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Personalize the ivr with a professional voice-over service

A company’s call center is a fundamental part of its advertising image. When a customer calls, he/she is met with sounds, messages and voices that eventually identify the company. Firms that manage to turn these elements into a brand usually resort to a professional voice-over service.

The IVR is the system that interacts with the customer when calling a company. This is the voice we all hear when we call a bank and ask for our ID. This automated module is the same one that leads the user through the options they have to channel their call. The fact is that this can be enhanced to build the company’s image.

The ivr as a brand element

The ivr is what all customers come in contact with when they call the call center. Many companies make sure to set it up well so that the customer can easily handle their requests and complaints. However, many times they forget to customize the voice over of this system.

It is important to note that ivr is an automated customer interaction system. In other words, its function is not only to indicate which numbers a user should press to communicate with each department. In fact, the nature of this system is to get in touch with the clientele.

The most prestigious companies customize their ivr by using a professional voice mail service. In this way, they make their interactive voice response system part of their branding and advertising efforts. In this way, the message can be much warmer, friendlier and have characteristics that the company wishes to project.

Professional voice-over services

One of the most effective strategies is to use an operator with a female voice. The aim is to project to the customer the willingness to be served with kindness, affection and companionship. The way in which the speech is configured is fundamental to generate a good impression on users.

Another important contribution of the professional voice-over service is that it allows recordings to be made in other languages. This is essential for companies all over the world. In every country there are always users who only speak languages other than the local one. The service is facilitated and the image projected by the company to the outside world is strengthened.

Professional voice-over services can become a differentiating element in the long run. It is important to personalize the voiceover voice of the ivr in order to make a difference with respect to the competition. Hence, this element of the call center software can be understood as an advertising tool.

Ivr and professional voice-over services

Neotel offers both the installation of the ivr and the professional voice-over service to customize it. Both services can complement the virtual PBX contract. Companies can also order these modules separately. The voices are 100% human and each phrase is recorded in detail to be heard as desired by the contracting company.

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IVR: A central resource in customer self-management

Until the first decade of the 21st century, customer service was characterized by telephone conversations. Today’s customer service management is based on automation. Technological progress has led companies to offer tools so that their public can perform self-management tasks. To this end, the IVR has been a key tool that has been given little credit.

 

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Every business relationship is an exchange, and in the case of services the issue is always complicated. A sale implies a faster interaction between the parties, but banks, telephone services, health care and the like imply a more permanent association. It is precisely interactive voice response systems that have facilitated this relationship between the company and its customers.

IVR: interactive voice response

Interactive voice response (IVR) is the voice we hear when we call customer service. This operator leads users through different options and asks questions to the customer to advance the management in an automated way. To make this possible, a system is designed with questions, channels and options through which customers try to find the right solution for their problem.

The system compiles the information provided by the user that is useful to speed up the service. The objective of this module is to be able to route the management from the moment a person calls. In this way, customers feel attended to even before a call center operator.

One of the problems of call center service is the disorderly flow of calls. This is basically about people who call and enter through channels or departments that have nothing to do with their management. Precisely the IVR is an essential tool to prevent this from happening.

Easy-to-install system

When you hear how an IVR works, you might think that its installation is complicated. The truth is that this is an autonomous module, which does not require complicated software nor does it generate compatibility problems.  The company simply has to hire a company expert in this technology and will not even have to change its call center software.

The IVR is a module is a menu that is presented to the customer in an interactive way. Of course, the most innovative versions guarantee a more complete interaction that gathers information from the user so that the operator can get ahead in his work. From this point of view, this system streamlines the service, allowing faster responses and better management times.

There are companies such as Neotel that offer this service in addition to their innovative virtual pbx. The important thing is to know how to adapt the parliaments to the work and service departments that each company has. Of course, the good communications companies that provide this module guide the contracting party in the preparation of the messages. The objective is to achieve a fresh, accurate, easy to understand and friendly first interaction.

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IVR: automatic customer service remains in place

The telephone attention at present necessarily requires the resource of the IVR to offer quality. It seems like a lie, but having an automated assistant to guide customers when they contact the company has many advantages. Those who do not have this alternative should think about incorporating it into their customer service system.

 

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The acronym IVR stands for Interactive Voice Response. This is a well known complement to many customer services. In fact, almost everyone interacts with this assistant with relative recurrence.

What is IVR?

When a person calls a bank’s customer service department, they often come across the IVR. If an automated operator appears when calling, facilitating the menu and interacting with the customer, we are in the presence of the interactive voice response.

The IVR has different levels of attention depending on the configuration made by each company. In some cases the menu of options is facilitated, but some modules are much more complex. There are quite automated systems that ask questions to customers and even allow them to do the management on their own.

Basically, messages are recorded that follow a route and allow for guidance and information to be given to the customer in an automated way. Having this system offers many advantages to the call center of any business.

What are the advantages of using IVR in customer service?

The work of interacting and driving the IVR yields many benefits. In principle, the interactive voice response is ahead of the operator giving information that the customer requires. Its work of guiding saves users time and unnecessary call transfer. In this way, it is much more feasible for people to successfully contact the right department.

This type of management avoids customer inconvenience and reduces the number of missed calls. Some modules allow the customer to manage their inconvenience, simplifying operations within the call center.

Another of the great advantages of the IVR is that some customer service management can be carried out 24 hours a day. All those operations that can be automated and self-managed by users will always be available.

An easy service to obtain

The best thing about the IVR is that it is quite economical and does not require complicated installations. Companies like Neotel offer it for free with the purchase of the virtual switchboard. No special software is required either: the service consists of simple recordings that are configured quite easily.

 

 

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Interactive Voice Response IVR: Save while maintaining quality

The services evolve and so does the customer service, every day there are more companies that have a phone system that asks questions and the customer responds by pressing the keys on the phone, that is the IVR interactive voice response system, for its acronym in English, this system will allow you to save a lot of money without compromising the quality of customer service.

What is IVR?

Interactive Voice Response (IVR) is a telephone system capable of receiving a call and interacting with the human through voice recordings.

It is an automated system aimed at capturing, delivering and answering via the telephone, which allows access to information services and other operations.

Benefits of IVR

IVR systems handle a large volume of calls by providing quality service, interactive voice response system reduce costs and improve the customer experience, because the caller gets the information they need, any time of day without the need for expensive human staff.

Among the great benefits of this technology are

  • Attention 24 hours a day, 7 days a week
  • Saves user waiting time
  • Improves business efficiency
  • Automates and speeds up the process
  • No additional software
  • No additional costs

 

How do IVR systems work?

 

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People call the business number and an audio menu is displayed that offers the possibility to select options by pressing the keys.

Pressing a key on the phone sends a DTMF tone to the answering system which selects the appropriate action/response according to the digit pressed.

Advantages of the Neotel IVR system

The system is interactive, oriented and customizable that allows communication with the customer to respond to their concerns.

Neotel’s professional services take advantage of its years of experience and expertise in a large number of installed systems

Neotel uses the most modern tools, opinions and techniques to implement, design and develop applications with voice features.

This is a new IVR system that offers the ability to handle incoming telephone inquiries through enhanced interactions, very similar to human ones.

Why Choose Neotel for IVR?

 

Neotel’s IVR (Interactive Interactive Voice Response) allows almost human interactions allowing self-service and successful resolution of the vast majority of problems.

The service experience is intuitive, being able to anticipate customers’ needs by interacting naturally, in their own words.

It creates a personalized, adaptive and intelligent experience that customers perceive as if they were talking to a human agent.

Automatic queuing

In a practical, efficient and fast way, when receiving a call in queue, the customer is told how many people are in front of him.

In the same way, when the agent receives the call, he indicates the waiting time that the customer has, allowing him to speed up the call for future calls.

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Characteristics that the PBX should have within my company

First of all we must know that when contracting the virtual pbx with Neotel we can choose a configuration and that, after some time, we want to modify this according to the needs of our company. This is not a problem.

Permanence

Without a doubt, it is a great relief for the client to know that when hiring a virtual pbx there is no permanence contract with the company, nor is he signing one. Although most of the virtual pbx options that exist today involve a permanence of the client for/with the company, we at Neotel have not wanted to work in this way and that is why none of our services involve any type of permanence.

Depending on the size of the company

The size of your company may vary over time. We at Neotel understand this. And that’s why we offer our clients the only 100% adaptable switchboard. Here it is the customer who decides what size of switchboard your business needs. And by size we mean number of extensions. But it is also our switchboard comes loaded with a number of extras completely free for all our customers. Many of the features that Neotel has been offering its customers for their PBXs are charged by other companies at very high prices. We do not want to deceive anyone. And we are so convinced that once you try our virtual switchboard you will not want to leave, which is why we do not force you to sign any contract with us. You can try our tools and if for any reason you are not convinced, you can leave. No questions from us.

Ease of change

One of the main characteristics or advantages of our virtual switchboard is that, through a simple client panel, the user can configure and manage his entire switchboard without having to have any previous knowledge or have recourse to a professional. Of course, in Neotel our Customer Service department is always online, on the phone, chat or mail, waiting for calls from customers who want to solve some kind of query or want to do something and don’t know how.

It is not harder than picking up the phone and calling Neotel and we will guide you step by step with what you need.

 

 

Neotel webrtc line

Neotel’s virtual switchboard works 100% in the cloud which means savings in equipment investment. With our switchboard, you don’t need anything else. There is no need to buy any specific hardware or computer. Not even a telephone if you wish, thanks to our webrtc lines. (Ask for more information about our webrtc lines by clicking here).

Our switchboard integrates many features for communication within your company. Among them today we would like to mention the Video Calls and Video Conferences in the cloud with integrated chat. If you would like more information about this module, which is 100% free for all our clients, you can visit the following resources

Videoconference and Videoconference in the cloud (video)

Infographics Video call and Video conference with cloud chat

 

 

Neotel ivr

You can also contact us through any of our channels and we will inform you without any obligation.

Our virtual switchboard also has many other qualities such as:

  • Queues with music
  • Voice mail
  • «Virtual Secretariat» or IVR
  • Call transfers between different agents
  • Call filtering

 

 

Neotel pbx

In addition, workers can be connected to the switchboard and work from anywhere so they no longer need to be inside the office itself.

There is no need to buy any special phone or anything else. Simply if we have a device connected to the Internet, this is all we need.

Our switchboard system is just a web page where the customer logs in with his user name and password and is ready to work.

Very easy.

The main reason for using a webrtc line is cost reduction.

 

Neotel’s webrtc lines bring countless advantages to our virtual switchboard

If in your business you attend a high volume of calls, communication with customers is paramount and you think that giving a truly professional image to them as well, then you don’t need to look any further. Neotel’s virtual switchboard as you have seen it now is the solution to all your current telephony problems.

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What features modern call center software should have

Below we present the most outstanding functionalities in modern call center systems today:

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How to improve the level of service in your Contact Center?

Here are 5 tips to achieve these goals:

1. Review the planning of the agents

One might think that many times the solution is to hire more agents. However, this does not have to be what solves the problem. Having the working tools intended for call centers as a rule, and when these are adequate, ends up being the most realistic solution.

2. Check that your ivr is effective

From time to time, it would be good if the call center supervisor checked your IVR, to make sure that both the indications and the directions are adequate. Perhaps over time we will find that our IVR system has grown progressively.

3. Announce the waiting time

At Neotel we believe that when a customer calls, he should be aware of the waiting time he will have until he is attended by an agent, so that he can decide whether he wants to wait or not.

Configuring the option that tells customers what waiting time will be until they are attended to drastically reduces the abandonment rate.

 

900 line toll free

4. Improves call routing management

Smart contact routing is essential to maintain quality of service. By giving special treatment to calls in situations of closed queues or call saturation, as well as by configuring different types of routing for the customer and defining different delivery policies, you will see a significant reduction in the abandonment rate.

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5. Divert traffic with smart, digital solutions

Having different communication channels for/with customers, be it chatbots, WhatsApp Business lines, 900 lines or email, makes us more available to our customers. By having all the possible options to communicate with our company, we are giving them the feeling that we are one, in constant contact and communication with our users. Giving options is never a bad thing. You have to open as many doors as you need, never close them. The client likes to know that our company strives to make it easy for us to get in touch with them.

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How to reduce a customer’s call hold time using Neotel’s call center software

Neotel’s call center software features can be used to reduce customer waiting time. Today we are going to explain a very practical method to achieve this.

In some contact centers, waiting times for customers are too high. This can lead to a loss of customers.

When increasing the number of calls in a company this needs an advanced call center software like the one that Neotel offers.

 

Use a solution of ivr

There are quite a few companies with call center software that are not using their ivr system correctly. In many occasions these are limited to configure it so that it returns the same locution of the type «Your call is very important for us; keep waiting» time and time again. This can cause our customer’s level of frustration to increase all the time. Instead, at Neotel we recommend configuring the ivr in a much more effective way: You can program a series of questions for the ivr to launch to the caller and, according to the answers it gives, the ivr would continue to channel the customer until it is finally transferred to the necessary department if it really needs the intervention of a person to manage their query. Or in many other cases ivr itself is able to manage the entire call itself.

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Save yourself hiring a receptionist for your business thanks to Neotel’s IVR

The initial use of all ivr is to identify the needs of the caller at the same time you receive, making a series of consultations where it is the client himself who will give us the information so we know how we can help.

The ivr are usually applied in companies with a significant volume of calls. With the ivr system we make sure we are operational 24/7.

How is it possible that our ivr understands our client’s needs? Very simple, through DTMF dial tones. Here it is the client himself who, by pressing different options on his numeric pad, would be giving the ivr detailed information about what he needs.

In practice we have all interacted with this system at some time. This is when we are asked a few questions to transfer our call to the correct department and we are asked by means of a voice-over to press numbers on our keyboard.

Practically any professional service if it does not need human intervention can be attended in its entirety thanks to the ivr system.

 

 

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The volume of calls in companies and according to which sectors can become very high. Here, thanks to the ivr, it is possible to route or guide the calling customer until he ends up in the appropriate department to resolve his query.

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Voice over IP in the Real Estate sector: a ladder to success

5 reasons why ip voice is the best choice for Real Estate Agents

Ease of management and use

Are you a real estate business? Try voice over IP for your company’s communications now!

The voice ip includes, among many others, these qualities that benefit real estate agents:

  • Call in queue
  • Call transfer
  • Conference Options
  • Reports and Monitoring
  • Call analytics
  • Call recording

In addition, voip telephony allows you to use free numbers for your customers (900 numbers).

The voice on ip is very easy to use and customize. You will be able to configure your voip telephony system according to your needs.

 

2. Scalability and Money Savings

The ip voice is always cheaper than using conventional telephone systems.

 

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Another advantage of voice over IP is that since it is easier to maintain and the customer doesn’t have to take care of anything here, you save on IT staff.

The ip voice is also very scalable. You can add or remove extensions and phone numbers as you like.

 

3. Maximum quality

Communication is vital in the real estate sector. Imagine what a mistake it would be if we had coverage or connection problems when dealing with customers on the phone. The voice over IP provides the best possible quality at the moment.

4. Music on hold

Your customers probably won’t be too happy if they have to wait on the other side. With music on hold, it becomes less horrible. The ip voice provides the option to set different music on hold for when customers are waiting on the other side of the line.

5. IVR

 

900 line

An ivr makes your business sound more professional.

An ivr keeps your customers first and routes them to the corresponding department. If in addition to this we add the option that we have commented previously of Music on hold, the experience of communication between client and company benefits.

To make use of the voice on ip you only need a device connected to a network (Internet network).

A voip system is one that works over the Internet. It does not require any advanced configuration.

 

premium virtual call recorder

Telephony and voice over IP helps real estate agents as you can see

Every day real estate agents have more tools for their work. From social networks to portals to advertise. The ip voice is the final solution to all the communications of the Real Estate business.

Conventional telephone systems are no longer adapted to the volume of business of the real estate sectors. Not to take advantage of all the advantages that IP voice can offer to your business would be a serious mistake in this case.

Competition is tougher every day and therefore it is important to understand that without initial investment in our business, we will not be able to get very far.