorarla, es esencial capacitar a los agentes en técnicas de resolución de problemas, dotarlos de herramientas que faciliten diagnósticos rápidos y garantizar que tengan acceso inmediato a la información necesaria para brindar una solución en la primera llamada.

Net Promoter Score (NPS)

El NPS en un software de call center mide la lealtad del cliente mediante una simple pregunta: «¿Qué probabilidades hay de que recomiendes nuestro servicio a un amigo o colega?» Los resultados se dividen en promotores, pasivos y detractores. Para optimizar este indicador, es crucial escuchar activamente los comentarios de los clientes, personalizar la experiencia del usuario según sus necesidades y realizar encuestas periódicas que permitan ajustar estrategias para mejorar la percepción del servicio.

Customer Satisfaction Score (CSAT)

El CSAT en un software de call center mide la satisfacción del cliente después de una interacción específica. Se obtiene mediante encuestas con preguntas como: «¿Qué tan satisfecho está con la atención recibida?» Para mejorar este indicador, es importante recopilar retroalimentación y actuar sobre ella, capacitar continuamente a los agentes para ofrecer un mejor servicio y ajustar los procesos operativos según las respuestas de los clientes.

Tiempo de Manejo de Llamadas (AHT)

El AHT en un software de call center mide la duración promedio de una llamada, incluyendo el tiempo de conversación y el tiempo posterior para completar tareas relacionadas. Para optimizar este tiempo, es recomendable proporcionar a los agentes guías de conversación estructuradas, automatizar las tareas administrativas posteriores a la llamada y mejorar la capacitación en la gestión eficiente del tiempo.

Monitorear y analizar estas métricas con un software de call center permite optimizar la experiencia del cliente, mejorar la eficiencia operativa y aumentar la satisfacción general. Implementar estrategias basadas en estos indicadores puede marcar la diferencia entre un servicio estandar y una experiencia excepcional para el cliente.

La importancia de un software call center para cualquier empresa

Un software call center no solo beneficia a grandes corporaciones, sino que es una herramienta esencial para cualquier empresa que desee brindar una atención al cliente de calidad. Este tipo de tecnología permite centralizar la gestión de interacciones, reducir costos operativos y mejorar la eficiencia del equipo de atención. Además, facilita la automatización de procesos repetitivos, optimiza la asignación de recursos y ofrece análisis detallados que ayudan a identificar oportunidades de mejora.

Para empresas de cualquier sector, contar con un software call center significa garantizar respuestas rápidas y efectivas, mejorar la fidelización de los clientes y aumentar la competitividad en el mercado. Implementarlo no solo mejora la experiencia del usuario, sino que también impulsa el crecimiento y la rentabilidad del negocio a largo plazo.

Asimismo, un software de call center permite la integración con múltiples canales de comunicación, asegurando una experiencia omnicanal para los clientes. Esto resulta crucial en un mundo donde la inmediatez y la accesibilidad son clave para la satisfacción del consumidor. Además, las funciones avanzadas como la inteligencia artificial permiten personalizar la atención y anticipar las necesidades del cliente.

En términos de escalabilidad, el software de call center es una inversión estratégica para empresas en crecimiento, ya que facilita la expansión sin necesidad de incrementar significativamente la infraestructura o el personal. A su vez, proporciona métricas en tiempo real que ayudan a los gerentes a tomar decisiones informadas y a mejorar continuamente la calidad del servicio.

En definitiva, la adopción de un software call center no es solo una ventaja competitiva, sino una necesidad para cualquier empresa que quiera diferenciarse por su excelencia en la atención al cliente. Su implementación garantiza un servicio más eficiente, una experiencia más fluida y, en última instancia, una mayor lealtad por parte de los clientes.

Neotel, el mejor software para call center

Neotel ofrece una solución completa y eficiente de call center que incluye todos estos beneficios. Neotel es una opción ideal para las empresas que desean operar de manera profesional.

Solicita una DEMO gratuita del software call center de Neotel y empieza a disfrutar de sus beneficios. Llámanos al 900 696 707 y comienza a transformar tu negocio hoy mismo!

La importancia de integrar WhatsApp en tu software de call center

En el mundo empresarial actual, la atención al cliente es más que un simple servicio; es una experiencia que puede definir la lealtad de tus clientes. Con la creciente popularidad de WhatsApp como herramienta de comunicación, integrar esta plataforma en tu software de call center se presenta como una estrategia fundamental para mejorar tanto la atención al cliente como las campañas comerciales. Este enfoque permite ofrecer un canal accesible y familiar, facilitando diálogos fluidos y eficientes. La capacidad de enviar y recibir archivos multimedia enriquece la comunicación, brindando respuestas más completas y personalizadas.

Además, la inmediatez de WhatsApp responde a las expectativas actuales de los consumidores, quienes valoran la rapidez y la conveniencia en sus interacciones. Integrar WhatsApp también ayuda a diferenciarte de la competencia, posicionándote como una empresa que prioriza la experiencia del cliente. Al centrarte en resolver problemas y construir relaciones duraderas, puedes aumentar la retención de clientes y fomentar recomendaciones a otros potenciales consumidores. En definitiva, incorporar WhatsApp en tu software de call center no solo mejora la eficiencia operativa, sino que también fortalece la conexión emocional con tus clientes, convirtiendo cada interacción en una oportunidad para construir lealtad y confianza en tu marca.

Call center whatsapp: mejora la atención de tus clientes integrando WhatsApp con tu software de call center

Un nuevo canal de comunicación

Integrar WhatsApp en tu software de call center permite a tus clientes comunicarse contigo de manera más accesible y directa, eliminando las barreras que a menudo se presentan en otros canales de atención. Con pocos clics, pueden pasar de una llamada a un chat de WhatsApp sin interrupciones, facilitando así la resolución de sus dudas y la obtención de soporte inmediato, lo que resulta crucial en un entorno donde el tiempo es un recurso valioso. Esta fluidez en la comunicación no solo mejora la satisfacción del cliente, sino que también optimiza la eficiencia operativa del call center al reducir los tiempos de espera y aumentar la capacidad de respuesta.

Este canal no solo permite enviar mensajes de texto, sino también fotos, videos y documentos, lo que enriquece la experiencia del cliente y proporciona un servicio más completo y personalizado. Por ejemplo, si un cliente tiene un problema con un producto, puede enviar una imagen del mismo para que el agente de soporte pueda identificar el problema más rápidamente. Esta capacidad de compartir multimedia crea un entorno más colaborativo y efectivo, permitiendo que las soluciones se implementen de manera más ágil.

WhatsApp es una plataforma que muchos clientes ya utilizan en su vida diaria, lo que hace que la comunicación sea más natural y menos intimidante. Al permitir que los clientes elijan su método preferido de comunicación, no solo aumentas la satisfacción del usuario, sino que también demuestras que valoras sus preferencias y necesitas, lo que puede fortalecer la lealtad hacia tu marca.

Atención al cliente profesional

Utilizar WhatsApp como canal adicional de atención al cliente permite gestionar las consultas de manera organizada y profesional, lo que resulta fundamental en un entorno donde la inmediatez y la calidad del servicio son claves para mantener la satisfacción del cliente. Gracias a su interfaz intuitiva, WhatsApp facilita la comunicación tanto para los agentes como para los usuarios, permitiendo un flujo de trabajo más ágil.

Con funciones como colas de espera, múltiples agentes pueden atender simultáneamente las consultas entrantes, lo que asegura que cada cliente reciba la atención que necesita sin demoras. Esto no solo mejora la eficiencia del call center, sino que también permite que se manejen picos de demanda con mayor facilidad, evitando el estrés en los agentes y garantizando que la experiencia del cliente no se vea comprometida. Además, al tener varios agentes disponibles, se puede asignar consultas a aquellos que tienen la experiencia y conocimientos específicos para resolver problemas particulares, lo que aumenta la tasa de resolución en el primer contacto.

Este sistema de distribución eficiente minimiza el riesgo de que alguna solicitud quede sin respuesta. Cada mensaje entrante se puede clasificar y priorizar, lo que permite a los agentes concentrarse en las consultas más urgentes primero, al tiempo que gestionan las interacciones de manera que todos los clientes sientan que sus necesidades son atendidas.

Comunicación instantánea desde tu web

Incorporar un botón de WhatsApp en tu sitio web es una forma sencilla y efectiva de mejorar la experiencia del usuario. Esta herramienta permite a los clientes comunicarse al instante, lo que fortalece la relación y genera confianza. La inmediatez de WhatsApp es clave para mantener un contacto fluido y efectivo con tus clientes.

Monitoreo y estadísticas en tiempo real

Una de las ventajas más significativas de integrar WhatsApp con un software de Call Center es la capacidad de monitorear y analizar las interacciones con los clientes en tiempo real, lo que proporciona una visión clara del rendimiento de tu equipo y la calidad del servicio. Gracias a informes detallados de tu software de call center, puedes evaluar métricas clave como el tiempo de respuesta, la tasa de resolución en el primer contacto y la satisfacción del cliente, permitiendo identificar áreas de mejora y reconocer el desempeño excepcional de los agentes. Además, revisar el historial de chats te brinda la oportunidad de comprender mejor las necesidades y preocupaciones de los clientes, facilitando la detección de patrones en las consultas que pueden indicar problemas recurrentes o áreas donde se requiere formación adicional.

Esta información es invaluable para implementar estrategias efectivas que mejoren continuamente la atención al cliente y la operativa de tu software de call center. Por ejemplo, si notas que ciertas consultas se repiten con frecuencia, puedes crear respuestas predefinidas o guías que ayuden a los agentes a manejar esos casos de manera más eficiente. Asimismo, el análisis de las interacciones permite ajustar las políticas y procedimientos internos, asegurando que el equipo esté alineado con las expectativas del cliente y las mejores prácticas del sector.

Además, el monitoreo en tiempo real te permite reaccionar rápidamente ante situaciones críticas o picos de demanda, lo que garantiza que cada interacción sea positiva y que ninguna solicitud quede sin atención.

Call center whatsapp: impulsa tus campañas comerciales con WhatsApp

Campañas efectivas y personalizadas

La integración de WhatsApp en tu software de call center no solo mejora la atención al cliente, sino que también potencia tus campañas comerciales. Puedes enviar campañas masivas a través de SMS, ofreciendo a tus clientes la opción de responder fácilmente mediante WhatsApp. Este método es especialmente eficaz para evitar bloqueos por parte de la plataforma y permite una comunicación más directa y personal.

Cumplimiento legal

Con la creciente preocupación por la protección de datos, gestionar el consentimiento de tus clientes es esencial para operar con confianza y transparencia. La integración de WhatsApp en tu software de call center te permite cumplir con las normativas de protección de datos de forma sencilla, asegurando que la recopilación y el uso de información personal se realicen de manera adecuada. Al implementar sistemas que gestionen el consentimiento de los clientes para recibir comunicaciones, puedes centrarte en el crecimiento de tu negocio sin complicaciones legales.

Además, la plataforma permite llevar un registro claro de las interacciones y consentimientos, lo que facilita la auditoría y el cumplimiento de las normativas. Esta tranquilidad legal no solo protege a tu empresa de posibles sanciones, sino que también refuerza la confianza de tus clientes, quienes valoran la seguridad y el respeto hacia su privacidad.

Te acompañamos y asesoramos

En Neotel, entendemos que cada negocio es único. Por ello, ofrecemos asesoramiento personalizado para garantizar una implementación exitosa y resultados óptimos. Nuestra experiencia en el sector te permitirá aprovechar al máximo la integración de WhatsApp en tu software de call center.

Integrar WhatsApp en tu software call center es una decisión estratégica que no solo mejora la atención al cliente, sino que también optimiza tus campañas comerciales. Si estás listo para dar el siguiente paso y mejorar la comunicación con tus clientes, solicita una DEMO gratuita y comienza a disfrutar de los beneficios de esta potente herramienta. Comunícate con nosotros al 900 696 707 o completa nuestro formulario para más información. ¡Tu éxito comienza aquí!

Virtual fax: an inexpensive and necessary anticipation

Communication is power because it makes things easier and makes it possible to generate business and money. But this principle does not only apply when it comes to upgrading and accessing new technologies. In fact, businesses that implement some old communication devices can be very profitable. This is the case of the virtual fax, which allows to make provisions, mixing the new with the not so new.

Some technology market statistics indicate that the fax is far from extinct. Not even the Internet or smartphones have been able to completely take this device out of circulation. It is commonly believed that this technology was left behind in the eighties and nineties. However, in countries such as Japan, the United States and Spain itself it is still widely used. Below, you will see why it is important to be able to use this device and an innovative way to take advantage of its benefits.

What is fax and how can it be virtual?

The fax machine was the device that came closest to what smartphones do today in the early 1980s, when the Internet was just being born. Basically, this device is a combination of a scanner, a modem and a printer. In this way, images can be copied and sent using the telephone line and, in fact, a receiver number is needed to be able to send the reproduced image.

To tell the truth, there are still many people, businesses and companies that keep their old fax machine, or invest in a new one. Understanding this, it is important to be able to send and receive faxes to be able to exchange documentation and negotiate with those who still use these devices. The question is, do you have to buy one of these huge devices to be able to do this? The answer is of course a definite no.

There is now a way to send and receive faxes without a fax machine. To do this, you only need a telephone number that is usually used to have this type of equipment and any email. This service is known as virtual fax and links the technology of the past with that of the future. From here on, you only need to have an Internet device to send and receive faxes. Without a doubt, this is a very useful solution and gives customers more options.

Why is it important to have the virtual fax?

In principle, the virtual fax allows to establish one more way of communication for those who prefer to use this old technology. In this way, a person located anywhere can send his documents in case of any negotiation or contract signing. For example, the buyer of a telephone equipment could send his ID card to buy a telephone line. Similarly, companies can send information.

In Spain the figure of the burofax continues to have a transcendence in the citizens. In fact, many requests to government or public entities must be made by fax. In other words, in some countries it is even a requirement to be able to send and receive faxes. This, of course, is something that any business owner or freelancer should take into consideration.

With this service it is not necessary to buy more devices that generate expenses and take up space in the office. The technological adaptation can be done by simply having a broadband connection. By having the service and entering the fax number of the person to whom a document is to be sent, it can be sent to his or her own device. Better yet, to receive a message by this means, you only need to open the email. If you were wondering, how does virtual fax work? It is as explained above.

Neotel: More than a call center software program

If you are wondering what a virtual PBX is, it is basically a program that allows you to connect the company’s communication, professionalize it and be able to control it in its entirety. At the same time, this software provides small, medium and large companies with marketing tools in order to motivate higher income. For sure, this is a technological solution that is present in the most successful companies worldwide.

The best thing about Neotel’s virtual PBX is that some of its add-ons are very inexpensive. With us, the virtual fax service costs only 8 euros per month. This is just one of the advantages that far outweighs traditional software call center programs. Contact us in case you have any questions.

Virtual PBX: SMEs sell more by controlling communications

Today’s world is a world of small businesses and this trend has been accentuated over the last two years. According to statistics for the year 2022, 90% of the world’s companies are SMEs and in countries such as the USA they account for 99% of the sector. However, low sales and low cash flow are often the main reasons for business failure, and this is due to communication. A good way to improve this aspect is the adoption of the virtual switchboard.

Let’s imagine the hypothetical situation of a family business or a microenterprise. It aims to offer goods or services, but does not know how to sell them. Some interested parties call to inquire, but find a manager who does not know how to sell, or simply does not answer the phone. Believe it or not, this is precisely how a company seals its fateful end. Of course, all this can be avoided by means of the virtual switchboard. If you don’t know what this is all about… Pay attention!

Virtual PBX What is it and why is it so necessary?

The quality of communication is everything for a business. For example, it is now known that not everyone trusts social networks to do business, especially not in the case of new ventures. In addition, customers are often ready to make a sale after about five contacts with a certain product offer. All this indicates one thing: Communication processes must be controlled, and that is where the virtual PBX comes in.

A virtual PBX is an environment that allows to control all incoming and outgoing calls received by a company. Through this tool, a company can place a single number to channel all calls from the public, which can be answered on different devices. This has many advantages, but the most useful for a new venture that needs sales is to centralize everything in one number, but that can be attended by more than one person.

Using a virtual switchboard for companies centralizes communication in a single number. At the same time, several people or managers of the company will be able to answer, thus ensuring availability and quality service. This is precisely what increases the probability of closing more sales. Of course, this is only the most obvious benefit of using this type of program, which is often referred to as call center software, although it is much more than that.

Three advantages of the virtual switchboard for SMEs

To tell the truth, betting on a virtual switchboard service for companies has many benefits. Everything will depend on the capabilities of the program itself, understanding that there are a few on the market. However, below, you will learn about three basic advantages that any company obtains by using this tool:

IP Telephony: Companies nowadays usually hire virtual PBX services because they allow migrating communication to IP telephony. This means that all calls will be supported by a broadband Internet connection. This means savings in business telephone plans that are usually very expensive.
Telephone statistics: The virtual PBX allows us to know how the incoming calls of our business behave. If this data is reviewed with a strategic eye, entrepreneurs will be able to know many things about the behavior of their customers in particular. Undoubtedly, this is an incredible working tool.
Add-ons to sell: The best thing about the virtual PBX for businesses is that it has multiple applications that facilitate marketing. The most advanced programs such as Neotel’s have add-ons that go beyond telemarketing.

Neotel has a very complete virtual switchboard

It is important to understand that each virtual PBX is different and this is not a minor detail. The more advanced and updated the software is, the wider the possibilities will be. At Neotel we have one of the most advanced and stable programs on the market. In this, we guarantee you very useful tools to sell, whether for SMEs, for medium-sized companies or for large corporations.

The debate of virtual or physical PBX is over. Any company can operate with call center software hosted in the cloud, but this option is especially convenient for SMEs. No complex installations, no additional equipment, everything works automatically with a simple Internet connection. If you want to know more about this solution for business communication, contact us soon. At Neotel, we have the best virtual PBX.

Large company? Predictive dialer is the solution

Customer service is often one of the main problems of growing companies. Especially because larger initiatives tend to expect much more. In addition, having a larger number of users means being able to serve them all efficiently. Of course, the virtual PBX provides the business owner with multiple solutions to facilitate business communication. For these cases, the predictive dialer is often the ideal alternative.

Nowadays call center software has many applications and add-ons. The objective of these programs is to fulfill different functions and guarantee efficiency. It should be noted that achieving a good customer service ensures not only that customers are retained, but also that more of them arrive. The history of today’s large corporations is tied to the guarantee of good service.

Predictive dialer enables efficient care

Medium-sized and large companies have one thing in common, and that is the increase in demand for customer service. Some companies are bottlenecked in their growth process, precisely because they can’t afford to increase their customer service capacity. Unfortunately, hiring too many telemarketers is not always the solution.

In fact, even the largest companies tend to have hiring caps in order for the business to be fully profitable. This implies that, at some point, it will be necessary to find a way to have better customer service with the same number of operators, because the call center is just one of the departments of a company. This is where the predictive dialer can make a difference, even against the competition.

Call launchers are automations that allow a company to improve its efficiency in the outbound calls department. Basically, they allow calls to be launched without relying on telemarketers, boosting work efficiency. In this case, the predictive dialer allows to predict when a telephone agent might be free, to improve response times and the service itself.

What characterizes the predictive marker?

There are businesses in which hundreds or thousands of calls must be made daily to customers. For example, a bank that needs to deliver credit cards to its users illustrates this reality, although there are many other economic activities that require this service. Basically, predictive dialer allows to improve productivity in the call center, when there are very long phone lists or high volume work.

Predictive dialing consists of a system with algorithms that calculate how often a telemarketer will be free to answer a new call. In addition, this system also requires telephone agents to be more efficient, gradually improving the time and number of calls in the outbound department. That is why it is called predictive dialer and its operation is due to artificial intelligence applications.

In the case of a small call center or one that is in its beginnings, it would be best to use a progressive dialer. In other words, progressive dialer and predictive dialer are two dialers alike, but aimed at different purposes or different business realities. The truth is that both will improve the work in the outbound call departments, which is usually aimed at selling, charging or offering. That is why knowing this type of technological solutions is so important, constituting an advantage over the competition.

Neotel: More than call center call software

In order to have solutions such as progressive and predictive dialer, it is best to bet on a virtual PBX that adds them. In this regard, Neotel has a fairly advanced program with built-in add-ons. Many call centers have to install different programs, buy equipment and have a team of computer engineers to make sure everything works perfectly. In contrast, our software has it all in one easy-to-understand interface and requires no installation.

The predictive dialer is just one of the dozens of solutions that our virtual PBX has for business owners. The best thing is that we offer you the cheapest virtual PBX, with the best plans, suitable for the type of investment that each entrepreneur can make. Right now, you can start with the cheapest plan and if you need another complement, you can add it and scale the solutions as the private initiative grows. Those who have questions about the service can contact us directly, through our phone numbers or through our website.

Progressive Dialer: Crucial tool for the call center under construction

At a certain point, business growth implies increasing the number of customer service staff. Precisely, one of the aspects that is most difficult to manage for the managers of an organization is usually the outbound calls department. Controlling effectiveness, maintaining productivity and organizing work can be challenging and inconvenient. However, applications such as the progressive dialer can be of great help.

Outbound call departments are those used to call customers. In the past, this type of activity depended on telemarketers deciding to do their job consistently and quickly. Today, call center software allows the company to have much more control over this type of work. In this regard, call handlers have a crucial role to play.

What is the progressive dialer?

Call launchers are applications that allow automated calls to be made. That is, instead of operators making the calls, they are dialed by a system. In this way, the productivity and effectiveness of the outbound department no longer depends on the human factor. When automation does this job, there is no way to lower the number of contacts made by the company to customers.

However, these call launchers work on the basis of logarithms and artificial intelligence. In this way, it has been possible to make different types of dialers. The two main ones are progressive and predictive dialers, each one being useful for a different type of work and volume of attention. In the case of new call centers, which are in the process of development, it is appropriate to use the progressive mode.

As its name suggests, the progressive dialer launches calls progressively. It works little by little, because it is oriented to call centers that do not have a very high volume of calls. In fact, for new businesses this is the most suitable option. Similarly, those companies that offer very exclusive services can also opt for this virtual PBX tool for calls. This is the case, for example, of an outbound call department of a very exclusive bank, or of a club.

Advantages of the progressive dialer

The main advantage of using a progressive dialer is that the calls are launched by the system. However, this is not the only thing that this implementation of the webrtc PBX does. In fact, using this call center technology also allows you to filter busy and disconnected numbers. In this way, you can avoid wasting time trying to make contacts that will not be very fruitful.

In addition, the progressive dialer organizes all the work within a small outbound department. This is because the launcher will always take into account how many operators are available. By performing the launch and imposing productivity times, the operators are matched to an appropriate work rhythm, also avoiding lost calls. Of course, all this improves both productivity and the quality of customer service.

It is also estimated that progressive dialers are ideal for improving the conversion of calls into effective customer service or sales. This is so, because the system is made to enhance the longest and most dedicated calls. That is to say, this is the perfect implement to sell or offer via telephone. For example, a company that sells tour packages could benefit from this call center software add-on. It all depends on the type of business and the volume of outbound contacts.

Virtual PBX for calls is necessary

It is important to highlight that tools such as progressive and predictive dialer are part of the call center software, also known as virtual PBX for calls. This is a program that allows to control, unify and technify the telephone communication of companies. Another key function of this program is the migration of the answering service to IP telephony, which is much cheaper. To tell the truth, this is a necessary service in today’s business models.

At Neotel we have one of the most stable, efficient, easy-to-use and cost-effective virtual PBX services on the market. The progressive dialer is just one of the complements offered by this program that professionalizes business communication. Some others are excellent for selling and allow companies to reach the consumer very easily. If you are interested in the benefits of this technology, keep reading our website and contact us.

Is your company’s call center software of high quality?

Today’s best companies manage their communications through call center software. It doesn’t matter if we are talking about new ventures, medium-sized companies or large corporations, they all follow this trend equally. To tell the truth, having this type of program is a vital issue for the growth and success of any initiative. This is due to the applications and all the control they offer.

However, in the call center solutions market there is a wide range of programs available. That is to say, it is not only important to have a software of this type, but to have one whose scope and functions are really efficient. Unfortunately, there are many products that fall by the wayside and the lack of knowledge of executives in the technological area can lead to a bad acquisition. For this reason, here are some of the features that a quality call center software should have… Keep reading!

Find a call center software with proven warranties

When purchasing a call center software service, it is important to make sure that you are hiring an experienced company. In fact, there are some companies from different parts of the world entering this market all the time. Some of them are very new, therefore, they might offer programs that are still in a testing period, or that have an incomplete development. In fact, there are cases of technology companies that go into business for a few years and then simply disappear, leaving their customers in the air.

The best call center solutions have more than years, decades in operation. To tell the truth, in the technology business, experience is an important factor, since only in it you can get really proven quality products. In fact, in the companies with more seniority in the field, you can get very good programs at really interesting costs.

For example, Neotel has been offering its service for more than 20 years and this is what has allowed it to develop a program that gets better with time. Of course, seniority is just one of the aspects that should be studied when contracting a call center software in Spain or in any other country.

Do you offer CRM call center? Try it and see

The best virtual PBX software includes the CRM call center module. CRM is a program that contains databases and options for communication between the different departments of the company. In other words, it is a step beyond the typical system that service companies usually have. In fact, this complement in itself is often central to boosting sales and the day-to-day growth of any business. In fact, you could call this telemarketing software.

Unfortunately, many call center software only offer the virtual PBX without this application. This will mean that, over time, the owner of the contracting company will have to look for this type of program separately. In addition to this, it is always essential to test this and other call center tools, which are vital for customer service, marketing and sales management. In general, CRM should be easy to use and interactive.

The best call center software has many features

The best virtual PBXs also offer entrepreneurs various useful applications for communication. In other words, apart from communication control and the possibility of using IP telephony, the best programs of this type provide a large number of call center solutions. The more tools and automation, the better things can work.

Call robot, call launchers, bulk SMS sending platform are some of these add-ons. All of them represent a great advantage when it comes to serving, selling or even charging our customers. The more callcenter tools the company offers as add-ons, the better the proposal will be. The goal is to have the greatest number of technological solutions for simplification and work efficiency.

Do you know the definition of virtual PBX?

If you still do not know what a call center software or virtual switchboard is, it is basically a program that allows you to manage all the communications of a company. To do this, they are migrated to IP telephony, which allows to support both telephone calls and all communication through a broadband connection. By having this type of program, you can control the work of telemarketers and have at your disposal an endless number of tools for the job.

At Neotel we have one of the best call center software prices, with proven experience and a good package of complementary applications. Once you try it you will see how necessary and functional it is. And you… Do you have an enterprise? Do you want to make the leap in business quality? 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?

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.

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.

The potential of 900 lines for the entrepreneur

Many well-known companies are characterized by contracting a 900 line to offer their customers free of charge. Contracting this type of telephone service is not a coincidence, nor is it an act of social responsibility on the part of the companies. In fact, and although it may seem otherwise, offering a free call service is more profitable than many entrepreneurs think. Undoubtedly, this can be a crucial element for business growth.

900 lines are much more than just offering a toll-free number. However, in order for them to generate the expected benefits, they must always be complemented with advertising actions and be used intelligently.

900 Lines: What is your secret?

In principle, 900 lines are those that allow customers to call a company and yet the call is free of charge for them. This implies that the contracting company is responsible for the telephony charges generated by the clientele. It may seem that this cost is very high, but in reality it is usually borne by most companies.

Contracting a 900 line is usually profitable because the expense in telephone consumption is always comparable to the monetary income of the company. For example, a large company usually has a lot of calls and this must mean that its structure can support the contracting and implementation of this type of free telephone service. In the case of medium-sized or growing companies, the flow of calls will probably be lower, but enough to support this service.

In addition, contracting this type of service is usually very economical. For example, at Neotel, the installation, implementation and line maintenance costs only 5 euros. Then, the amount of the invoices will depend on the number of minutes accumulated for all the calls received. In general, the cost per minute is usually relatively low. However, the important thing about 900 lines is that they can generate profits.

Contracting a 900 line generates more commercial opportunities

Certainly, companies must assume certain costs for implementing 900 lines. But this must always be contrasted with the benefits that companies usually receive thanks to the free service. In principle, users and consumers are often inclined to hire companies that have free customer services.

As a result, customers are more likely to call companies with 900 lines for questions and approaches. In other words, entrepreneurs or companies that implement this type of line enjoy a clear advantage over their competitors.

The proof of this can be seen in high-impact companies such as banks and insurance companies. In general, these used to gain competitive advantages by implementing toll-free 900 lines for their clientele. Nowadays, laws in Spain require all basic service companies to have this type of free service, but this was not always the case. At some point, this served to compete and generate commercial opportunities.

The direct consequence is more customers

The more business opportunities open up, the more likely it is that more sales and customers will be closed. In this sense, a marketing maxim is the fact that greater communication and presence on the part of companies is fundamental to generate such opportunities. Precisely, contracting a 900 line allows a greater number of potential customers to communicate with the company and purchase products and services.

Basically, contracting a 900 line is a sales opener in itself. The fact that it is free of charge encourages users to communicate and is also a guarantee of availability and good service. Companies that use this type of telephone lines report a rapid increase in the acquisition of new customers.

Of course, requesting a 900 number alone will not make all the sales, or at least not at first. What is important to highlight is that this type of lines are part of the set of advertising actions necessary to promote a business. This is another advantage of contracting this type of free telephone service for customers.

The 900 line is an advertisement in itself

What 900 lines do do by themselves is to be an infallible advertising resource for any company. In addition to the free service, which also has an advertising purpose, the use of the prefix and the telephone number as a tool to identify the company is added.

Many companies manage to reach the public of a country, even at a national level, thanks to the fact of contracting a 900 line. There are even those who end up knowing a company thanks to some advertising piece with the 900 telephone number.

In addition, it is necessary to think very well about the telephone number with which we are going to request a 900 number. This can be crucial to support advertising and for people to learn it. A vital part of contracting this service is having the option to choose the desired numbering.

Some recommendations to get the most out of 900 lines

Contracting 900 lines can be very effective for companies. But to get the most out of them, they must be implemented strategically. Only a good advertising campaign will allow this communication resource to become an element of the brand. Here are some suggestions:

Have quality telephone agents: There is no point in guaranteeing free customer service if it is of poor quality. Good treatment, fast procedures and ease of communication are good signals to customers. In this sense, managing the call center with a software call center is the best solution. It allows you to monitor the work of the agents and make strategies to offer efficient services.
Choose a good 900 number: The most successful companies choose a number that is catchy or easy to learn. For example, you can try to place the name of the company with the numeric keypad. This way, people will not have to learn numbers, but a phrase. Remember that the numeric keypad is equivalent to a few words.
Have good advertising pieces: hiring a 900 line requires some investment in advertising pieces. It does not matter if they are published on television, radio or social networks. What is crucial is that the advertisement is of quality, well thought out and that it also discloses the company’s toll-free number.
Remind your customers of the number: It is very positive that the company discloses its toll-free number in every possible space. Websites, digital media articles, social networks and any other type of official communication. If, for example, you have a massive SMS platform, robot call or outbound call department, it is always good to repeat the 900 number. Some of these tools come with Neotel’s call center software.

In conclusion, requesting 900 number is very effective to achieve a higher revenue stream, as well as to popularize your venture. Of course, it is important to strengthen this communication solution with other actions. Good advertising campaigns and optimizing the performance of the customer service center with a virtual switchboard are priority issues. At Neotel we offer the best virtual pbx and also the best prices to hire a 900 number.