Reasons why you should choose Neotel

Choose your IP Telephony company wisely

Why should I choose Neotel?

1. Higher productivity. Neotel increases agent productivity by eliminating manual dialing.

2. Guaranteed safety. All of Neotel’s ‘brain’ including its personal data is stored in the most secure servers possible, located in Spain and with backup servers. So that you, our client, will never have to suffer insufferable cuts in your company’s communications.

ivr

3. Advanced features at your fingertips. Functionalities such as tail CDR, IVR, etc. All, previously exclusive features for just a few. Now with Neotel, within reach of any pocket.

4. Excellent call quality. You don’t have to worry about the quality of your calls when you are a Neotel customer.

5. Affordable prices. Neotel is the most affordable Telephony solution for companies in the whole sector. We have no competition. You can check our prices on our website and if you want you can contact our customer service and we advise you free of charge and without obligation.

Many competing solutions may look similar to ours at first glance. However Neotel is the only solution that adapts to the needs of each client in question so if your business grows or shrinks, your phone system can grow or shrink as well.

Why should small businesses use an advanced IVR system?

With an advanced ivr system for our company we are getting a powerful tool that helps us work more on customer satisfaction. The ivr is a system that works 24/7.

1. Affordability

The cost of implementing an ivr system is approximately 1/10 that of hiring a receptionist.

2. Increased sales with remarketing

Companies can use an ivr system to advertise their own products and services and thus remarket with the intention of generating sales in a passive way.

3. Reduction in the abandonment rate

The latest ivr systems reduce the abandonment rate of our customers in our company. Logically, it is more likely that a client will not leave if, even though all our agents are busy with other conversations, the client is able to carry out all their formalities only via the ivr.

4. Stellar Reputation and 24×7 Availability

Regardless of its size, the ivr system makes our company look professional. When customers are served by an advanced ivr system they feel that they are contacting a company of a certain ‘size’ and the level of importance is understood.

ivr systems save companies money. How can your company save money with an ivr system? The ivr is a way for our company to remain operational even during the holidays without having to hire extra employees to service the company during the holidays.

5. Improving the quality of first contact

An ivr system is capable of solving simple tasks such as answering simple questions. For tasks that require the intervention of a human person, the system automatically transfers the conversation to an agent.

Why does your company need a Software Call Center?

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

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

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

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

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

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

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

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

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

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

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

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

Definition IVR and benefits

With this article in our blog, at the time of writing, our idea has been to try not only to discuss what are the benefits and what is the ivr, but also to give our readers some tips when working with your ivr system. We trust that they will be of some use to you. Among the advice that Neotel always offers when a customer calls us and asks about the use of ivr, without a doubt one of the most important is: keep it simple. This means, try not to cover excessive levels or very complex configurations. And to understand that the final idea of having an ivr is not to save us completely the need of the operating agent. Rather, it is an aid. But in the end even when we use an ivr system, it will be necessary for the customer to be referred to a real person to speak. However, this does not mean that ivr is not a great help to us. And yes, it is.

Tip: Keep a simple ivr menu above everything else

Thanks to the ivr we reduce costs in the area of telephone customer service.

A well-configured ivr works almost as well as an agent. Our ivr allows you to offer products, promos, services, etc. to customers as if you were a real person.

Automated self-service

The response times achieved by ivr’s systems satisfy customers.

With the ivr we also get an efficient call routing system.

With an ivr in our call center we improve the customer experience.

You will improve the experience with your customers through our ivr

With the ivr, we decongest the receptionist’s own function in our company.

With the ivr system, your company will attend to a large volume of calls, instead of being left unattended. Even when the receptionist is saturated at times of high call volume, having an ivr, our customers are always attended and we reduce the long waits that, without an ivr system like Neotel, this would not be possible.

Since the ivr will work 24 hours a day, even in hours of high call volume, our company never remains closed.

The ivr is of course not intended to supplant the receptionist’s function. It is more of an addition. Working without an ivr and only with a receptionist in our company will probably stop us from growing in sales for all the reasons we are discussing.

The ivr for small companies helps them to improve their business image. Facing larger companies in size, brings a coherent image to the organization that represents this company, something that always pleases the customer who calls as it is always served.

You can even record a personalized greeting within your ivr system.

With the help of an ivr system customers now have unlimited access to your company.

The ivr systems are always at the disposal of the customer.

Are you thinking about how to improve customer service within your company? Then the solution is the IVR (Interactive Voice Response)

Interactive Voice Response (IVR) is an automated telephony system technology that interacts with callers, collects required information and routes calls to the appropriate recipient in particular.

IVR benefits large and small businesses alike

The benefits of ivr in business will vary depending on how it is implemented. However, there are a number of them that are always common to everyone:

Manage high call volume with ease: Neotel’s ivr allows customers when they call to never know if your company is going through a very high call volume at the same time. With ivr your company is able to handle a high volume of calls. Without this, in order to be able to manage such a high volume, it would be necessary to incorporate too many workers with the consequent increase in cost.

Comfort for the client: With the ivr customers will get to deal with the right person to carry out their particular management on the same call.

Customers are also able to contact your company regardless of whether it is a holiday or not.

Professional image: For small businesses the ivr system works to allow them to mask the actual size of the company. When a customer calls us, they will have no way of imagining how small or big we really are.

Cost reduction: One of the reasons why companies adopt the ivr system for the first time is the expectation of cost reduction.

Companies can entrust the system for routine tasks and leave the Technicians and Specialists for the most important tasks.

IVR is an interactive voice response system with which this same system is capable in an «intelligent» way of dealing with customers’ own tasks, without the need for the intervention of a human person, with the corresponding cost savings that this means.

4 Ways Call Center Technology Improves Any Office

When companies start to worry about collecting all the software necessary for the day to day, they usually remember the crm, the program for managing the company’s accounting, etc.. However, there are other types of tools that any office that pretends to grow really needs to incorporate to its day to day, or if not, this is not going to happen.

Here we’ll show you 4 ways call center technology helps your office:

1. Text Messages

SMS text messaging is the most effective way to be in constant communication with your customers. Whether you need to send an appointment reminder, a promotion or an offer.

2. IVR (Interactive Voice Response)

The ivr make the life of the agents much easier. On the contrary, thanks to the ivr, the client, by pressing keys on his terminal, can move forward on what he needs, to finally be transferred and attended by the right person. There is no need to stumble from one department to another and with the loss of time it entails.

3. Dialer

Of the dialers used by Neotel that are 3: progressive dialer, predictive dialer and Robot call, we recommend that you watch the following video where Neotel informs about the differences between the three types of dialing.

4. Call recording

The call recording module may seem strange to some people. Why do you need and need to record both incoming and outgoing calls in your company? Well, it’s just a matter of improving the quality of your staff. The only way to improve as an operating agent is with a training that corrects the mistakes that are made. With Neotel’s call recording system this is possible. «What else can I use besides listening to the conversations of my agents?» For security reasons. Surely this is not the first time you have seen yourself in a situation in which a customer claims that he has been given information over the phone that the agent who attended denied. Good. Now with the Neotel call recorder this is not going to be a problem anymore.

Every day companies migrate more and more of their business technology to Neotel’s call center system. But if you are still in doubt about whether or not our telephony tools can be beneficial for your business, here are 4 great reasons to finish deciding.

What are the essential elements in Call Center Technology?

Let’s discuss a little more about technologies in call centers:

Call Center Technology – Where is your business?

Call center technology evolves day by day. Whether you are starting from 0 or on the contrary you already have your call center constituted, but with shortcomings at the level of professional software and what you need is to fill these gaps by adapting their tools and software, when looking for a company that offers call center systems and software for call centers is very important to make a preliminary study, in this case the client who wants to hire, and ask yourself questions such as «where do I want to get», «what are my goals?

Reports and Analysis in real time:

Not all software for call centers in the market give real time information to the user who manages it, with truthful data and / or graphics. Neotel call center tools integrate all this and much more. Because in Neotel we know that for a call center it is not enough just not to have the best software to work with, no matter how effective it is in terms of performing the task for which it has been designed. In addition, at Neotel we know that call center software users want access to detailed reports where they can analyze everything about their work.

Inteligencia Artificial:

AI can be used to improve the customer’s user experience.

Self-service:

Today’s customers don’t seek help for their problems. They themselves want to solve them without external dependence. With systems like ivr, customers can solve their doubts by clarifying them without having to depend on anyone else.

People don’t like to wait. With the ivr option, pressing a button the client can clarify his query quickly.

Predictive dialer:

A predictive dialer system is used to automate the action of making outgoing calls to a list of numbers previously loaded into the system. The predictive dialing system is capable of calculating which agent is going to be available to answer the call once it is able to connect to one of the recipient telephones.

CRM (Customer Relationship Management):

With a call center your staff will come into contact with a large number of people. Managing them effectively with a contact management program is a very effective way to do this. Every day it will be necessary to access customer data and with a crm program we would be using the most advanced customer management technology available today.

What is IVR?

The ivr systems were already designed in the 1980s, although it was not until the year 2000 that they made the definitive leap in the companies. Nowadays it is very rare to find a company that does not use this system in its business. However, when it comes to an ivr there are a number of issues that are important to know and deal with and these are the ones that we are going to make known in this article.

Interactive Voice Response or IVR is a system of options menus from which a virtual secretary, which in reality is a locution, directs the caller through a panel of options consisting of pressing numeric keys on the phone, in order to finally connect the caller to the corresponding department or agent.

How to ensure that people do not hate your ivr experience

When creating an ivr menu it is imperative (if not advisable) to follow the guidelines below.

When someone calls, what they are definitely looking for is a solution. They don’t want to get lost in a maze of options.

The new ivr systems allow the inclusion of nested menus. However we must be careful when configuring multiple levels. If we fall into the error of creating too many options within too many levels and sub-levels we risk making the person calling us dizzy and abandoning the communication by hanging up the phone.

Waiting music

Think of the music that best represents your company. When a person is relaxed their heart beats at approximately 80 beats per minute so a well-chosen music will take that same calming effect on the person on the other side of the line.
Start with a welcome message that guides the caller, for example: «Your call is on hold and will be answered…» with background music.
It has been proven that waiting music can make the person waiting more patient. Choosing the right waiting music helps the person on the other side of the line make their experience more enjoyable.

Flow of ivr

For the caller, you may need to contact an agent as soon as possible. It is important that within our ivr we give customers the option of being able to leave it to be transferred to a real person as soon as possible:

Maintain existing commands. If you return to the previous menu, it should be the same for all levels.
If the caller is entering an invalid entry, make a couple of attempts before putting him or her with a live person.
For the first level use 4 or fewer options. For the second and third levels use 3 or less. Less time at each level followed by an intuitive menu indicates to the caller that the company cares about them and their problem.

A greeting message

Avoid the use of jargon.
Try to avoid too long greetings. They do not help the person waiting. Don’t forget that at the end of the day they call with the intention of talking to a real person and not a machine.
Short, clear messages.

The menus of ivr systems generally reproduce a sweeper along with a menu of options. The idea is basically, through the options dialed by the caller, to route you to the appropriate department or person to solve your problem or address your situation.

2 Neotel Software Call Center features you won’t miss

Here are the two qualities that any call center software should have and that Neotel customers demand more when using their tool:

IVR (Interactive Voice Response)

The ivr is very comfortable to show pre-recorded locutions to customers when calling them. Thanks to the ivr, customers are automatically transferred when they call with the appropriate agent to deal with their issue.

Call recording function

This function is very necessary to increase the level of quality as far as customer service is concerned. Call recording is also very useful when you need to communicate some kind of information to a customer so that he accepts or not, and that everything is recorded and recorded, including both the communication and the acceptance or denial by the customer.

The Virtual Switchboard is the most logical step to move from SMEs to a great competitor

The Virtual Switchboard allows several calls to be answered simultaneously. With it, there are no longer excuses in your company to keep calls unattended.

The image is very important for any company. Not to mention Customer Service. What do you think will happen when 5 customers are calling simultaneously to your company and you do not have infrastructures to be able to serve them all?

The Neotel Virtual Switchboard allows you to receive multiple simultaneous

With functionalities such as the IVR, the Virtual Switchboard facilitates things and brings us closer and better to customers. Thanks to intuitive options menus, customers who call our company can decide which department they wish to contact: Customer Service, Commercial, Support, Accounting, Management, etc.

Do you need a Virtual Secretary? Well, with the Neotel Virtual Switchboard you already have one

No customer who calls our company will like to have to wait, this is obvious. Although with a waiting music, this one is better. True? Thanks to the Neotel virtual PBX you can configure the music on hold that you want to be heard by your customers.

Time passes faster when we listen to music than when there is silence. Depending on the image you want to give your customers when they call, you can choose one music or another.

Setting the waiting music in the Neotel Virtual Switchboard is very simple

Set up a welcome message that turns out to be professional. This is another advantage of having a virtual switchboard in your business.

It is not enough for the client to listen to any welcome message. If we want to show a professional image, our message should go according to this image.

Set up welcome messages with the Neotel Switchboard

With the Virtual Switchboard, we demonstrate an image of professionalism that faces the outside world. Only with the welcome message are we already helping to create that image of professionalism.

With the Neotel Virtual Switchboard your company will see how sales multiply

For users when we call a company and hear a welcome message and music waiting, we immediately relate this image to that of a large company. It does not matter if our company only has 3 employees. Only with these small features we are already improving the perception that customers are going to have about our business. And the image is, as we have said before, really important in the current work world.

We associate welcome messages, waiting music and options menus to large companies.

In our minds we all have the preconceived idea that only one company that is really big is the one that is going to have this type of characteristics in the telephone service to its customers.

The only way to improve the user experience in calls is with a virtual switchboard like the one Neotel provides.

When the method of communication between company and customers is the telephone, we must ensure that we are on the front line and make use of the most advanced technology available in the market. If we really want to differentiate ourselves from our competition.

If in your company you already take care of details such as smells, cleanliness of the place, etc., why not improve your Telephone Support with your customers?

In Spain there is a very high percentage of SMEs with respect to the percentage of large companies. Sometimes it is not easy to make a hole in the market. However with the Virtual Switchboard we are earning an extra.

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