Below we present the most outstanding functionalities in modern call center systems today:
Here are 5 tips to achieve these goals:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
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.
The ip voice is always cheaper than using conventional telephone systems.
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.
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.
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.
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.
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.
The virtual pbx’s work through the voip protocol (Voice Over Internet Protocol). This, and as we have already explained in other posts, does not mean any more that the «voice» travels through the Internet.
PBXs offer a wide variety of features to their users that are not possible with physical PBXs. One of the qualities that Neotel has seen that most attracts our customers is the professional voice-over service. From 7,50 € our clients can obtain for their company a voice-over, which they can then configure in ivr mode or welcome message for example, which has been recorded in a studio without noise, by professional voice-over artists, and with different characteristics always according to the client’s needs. If you want more information about Neotel’s professional voice-over service you can visit the following link: https://www.neotel2000.com/en/professional-voice-over-service/.
However, locutions are not the only characteristic of the pbx’s in the Neotel cloud. We would like to point out that all our switchboards offer the following features:
It also includes no additional cost:
You can also add it to your virtual switchboard if you wish:
The Neotel switchboard integrates the ACD system («Automatic Call Distributor») which is nothing more than a queue to monitor incoming calls. This queue is intelligent and connects automatically with the person responsible and specific to answer that call.
Neotel’s virtual switchboard allows any worker to work with the same regardless of where they are.
Neotel’s virtual switchboard opens a new door to the future of telecommunications.
Earlier in this blog we have already shown how call center software helps to reduce task times and be more productive to companies that use it.
A robust ivr contributes greatly to increasing agent productivity.
Instead of transmitting the call to an agent immediately, the ivr is able to segment them, attending to the first queries from the customer and before transferring the call to the agent and even in some situations resolving them by itself without the need to transfer that call.
The interactive voice response system is the first interaction that customers receive when they call a call center.
Call recordings tell call center managers what customers are really looking for.
It also helps call centers better understand their customers.
With call recording, call center managers can monitor when an agent is losing a customer, for example. The recording of a call has a main function in the formation of the agents.
With the right call center software agents can perform the following actions:
If the call center managers want to improve the quality of the attention in the calls they must listen to the recordings of these.
Neotel offers free of charge for all its clients the module of call recording with duration of 2 months. For customers who want to store their call recordings indefinitely, Neotel offers the premium module of the virtual recorder. More information about this module here: https://www.neotel2000.com/en/premium-virtual-call-recorder/
With these two qualities of call center software companies can more intelligently optimize their times without hindering the customer experience.
Optimizing the time in the company means reducing it and at the same time that our agents are more productive in less time.
It is important to understand that in any call center, more important than considering how long agents need to be talking, would be to analyze whether that time is really as productive as possible or not.
A voip phone system can bring many benefits, most notably:
– Conference calls: the ability to generate videoconference calls can speed up the flow of your equipment and / or your commercials.
– Real-time control panel: allows you to monitor the activities of your call center in real time no matter how large your equipment.
– Contact history: a history with all the information regarding all your contacts will always be available, so it will not be necessary to make use of several independent systems. This is where the integration of Neotel’s CRM with the PBX works.
– Personalized music and greetings: Would you like a personalized greeting for your business? With Neotel this is not a problem. You can set up your own personalized greeting whenever you want and in a very easy way.
– Call recording: you get all your calls automatically and you can access them at any time and from anywhere in the world.
Etc.
Neotel provides its users with high level features for its corporate voip system: conference calls, ivr, etc.
Voip protocols transform voice into data to transmit it over the Internet.
The voip phone system brings more advantages to companies than we might initially imagine. If you need to clarify doubts about voip telephony and how to integrate it with Neotel in your business do not hesitate to contact us and we will advise you without any compromise.
The failure or success of any call center is the responsibility of the agent manager. However, this role does not cease to be played by a real person and, like everyone else, it is feasible to make mistakes. With the entry of the ivr, the agent manager of the call center (and therefore the agents themselves) get a very powerful weapon for their daily work.
An ivr system can automatically route a call to the appropriate department or agent. The system is intelligent and is able to, from the answer it hears from the other side of the line, know which department is the most effective to resolve the issue and which agents are busy and which are available.
The ivr system can collect information about the caller. It is also able to understand the reasons why this person made the call in the first place.
When using the ivr system the company can record personalized messages to help with the image it wants to give to the outside.
It reduces the expenses of a company without harming the quality of it. The ivr system saves us personnel. In the end it is a «virtual secretary» for our company, only that we do not need to hire a real person.
These characteristics can reduce the overall personnel expense of a company.
If a client is able to resolve their query in a first call, it will always improve the image that this client has about our company. When a potential client is able to resolve their issues quickly and easily, without any headaches, this potential client becomes a client. When the same thing happens with an already real client, he becomes a loyal client.
With the ivr system, no time is wasted on calls.
It is possible to make a personal message or greeting before the customer is transferred to the person you need to talk to. This can enhance our brand image as a customer-facing company.
With an ivr system the company that uses it is more productive. Its agents avoid having to answer calls that do not lead to anything since this is handled by the ivr system.
With an ivr system companies can save a lot of money on new staff. It also helps us to build loyalty with those customers who are in doubt about whether or not to continue with the service. Convert potential customers into real customers. And real customers into loyal customers. Give a better image about our company. To offer a 24×7 service abroad.
It is essential for optimal performance that the following features are included in your call center software.
This feature allows agents to know data such as customer waiting time and more.
The Monitoring module allows the call center administrator to spy on the real time conversations that agents are having with clients. This functionality is very useful to apply improvement techniques a posteriori. In addition, it serves as training for our employees. On the other hand and thanks to the spy and whisper module included in the Monitoring, since the administrator is able to listen to a conversation that is happening at this moment, he can also whisper what he thinks convenient at a given moment to his agent, without the customer on the other side of the line is aware of anything.
The call recording function can record all live calls.
The Neotel PBX comes integrated with a powerful CRM that helps us identify the person calling us. When a call is received in the call center, the agent knows a lot of relevant information about the caller before answering it. This information can include personal data of the client, together with notes of past calls, promos that this client has applied, etc. All this information appears through a pop-up window on the computer screen of the agent receiving the call.
The Neotel ivr is 100% customizable and you can add as many levels as you want.
The ivr system allows you to direct the caller to the right department, without wasting their time, being transferred from department to department.
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Email: info@neotel2000.com
WhatsApp: +34 635507364
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