Solutions for Call Centers around the world

Neotel’s call center is the most advanced that exists today in the market and includes many features that have beenfician day-to-day work in companies. Some of these main qualities are:

1. Calls via Internet / Web

Whether you use our webrtc lines or if you prefer customers to ask you to call them by integrating the click to call button, now Neotel makes it easier than ever to be able to connect businesses and customers.

2. Add an international or local number

Thanks to Neotel’s global service you can have a local or international number for your company. Whatever you want.

Neotel has the entire call center system with the following qualities:

· Agents always available

With the webrtc line it is possible to make calls over the Internet thanks to the web browser. With the computer’s microphone and camera it is possible thanks to webrtc technology to talk and see each other just like with a normal telephone conversation, only better. A traditional phone would not allow us for example video call option. With webrtc lines this is possible.

And much more.

· Advanced software for easy configuration

Neotel will offer you a login with your username and password so that you can access our entire system from a web page.

· Global Accessibility

With Neotel’s call center software your company can be located from any country. We have international numbers available to all our customers. Contact us and ask for our international numbers.

2 outstanding features of Neotel’s Software Call Center that shorten time

Earlier in this blog we have already shown how call center software helps to reduce task times and be more productive to companies that use it.

2 ways in which Neotel’s call center helps lighten times in business tasks

IVR (Interactive Voice Response System)

A robust ivr contributes greatly to increasing agent productivity.

Instead of transmitting the call to an agent immediately, the ivr is able to segment them, attending to the first queries from the customer and before transferring the call to the agent and even in some situations resolving them by itself without the need to transfer that call.

The interactive voice response system is the first interaction that customers receive when they call a call center.

Call recording

Call recordings tell call center managers what customers are really looking for.

It also helps call centers better understand their customers.

With call recording, call center managers can monitor when an agent is losing a customer, for example. The recording of a call has a main function in the formation of the agents.

With the right call center software agents can perform the following actions:

Analyze prerecorded calls.
Listen to calls in real time.

If the call center managers want to improve the quality of the attention in the calls they must listen to the recordings of these.

call center software

Neotel offers free of charge for all its clients the module of call recording with duration of 2 months. For customers who want to store their call recordings indefinitely, Neotel offers the premium module of the virtual recorder. More information about this module here: https://www.neotel2000.com/en/premium-virtual-call-recorder/

With these two qualities of call center software companies can more intelligently optimize their times without hindering the customer experience.

premium virtual call recorder

Optimizing the time in the company means reducing it and at the same time that our agents are more productive in less time.

ivr

It is important to understand that in any call center, more important than considering how long agents need to be talking, would be to analyze whether that time is really as productive as possible or not.

Essential features for any inbound call center software solution

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.

2. Monitoring

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

ivr interactive voice response

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.

4. IVR

virtual pb

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.

Why your company needs a virtual call center software like Neotel’s

The most basic rule for companies to be interested in setting up a virtual call center: increase productivity within it. Neotel’s virtual call center software allows, among other advantages, to generate multiple statistics and reports to obtain the information that will help you to improve the management of your company and record calls. Neotel’s virtual call center will allow that, when receiving a call in your company, what is known as IVR or interactive voice response will be activated, so that then the call will be put in a waiting queue and finally an available agent will attend it.

Neotel’s Virtual call center is intelligent

A virtual call center also offers other benefits in addition to those already mentioned:

Improved productivity and business efficiency.
Reduction of costs since the virtual call center does not require any initial costs.
Cloud systems are accessible at any time and allow all resources to be hosted in one place.
Facilitates the improvement of workers’ quality of life.
The company can be part of the innovation of the current technological era.

Hiring a virtual call center with Neotel are all benefits

Being able to do all call management and work from the cloud provides great benefits.

In addition to that, and as we have already mentioned, thanks to the use of a virtual call center, the company will not need new offices, new equipment, extra software or any installation of hardware; the flexibility of working allows workers to feel safer within their working environment and not think about looking for other options; the cloud contact center or virtual call center means that workers no longer have to be physically in the same place, which brings very attractive advantages.

Thanks to Neotel’s virtual call center, agents feel freer, less tied down, the company saves large amounts of money and improves the quality of the work that is done on a daily basis.

The virtual call center represents a great change to the traditional model

Advances in technology offer great advantages to communications and telephony systems in companies.

Make the most of your call center software by integrating the Neotel crm

In Neotel we believe that the integration of our crm with the switchboard can be a very good opportunity. If in your work your clients are not also the first thing for you, this is a mistake that could lead to more serious consequences at a later date.next in Neotel we will analyze the advantages of integrating the crm into your call center:

1. Collaboration between departments

In addition to the sales department, other departments may need customer information in order to carry out their actions. If you hire our crm that is integrated into our virtual pbx for your call center you will be getting a very powerful tool for information management. Any department that requires at any given time to know X information about a customer can access a database very organized and represented in a really intuitive interface, which is the crm.

2. Mobility

Thanks to Neotel’s webrtc lines it is no longer necessary to find us anywhere. With a device with internet connection we can make and receive calls as if it were the office.

3. Reports

Thanks to the information we obtain through the Neotel crm, we can access data that would not be possible without the crm. It is necessary to think that inside the crm there is absolutely all the information referring to each one of the clients, its invoicing history, client file, incidences, etc.

4. Call recording

Although when you contract our call center software you already have a system for recording all outgoing and incoming calls, at Neotel we went a step further and introduced the premium virtual recorder. The difference of this with respect to the standard one is in its limitations, that with the premium recorder do not exist, whereas with the standard call recorder our recordings are eliminated after 2 months.

5. Pop-up windows

Thanks to crm, when a customer calls our company, the agent who is going to answer the call can see a pop-up window on screen with the most relative information of that customer to anticipate the conversation and thus be able to give a better service.

Without the crm, when a customer calls us, the agent will need to ask for their name and look for the customer’s file or fill it in if it doesn’t exist. This means more time and the possibility of mistakes.

The following CRM form «Customer Relationship Management». Integrating Neotel’s crm into your call center system will bring your company innumerable advantages.

Why does your company need a Software Call Center?

Workers will be able to connect from any device connected to the Internet and from anywhere. This implies a mobility and flexibility to our company that otherwise would not be possible.

On the other hand, agents will be able to make transfers to other extensions quickly. It will also increase the capacity of the management of the lines.

With features such as the ivr, we notice a maximum intelligence and efficiency to our company.

Neotel’s call center software does not require any initial investment by the client.

With our webrtc lines, companies obtain a series of benefits, both economically and in terms of functionalities.

The value-added services for the virtual pbx and call center software are as follows:

Statistics You will be able to know all kinds of details about the duration of calls, which agents attend which calls, volumes of both outgoing and incoming calls, schedules of calls, missed calls, waiting times, and so on.
Call recording. Allows to have a record with all the incoming and outgoing calls recorded. By default, in Neotel all our customers when hiring our call center software already have this free call recording service at no cost and active by default. This service has a limitation of two months in the time that the recordings are preserved from your panel. If you want to remove this limitation there is the possibility of hiring the service of Premium Recordings, with no limit on how long your recording is kept. More info: https://www.neotel2000.com/grabadora-virtual-de-llamadas-premium/
Voicemail. This feature allows the caller to leave a voice message when they have not been reached, and the agents to listen to these messages. This feature is often used in cases where the caller contacts after hours.
Waiting lines. Keep calls waiting with music while agents are inactive or busy with other calls.

Neotel’s virtual pbx and call center software enable Cloud functionalities, allowing companies to increase their productivity, optimise their resources more intelligently and improve customer portfolio management.

It should be noted that with our tools and applications companies are connected to their business 24/7 and from any device with a connection to the Internet: tablets, computers, smartphones, etc. The web real time communication (webrtc) allows communication between two devices with an Internet connection. It is only necessary to have in our device a camera (if we want to use the functionality of the video) and a microphone (if we want to use the functional one of the audio).Neotel is the company of telecommunications directed to companies that offers its services of lines webrtc before any other one.

Contact us now and ask for the features of Neotel’s virtual switchboard and call center software.

Any company that pretends to control the information of its calls and improve the management with its clients should contract the software for call center.

Neotel’s call center software is aimed at freelancers and companies that are interested in increasing the optimization and management of their company along with its relationship with its customers.

The cost of poor customer service and how to solve it

If you are still using an old call center system in your company, change it. Now you have the opportunity with Neotel and its call center software to give that last impulse that the company and the customer service of it needs.

Here we show below 4 problems to avoid in a call center. And how to solve them.

Problem 1: your campaigns are wasted

Providing bad customer service includes the risk of customer losses. If the attention received by customers is not adequate, our customers will not want to continue with us. And therefore our campaigns will be wasted. What can you do about it: Does your company have objectives to encourage its staff? Are your call center operators up-to-date? Do you already work with the best call center tool in the market? If you have answered affirmatively to any of these questions then it would be time to review your strategy.

Problem 2: a lot of time is lost

Does it take a long time to respond to calls or complaints from your customers? If yes, maybe the problem is in the type of call center software that you use in your company. By not working with updated software we are at risk of not working in the most productive way possible. What you can do about it: Search for call launchers that automate tasks so that your agents do not have to make the calls themselves.

Problem 3: you get bad reviews

Bad reviews can also affect your business very negatively. In addition, bad reviews not only result in that particular client is not going to return, but their bad criticism could be seen by more potential customers who also would stop winning. What can be done about it: To identify our failures and errors is fundamental for when it comes to fixing our image. Bad criticism can also be learned. When they give us bad reviews, the smart thing is to know how to take advantage of them to solve them and improve our business. The worst thing that can be done is not knowing how to take advantage of bad reviews.

Problem 4: you lose customers

Clients who have a bad experience with their company will never use their services again. Having more options, when a client has a bad experience with a company, he will simply look for other alternatives but will not continue using it.

What you can do about it: Investing in the best call center software solution for your company is the fastest way to ensure a good user experience for our customers when they communicate with our company.

Do you still think that your company can pass without a Call Center software?

To obtain information about the callers, the call center software systems work integrated via the crm.

How does the call center software benefit your business?

Cloud-based call center systems

With the Neotel call center software, the company (Neotel) is responsible for all the maintenance of the software so that the client does not have to worry about anything. The main purpose of the virtual pbx is to manage the calls, both incoming and the outgoing.

What is a virtual switchboard?

Various studies mark the experience in customer service as the differential factor at a competitive level. Clients require an infinite number of possible means of communication with companies: chats, telephone lines, whatsapp lines for instant messaging, email, etc.

Usually when a user visits our website, he ends up making a phone call for a responsible to explain all the final doubts that may have. The phone is still the main tool most used by customers. Software call center has established itself as an essential tool for companies and their telephone service with customers. Call center software is a tool to promote, help and improve customer assistance.

The advances in voice telephony ip or voip have made it only necessary a phone, a browser and a computer to work from the first day with the call center software. Within the Neotel call center software we can find different types of launchers automatic calls : progressive marker, predictive dialer and robot call.

5 advantages of investing in call recording software

Neotel is the leading company in the development of call center software, crm and virtual pbx. Since 2001, we have continued offering the best services in telecommunications and at the best price. We do not believe in barriers and therefore we work globally, having clients all over the globe. If your company needs a telephone system adapted to modern times, but is not willing to spend a huge amount of money to achieve this, we recommend that you contact us urgently. We have the ideal solution for your business. Thousands of customers already trust Neotel as their telephony provider company for their company. You and your business may be next. We are more than happy to assist you.

Trust Neotel for communications in your business

You already know the importance of communications with your customers in your company. Today we want to tell you 5 advantages of investing in call recording software.

1. Simpler training

When you have a library full of real conversations and cases, you can review them and use these as the best training tool for your employees. By being able to review and listen to recorded conversations, you can identify the failures that your agents make, and then sit down with them to improve them.

2. Quality control

With all the incoming and outgoing calls you can perform a quality control of them.

3. Instant feedback

With the call recording software you have easier daily power, for example, to check all the calls that have been made within your call center, and that same day analyze the quality of the service your customers have received. In this way, this is easier than if we left this task pending in the long future. Having the possibility to listen to all your calls, it will be much easier for you to improve customer service even more in your company, something that is undoubtedly highly valued by any customer.

4. Better customer service

With the call recorder companies are able to improve their customer service to points previously unsuspected. The telephone service offered to your clients must be your best weapon. Do not forget that the competition is broad. Therefore, if we want to increase our customer base and build loyalty, it is necessary to offer the best possible telephone service.

5. Saves all incoming and outgoing calls for life

Neotel offers 2 months of recording calls by default to all its customers at no cost. But what happens when we need more time? For clients that need a dedicated server to keep a complete history of all calls made, and that these are kept forever, there is a premium call recording service where the customer has 1TB of capacity to store all calls. This way it does not matter how much time has passed. Your calls will always be stored there 100% securely. In addition, premium call recording service puts into operation a search engine to make it very easy to locate your calls, with different configurable filters by the user. To use the virtual premium call recorder system you do not need anything. Only with an Internet connection. And if you need our operators to inform you with more details about the premium virtual recorder system, we recommend that you contact us and ask for it.

How do I optimize my Call Center?

With Neotel’s call center solutions the company gains in effectiveness.

In Neotel we have the most advanced professional computer tool for call centers around the world developed in-house.

Another of the main advantages of Neotel besides its call center software is its switchboard. With the Neotel switchboard companies save maintenance and installation costs and, without having to invest absolutely anything in the beginning, customers can enjoy the virtual pbx from the beginning.

Our company is based on three distinct pillars: the virtual pbx, the call center software and the crm.

Customers will be well taken care of. And we achieve the pre-defined objectives.

With Neotel’s call center software system, your company saves money every month and you don’t need to worry about installations or breakdowns. Put your trust in the leading brand since 2001. Leave your business phone system in the hands of Neotel.

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