Listado de la etiqueta: software call center

Some banks, clinics, industries and insurance companies have toll-free lines for public attention. The reason for this is that hiring a 900 line can generate commercial and advertising benefits. Another aspect that improves from its hiring is the way in which customers see the company.

The 900 lines are part of the intelligent network numbers. These are different from the rest because they have special rates fixed according to the activities and functions of those who contract them. The 900 line is characterized for being free for the user who makes the call to one of its telephone numbers.

What do companies gain by contracting a 900 line?

Many will wonder what leads a company to assume the costs of incoming calls. To tell the truth, contracting a 900 line is more than an expense, it is an investment. Companies that contract toll-free hotlines ensure greater communication with their customers.

 

But its appeal goes far beyond understanding that when we call a 900 line it is free. Nowadays it is known that companies with this type of numbers have a better corporate image and are better remembered. The use of this prefix and its repetition in advertisements allows even non-customers to memorize it.

Contracting a 900 line also allows the integration of all incoming calls from a single number. The whole system is integrated through the call center software, from which the communication is managed and quantified. The best thing is that it makes little difference whether the customer is calling from another region or country. The latter also favors the company’s image and makes it look like a very receptive entity.

How to contract a 900 line?

If you are wondering how to contract a 900 line, the answer is very simple. Companies like Neotel offer this service at a very low cost. Of course, it is important to analyze the rates established by each company when contracting.

In Neotel, the basic contracting of the service costs only 5€ and from this point on, costs per minute of call are established. The rates paid by the contracting party are very competitive and are oriented to the profitability of the companies.

Contracting a 900 line does not require additional investments in facilities or equipment. Everything is managed from the virtual pbx or software, with the equipment that the customer usually has. The telephone company takes care of the rest.

Who can contract a 900 line?

Any company or freelancer can request a 900 line to serve their users. Of course, it is usually a much more optimal solution for medium and large companies. This is because their volume of revenue makes it very profitable to contract this type of service. This is an investment that will bring new customers and expand the opportunities to capture better revenues. Undoubtedly, a service that should be considered by expanding entrepreneurs.

In all call center rooms, the importance of inbound call statistics is confirmed. These are usually central to each operator. However, reading them at a general level can show how the company manages customer service. Their analysis can even take the company’s image to another level.

The statistical modules of the call center software tell a lot about the company. For sure, the amount of extractable variables and data is quite wide. Some statistics are more important than others, but all of them together allow estimating the productivity of a contact center.

What can be known from inbound call statistics?

 

Everything that happens during, after and even before the call is in this data. Some of the most important are free time between contacts, call duration and daily, weekly and monthly flow. This is the most basic, but when you drill down into the numbers you can see a lot more.

For example, with an analysis of daily inbound contacts you can learn some customer habits. This is how call centers in large companies can forecast how many customers will be contacted on Wednesdays and compare with Fridays. It is also feasible to understand what are the times when they receive more calls.

The call center software should also allow you to break down calls by department. Two fundamental and interrelated data are the abandonment rate and the response time. Improving the latter should lower the former, which is a negative number if it is too high. The fact that many customers abandon calls implies that communication is difficult and this projects a bad image of the company.

Organizing the work of the call center

Many times we think that a call center is just about placing a group of employees and answering calls. To be sure, productivity in this type of department is only achieved through planning and strategy. Coordinators can have a more or less stable organization and create contingencies when necessary. The department has daily patterns, but also situations that can occur suddenly.

It is essential to have a virtual pbx whose statistical module is efficient and easy to read. Some programs present too little data or too much in a way that is difficult to understand. Therefore, it is key that the incoming call statistics are presented in a consistent, friendly and easy-to-approach graphical manner. The interface is often another important aspect when reading data.

Innovative companies like Neotel understand the importance of statistics. This module together with monitoring are the essential elements to improve the quality of service. It should be noted that customer satisfaction can also be measured as an objective variable. Organizing the call center so that the service is effective, fast and covers a large number of customers will be part of the good reputation of a brand.