Entradas

How and what is the virtual fax still used for?

In the late eighties the fax revolutionized the communication of the most prestigious companies worldwide. Four decades have passed and it is still a functional tool for some businesses and individuals. Technology has evolved and today we have the opportunity to use the virtual fax.

It seems that nowadays there are too many ways to communicate to have to resort to this technology. However, fax can be much more useful than many imagine. That is why there are services that allow you to adapt this office device to today’s systems.

First of all: What is a fax machine?

It could be said that the fax machine is the starting point of all communication we have today. This device integrated the modem, the printer and a scanner, allowing images to be sent via a traditional telephone line connection. In fact, the transmissions are made to a special number.

virtual fax

Today, part of what the smartphone does is basically this, but in a much more advanced way and from digital systems. Of course, the development of the internet and various software has allowed greater possibilities in terms of communication and sending documents. However, it is understood that the fax was the beginning of this concept.

This does not mean that the fax has lost all its relevance. In fact, many people of interest to companies still use this type of technology. Undoubtedly, having the ability to at least be able to receive and send information with this device has its benefits, especially for companies.

Virtual fax: What is it all about?

Precisely, nowadays there are ways to communicate with fax machines without having to buy one and plug it into the office. This is what the virtual fax is all about, which is nothing more than a module that allows documentation to be sent to this type of device. Likewise, companies can receive notifications or documents sent via fax, thanks to this system.

The virtual fax is a system that can be used basically on any device. It only requires a computer, a tablet or a cell phone with an internet connection to use it. Nor is it required to buy any equipment, or perform any kind of installation.

It is a simple, expeditious system that is not very expensive either. In other words, its great usefulness and low cost means that it is better to have it than not, especially at a business level. Nowadays, it has become a service and many companies hire it for several reasons.

A fax to email

Few people know this, but some email applications are configured to allow sending and receiving faxes. In fact, Gmail which is one of the largest email companies has this option. This is because, in the early days of the Internet, many companies used both means of communication.

Over time, these systems were relegated to the background due to the new Internet tools. And although the custom of sending or receiving faxes by e-mail became somewhat obsolete, many companies kept their fax machines in their offices for unforeseen circumstances. In fact, many people still use it today more than you might think.

Basically, e-mail is the medium that allows you to send and receive faxes. Of course, it’s not as simple as just sending an email and having it appear on a fax sheet. This is where the virtual PBX comes in and companies like Neotel offer this service in a complementary way.

How is virtual fax used?

As in the past, in order to send faxes, it is essential to have a specialized telephone number for this type of device. In this way, the person sending the fax indicates where the information will go. Providing this number and the telephone line is an essential part of offering a virtual fax service.

Once the company has its line and phone number assigned, it can receive messages sent from a real fax machine. Having this capability is what is sought after at the enterprise level, because it opens the door to more business and allows for more complete and integrated communication.

Likewise, from this moment on, the company that pays for the virtual fax service can send faxes. To do so, it will simply use the business email, which is adapted to establish this type of communication. Basically, the process is similar to the one used to send e-mails, except that, instead of entering an e-mail address, the fax number to which the documentation is to be sent is added. The process is very simple.

Why use a virtual fax service?

The ability to be able to send and receive faxes is an important and inexpensive provision. A current maxim in the business world is to achieve the widest possible connectivity and communication capacity. Precisely, the virtual fax is another way to be able to negotiate with people who still use this device.

In fact, there are countries where having a virtual fax is much more than just a forecast. Two examples of this are Spain and the United States, where many companies are reluctant to dispense with this device altogether. According to some figures from companies producing fax machines, more than 380,000 such devices were sold in Spanish territory in 2019. By 2020, this number amounted to 430,000 copies sold.

In other words, in countries such as Spain, the production and marketing of the fax is still going on. Companies continue to buy these products and use them as a means of sending communications and documentation. Having the ability to negotiate and communicate with people using this type of technology is the objective pursued by companies when contracting this service.

How useful is the virtual fax?

Of course, not all companies should be obliged to buy a device of this type. To tell the truth, the virtual fax has the mission of being able to guarantee connectivity to those who do not want to invest in these devices that certainly are somewhat discontinued.

The fax is still used for sending and receiving sales and purchase documents, invoices and other sensitive data. In fact, many companies see this device as a secure and expeditious way to establish communication. For example, many supply chain firms still work this way and not with e-mail. This is still the case even worldwide.

Having the virtual fax allows you to integrate different technologies. This is certainly the usefulness of this module, and it allows the company’s commercial range to be expanded. It sounds simple, but every sale counts.

Why is virtual fax so necessary in Spain?

Many companies in Spain continue to send and receive documents by fax. Some businesses and jobs work exclusively this way. Suppliers are one type of company that still operates this way. However, there are many others that work with this device.

For example, in Spain many of the public institutions still work with burofax. It should be noted that the sending of this type of document with legal weight in Spanish territory began with the sending of faxes. Therefore, many law firms and public institutions still have faxes in their facilities.

Likewise, many clinics and hospitals are used to working with traditional faxes. This is because this device is often very effective as a means of sending examinations and diagnoses. The best thing is that it does not require the Internet for its operation, which makes it a fail-safe communication system.

Fax never fails

Beyond the three examples of companies that use fax, many companies of all types still have this device. This is because its sending system is practically infallible. In fact, in a scenario where the Internet fails across the board, fax machines would be the best alternative for sending and receiving notification. This is because these devices only rely on telephone lines for sending.

It is precisely for this reason that many companies still buy and even use fax machines. Then, it is important to note that there are still many businessmen and entrepreneurs who use their fax machines as a priority. For example, there are elderly private individuals who have not wanted to migrate to new technologies and remain with the reliable.

That is why any company that intends to have validity in the market should hire the virtual fax service. This will allow you to negotiate, send and receive documents with a wider range of people, without excluding them due to the technology they use. The next question is: How do I get the virtual fax? If you hire our virtual PBX for SMEs you will be able to count on this integrating tool.

At Neotel we have the virtual fax service at low prices.

Many communication companies sell the virtual fax service as their main service at very high prices. At Neotel, virtual fax is a complement to our call center software. For this reason, we offer the service for a monthly fee of 8 € per month.

The virtual fax is an add-on to our advanced virtual PBX for SMEs. This is a program that will be very useful to manage the commercial communication of your business. Your customers will never feel better served and your company will project responsibility and reliability.

Call recorder: training the telephone operator

The call recorder is one of the call center software tools that allows maintaining a quality and prestigious call center department. Many companies use this module as a way to verify the quality of service provided to users. Others, on the other hand, implement it as a practical way to keep a record of business conversations. To tell the truth, this is a very useful system at the professional level.

Large companies with customer service centers take advantage of the call recorder as an educational resource. In addition, it is important to clarify that its work is not limited to the call center, being equally necessary for any business. This is so because the attention to users is neuralgic in any company. Now, do you know what this technological solution is all about?

What is a call recorder?

premium virtual call recorder

The call recorder of the call center software is an application that allows recording all incoming and outgoing phone calls in a company. From its use, companies store large amounts of conversations related to their business activity. This type of data is considered commercially important, subject to protection by law, and its recording allows various internal tasks to be carried out.

In addition to the application that records each telephone call, companies must have appropriate storage space to store such digital information. In the past, firms that had a call center had to invest in expensive data centers and servers to be able to maintain this type of backup. Today, thanks to cloud storage technology, companies do not need to redirect funds into such facilities.

Nowadays, renting a virtual PBX service is more than enough to be able to make this record. This is one of the advantages brought by the Internet and new digital storage techniques. The call recorder is just a part of the monitoring module.

Why is the call recorder useful at the enterprise level?

There are many compelling reasons why companies use the call recorder. Broadly speaking, what the call recorder allows is to be able to review internal work. Thanks to this application, it is possible to review the attention that the company is offering to its customers, how telemarketers are attending and even to review a problem or specific case that occurs with a user.

This review capability can be used in many ways by companies, regardless of the economic activity in which they are engaged. The call recorder can improve many aspects of customer service, both at the institutional level and in terms of direct communication with users.

In fact, the call recorder allows to review the processes and responses of the company. Listening and analyzing the records will help to identify problems generated by the company to its customers, to seek their solution and offer a better service. Being able to correct or facilitate procedures always improves the users’ perception of the company. That is why it is so important to increase the level of service at all times.

Call Recorder: Improving company processes

Stored calls are a reflection of the problems presented by the customer with regard to the work of a company. This is critical, especially for companies that sell services of all kinds. Call center firms can reinvent themselves and improve by reviewing recorded call backup.

Being able to listen to recorded calls makes it possible to identify problems presented by groups of customers. If, for example, a particular failure occurs in a bank’s system, the number of incoming customer reports will alert managers. This, in turn, will allow them to have input and generate both solutions to the problem and responses to reassure customers.

Sometimes, analyzing the recordings helps to improve the solutions, reports or procedures in place. To be sure, many of the procedures that are still in place in customer service centers have been developed thanks to this module. This gives us an idea of the impact of using the call recorder at the enterprise level.

Call Recorder: training the operator

One of the biggest problems faced by companies is the management of teleoperators. Those who are new entrants are unfamiliar with the applications and are often inexperienced. On the other hand, some simply do not perform their job with empathy and in the right way. In both cases, the call recorder allows the teleoperator to be educated.

Although companies usually educate their new recruits with training courses, nowadays it is understood that education within companies must be continuous. Precisely, one of the ways to educate personnel is to invite them to listen to their own calls. In this way, the operator can internalize what he does correctly and where he makes mistakes.

Recorded calls are an example for the telephone agent of what to do and what not to do. In fact, each call is an example of what the service should be and what mistakes to avoid. In fact, there are many educational activities that can be done within the call center, based on the call recorder records.

Call recorder: three training activities

In prestigious companies, different types of activities are carried out to improve the training of telephone operators. Probably the ones that have the most impact are those reinforced by the call recorder records. Here are three activities that you can implement in your call center or company:

Training courses: Companies conduct courses to reinforce the knowledge of their workers. This is very common in call center rooms and other customer service jobs. In these training activities, call recordings are used as an example to indicate what is correct and what is not, when attending to users.
Personalized training: A very effective way to train telephone agents is to give them a personalized talk. In this case, the coordinator or supervisor can review the calls handled by the specific teleoperator and let him/her hear what he/she is doing right and what is not.
Staff evaluation: Many companies go beyond training and create evaluations. From this formula, the operator can correct his faults, motivating himself through the ratings. In many call centers this dynamic is used to distribute special bonuses and make promotions with objectivity.

The call recorder is not only for the call center.

The aforementioned examples are situations that are commonly seen in a call center. However, any type of company or business that has telephone communication with customers should implement the call recorder.

For example, an online store that has two people in charge of handling orders and inquiries via telephone, can implement this module to verify if they provide adequate attention. Similarly, if a company has a telemarketing department, this module allows to verify how the telemarketers are performing.

This module is also very useful for third party verification. This is a practice that is usually done when a customer needs to change a service plan or buy something over the phone. Of course, this is another of the functions that are part of Neotel’s advanced monitoring module.

Neotel monitoring module: What functions does it have?

The call recorder and cloud storage space are the most important part of the monitoring module. Added to this is the spy and whisper module, which allows call center coordinators to listen in on the calls of their telephone operators. Similarly, the owner of an online store can listen to the managers of his accounts and telephone lines.

In addition to these functions, there is the third-party verification function mentioned above. This has been designed to verify purchases of products or services over the phone. In this way, companies have their backs covered in the event of any errors. One of the great advantages of the monitoring module is that it is an excellent resource for complying with consumer and data protection laws.

The monitoring module with call recorder, spy and whisper and third party verification comes with the Neotel call center software contract. No matter the plan chosen by our client, these are benefits of contracting our call center and telemarketing software service. In addition, we have the most competitive virtual PBX plans and prices in the market.

In addition to this, we also offer the premium call recorder that allows you to increase the space available for call backup by up to one terabyte. In this way, the equivalent of two years of continuous recording can be saved. Neotel offers you what you need to record your business calls, review them and improve the quality of service you offer to your users.

Why are companies using cloud video conferencing more?

Until recently, cloud-based videoconferencing was understood as a resource for informal family communication. However, the use of this technology has increased dramatically in the business world. The most recent studies and surveys agree that video calling has become a truly influential human practice.

However, in the case of companies, it is not enough to make video calls through a social network. When the purpose of the communication is commercial, the appropriate resources must be used. The objective is to generate trust and formality. To achieve this, companies can resort to the virtual switchboard, which has a special module for this activity. Now, do you know what videoconferencing and video calls in the cloud are useful for?

Business video calls: require other types of programs

 

video calling and videoconferencing in the cloud

Anyone who thinks of a video call will think of social networks such as Facebook and WhatsApp. However, these websites are far from offering a suitable environment for the work of a company. In fact, making a video call in the cloud from an entertainment platform is uphill, due to the limitations of these services.

Certainly, there are platforms designed specifically for business video calls. However, these also have certain limitations that are only improved by fairly expensive monthly fees. Some cost the same as a basic virtual PBX plan, which even offers telemarketing features and is much more versatile.

Modern call center software offers cloud-based video calling and video conferencing modules. This type of feature is just one of several that this type of program offers. In fact, this option is much more advantageous for companies and businesses for several reasons.

What is video calling in the virtual PBX cloud like?

Virtual PBX programs such as Neotel’s provide a web environment for their customers. This is usually done from the WebRTC line, the basis of all platforms with chat and video call modules, among others. However, the best thing about this is that each company has its own system for using this format for real-time conversations.

In addition, this virtual environment is designed to work with IP telephony. In fact, this is ideal for a business environment because in this environment special telephone devices are usually used for videoconferencing. An example of these are business desk phones with display and IP connection.

Of course, the virtual PBX and its cloud-based video conferencing module can be used from a computer or smartphone. In truth, all the employee needs to communicate with other colleagues or customers is a device with a broadband connection and digital camera. Of course, the application of video calls has various utilities within companies.

Working in times of emergency

The occurrence of the COVID 19 pandemic posed a very complicated work scenario. Faced with the quarantine, video calls and videoconferences became viable solutions to maintain study, work communication and commercial activity. This is how this tool gained prominence for companies and businesses.

Video calls have allowed many companies to continue their work without the need to be in person. Better yet, many professionals and freelancers have been able to generate income from the comfort of their homes thanks to video calling in the cloud. This has given greater validity to the use of the virtual switchboard in small businesses or those that do not have a call center.

Cloud-based video calling is now a tool that allows work to continue in times of emergency. However, the advantages that have been found in the use of this technology already place it as a frequent means of conducting meetings.

Easier and more productive business meetings

Many companies have found that using cloud-based videoconferencing has advantages over face-to-face meetings. Group video calls make it possible to bring people together who are not in the same location. In fact, this module is used by the most prestigious companies to make decisions involving a certain number of managers. This despite the fact that they are not all in the same city or country.

Another advantage of videoconferencing in the cloud is that meetings are more organized. The sole use of this tool implies establishing an order to give an opinion and avoids the problem of murmuring, typical of face-to-face events. This facilitates the dynamics and makes it possible to better organize work-related activities. According to some statistics, 94% of companies believe that video calls increase productivity.

Similarly, video calls make it possible to work better with non-contracted personnel. Today’s companies can work with specialists without offering permanent contracts. This makes it possible to reduce some hiring costs and to carry out collaborations or special jobs. From the cloud video call, instructions can be given and assignments can be properly tracked.

Cloud-based video calling: Improving customer relationships

Videoconferencing generates guarantees of trust in the clientele. This is because audio calls allow you to get to know the entrepreneur or agent in charge much better. The fact of being able to see the people with whom we are negotiating makes it much easier to close deals.

Nowadays there are companies that provide customer service through video calls. This medium is very positive in those tasks that involve self-management on the part of the customer. For example, the telephone agent of a cable TV company can give much clearer guidance to a user in the event of having to check a fault.

Even some retailers are using such tools to present their product catalogs. Of course, using the video call module of the virtual PBX gives more formality and credibility to the entrepreneur. Very positive feedback can be generated about the virtual PBX from the clientele.

It is a source of income

Those companies or entrepreneurs who are involved in education can take full advantage of video conferencing in the cloud. It does not matter what subject matter the entrepreneur masters, because there is always an audience for every learning experience.

In fact, many people generate extra income by teaching others their trade. For example, there are very successful salespeople who, in addition to marketing, teach other people about sales techniques. There is a whole market of consumers willing to pay for learning, or attention.

There are no limits to using video calling in the cloud as a source of income production. From tarotists, to sexologists, to psychologists can turn this module of call center software into a business in its own right. Even schools and other educational institutions are acquiring the virtual switchboard to operate during the pandemic.

Replacing other means of communication

Estimates suggest that video calling will replace the traditional voice call in the next few years. This trend will not only be adopted by companies, but will also be driven by them when offering their services. According to recent studies, 89% of people believe that video calling and video conferencing in the cloud allows them to feel more connected.

In addition, the rate of people preferring to make video calls has risen to 87%, up from about three years ago. Video calling enables feelings that are no longer possible through a traditional phone call. Some of these are emotional connection, engagement, trust, transparency and concentration.

It should be noted that all these sensations are fundamental both in the commercial area and in work environments. In other words, they facilitate the internal work of companies and the action of offering and selling products or services. For this reason, projections are clearly in favor of video calls, understanding that the Internet is becoming more and more widespread worldwide.

Neotel’s cloud-based videoconferencing module

Neotel’s virtual PBX is one of the most practical, functional and fastest on the market. This service goes far beyond simply having the ability to make video calls and video conferencing in the cloud.

Neotel’s module allows recording video calls made with customers or employees. In this way, the company keeps a record of incoming and outgoing video calls. Video calls can even be transferred to facilitate effective communication.

The cloud-based video call module is completely free for entrepreneurs who purchase our virtual PBX. It doesn’t matter if the customer purchases the most basic plan, they will still have this innovative tool. There are excellent opinions on the Internet about Neotel’s virtual pbx and its operation. Those who contract the service can count on the support, quality and assistance of our work team.

The progressive dialer and its commercial importance

The IP virtual PBX is set to become the center of business communication in the coming years. This is possible because its technological evolution has allowed it to become something much more complex than call center software. In fact, some of its complementary functions will also be the talk of the town and among them is the progressive dialer.

The progressive dialer is an automation feature widely used in certain telemarketing departments. However, it may be necessary to first explain what dialers are and what this particular one is for.

Dialers What are they?

 

progressive dialer

Phone dialers are systems that allow a large number of calls to be made automatically. For this purpose, lists or batches of telephone numbers are used, which are processed by the program. In addition, they analyze the dynamics of a call center.

In fact, the intelligent analysis of call dynamics in a call center is the automated part of the dialer. The first dialers did everything mechanically, which only brought negative results. Today, these programs work with very advanced algorithms.

This is an excellent way to increase productivity in call center or telemarketing campaigns. Launchers make sure that operators answer a call whenever they are not busy. It doesn’t matter if they are outgoing or incoming calls. Their job is to ensure that production at the customer service level does not depend on human beings.

This is how the progressive dialer works

As its name suggests, the progressive dialer launches calls progressively. It is important to understand that its function makes it an unaggressive call launcher. This differentiates it from the predictive dialer, which is designed to improve customer service call center times.

The purpose of the progressive dialer is to dial outbound calls when operators are available. In other words, the system makes the call when it perceives that a telemarketer in the department is free. In this way, it ensures that productivity is maintained, but in a secure manner.

Of course, this telephone dialer is useful for one type of work or one type of department. In fact, each of the phone dialers can be useful depending on how it is used. This is what many call center coordinators and managers do not know, being one of the secrets to offer a better customer service.

Progressive dialer: ideal for small call centers

Those who have a company with a small call center department can use the progressive dialer. In fact, this is an excellent tool to get started in the world of corporate customer service. When you have a room with few operators, the progressive dialer speeds up the work, but in a controllable way.

This is because the dialing will be done progressively, distributing the calls among the operators who are free. Its use is not complicated and allows to control incoming or outgoing calls in a simple way.

For example, a chain of three stores selling household appliances that wants to have a customer service center can use this call center software tool.  Companies that do not have experience with telephone answering can learn how to manage these departments with progressive dialing.

Do you want to do telemarketing? Use the progressive dialer

Those businesses and service companies that want to do telemarketing have in the progressive dialer a great ally. Those who have an outbound calls department or a group of people for these tasks, can obtain great results with its use.

The progressive dialer is one of the most used in outbound departments. The most successful companies that understand the impact of telemarketing use it. One of the mistakes made in telemarketing offices is to let telemarketers make the calls on their own.

Progressive dialer allows you to maintain a good level of outbound call rate by letting the system make the calls. This means a higher number of sales and effective contacts, which is always desirable. In telemarketing it is known that the more calls made, the greater the chance of making a sale.

Improving the work of the outbound operator

Truth be told, telemarketers get tired or can sometimes lose some time. Human productivity is always conditioned by the personal situations the worker faces on a daily basis. This means that if an agent comes to the office tired or with a family problem, he or she is likely to be less productive.

With the progressive dialer, the impulse to make outgoing calls is not left in the hands of the teleoperator. On the contrary, the system is only in charge of launching the calls and he must answer them when the customer answers. Everything is automated and does not depend on human labor.

The productivity of telemarketing campaigns is completely assured with this system. Of course, telemarketing goes beyond making sales. Outbound calls are used to collect payment, to grant offers or bank cards. Basically, these are useful mechanisms for any type of outbound calling campaign.

Other functions of the progressive dialer

The main task of the progressive dialer is to dial calls when the agent is available. But at the same time, this intelligent tool performs other important tasks for managing a business’ outbound calls.

One of the additional functions offered by the dialer is the discarding of phones that are not working. When the system dials disconnected phones, no dial tone or numbers assigned to fax, it discards repeating the call.

This allows the system to concentrate on the telephone numbers that are operational. In case they are busy, switched off or no answer is found, the dialer can always redial. This increases the chances of having even more successful campaigns.

The best thing is that the system learns the right rhythm of operation of calls in the room. This happens because the dialer works with algorithms and analyzes the dynamics of communication. This is an artificial intelligence application.

Three scenarios where the progressive dialer is ideal

Long calls: If the telemarketing department requires long conversation times with customers, this call launcher is ideal. Unlike the predictive dialer, this one is not intended to improve response times.

Offering calls: Many times telemarketing campaigns are not to sell, but to offer something. It could be a discount coupon, a credit card or a contest. In these cases, the progressive dialer works very well because it goes through the list of telephone numbers to achieve the highest number of effective contacts.

Call center or inexperienced operators: When the call center is very new or has inexperienced operators, this system allows to maintain a standard productivity. In fact, its operation still reduces operator downtime, but without reaching a dizzying pace. This also differentiates it from the predictive dialer, which is for call centers with higher call volume.

Of course, a good dialer performs advanced calculations and is easily programmed. It is important that the IP PBX has a simple interface so that entrepreneurs who use it can get the most out of it.

Neotel has a high-performance progressive dialer

The progressive dialer is one of the modules integrated into Neotel’s call center software. Like the rest of the program, it is operated from a simple, easy to program and very functional interface. It is one of the most advanced systems of its kind in the market.

With this digital ally, agents will never be idle, generating good productivity for the company. No matter the objective of the telemarketing campaign, this system will increase the number of contacts and effective business. This, in turn, is fundamental to organize the work within a call center.

It does not matter if it is two telemarketing operators or an entire call center room. The progressive dialer adapts to all types of customers and at Neotel its cost will depend on how many operators are going to implement this system. For example, if the company will only use it with three agents, the contracting party will only pay the additional cost for them.

Cheap and advanced IP Virtual PBX

This and other Neotel modules can be purchased when acquiring the IP virtual PBX, which is the basic program. This will allow business communications to be managed in a professional manner. In this way, entrepreneurs and traders can offer excellent customer service and grow with various telemarketing tasks.

The best thing is that the service is inexpensive, innovative and requires no installation. Neotel is in charge of the entire technical process and the contracting party only needs an Internet connection to use the program. Undoubtedly, the technological solution for the communication of the future.

Private label PBX: set up your own IP telephony business

Neotel offers its IP telephony services to companies of all types. However, our company also gives new entrepreneurs the option to sell and earn money with our services under their own brand. This is precisely what the private label PBX is all about.

Services related to IP telephony are increasingly in demand. The projections of ICT studies reveal that communication tools such as call center software are the future in the business sector. Therefore, this is an excellent opportunity for those who want to have their own business.

What is the white label PBX?

The white label PBX is a business line designed for those entrepreneurs who want to offer IP telephony services. In this case, Neotel offers everything necessary to entrepreneurs who want to invest in this technology to sell it to other companies.

 

Neotel does not ask entrepreneurs to sell the service as under its name. It simply provides the software, servers and all the necessary technological support for the interested parties to sell the service as if it were their own. The entrepreneur can open his company and sell the call center software on his own account.

In this way, the entrepreneurs can offer the service in their locality, or country and make a name for themselves in the technology market. They will generate their own profits, giving Neotel a commission. In the meantime, they will have the technical assistance, the servers and the software, which is ultimately what they will sell. In short, it is about having your own company from a successful and finished product.

What is IP telephony?

Today, anyone can make calls anywhere in the world from an Internet connection. In the same way, companies can base all their internal and external communication on this type of connection. This is made possible by IP telephony.

Business telephones can now work over the Internet. Today, a secretary can receive a call over a broadband connection. This is very positive because it lowers costs.

IP telephony makes telephone billing cheaper and eliminates the need to rely on in-house servers. Today all communications are done over the Internet and all information is stored in the cloud. It is not only about the calls, but also about the systems to manage them and to serve customers.

Why is IP telephony so cost-effective?

In principle, IP telephony is profitable for companies because it is very economical. In the case of companies with customer service departments, the savings are up to 80%. In fact, this technology makes it possible to replace the old virtual PBXs and servers.

However, IP telephony is not only convenient for companies because of its low cost. In addition, this technology is compatible with state-of-the-art software that provides the entrepreneur with very effective and creative tools for customer service and marketing. In short, its implementation means having better functions at a lower price.

IP telephony makes it possible to set up entire customer service departments with very little investment. To use it, you just pay for the service to a company that offers this technology and everything works instantly. Those interested in the white label PBX, what they will do is to set up a company that offers this option to companies.

White label PBX: how to offer IP telephony

IP telephony has multiple business uses and knowing them is important to be able to offer it. The most innovative and powerful companies in the world base all their communication on this technology. In many cases, the telephone line is usually understood as a secondary emergency resource. Below, you will see which are the uses that companies can give to this technology:

Create a customer service center: Many companies use IP telephony to create their call center rooms inexpensively. The best thing is that no installations, maintenance costs or specialized personnel are required.
Internal communications: Although there is a lot of talk about IP telephony for customer service, it is useful to support internal communications. The best thing is that programs with the virtual PBX allow call transfers, muting and other functions used in offices.
Small entrepreneurs: One of the big problems of SMEs are the costs of communication. An excellent way to start customer service when there are not many resources is to hire IP telephony services and programs. The plans are usually adjusted to the budget and needs of each entrepreneur.
Telemarketing and marketing in general: Today’s virtual PBXs have a myriad of modules that facilitate advertising, expanding the reach of companies.

In fact, almost every company could use the IP virtual PBX service. It doesn’t matter what business they are in, whether they sell services or products. That is why the white label PBX represents an excellent opportunity for entrepreneurship.

The opportunity to undertake with a white label IP PBX

Undoubtedly, IP telephony is a business that looks very good in the present and in the future. Since the events that occurred during the COVID 19 pandemic, companies have placed greater value on technological advances in communications.

In addition, according to multiple consultations and surveys, companies are looking favorably on IP telephony. For example, there are currently high expectations regarding video calls and video conferencing. All these products are offered via the PBX in the cloud. This is precisely what entrepreneurs working with white label PBXs are selling.

In recent years, new call center software has been booming. It is expected that the use of this type of service will increase over the next decade. Many companies are replacing the old virtual PBX with this technological solution due to its cost and features.

Turnkey system

The white label PBX is a plan for entrepreneurs who want to sell their own virtual PBX. The system was designed by Neotel, but the entrepreneur will sell it under his own name. This will allow interested parties to become wholesalers of IP voice services. Neotel provides the training, servers and information for the business to operate.

Neotel ensures that the entrepreneur has full control over its virtual PBX platform. This is done through the turnkey system, which will allow you to offer IP telephony services with total independence. This implies having an own VoIP telephony business.

In fact, the entrepreneur can also allow other resellers or companies to do the same. There is no limitation to offer the product and generate own profits. Neotel only charges part of the initial investment to set up the new business.

What does Neotel provide for you to start your business?

Those who want to opt for the white label PBX program for entrepreneurs have full access to the product. Neotel provides the PBX in the cloud for the new business to sell. This software is complete, stable and has very advanced modules.

Neotel also provides the platform for the company to manage its sales. In addition, the entire service is supported on our servers. The new entrepreneur does not even have to invest in expensive installations. Basically, we provide all the infrastructure that supports the product.

In addition, Neotel offers full cooperation and training for the management of the service. Entrepreneurs who purchase the white label PBX will have technical support whenever they wish. Likewise, we perform all the necessary installations.

Neotel offers a correct operation

Neotel has all the necessary infrastructure to ensure a quality product. Our support is a guarantee of success for the company that wants to offer our products on its own. We guarantee connectivity, security, maintenance and technical assistance.

Our services operate uninterruptedly and our data centers have high technology equipment. We also have modern power supply and air conditioning systems, as well as an expert maintenance staff. We have two data centers: one in Madrid and one in Seville.

Interested companies should only sell the virtual IP PBX and the rest of the technological solutions available at Neotel. If you are interested in investing and setting up your own IP telephony business, contact us.

Centralita marca blanca: monta tu propio negocio de telefonía IP

Neotel ofrece sus servicios de telefonía IP a empresas de todo tipo. No obstante, nuestra compañía también les da la opción a nuevos emprendedores de vender y ganar dinero con nuestros servicios bajo su propia firma. Precisamente en eso consiste la centralita marca blanca.

Los servicios relacionados a la telefonía IP son cada día más solicitados. Las proyecciones de los estudios sobre TIC’s revelan que herramientas de comunicación como el call center software son el futuro dentro del sector empresarial. Por ello, esta es una excelente oportunidad para aquellos que quieran tener su propio negocio.

¿Qué es la centralita marca blanca?

La centralita marca blanca es una línea de negocios pensada para aquellos emprendedores que quieran ofrecer servicios de telefonía IP. En este caso, Neotel ofrece todo lo necesario a los empresarios que quieran invertir en esta tecnología para venderla a otras compañías.

Neotel no pide a los emprendedores que el servicio sea vendido como bajo su nombre. Simplemente, facilita a los interesados el software, los servidores y todo el sustento tecnológico necesario para que estos vendan el servicio como si fuera propio. El empresario puede abrir su empresa y vender el software de call center por cuenta propia.

De esta manera, los emprendedores pueden ofrecer el servicio en su localidad, o país y hacerse un nombre en el mercado tecnológico. Estos generarán sus propias ganancias, dándole una comisión a Neotel. Entre tanto, contará con la asistencia técnica, los servidores y el software que es a fin de cuentas lo que estos venderán. En resumen, se trata de tener una empresa propia a partir de un producto exitoso y acabado.

¿Qué es la telefonía IP?

En la actualidad, cualquier persona puede realizar llamadas a cualquier parte del mundo a partir de una conexión a Internet. De la misma forma, las empresas pueden sustentar toda su comunicación interna y externa en este tipo de conexiones. Precisamente, esto es posible gracias a la telefonía IP.

Los teléfonos empresariales ahora pueden funcionar con Internet. Hoy en día, una secretaria puede recibir una llamada a partir de conexión banda ancha. Esto es muy positivo porque abarata los costos.

La telefonía IP permite abaratar la facturación telefónica y dejar de depender de servidores propios. Hoy en día todas las comunicaciones se realizan a través de Internet y toda la información se almacena en la nube. No solo se trata de las llamadas, sino de los sistemas para gestionarlas y para atender a los clientes.

¿Por qué la telefonía IP es tan rentable?

En principio, la telefonía IP es rentable para las empresas porque es muy económica. En el caso de las compañías con departamento de atención al cliente el ahorro es hasta de un 80%. De hecho, esta tecnología permite sustituir las viejas centralitas virtuales y servidores.

Ahora bien, La telefonía IP no conviene a las empresas solo por su bajo coste. Además de eso, esta tecnología es compatible con programas de última generación que dotan al emprendedor de herramientas muy efectivas y creativas para la atención y el marketing. En pocas palabras, su implementación supone tener mejores funciones a un menor precio.

La telefonía IP permite montar departamentos de atención al cliente enteros con muy poca inversión. Para utilizarla solo se paga el servicio a una compañía que ofrece esta tecnología y todo funciona al instante. Los interesados en la centralita marca blanca, lo que harán es constituir esa empresa que ofrezca esta opción a las compañías.

Centralita marca blanca: como ofrecer la telefonía IP

La telefonía IP tiene múltiples usos empresariales y conocerlos es importante para poderla ofrecer. Las compañías más innovadoras y poderosas del mundo sustentan toda su comunicación en esta tecnología. En muchos casos, se suele entender a la línea telefónica como un recurso secundario de emergencia. A continuación, verás cuales son los usos que le pueden dar las compañías a esta tecnología:

  • Crear un centro de atención al cliente: Muchas empresas utilizan la telefonía IP para crear sus salas de call center de forma barata. Lo mejor es que no se requieren de instalaciones, gastos de mantenimiento o personal especializado.
  • Comunicaciones internas: Aunque se habla mucho de la telefonía IP para la atención al cliente, esta es útil para sustentar las comunicaciones internas. Lo mejor es que programas con la centralita virtual permiten realizar transferencias de llamadas, silenciar y otras funciones utilizadas en oficinas.
  • Pequeños emprendedores: Uno de los grandes problemas de las pymes son los costes propios de la comunicación, Una excelente forma de iniciar la atención al cliente cuando no hay muchos recursos es contratar servicios y programas de telefonía IP. Los planes suelen ajustarse al presupuesto y necesidad de cada emprendedor.
  • Telemarketing y mercadeo en general: Las centralitas virtuales del presente tienen un sinfín de módulos que facilitan la publicidad, ampliando el alcance de las compañías.
  • Trabajo empresarial remoto: El call center software del presente está diseñado para ayudar a que las empresas operen de manera remota. De hecho, lo único que se necesita para utilizar la telefonía IP es Internet. Un vendedor o teleoperador puede atender a clientes sin necesidad de estar en la oficina. Los trabajadores pueden estar en otra parte del mundo y realizar su gestión.

A decir verdad, casi todas las compañías podrían necesitar del servicio de la centralita virtual IP. Poco importa la actividad económica a la que se dedican, si venden servicios o productos. Es por eso que la centralita marca blanca representa una excelente oportunidad de emprendimiento.

La oportunidad de emprender con marca blanca centralita IP

Sin duda alguna, la telefonía IP es un negocio que luce muy bien en el presente y en el futuro. A partir de los sucesos ocurridos durante la pandemia de COVID 19, las empresas le han dado mayor valor al adelanto tecnológico en materia de comunicaciones.

Además, según múltiples consultas y encuestas las empresas ven con buenos ojos a la telefonía IP. Por ejemplo, en la actualidad existen muchas expectativas con respecto a las videollamadas y videoconferencias. Todos estos productos se ofrecen a través de la centralita en la nube. Precisamente, esto es lo que venden los emprendedores que trabajan con la centralita marca blanca.

En los últimos años los softwares de call center novedosos están teniendo mucho auge. Se espera que la contratación de este tipo de servicio suba durante la próxima década. Muchas empresas están reemplazando la vieja centralita virtual por esta solución tecnológica debido a su costo y funciones.

Sistema llave en Mano

La centralita marca blanca es un plan para emprendedores que quieran vender su propia centralita virtual. El sistema fue diseñado por Neotel, pero el empresario la venderá bajo su nombre. Esto permitirá a los interesados convertirse en mayoristas de servicios de voz IP. Neotel facilita la capacitación, los servidores y la información para que el negocio pueda operar.

Neotel garantiza que el emprendedor tenga control total sobre su plataforma de centralita virtual. Esto lo hace a través del sistema de llave en mano, el cual le permitirá ofrecer los servicios de telefonía IP con total independencia. Esto implica tener un negocio de telefonía VoIP propio.

De hecho, el emprendedor puede de igual forma permitirle a otros revendedores o empresas que hagan lo mismo. No hay ningún tipo de limitación para ofrecer el producto y generar ganancias propias. Neotel solo cobra parte de la inversión inicial para montar el nuevo negocio.

¿Qué proporciona Neotel para que comiences tu negocio?

Aquellos que quieren optar por el programa centralita marca blanca para emprendedores, tienen acceso total al producto. Neotel proporciona la centralita en la nube para que la nueva empresa lo venta. Este software es completo, estable y tiene módulos muy avanzados.

Neotel también entrega la plataforma para que la empresa pueda gestionar sus ventas. Además, todo el servicio se sustenta en nuestros servidores. El nuevo empresario no tiene ni siquiera que invertir en instalaciones costosas. Básicamente, nosotros proporcionamos toda la infraestructura que sostiene el producto.

Además, Neotel ofrece total cooperación e instrucción para el manejo del servicio. Los empresarios que adquieran la centralita marca blanca tendrán asesoría técnica cada vez que así lo deseen. De igual forma, realizamos todas las instalaciones que sean necesarias.

Neotel ofrece un funcionamiento correcto

Neotel cuenta con toda la infraestructura necesaria para asegurar un producto de calidad. Nuestro respaldo es garantía de éxito para la empresa que quiera ofrecer por cuenta propia nuestros productos. Garantizamos conectividad, seguridad, mantenimiento y asistencia técnica.

Nuestros servicios funcionan de forma ininterrumpida y nuestros data center tienen equipos de alta tecnología. También contamos con sistemas de alimentación eléctrica y climatización modernos, así como un personal experto en mantenimiento. Tenemos dos centros de datos: uno en Madrid y otro en Sevilla.

Las empresas interesadas solo deberán vender la centralita virtual IP y el resto de soluciones tecnológicas disponibles en Neotel. Si estás interesado en invertir y montar tu propio negocio de telefonía IP, comunícate con nosotros.

Professional voice-over services: Giving identity to your company

Customer care and telemarketing services are more than just business communication. Nowadays, every communication element is oriented to be part of the corporate image. Each resource is part of the company, its mission and vision, permanently building the brand. This explains why many companies hire a professional voice-over service.

A company’s advertising transcends radio and television commercials. In the past, the largest companies had the luxury of hiring famous personalities from the small screen. Today, things have changed and in today’s communication dynamics, opportunities are amplified even for small businesses. Even the call center service can become an advertising resource.

What is a professional voice-over service?

The transmission of advertising and business messages is a matter that should not be taken lightly. Some of the most prestigious brands have used expert voice talents to promote their image in the market. There are accredited professionals with voice-over certification who are hired to interpret speeches for business purposes.

Neotel’s professional voice-over service responds to the demand that companies have for professional voice-over professionals. Nowadays, this type of work has become very important in marketing. It is known that the messages emitted by a business entity have a direct impact on the perception of customers and potential prospects.

Not just anyone can make an announcement and communicate business messages. A well-targeted voice-over can increase a company’s image, helping to anchor it for years or decades in the market. In the same way, poorly targeted voiceovers can generate a negative view of the company among consumers.

Voiceover: separating the little guys from the big guys

When advertising was broadcast only on radio and television, voiceovers defined the economic future of entire companies. Back then, the big companies were known for hiring the best voices on the small screen. Of course, behind this work were trained voice talents, experts in this type of advertising work.

Likewise, some companies managed to jump to the small screen with low-budget advertising. Unfortunately, those that did not invest enough in expert voice talent could be perceived as inexperienced companies. Few people as consumers want to hire services or products that may be of questionable quality.

Voiceover is a discipline that requires study, preparation and a certain degree of technique. Its objective is to communicate ideas in a coherent, understandable and attractive way. It should be noted that the professional voice-over service goes beyond the hiring of speakers and also has to do with the configuration of the messages.

The close relationship between the call center and voice-over services

The arrival of the call center implied the opening of significant spaces for communication between clients and their companies. With the development of telephone answering services, the importance of voice-over in marketing increased. Soon, new spaces were created that could be used to promote companies and turn them into brands.

Customer care services have been using voice-over to better position companies for decades. Since the development of the IVR, companies have gained an important space to build their image. Voiceovers are not only used to sell, but also to humanize the company and its activity. From this point on, both the interactive response system and voiceovers acquired a new meaning.

In today’s IVRs, voiceovers have a vital impact on customer perception. In fact, today it is much more important to work with the recorded voice of this interactive system. It is important to remember that customers make transactions through this system. Therefore, it is understood that many people will listen to the voiced messages.

IVR and speakers: projecting the company’s image

The IVR is nowadays one of the main resources of corporate image. However, this is thanks to professional voice-over services. Without thoughtful, quality human voiceovers, this interactive system would be a mere operator.

Recorded voiceovers give life to the IVR, which is the system that allows interaction and self-management. This is vital, especially in companies that offer services. Recorded voices give life to this mechanism and, in turn, humanize the company. Therefore, it is not a minor matter to choose both the message and the voice to be used.

The IVR with the voice-over welcomes the system, repeats the company’s slogans and values and interacts with the customer. In addition, it guides callers to the call center to the correct department. Their work has a human connotation and generates a proven effect on the attitude of customers when making calls to the company. Internalizing this gives you a better idea of the scope of voiceovers.

What should an IVR voice-over be like?

The message must be appropriate to have a positive effect. Indeed, getting the wording right is critical and should be carefully considered. This is even more important when it comes to the introduction of the IVR, which is basically every company’s calling card. The right thing to do is to make this part of the message make the customer feel good, enhancing the call experience.

A current best practice is to match the IVR voice message with the company’s values. This strengthens the message of what the company wants to represent to its customers and potential users. For example, there are messages and expressions that evoke transparency, trust or quick attention.

Professional voice-over service: What does it do?

The professional voice-over service involves the locution of a speech devised by the requesting company. However, those who offer to perform this work may offer complementary services. That is to say, there are different ways of doing this type of work.

For example, at Neotel we offer an additional service for the revision of the text. Obviously, the companies that offer these services also need the quality of the messages voiced by the requesting companies.

Before the voice-over is done, it is essential to choose the voice that will perform it. In this sense, it is also necessary to make an analysis where the values and functions of the company are related to the available voices. Once this is defined, the different takes can be performed.

Translation into several languages is important

Another reason why companies hire a professional voice-over service is the need to have IVR in several languages. This type of service offers to translate the operator’s voiced messages in several languages and with human voices.

Neotel translates voiceovers in up to 12 different languages, not including Spanish. Languages as complicated as German, Russian and Mandarin are adapted to the call center service. This is necessary for both national and transnational companies.

Call center software alone cannot offer menus in so many languages. Translation of the service allows companies to increase their range of action and market by offering management to different people, overcoming language barriers. This also means positioning yourself better than the competition.

What Neotel’s professional voice-over service offers

At Neotel we understand the importance of humanizing customer service from the moment the customer initiates the call. That is why our professional voice-over services work based on the communication strategy of our clients. For this purpose, the messages written by the companies are reviewed and submitted for approval, making suggestions.

Then we choose the speaker who can best represent the mission, vision and values of the requesting company. At Neotel we also have female speakers, who are able to achieve a warm and reassuring effect on clients. This is something that has been previously studied.

In addition to this, we offer the additional service of multiple takes. This allows the company to show different takes made by the speaker. This is how they can choose which take is the one they like to incorporate into the IVR. This is in addition to the review and translation of the voiced messages. Our team of speakers and editors guarantee an effective, institutional message, adapted to the reality of each company.

Call us and count on our service, as well as the online hiring of a virtual pbx. All the solutions for business communication are here.

Inbound call statistics: important for any business

The virtual PBX call center allows the management of a company’s communications. Part of this management involves knowing how this communication occurs at the telephone level. To achieve this, it is vital to analyze the statistics of incoming calls. In essence, this module is one of the most important parts of this type of software.

Broadly speaking, telephone statistics graph how the whole communication process with the customer occurs. This data is similar to the nowadays famous social network metrics. As with these, knowing how the flow of calls and the management itself allows the company to better organize the service to users.

Inbound call statistics What are they?

In the past, call centers implemented programs to quantify incoming calls made by customers. These tools not only counted each incoming call, but also allowed recording everything that happened with them.

 

incoming call statistics

To tell the truth, an important part of the PBX concept is to unify call entry for call control. Today, the process is much more accurate and simplified thanks to the implementation of IP telephony. This advance has made it possible to have much more accurate and detailed statistics. With the virtual PBX everything is stored in the cloud, making the installation of heavy and complex programs unnecessary.

Incoming call statistics are data and graphs that allow to verify everything that happens in the call center. However, it is not necessary to have a customer service department to know if the management is done correctly. This is another advantage of the virtual PBX: it allows you to check the telephone communications of any type of business, even if the calls come in on a Smartphone.

What is the statistics module of the virtual PBX like?

The statistics module is presented as graphs with different values and data. These can be verified according to a timeline, but also by checking the development of the calls. That is, if they are answered, if they are put on hold, or if they become losses.

It is also possible to check how the call history of a specific agent occurs. In this way, you have an idea of how a telephone agent, or the manager of an online store, works. Therefore, telephone statistics are a tool to know if the work is being done effectively.

Some concepts are created around the statistics of incoming calls for the evaluation of customer service. Being able to know them is vital to better guide the service. The objective of the analysis is to ensure better availability to customers and, of course, greater opportunities to close deals.

Missed, answered and hung up calls

Missed calls are all those that entered the switchboard but for some reason were not answered. It may be that the agent was doing something else, or did not answer the phone. The statistics module allows you to see this data for each operator and at the global level of the department.

Answered calls are all those that could have been received by the telephone agents. These are synonymous with management and are also measurable by another factor: call time. In fact, there are other metrics related to effective conversations.

There are also the calls that do not even enter the virtual PBX, which we could call «hang-ups». This is what happens when a person is about to talk to the operator and suddenly hangs up for some reason. These are of little value in the analysis, unless they indicate that the communication is faulty.

Average attendance time

Average attendance time is one of the most important metrics for any call center. It is the average duration of all calls handled by an operator. This data is central because it allows to evaluate the effectiveness and speed of each agent when it comes to providing customer service.

Experienced call centers know the handling times according to the customer’s problem. For example, a bank’s call center knows how long it takes for an agent to unblock a debit card.

The average support time adds up all the calls of an operator and generates an average. Coordinators can then compare this data with the acceptable handling times determined by the company. This is how to evaluate whether an operator is fast or very slow in attending. In companies, response time is related to operator productivity.

Availability and calls in queue

The inbound call statistics module allows to know in real time how many calls are in queue and the number of available agents. This is essential for a call center strategy. In fact, verifying this data allows to improve the management of the department.

A supervisor can see this in real time thanks precisely to the virtual call center PBX. But statistics could for example provide an average on these metrics. In any case, graphs will always give an idea of availability and queued calls, allowing patterns to be established.

In plain words, companies can know at what times customers call more or less. Of course, this allows to organize the work better in order to offer a higher availability. This is collective data about the department that is very useful for establishing strategies.

Evaluating individual and collective management

All the above metrics are part of the inbound call statistics. This module generates reports at the individual level and data on the collective management of a customer service department. From there, it is possible to know everything that actually happens with telephone interactions.

This module is nothing more than a complete inbound call log. The data is presented by the program with graphs, averages and resources that allow you to draw conclusions about what is happening. In fact, statistics go beyond numbers to become a didactic and explanatory element.

The data allow to accommodate the management of each agent and also at the group level. Verifying patterns by hours and days is very useful for creating strategies. Undoubtedly, there is a lot of information and conclusions that can be drawn by studying these numbers.

Usefulness of inbound call statistics

As stated above, virtual PBX call center statistics allow you to improve productivity. To this end, both the individual data of the call takers and the department as a whole can be analyzed. It is important to understand that this module also applies to telemarketing offices and outbound calls.

From this data, call duration and quality standards can be set. This is indispensable for new companies and call center departments. Those who know little about telephone management will be able to draw advanced conclusions from inbound call statistics.

At the same time, the statistics can be used to generate strategies to improve service capacity. For example, a greater number of operators could be available on the line during peak call times. It is also possible to determine the number of agents that each department should have. This is an important resource for new and experienced contact centers.

The PBX and its statistics module is not only for call centers.

Many entrepreneurs believe that the virtual PBX is a program exclusively for call centers. To tell the truth, this software is useful for any business if it is understood that any sale is a communicational process. A digital store, a store with delivery, in all of them interaction can and must be managed.

Thanks to the statistics of incoming calls, the owner of an online store can check if his manager is doing the job properly. It can be two people or even one and this module will yield very interesting data. Using a Smartphone or WhatsApp alone does not allow to know how communication happens.

It is not the same to assume which are the hours of greatest sales or calls, than to see it graphed. Having an individual virtual switchboard service is very cheap nowadays and allows the entrepreneur to know many things about his own business. In short, this call center software is also useful for all types of business initiatives, regardless of their type or size.

Neotel offers practical and comprehensive statistics

Neotel’s statistics module is didactic, practical and easy to understand. The idea of this system is to provide both the operators and the call center supervisor with relevant data to improve customer service. Everything is broken down and graphed in a user-friendly interface.

All calls are verified and logged while the status of the waiting queue is checked. The information can be viewed in real time and also in logs. The statistics module in conjunction with the monitoring tasks, allows to increase the quality of the telephone communication. The result will be happy customers, more sales options and a better corporate image.

Utilities and functions of monitoring in the enterprise

The company has its own internal quality controls to improve customer service.  In the case of call center management, monitoring is the module that allows correcting operator failures. Properly used, this tool can make a company be better perceived by customers and, from there, generate higher profits.

The main function of call center software is to manage communication. In fact, this management goes beyond the operator’s functions or connecting the different devices in the contact center. The best way to ensure that agents provide empathetic, personalized attention in line with the company’s values is to monitor their management.

What is monitoring?

 

monitoring

Call monitoring involves listening to the content of the conversations that telemarketers have with customers. Usually, this type of work is done by the room coordinator or supervisor. However, thanks to the advance of today’s telephone pbx, this management can be done even by the owner of a small store, from his or her smartphone.

In the past, there was specialized software that allowed verification of calls recorded on servers. Since the incorporation of cloud storage, saving records and reviewing them has become much simpler. It should be noted that the call recorder is essential for monitoring.

The monitoring module consists of the virtual call recorder and the Spy and Whisper system. In Neotel’s case, there is also a third element called third party verification, which is a useful complement for the telemarketing department.

Virtual call recorder

The virtual call recorder allows to keep a detailed, organized and verifiable record of incoming calls to the call center. Monitoring is done by listening to the recorded conversations. This allows to verify that the operators comply with the dialogues, canons and rules established to address customers. Their performance in handling each case, if it is a call center, is also evaluated.

Most of the companies that offer virtual PBX allow a minimum range of time to store calls. For example, Neotel keeps the recording of calls for two months from the basic service. However, each company sets different limits on the storage service.

Those who want to have all of their recordings can sign up for the premium virtual call recorder service. In any case, monitoring is partially dependent on call recording. This is a proprietary operation of the PBX that stores the data in the cloud.

The Spy and Whisper system

Monitoring is not exclusively done by going back to the operators’ calls. The virtual PBX also allows supervisors to listen to their telephone agents’ calls in real time. Basically, the software allows them to listen to the call and even intervene in it.

Just as the management tools make it possible to mute the call or transfer it, at the supervisory level they also make it possible to contact the agent. It is precisely this modality that is called Spy and Whisper. This type of monitoring allows the teleoperator to be guided in the event of a complicated call, or when he/she is in the training phase.

Both the monitoring of recordings and the Spy and Whisper system allow different types of supervision. In fact, depending on how the monitoring sessions are planned, different results can be achieved. The goal is always to improve the quality of service and to train operators.

What is monitoring for?

The monitoring module allows, broadly speaking, to perform an internal control of the service. However, this involves different activities and the achievement of several internal objectives. First of all, monitoring should be used to understand how telephone operators do their job.

Monitoring is a training tool for operators. By reviewing the management of each agent, you can show them their successes and failures. This can be achieved by reviewing one or two calls per session, which is quite simple and quick to do.

Conducting monitoring sessions also allows you to identify operators who are performing very inefficiently. For sure, using this mode in a methodical way allows to evaluate the attention of the staff. At the same time, it is a sign of the management offered by the company to its customers. In fact, from this module it is possible to organize a whole line of internal work to improve the service offered.

The role of monitoring for new companies

Monitoring can be a central element for companies that are just opening their customer service departments. In fact, this module can help define the rules, operations manuals and dialogues that the entrepreneur wants for his company.

In the past, numerous call centers have created ways to solve their users’ problems through this implementation. The answers, mechanisms, procedures and service rules often come from monitoring-based analysis. In fact, this module makes it possible to solve special situations that occur in call centers.

It doesn’t matter if a new company has no experience with customer care. If its analysts use the monitoring module and analyze what happens there, they will be able to generate more convenient elements for communication. Over time, procedures will be simplified to ensure better service.

Three elements that work from monitoring

Evaluation instruments: In order to correctly evaluate the agents through monitoring, it is necessary to build evaluation instruments. In this way, the company sets the criteria for measuring the work of its teleoperators. In this way, a scoring scheme is created to provide a certain objectivity to the reviews.

Scale of promotions: Within a call center, monitoring is the best way to know the capabilities of each operator. Depending on what the evaluations show, operators can be recommended for other areas or even justify promotions. In this way, the company ensures that it continues to hire quality personnel according to their skills.

Complementary training courses: The weaknesses detected in a group of operators could indicate the need to reinforce training. This is why companies take the time to carry out educational activities to improve the skills of telephone agents.

Planning incentives through monitoring

Monitoring also makes it possible to check which employees should receive incentives and to what extent. In the course of business, rewards for exceptional performance are essential. Their administration can motivate operators not to slacken in the quality of their service. Indeed, this has become a common resource for the best companies.

One of the problems in awarding these incentives is the criteria for establishing them. In general, companies establish different payments based on the quality of management. In contact centers, monitoring results are often one of the criteria for special bonuses.

For this, it is essential to have a management evaluation tool. In this way, incentives are established based on the merits of the agent. Undoubtedly, monitoring is involved in multiple internal processes of companies. It does not matter whether the company is in the service or sales area: the objective is to improve the quality of service.

Basically, monitoring is a module that makes it possible to organize the work environment more than just communication. Its results are the basis for standardizing processes, evaluating workers, establishing incentives or promotions or even dismissals.

Neotel monitoring: quality controllership

Neotel’s management module offers monitoring with recorded calls and spy and whisper. Between the two, it is possible to review calls by recording and also in real time. Both modalities are necessary to evaluate the management of teleoperators. The basic virtual recorder service allows an exhaustive follow-up of the service provided.

Neotel also offers the third party verification service that allows to corroborate the sales closed via telephone. This add-on is ideal for outbound call departments. If the sale requires the explicit consent of the customer, it is important to have this add-on. In this way, companies also have a support of their activity in case of any inconvenience.

The Neotel recorder has a wide recording capacity and it is always feasible to opt for the premium service. This offers a capacity to record the equivalent of two years of conversations. The interface allows you to download calls, forward or rewind them easily. This is part of what our innovative cloud-based call center software offers. Contact us for more information, we have the best modules at the best prices in the market.

Virtual PBX lowers costs for companies

Nowadays there is a lot of talk about the virtual PBX and there is a wide market for this service. This is because this technology has meant a breakthrough from many points of view. To tell the truth, this implementation is more efficient, innovative and cheaper than the physical PBXs of traditional call centers.

Many companies have not yet adapted their communications to the virtual PBX due to lack of knowledge. To be sure, the advantages of this technological solution are multiple and far outweigh systems based on telephone lines, servers and physical installations. If you were wondering what a virtual PBX is, you will be able to understand it below.

What is a virtual PBX and how does it work?

The virtual PBX is basically a telephone communication system that works over the Internet. In other words, all the telephone devices, the interconnections between them and even the data storage depend on IP communications. This arrangement makes the operation of calls much cheaper and at the same time allows you to take advantage of very interesting functionalities.

 

characteristics of the virtual pbx

The old physical PBXs relied on expensive hardware, telephone lines and call center software. This last element, in addition to multiple wiring, allowed all the numbers and equipment to be connected for administration. In contrast, the virtual PBX incorporates everything in one easy-to-use software, with the simple use of an Internet connection.

Today there are many companies that have not upgraded and continue to use a physical PBX. As a result, communications tend to be very costly, in addition to being very limited by the technological outdatedness of these systems. In fact, the virtual PBX allows the use of more advanced modules, at a more than reasonable cost.

What does it mean to keep the old physical PBX?

 

Physical PBXs generate a lot of operating and maintenance costs. In the beginning, they marked a stage where companies had to invest a lot of money to support their internal and external communications. To do so, they bought PBXs, physical servers and set up data centers.

At the same time, this generated in many companies the need to carry out reforms to inhabit physical spaces. A necessary aspect of data centers is that they require a power source and equipment to create favorable climatic conditions to maintain servers and other facilities.

Finally, the occurrence of software, equipment and electrical failures motivated companies to hire a maintenance staff. Generally, this is made up of system engineers and other such professionals. Not to mention the cost of hiring traditional telephony services.

Until a few years ago, this was the costly and complicated structure of the traditional call center. To tell the truth, many companies have not left this costly dynamic that also prevents them from enjoying the technological tools of the present. In the face of this, the virtual PBX was an incomparable improvement.

What is involved in migrating to a virtual PBX?

The quality and possibilities of today’s systems mark a before and after compared to the limited physical PBXs. To begin with, the virtual PBX does not involve the purchase of expensive equipment such as servers, data centers and other facilities. Instead, it is simply contracted as a service and can be operated on any device with an Internet connection.

Maintenance costs are eliminated as it is a service contracted to an expert company. In fact, the call center software provider takes care of everything while the contracting companies simply pay a monthly fee. This makes it possible to say goodbye to the costly staff of system engineers, or at least to reduce this department.

The system is hosted in the cloud and in fact all data is stored there. This is also taken care of by the contracted company, and the customer can access this data whenever he wants. The large plans charged by traditional telephone companies are also left behind. In fact, IP communication is usually much cheaper and only requires a broadband Internet connection.

It is estimated that migrating to a virtual PBX generates savings of up to 80% in communications investment. This is the main motivation for companies that are adapting to this communication system. However, this is just the beginning of a long list of advantages.

Virtual PBX: a technology for business growth

With the virtual PBX, everything is practically condensed in the call center software. However, this system goes beyond transferring calls, leaving them in silence, or allowing a control of the work done by the operators. In fact, with the advent of this technology, other tasks that companies could only perform with difficulty by purchasing other programs have been simplified.

The characteristics of the virtual PBX vary according to the program. The truth is that the applications of companies such as Neotel allow entrepreneurs to have a series of very useful modules and functionalities. These go beyond improving customer service and allow ambitious and effective telemarketing campaigns.

The virtual PBX comes with a wide variety of modules that facilitate communication through multiple channels. In other words, in addition to being compatible with other tools, it integrates them. These functional applications include telephone dialers, IVR, telephone surveys, CRM, among others.

Virtual PBX: beyond telephone communication

The primary objective of the virtual PBX is to manage telephone calls, as with any other call center software. But in reality, this technology easily transcends the sphere of telephone communication. This is precisely because it works with proprietary Internet systems such as WebRTC Line.

For example, Neotel’s PBX has a module for sending mass text messages. This allows the company to communicate to users about new products and new rates. The scope of this module goes beyond the use of telephone conversation as a means of contacting customers. But there is also the possibility of video calls or video conferencing.

In Neotel’s case, there is the virtual fax module that allows sending and receiving faxes. To be sure, virtual PBXs are designed to interconnect different technologies, devices and communication channels. This is something that traditional call center software alone cannot do.

What is the best virtual PBX?

There are many proposals on the market, but not all of them meet the highest performance standards. To be sure, almost all of them can guarantee the operator the basic functions of telephone management: transfer, pause, mute, record and monitor calls.

However, it is important for the entrepreneur to analyze the capabilities and possibilities of each PBX. There are several aspects that should be considered when paying for this type of service. Firstly, the best programs are easy to understand and use.  A virtual PBX can have complex functions, but it must have a user-friendly interface.

Another important aspect has to do with the ability to integrate with other programs. Although the latest PBXs tend to have almost everything, the right thing is for them to be able to integrate third-party software. For example, Neotel’s program allows opening third-party programs within the same application. This ensures that companies can continue with their usual dynamics when acquiring the virtual PBX.

It is also essential to verify the complementary modules of each proposal and their functionality. For example, it should be verified if the telephone dialers work with artificial intelligence, or if the tool for sending bulk SMS is easy to use. The best companies show information on each implement in an itemized manner.

Of course, it is usually very important to check the prices of the service contract. You should see the price per minute and data, the cost of renting the PBX, channels or extensions and additional modules. This is one of the parts that require the most analysis by customers. In reality, there are several proposals and choosing the right one allows you to get the most out of this technology.

Neotel has one of the most complete virtual PBXs

The world of virtual PBX is extensive and Neotel is an innovator in this area. This is one of the most experienced companies in the market, with twenty years in the business. Our software has been improved over time and is one of the most innovative, complete and functional that exist.

Neotel’s call center software has a very easy to use interface. The customer pays for the service and is assigned a password and a user as if it were a social network. Everything is in the cloud, so the entrepreneur does not need to buy expensive equipment. All system maintenance is handled by our experts, who are available at any time. Undoubtedly, the technological solution par excellence for all types of entrepreneurship.