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Two ways to adapt your office to IP telephony

The virtual PBX makes it possible to manage all business communication and make it cheaper. This system is very easy to use and all that is required to use it are devices with an Internet connection. However, for this technology to permeate an entire office it is important to make a small investment in equipment. To be more specific, some Yealink terminals or a device called Grandstream Gateway are commonly used.

These seem like complex names, but you will learn more about this type of equipment right here. Actually, one of the challenges that all companies have when migrating to IP telephony is the fact of not mastering it. Fortunately, this is a very noble and easy to implement technology. Below, you will learn the two ways that entrepreneurs have to adapt an office, or an entire company, to this efficient communication solution… Keep reading!

Why is IP telephony necessary?

The adoption of IP telephony basically involves supporting business communications over broadband Internet. Nowadays, it is very easy to understand this concept because many of the apps we use allow us to converse with third parties through this type of connection. Chats, video calls, voice memos and the rest of the communication we do every day on smartphones happen thanks to this technology.

In the case of an office, what is guaranteed is that all telephone equipment works with IP telephony. Right now, this is seen as a necessity in business and commercial environments. Upgrading to this technology allows you to stop relying on traditional telephone companies, which tend to charge very expensive contracts. In fact, making calls over the Internet allows the cost to be reduced considerably.

Another positive aspect of IP telephony software is that it allows you to control all communication. In the past, call center departments used physical PBXs to coordinate and manage everything their tele-operators did. Now, a company’s managers can do this with all the telephones in their facilities. For security, consumer rights and legal protection, this has become a necessity. Now then… What are the two ways to adapt a workspace to this technology… You’ll see!

Two options: Grandstream Gateway or Yealink Terminals

As explained above, virtual PBX software, or at least Neotel’s, works with a simple Internet connection. Of course, those who want to migrate all their company’s communications to IP telephony will need equipment compatible with this technology. Basically, there are two strategies for making this adaptation.

The first is to buy a device called Grandstream Gateway. This allows you to connect your office telephones to a broadband connection. These devices come with a certain number of ports and can be complemented with other equipment to make the Internet connection flow better. This is the most economical solution, although its application will depend on the terminals in the company. If they have the type of input required, there will be no problem. Many telephone equipment made from the nineties onwards have this advantage.

The second formula is to buy Yealink terminals, which are designed to work with IP telephony. Although it may seem very expensive, most of these devices are inexpensive and the truth is that not all departments require very complex telephones. At most, the investment will have to go up a bit in telephone equipment intended for management positions. In any case, a lot can be done on a limited budget.

Analyzing the best option

Planning and calculation in advance can save some money when migrating to IP telephony. Those who have an office or company should verify in principle the size and characteristics of the place. Likewise, it is very important to know if the phone models they have in the company have the broadband cable input. Then, reviewing the inventory will be crucial.

From here you can study what is the best and more profitable: whether to buy Yealink terminals or a Grandstream Gateway device. The good news is that both solutions can be purchased from Neotel’s digital store. A small investment can be the beginning of a substantial money saving. Contact us to rent our innovative virtual PBX and visit our store for the equipment you need… Contact us now!

IVR: The secret of reliable companies

In the business world, professionalism is synonymous with trust and credibility. Fortunately, entrepreneurs have some tools that allow them to be and look professional, especially in the area of communication. Certainly, one of the most effective elements to achieve this are IVR systems. Almost all the best rated companies have this telephony call center implement. It sounds complicated, but IVR is a system that almost everyone is unconsciously familiar with. When someone calls a company and is answered by an operator who asks for personal information and leads them through the menu of departmental options, they are interacting with this tool. Today, any entrepreneur can enjoy this tool, thanks to the virtual PBX.

How does an IVR work?

IVR is an interactive response system applied to business telephone systems. When a customer calls, it obtains data from the customer, through a direct interaction that is usually a recorded voice recording. Those who wonder how an IVR works should know that it is a structured and automated system. It is simply set up by default to work when customers call. Of course, to have an IVR you must have a PBX that enables its installation and operation. In the past, physical PBXs were used to unify different telephone devices under which customers were served. However, nowadays neither a call center room nor expensive equipment is needed to have these technologies available. Programs such as Neotel make everything easier for the entrepreneur. The PBX virtual PBX allows any company to have an IVR regardless of its size or whether it has physical offices. Even new entrepreneurs and family businesses can gain many advantages from having this type of system. Companies in the service industry tend to get the most benefits from this add-on. Of course, it is important to have an advanced, functional system so that it can be transformed into positive feedback.

Why does the IVR generate customer confidence?

Humans do a lot of comparing when in our role as consumers. Truth be told, the IVR is something that most interact with quite a bit when communicating with a large and prestigious company. Banks, telephone services, insurance and other institutions operate with this system. This means that anyone who communicates with a company that has this, will understand at first that they are communicating with a company, at least a professional one. There are large companies that have forged their name and popularity based on having communication elements such as a good IVR. If the customer service is fast, quality and well conducted, the experience will be largely positive. In fact, having these systems in place is one of the things that enables timely and effective customer service. A company might not have physical offices or business premises, but if it has a good IVR, it will look like a fully constituted business. This is because the customer associates these systems with business communication, business emporiums, among others. In particular, projecting a professional communication generates the idea of professionalism. In turn, the latter generates trust in consumers. Finally, he who trusts buys.

Neotel has the most complete PBX virtual switchboard

Neotel’s main product is the PBX virtual PBX, which provides any company with the best customer service tools. With it, any entrepreneur can enhance customer service and marketing, two key elements for commercial success. In fact, the IVR is just one of the add-ons of our software, which guarantees very efficient technological solutions at an attractive cost. Anyone with a business can enjoy the service and choose the plan that best suits their needs. Our IVR is one of the reasons why companies hire the service more, however, the complements we offer are varied. To improve marketing, we have call launchers such as predictive dialer, bulk SMS sending platform, plugins for enterprise website, CRM and many other tools more. With Neotel, getting closer to your customers and selling more is much easier. No matter the type of business, its size or monetary availability, here we adapt to the client. Those who want to get more information about the service, can continue exploring our website, or contact us through the website or by phone.

Video calling in the cloud opens doors for businesses

More and more applications for cloud-based video calling are being found in the enterprise sector. Consultations point out that the most prestigious companies in the world are aware of the advantages of its use, both internally and with customers. Now, a consultation made by LinkedIn, a recognized social network of employment exchange, ratifies the importance of turning on the camera when establishing communications via the Internet.

It is the same companies that are recognizing the power and usefulness of using video calling. This is not just a simple perception, because in recent years hundreds of companies have found a place for this communication modality in their daily operations. In this article, you will also see the result of a professional study on face-to-face communication.

Do you have a company? Turn on the camera!

According to a survey conducted by LinkedIn and answered by players in the business sector, making video calls in the cloud is much better than just having audio conversations. The specific question asked during the survey was «Is it better to have the camera on during video calls? The results were more than revealing and can be analyzed at a glance.

Up to 56% of the participants answered that it is advisable to turn on the camera, since they were making video calls. In addition, a revealing 28% answered that they did turn on the camera because they liked to «participate 100%». In other words, for a good percentage of workers, taking on a video call in the cloud fully implies commitment to what they are doing. In sum, 84% of those consulted saw communications with embedded real-time video as positive and even necessary.

Only 12% indicated that they did not think it was appropriate to turn on the camera during a cloud video conference or bilateral video call. Even the remaining 4% indicated that they «would like to turn on the camera, but…», indicating that they might be embarrassed because they are shy. However, this latter group also views video calls positively at the business level. The impact of this type of communication is more than noticeable in the business sector.

Video Calling in the Cloud: Opening Doors to the Enterprise

Another social psychology study from late 2021 shows that face-to-face communication is the best if you need to ask for help. In this sense, face-to-face conversation will always be better and it was shown that people are more collaborative when they see each other face to face. In any case, all this allows us to ensure that the video call in the cloud stands as the best formula to ask for help, if we are at a distance.

If the results of this study are extrapolated to the business environment, interesting conclusions can be drawn. For example, video conferencing in the cloud or video call makes the teleoperators of a company more efficient and empathetic. This is something that would benefit the company’s image above all. Video calling also allows the user to see the more human side of the company.

In simple words, the video call humanizes customer service and this is always a good thing. Not to mention the advantages this has for making successful sales. However, in business environments it is not enough to make a videoconference in the cloud on a social network, or through a chat. For this, it is much better to hire the services of an innovative virtual PBX like the one we offer at Neotel.

Neotel: Video calling in the cloud from a proprietary environment

Serious companies have their own environments to manage customer service. That is why, for example, when we call a call center, it has its telephone system, with the elements of the brand and everything is very professional. This is intended to project an image of formality, which in turn is a priority to inspire confidence. The same goes for the video call in the cloud.

At Neotel we have a WebRTC line and our own digital environment for companies to make video calls as it should be. Similarly, our system supports video conferencing in the cloud from professional elements. You will not need to resort to a slow or expensive social network to make this type of communication with your customers. The best thing is that this is only a complementary module of our virtual PBX. At Neotel we have the best technological solutions in communication and marketing.

Virtual PBX call recorder: educating your telemarketers

We all know that business calls are recorded. This is usually done to monitor the quality of customer service and also to check the purchase of products and services via telephone. There is also a lot of talk about national laws that oblige employers to perform this back up. However, the virtual PBX call recorder also serves another purpose: to educate telephone operators.

Call recording should not only be considered as a tool to penalize internal mismanagement. In fact, keeping a record of recorded business conversations helps to avoid poor quality, erratic and deficient customer service. It should be noted that the image that consumers have of the company will depend on this, which is no small thing.

Listening to recorded calls provides guidance to the novice teleoperator

Call centers are often characterized by constant employee turnover. For this reason, the educational work of human resources departments is constantly tested. Each new hire involves the management of human capital that, with or without experience, will have to go through a learning process. The objective will always be to ensure that these telemarketers are able to answer or make calls based on the company’s criteria and principles.

This is where the educational role of the virtual PBX call recorder comes in. In fact, one of the most didactic elements in a customer service center are the recorded commercial conversations. They serve as an entry point for new recruits to distinguish between correct and poor quality management. In the midst of a training course, this can be a resource to ground novice telemarketers so that they understand how to do their job.

However, the virtual PBX call recorder is not only an excellent introduction to the job. In fact, this is an element that can be used in various educational tasks, throughout the recruitment of telemarketers. Basically, the records and the ability to record conversations will allow workers to raise their level.

Evaluating, correcting, and rewarding

Having a virtual PBX with a call recorder allows for a wide range of educational activities with tele-operators. In fact, from here, it is possible to implement a performance evaluation system for each agent. It should be noted that the recorder is part of a much more complete monitoring system in the case of Neotel.

With the call recorder, real-time evaluations can be made for each individual teleoperator. In the same way, it is feasible to use the record of each agent and evaluate their performance. Regardless of the method preferred by the coordinators, the objective of this type of activity is to make the workers aware of their deficiencies. In this way, they can improve their service by internalizing their mistakes.

By evaluating and correcting, telemarketers learn and improve. Of course, this means an incremental improvement in the management and productivity of each of a company’s telemarketers. Likewise, bonuses to telemarketers can be made based on their performance. To this end, tests can be carried out based on the company’s customer service standards. The virtual PBX call recorder can be of great help if it is used well.

Neotel has the best call recorder virtual switchboard

Neotel’s virtual PBX not only has a high performance call recorder. In fact, our software has a whole monitoring module that is very useful for any kind of enterprise. In fact, other of our add-ons are the spy and whisper system and third party verification.

With the spy and whisper, a coordinator can listen to the call in real time, while a telemarketer is handling the call. If the agent makes a mistake or has a question, his superior can give him advice or tell him what operation to perform in the system to solve the customer’s problem. Third-party verification is an ideal function for selling products and services over the phone.

At Neotel we also have a premium call recorder. This has a larger storage capacity and can record the equivalent of two years of conversation. This special service only involves a small surcharge and is ideal for large companies. If you are interested in this and other complements of our program, please contact us.

7 useful accessories you can buy at Neotel

Improving the quality of communications is key for any business today. Fortunately, there are many things that can be done to achieve this, such as implementing IP telephony. Beyond this, there are also some interesting and inexpensive implements that will also make things easier.

In fact, companies that have IP telephony and virtual PBX complement these systems with some accessories. To tell the truth, having a better audio or a more fluid broadband connection can improve the quality of customer service. That is why, below, we will show you seven useful accessories that are a must in any office.

WiFi adapter

There are technological solutions that are very cheap and economical. It seems obvious, but having a good USB port WiFi adapter can make things much easier in an office. This device, which is similar to a flash drive, allows an ordinary computer to pick up the broadband connection.

This is an excellent way to complement the use of a router without the need for cables. Although this is not an optimal device and there are better technological solutions, it never hurts to have this small device in every computer. In emergency situations, having it can solve many connection problems.

There are many WiFi adapters and in reality this is an implement that does not change much between each model. The Yealink WF50 adapter works very well and according to third party references it lasts a long time. This small accessory costs just 23 € and it is always advisable to buy one for each operating computer in the office.

Expansion Module

The expansion module is an IP telephony system implemented to improve the connection of telephone devices and actions during the call. This is an implement that often simplifies the work of receptionists and secretaries in medium to large offices.

By means of this device, actions such as speed dialing, transferring, forwarding and holding calls can be developed. This device allows call monitoring and call management.

One of the most recommended models for this task is the Yealink EXP20. It has 20 keys, graphic display and supports BLF/BLA. Its cost is only 80 € and it is an implement that allows you to control communications and organize them when they come in.

Wired microphones

The offices of the most prestigious companies have moved from telephone to videoconferencing. For this purpose, desktop telephone devices with screens and Internet connection have been created. Those who hold meetings and conferences from the office must have wired microphones.

Wired microphones are specialized microphones for talking during conferences. They are conveniently designed and allow the audio to be easily closed and opened. This is much more convenient than, for example, holding the phone while the meeting is in progress. This type of device is ideal for managers and senior executives of companies.

The best thing about having this type of equipment is that they use optimal HD audio technology. The voice is heard very clear and filtering some background noises. Those who are managers and are used to make conferences can buy the pack of two Yealink CPE90, for only 74.90 €.

Headsets with microphone: useful for the call center and more

Many times we call a call center and think that behind a person who simply picked up the phone and answered. To tell the truth, headsets with microphones are used in crowded customer service offices, which allow the operator’s voice to be focused above the ambient sound.

Similarly, in a call center, operators need to focus their listening with headphones. Headsets with microphones facilitate listening and transmission during phone calls. But in addition to that, they are necessary for the telephone agent to use the computer keyboard to carry out his management.

There are many models of headsets with microphone on the market for office work. However, Neotel recommends the Yealink YHS36 mono and Yealink UH33 models. Both are inexpensive, with good material and excellent sound quality.

IP DECT base station

The IP DECT base station supplements the work of a Grandstream Gateway in small businesses. This device allows to support and extend IP telephony up to 8 VoIP accounts and phones. When used, it can support up to eight simultaneous calls, even without using a virtual PBX.

Its use not only supports IP telephony in a simple way, but also improves the audio in calls. This is because it supports Opus codec, which improves the audio with broadband connection in a really optimal way.

The IP DECT base station works without complicated configuration or installation. Its technology is made to simply plug and play. The Yealink RT30 works very well and costs only 54 €. This device has a very elegant design that matches the aesthetics of any office. A cheaper option is the Yealink W60B.

Yealink products are the best on the market

When our customers ask about devices and brands for IP telephony accessories, our automatic recommendation is Yealink. Indeed, this brand is a pioneer in business communication and continues to be number 1 in the market. Its wide dominance has allowed it to manage affordable prices even though they are of high quality.

Yealink stands out for having a feasible technological solution for every type of customer. Any entrepreneur can start in the world of IP telephony when opting for this brand. The fact is that they manufacture products with different prices, always thinking about the investment that each buyer can make. The company has well studied its potential buyers and offers a very rich catalog and adapted to the user.

Getting started in IP telephony with Yealink is very positive, because their products are easy to install and use. In addition, they are often very compatible with other accessories and systems. Added to this, they sell every device or part needed to get a company’s IP communication up and running, with guaranteed quality. That is why at Neotel we have focused on marketing their products.

What will you find in our online store?

Neotel is a company known for its virtual PBX service. However, we have also created a virtual store to sell all those devices and accessories needed to put IP telephony to work. This initiative was born from the demand of customers who contract the call center software.

In our virtual store you can find the main products needed in an office to develop an efficient, economical and practical communication. Basically, Neotel sells three main products: Grandstream gateway, Yealink terminals and IP telephony accessories. This allows the buyer a number of alternatives when considering the connectivity of their communication system.

Those who, for example, have grandstream gateway compatible devices, will prefer to buy this implement. This will save them from spending money on telephone equipment. On the other hand, there will be those who prefer to renew their business by buying VoIP compatible phones. It all depends on what each buyer wants for their work environment and also their budget.

Neotel online store: everything with a single click

Shopping at Neotel’s online store makes the whole purchasing process much easier. In principle, our website is easy to use, the products are categorized and the catalog is organized in a simple way. This allows potential customers to make their choice more accurately, being able to clearly verify the cost-benefit ratio of each product.

The customer adds the selected products in the cart and can make his payment in two ways: Paypal, or card. In the second case, customers can use either their credit or debit card. From here, the process is very simple and the shipment is done quickly.

Purchasing managers can display information to their managers in Spanish and also in English. This is because our site works in both languages. This is quite advantageous for transnational companies. At Neotel we put everything at your disposal to have a business communication at the highest level. We invite you to take a look at our catalog and to contact us in case you have any questions.

Integrating virtual PBX with third-party software: A great solution

Entrepreneurs who offer a call center service get much closer to their customers. This in turn generates greater opportunities to close sales and generate revenue. However, when using call center systems, what is most desired is that they are fast, efficient and functional. This can be achieved in part by integrating a virtual PBX with third-party software.

A person who sells products or services will probably not understand about software, softphones and the like. However, there are some technical aspects to pay attention to if you want an effective call center. Therefore, today you will learn how important is the integration of the virtual PBX with the rest of the tools that a company manages. This is essential for new companies that offer services.

What is important when it comes to having a call center

Businesses may not require large customer service systems, especially in the beginning. But those companies that are in charge of offering a service must set up at least a small call center department. In these cases it is crucial to understand what the virtual PBX is and what technical aspects operate in it.

Nowadays, the call center switchboard is just another service provided by a telephone company to companies and entrepreneurs. Basically, this means that entrepreneurs who invest in this type of program do not even need engineers to operate it. However, the choice of the program to hire will be vital to provide good customer service.

In this sense, it is important to hire a virtual switchboard that is fast, proven to work and with a simple interface. Of course, a system that adapts to the type of service of the contracting company is also desirable. But in addition to all this, it is very important to have the possibility of integrating the virtual PBX with third-party software.

What does a virtual PBX do?

Before going into technical aspects, it is important to know what a virtual PBX does. This is a program that allows to manage the commercial telephone communication of a company. And that management is based on the following basic functions:

Connecting all the telephone devices: The basic of a switchboard is to be able to connect each of the operators that will serve the clientele of a company. This allows customers to communicate through a single telephone number, but also to control what the telephone agents do.
Improve call handling: The virtual PBX allows you to transfer, mute or put calls on hold. These are functions that make call handling easier because they make it more professional.
Migrate to IP telephony: One of the great advantages of the new virtual PBX is that it allows you to migrate all communication to IP telephony. This means that all calls received or made from the company will be supported by a broadband connection and not by the traditional telephone line.
Cheaper communication: By migrating the communication to IP telephony it becomes cheaper. This is one of the reasons why many entrepreneurs and companies hire a virtual PBX service.

Today’s virtual PBXs have evolved a lot. In fact, these programs now incorporate very advanced modules that go beyond telephone communication. But for the moment, knowing these basic functions is what is important to understand the importance of integrating virtual PBX with third-party software.

What happens in outdated call centers?

One of the problems with call centers at the beginning of the new millennium is that they were very slow. This was due to many factors that were basically related to the high cost of having this type of department in the past. Of course, slow programs in turn lead to lower productivity and complicated work dynamics in customer service centers.

Unfortunately, what should be a problem of the past is still evident in newer call centers. This is because many companies are building their call centers based on outdated software and systems. Precisely one of the problems that this type of department presents is the non-integration of the virtual PBX with the rest of the software managed by the teleoperators.

Many virtual PBX softwares do not have the capacity to integrate with the rest of the applications managed by the telephone agents. The truth is that an operator manages a minimum of five programs to perform his management. In reality, this number can increase considerably, depending on the call center and the systems it incorporates.

What is to be gained by integrating virtual PBX with third-party software?

Basically, the benefit of integrating virtual PBX with third-party software is to gain in speed and simplification. The advantages of having the virtual PBX and management applications in a single digital environment are as follows:

Better operation of the applications: By integrating all the opening of programs do not collide with each other. Computers that implement this type of integration tend to work better during management.
Ease of learning: One of the problems of call center work has to do with the learning of new operators. By having many different programs, they may feel confused. On the other hand, seeing all the applications in a single environment facilitates training.
Organized work: The possibility of having all the programs in the same environment allows the operator to work with greater organization. This is also key to improving response times. Believe it or not, the visual display of the applications on the screen has an impact on the management of telephone agents.
Increased productivity: Having a system that is more organized, easier to learn and faster generates, as a logical result, an improvement in productivity. Service is provided in less time and calls are handled more efficiently.

It seems insignificant, but integrating virtual PBX with third-party software improves call center work. Those who have worked in a call center understand how crucial this can be. In reality, this is a technological solution that came to the market because it addressed a real need in customer service centers.

For which companies is automation necessary?

As mentioned above, the companies that benefit most from integrating virtual PBX with third-party software are those that offer services. This will of course depend on the applications that their operators must use at the time of telephone management.

Companies that use more than three or four applications should use a virtual PBX with third-party software integration capabilities. Similarly, companies that use programs that have very different interfaces and functions could benefit from this. The learning and mastery of the software by your telephone agents occurs more quickly.

The type of activity carried out by the company contracting the virtual PBX must also be considered. In this sense, banks, insurance companies, cable TV companies and basic services are the ones that can benefit the most from integration. This is because they work with several applications and can perform different types of customer management. Beyond this, being able to integrate virtual PBX with third-party software is favorable for any company that works with customer service.

Virtual PBX with integration is innovative

Hiring a virtual PBX that can integrate third-party software is always good news. This only means that the program is innovative and up-to-date, which is positive. Precisely, the problem of many call centers is that they have very archaic and limited systems. This does not allow them to improve their productivity.

An innovative virtual PBX is characterized by a user-friendly interface. In addition, its operation is usually very fast no matter how many employees are connected. In addition, they have the advantage that their data is stored in virtual spaces, supported by the Internet. In addition to this, the most updated applications have complementary modules that help a lot in both customer service and marketing.

Neotel offers a modern, fast and functional virtual PBX that allows integration with third party software. The cost is one of the most competitive in the market and its performance is endorsed by many companies that use the platform.

In addition, Neotel’s call center software has modules that allow companies to grow. Among them are the predictive dialer, robot call, the platform for sending bulk SMS, the click to call me back button for web pages, virtual fax, among others. As you can see, our tools go beyond the scope of telephone business communication. Undoubtedly, this is an investment that can be made with a lot of flexibility, but useful to attract more customers and serve them in the best possible way.

Click to call me back: what every business website should have

Currently, there is a tendency to separate call center tools from ecommerce tools. However, both systems can increase sales and interaction with potential customers if they are integrated. In fact, the new virtual PBX has an innovative module to improve the impact of the business or commercial website: click to call me back.

Those who have websites will understand that the world of plugins is vast, although it is often difficult to know how and what they are used for. This is one that is also part of the virtual PBX service in the case of Neotel. The virtual PBX is no longer a call center program and has now become a complete and integral telemarketing software.

The secret to sell more

The best marketers and entrepreneurs in the world understand that the right thing to do is to open as many channels as possible for communication with users. Most marketing theories and strategies indicate that part of business success lies in availability. The most successful ventures are those that are most available and everywhere.

Therefore, the use of telephone and Internet tools should never be understood as opposites. It is not that by having a web page, the right thing to do is to eliminate the call center or the means of communication via telephone. The more effective and operational communication channels a company has, the more likely it is to generate sales.

Some customers come to a company from one social network or another. Similarly, some prefer to write a private message, contact through the website or rather, communicate directly by phone. Precisely, click to call me back is a tool that integrates telephony and website, to facilitate customer service and of course, sales. But… What is this innovative system all about?

What is click to call me back?

Those who have experience with commercial websites know that the platforms have add-ons that allow to improve the reach and management of the same. The click to call me back is precisely an add-on designed to improve communication with the customer from the website.

The click to call me back is a button that is installed on the business website or virtual store. When pressed, customers who want to receive some information can see a box and enter their phone number. In this way, an agent of the company will contact them to answer any questions or in case they want to place an order.

This module of the virtual switchboard allows instant communication with users who discover the commercial website. With its installation and use, communication ceases to be in the hands of the user, and is arranged by the company at the user’s will. The impact of this tool is important, because it solves a major problem that all of us as consumers have experienced at some time.

The problem of most websites

Nowadays it is very common to look for products and solutions to our problems through Internet search engines. It has happened to almost all of us that we suddenly find the website of a company of interest and when we are ready to ask and make contact, it simply becomes impossible.

Websites are tools to increase the visibility of companies and in marketing strategies, they are placed as an essential element. The problem is that many of them publish telephone numbers that over time have become outdated. Similarly, sometimes the consumer finds an e-mail, writes to the company and gets no response. There is also the box that allows to leave messages, which is usually inoperative almost always.

Precisely, the click to call me back button gives the entrepreneur the possibility to contact users who might be really interested in the product or service offered. On the other hand, the customer will be sure that, by entering his or her number, an agent of the company will contact him or her. This is how this simple button allows our company to stand out from others in the eyes of consumers.

What do companies gain from the click to call me back button?

Convertibility: Companies that install and properly use the click to call me back button can convert Internet users into customers more easily. This is because they migrate people interested in the product to a much more direct conversation with a company representative or salesperson.
Immediacy: Thanks to this button, commercial communication occurs immediately. Instead of relying on the customer to communicate, the burden of communication falls on the company. Of course, this increases the opportunity to generate new sales.
Differentiate yourself from other companies: Something fundamental in business is to stand out from the competition. This must be done with the products and the brand, but also with the attention offered to the clientele. By offering click to call me back as a communication alternative, companies put themselves in a better position against others with outdated websites.
More avenues of communication: This button is basically another system by which customers can contact and receive personalized information. This implies projecting greater availability which also improves the perception that users have about the company.

Click to call me back: useful for any type of business.

The click to call me back button can be used by any type of business. Businesses that offer services can take advantage of it due to its immediacy. For example, a law firm can receive the numbers of potential clients and call back immediately, projecting its vocation to serve and help those in need. In fact, this plugin allows to show interest in the user, regardless of the hiring.

However, this PBX plug-in can also be included in virtual stores. In this case, the click to call me back can be oriented to answer customers’ questions, or as a mechanism for dealing with complaints. There is always a way to include it even in this type of website designed for direct online sales.

On the other hand, merchants who sell products but do not have an online store, can manage orders from this module.

How to obtain and install click to call me back?

Click to call me back is one of the modules of Neotel’s virtual switchboard. Therefore, it is a service provided to entrepreneurs and companies that contract this service. The inclusion of this module in the monthly plan is very economical, costing only 25 euros per month for its installation and use.

For those who do not know what a virtual switchboard is, it is a telemarketing and customer service software, which allows to manage business communication. It has the basic features of call center software, but includes many other functions and add-ons. Basically, it allows the implementation of IP telephony, databases and other necessary implements for a formal, professional and intelligent business communication.

On the other hand, the installation of the click to call me back button is done by Neotel’s IT experts. This is done in a very simple way and does not affect the design of the business website. Everything is done in an expeditious manner and the client can request to place it in the section of their digital portal that seems most convenient.

Neotel: quality telemarketing software

Neotel offers entrepreneurs and traders its innovative telemarketing software. This virtual PBX goes beyond the applications and functions for answering phone calls. Our program also has complementary modules to work with other communication channels and generate more sales, as well as the best attention to your customers.

Some of the modules most used by our customers are the call launchers, the call robot, the virtual fax, the signaling, the sending of massive SMS, the CRM and many more. These as well as the click to call me back button are effective to connect with the public and achieve better communication and increased sales flow.

Our virtual PBX has a long history of good performance, stability and speed. Neotel is a company that has been in the business telecommunications market for more than twenty years. Our virtual PBX is used by some of the most important companies in Spain and the rest of Europe and Latin America. Contact us to learn more about our products, special modules and prices. We have all the necessary tools for the development of professional communication and business marketing.

Neotel 2000: everything you need for IP Telephony

IP telephony is the present and future of internal and external business communication. Companies that base all their telephone communication on this technology save a lot of money. However, some minor purchases and changes will always be required to adapt the devices. Neotel has everything you need to make this upgrade.

IP telephony does not depend on large and complex installations. In fact, getting it up and running does not require the purchase of large servers and data centers. This is a great advantage, since its adaptation requires very simple and inexpensive equipment. Of course, everything will depend on the needs of each company.

Migrating to IP telephony

Migrating to IP telephony means that companies have to choose which programs are best suited to their business activities. For example, it is possible to combine the virtual PBX with CRM, or to incorporate extra modules such as call launchers. Likewise, companies that want to upgrade their communications must verify the physical format in which they want to do so.

There are several ways to approach IP telephony, the objective being to do it as well and as cheaply as possible. One of the advantages of this technology is that it allows companies to work based on the resources they have at their disposal. In other words, the first step is to verify how the Internet connections are and what kind of devices the office has.

In this sense, it is essential to contrast the space and Wi-Fi devices to ensure the Internet signal. Another aspect to consider is the type of telephone devices available in the office. This is valid for a call center, as well as for a traditional office format with different departments.

What do you have in the office?

Most companies are not fully aware of the potential and functions of their communication devices. It is therefore essential to check, above all, what types of terminals are in the office. The good news is that IP telephony is very adaptive and can work with different technologies. There are different ways to migrate and enjoy the benefits of IP voice protocol.

Generally, within companies there are two options. The first is that the company has very outdated telephones that do not accept IP connections. These are devices that do not have broadband input, because at the time they were created this technology was not developed.

Secondly, there are the companies that have much more up-to-date office telephone devices. It is quite possible that some companies have this type of equipment and are not even aware of it. In this case, the migration is much simpler and only depends on establishing a few connections.

Another of the cases that are most often seen in reality are companies that have both technologies. That is, one part of their devices is outdated and the other has terminals compatible with IP connection. However, in all these scenarios it is feasible to migrate to VoIP services.

Grandstream Gateways: when phones are out of date

When telephone devices are outdated and you want to use VoIP telephony, the solution is to buy Grandstream Gateways. In fact, it can be much more cost-effective to buy a small batch of these devices than to buy twenty or thirty state-of-the-art terminals.

This device is very useful when the budget is too limited to replace all the phones. Grandstream Gateways allow telephone calls to be converted to a hybrid format. In this way, analog telephones can be used whose communication is supported by Internet connections.

One of its advantages is that it allows calls to be made using a VoIP service provider such as Neotel. Basically, this equipment routes calls over a broadband connection. A single device can be used to connect different devices. In fact, there are VoIP gateways for working with two telephones and larger ones that allow up to 24 handsets to be connected.

The models on the market are analog or digital, depending on the function for which they are required. Neotel has a catalog of at least five models with different capacity and cost. Undoubtedly, an excellent option in case you do not want to make a complete restructuring. The results and the quality of communication are positive.

What is needed if the phones allow IP telephony?

Many companies have existing equipment with IP telephony capability. They will have the most important part of the equipment covered, but may need other equipment. In these cases, issues such as the range of the Internet connection within the company should be checked.

It is possible that some areas of the office may have less connectivity and this will affect communication. Fortunately, there are many accessories that can improve connectivity and extend IP telephony.

In these cases, routers or repeaters could be purchased to extend the broadband connection. It is also important to check if the office equipment is complete, as it is very common to find devices that do not have their adapters and the like.

Neotel offers a wide range of accessories for telephone communication. Those companies that are setting up a physical call center, should check this online store. There they can find many of the implements that are commonly used in this type of department, such as headset with built-in microphone. On the website you can find other useful implements for conventional offices as well.

What if the devices are too old?

There is also the case of companies that still use equipment from the early 2000s, or even from the 1990s. These are small companies that have not taken many steps to update their technology. It is likely that this type of venture will require an investment in Yealink terminals.

At Neotel, there is also a large list of telephone models available, aimed primarily at business work. The best thing is that they are available at different costs so that the businessman can upgrade his telephony based on availability.

Neotel has IP telephony terminals ranging from 70 € to more complex devices that reach 499 €. It is important to make the investment thinking about the needs of the business. Some are much better for management positions and others for other functions such as secretarial or small offices.

If you make a smart investment you can buy several phones without facing a total amount too high. There are several alternatives in the catalog and this is not such an expensive technology. In any case, it is important to make this technological upgrade, which is much less costly than maintaining the old telephone communication schemes.

An intermediate solution

Each company is a totally unique and different reality. Likewise, a different type of option is always available. In many cases, IP telephony involves the creation of a hybrid telephone communication system. For this, Grandstream Gateways and Yealink terminals can be combined.

Each office can be adapted to the resources and infrastructure. The great advantage of IP telephony is that it is very versatile, allowing solutions for connectivity. The next step is to contract Neotel’s virtual PBX and other communication management software. In any case, the important thing is to think about how to make the technological adaptation. Fortunately, Neotel is involved in the whole process.

Neotel: more than a digital store

Neotel’s online store is fully in line with the company’s services and objectives. Buying our products goes beyond a commercial exchange and we understand that most customers require a personalized assistance.

People who buy their VoIP telephony products at Neotel are provided with all the advice and technical assistance they need. Likewise, our team of technicians offers support for configuration tasks. In this way, the customer after making his purchase can put the devices operational as quickly as possible.

There is no additional charge for technical assistance and consulting. This service is a benefit for buyers and is included in the price of the equipment. Our interest is that consumers can use our equipment and buy again in our store if necessary.

In addition to this, we have the best call center software, CRM and functionalities for customer service and telemarketing. At Neotel we offer everything necessary to modernize the communication of companies, with the objective of amplifying their field of action. Our devices and programs are the most advanced and are fully compatible. Check our online store and contact us in case you want to make an inquiry or want to make a purchase.

Telemarketing surveys: What inquiries should companies make?

Knowing what customers think is more important than many people think. In fact, commercial strategies and the success of the products offered depend on this. This is why it is important to have ways of consulting large groups of users. In this regard, the telemarketing survey module of the virtual PBX seems to be the most effective.

Telephone surveys are one of the most reliable sources of user information. However, much better than calling customers is to place them in the customer service IVR. This option is often perceived as less annoying. This is precisely what the survey modules of the virtual PBX do.

What is the telemarketing survey module like?

Telemarketing survey modules allow you to take advantage of the contact generated by the customer himself, to ask him a question. When the customer contacts the customer service, the survey is placed to know data of commercial interest, or to evaluate the quality of the service. This is much more effective than making inquiries through outbound calls.

In order to operate, the system asks the question by means of a voice-over, similar to what happens with the robot call. After asking the question, the module indicates to the customer the available options to give his answer. Customers use the numeric keypad to choose the most convenient answer.

The response information is stored in the system for analysis by analysts. The process is very convenient and the customer takes no more than a couple of minutes to respond. This is the biggest advantage of this add-on to the virtual PBX.

Where does the telephone survey appear in the call?

There are two forms under which this module usually operates. Firstly, there are the telephone surveys that are made right at the beginning of the call. The survey appears as an element of the IVR, when the customer is going to be routed to the appropriate department.

The second option is to make the inquiry once the telephone agent has already handled the service. In this case, the teleoperator transfers the customer to answer the survey. Subsequently, the user listens to the survey and answers it by marking the numerical options that he/she considers appropriate to his/her opinion or feeling.

Placing telemarketing surveys at the beginning or at the end of the call can have both positive and negative effects. Placing it at the beginning forces customers to generate a response, although they might answer anything because they just want to receive attention.

On the other hand, making the inquiry towards the end implies a risk that the user will hang up. But those who answer the questions might do so voluntarily, so they would make an effort. In any case, everything will depend on the person, the company’s preferences and the type of query.

The company can ask anything

Many companies are satisfied with simply asking about the quality of their customer service. In fact, the telephone survey module can be used to consult anything of interest. By understanding this, the query tool acquires other dimensions and an important utility from a marketing point of view.

In fact, surveys of commercial interest are usually divided into two types: satisfaction surveys and opinion surveys. The former are basically the typical queries that are made to rate the quality of the company’s or the teleoperator’s customer service. However, questions of this type can also be asked for more commercial purposes.

Opinion surveys tend to be a bit more open-ended. In the world of statistical studies, these are usually divided into three types: entry, comparative and follow-up surveys. An example of an entry product might be mentioning the characteristics of a service or product and asking customers if they would like to use it.

Comparative surveys are used to verify which product or service customers like the most. This is what happens when customers are asked which of the existing products they like best. Finally, the follow-up survey allows you to explore how the customer feels about what is being offered. An example of this modality, is when you ask what they would like from a product or service: «would you like a faster data plan, cheaper, or with more minutes?»

It’s all about having a little creativity and knowing what is the specific information you want to know. However, this is a module that has no limits.

Some examples of telephone surveys

All types of surveys can be carried out using the telemarketing survey module. The important thing is to think about how to pose both the question and the options to answer with the numeric keypad. It is feasible to move away from the typical quality of service question and go on to evaluate commercial aspects.

For example, a company might ask about the quality and perception of its products. To do this, it can ask «When you think of our products, what is the rating for our brand?». From here, it is feasible to place at least five options ranging from exceptional to lousy.

The phrasing of the question is vital to get an honest response from users. In fact, you can play with this to verify what the perceptions are. For example, instead of asking about quality, you can ask something like «Would you recommend our service to your acquaintances?».

A key question to ask when following up with customers has to do with shortcomings. It is feasible to ask customers «What aspects of our product would you improve?». If you are a service company, this will let you know what needs to be improved compared to the competition.

Now, a key type of question that few companies dare to ask is about new products. This is very positive because it allows to know preferences and the feasibility of launching a new commercial proposal. In this case the question could be something like «Would you like a product that meets the following characteristics?», mentioning of course the most important ones.

Another quite interesting type of question is the one that invites the user to compare the company’s products. This type of survey is queried as follows: «Which of our products do you like the most?», or «What is your favorite service?». After formulating the question, the options to answer will carry the name of each of the products and services. In this way, it is known which is the purchase intention or which product has greater acceptance.

Telephone surveys as part of the commercial strategy

Many entrepreneurs are unaware of the scope of the telemarketing survey module. To be sure, what is most valued in the marketing field is information on consumer preferences. Social networks provide some data, but it is much better to consult customers directly.

Using the telephone survey module makes it possible to develop efficient business strategies. From this application, it is possible to know what customers need, what they like, what works and create better offers. This applies to companies that market products and also to those that offer services.

A positive aspect of telephone surveys is that they cover consumers of all ages. In fact, one of the problems with social networks is that they do not cover the longest-lived customers. Precisely in this reality lies the need to maintain communications and consultations via telephone.

The use of surveys can lead the entrepreneur to offer a product or service that can generate many sales. One of the great problems of the companies is the development of commercial strategies based on deficient information. It is believed that today’s companies plan with only 8% of their customers’ preferred information.

Neotel offers a state-of-the-art telemarketing survey module

Neotel’s telephone survey module is innovative and above all easy to configure. The system allows you to design several surveys quickly and its navigation is intuitive. You can even activate several surveys at the same time and have all the numbers as options to answer.

The data obtained can be exported from the module to Excel for review by analysts. It is also possible to create graphs from Excel. Everything is configured to provide practical results for the company’s coordinators and decision makers.

Neotel’s module allows to launch surveys automatically and also to perform them after finishing a call with the client. Undoubtedly, this is one of the most interesting modules of our call center system. It does not matter if the company is small or does not have a contact center, each plan is adjusted to the needs and investment of each client.

CRM: Control customer data and increase sales

Banks, telephone companies and other service companies usually handle basic customer data. In fact, this is part of the nature of that type of business, but the truth is that having customer information is always positive and useful. In fact, both the company and the customers benefit from a CRM.

Having databases is legal as long as the information is handled in accordance with the law. In fact, this is important in almost every type of enterprise. Of course, today’s information management software has evolved by leaps and bounds. Having a CRM even makes it possible to carry out marketing campaigns with a fairly wide scope.

What is a CRM?

CRM is a business management system aimed at collecting data from a company’s customers. To be more precise, this software is a manager for the relationship and attention offered to customers. It is known as CRM for its acronym in English which stands for Customer Relationship Management.

The meaning of CRM in Spanish is something like «Gestor para el manejo de relaciones». This is a digital tool but its design is also part of a management model for customer service. This makes it go beyond the rudimentary databases used by some service companies in the past.

The CRM integrates various functions that facilitate communication with users, beyond attending to their problems. In fact, this application includes functionalities that facilitate data updating, marketing and communication of business messages. As can be seen, the information base is one of the parts of this integrated system and not its entirety.

A traditional database may be configured only for information verification, or customer service. On the contrary, CRM is designed to simplify the commercial relationship with regular customers and potential users. Used well, this tool allows you to expand business opportunities and close new sales.

How does CRM work?

CRM is more than a software, it is a customer-oriented business management philosophy. It is not only oriented to attend to complaints or failures and, to tell the truth, it is usually designed to increase sales. Its appearance comes to unify and refresh obsolete processes or systems of attention that were not integrated in order to consolidate the growth of the company.

CRM is created under the vision that all the information must be condensed in a macro system, efficient and easy to access. It is a way for every part of a call center and the company to work in unison. In addition, this software has functionalities and channels of action to connect various departments.

For example, it may happen that a customer calls upset because his cable TV signal is faulty. An operator immediately answers the call, verifies the data of the incoming call and understands that the user has outdated numbers in the database. Immediately, the CRM allows you to update the phone number and even get the person’s email address.

But the CRM goes beyond this. In fact, the inbound operator can pass data to the telemarketing department. In other words, this application makes it easier for all departments to communicate and complement each other for the benefit of customer service and the company’s commercial growth. The goal is to connect all parts of the business machine to generate better information and greater resources.

Some CRM functions

CRM is a complex system that links the parts of a company and its functions are interconnected. Obviously, updating customer information is probably its most basic and obvious facet. But the full potential of this implementation can be analyzed with other, much more complex functions.

For example, today’s CRMs make it possible not only to obtain and manage customer data, but also data on people who may be potential customers. These are known in marketing as leads and constitute business opportunities. Precisely, the manager system is designed to detect this type of person and pass them directly to the sales department.

This tool also makes it possible to check the status of customer debts. This is of vital importance for service providers and allows them to improve the work of the collection department. As with leads, the information is passed on to improve the company’s ability to collect from customers in arrears.

In addition to this, the most current CRMs implement automated intelligence. In this way, the most repetitive tasks are performed more quickly and easily. In turn, these programs have functions and sections that generate recommendations to telemarketers. In the case of Neotel’s tool, this happens instantly and in the middle of the management.

How to improve sales with a CRM?

CRM is a program aimed at generating opportunities and facilities to increase sales. Although there are many types of this type of programs, all of them in their structure promote the commercial activity of the enterprise. The most important thing is the interconnection that it allows between departments for the exchange of information.

The knowledge of the leads allows the telemarketing department to capture new customers. Today, worldwide statistics suggest that a person buys products or services after the fifth call received. Being able to identify interested buyers and forward their data to close the deal, means achieving sales with fewer contacts.

In other words, CRM increases the amount of closed business by reducing the work required to obtain it. Added to this, its use implies an increase in cross-selling. These are the ones that occur when an operator gets customers to buy complementary or higher-priced products or services, increasing profits for the company.

Of course, each manager has different characteristics and it is therefore necessary to carry out a study of the available options. Choosing the system that adapts to the particular needs of the company is a priority for any entrepreneur. Just as companies operate or are structured differently, not all managers are equally suited to each company or business activity.

Getting to know Neotel’s CRM

Neotel’s CRM has some of the most comprehensive and innovative features on the market. A basic feature of these systems is the document manager. This allows the operator to access the information stored for each client.

Likewise, the program has the ability to note changes or send documentation by various means to other departments. In fact, the CRM allows sending both e-mails and text messages from the user’s window. Basically, this type of program facilitates the exchange of information to avoid delays.

Another feature that Neotel’s CRM has is the ability to schedule WorkFlow. Basically, this involves creating events with guidelines and information that allow all company departments to be connected. This involves, for example, creating alarms for the telemarketing department to call three customers who have contacted the company.

In essence, this customer relationship manager goes far beyond traditional databases. CRM is designed to link the work of the different sectors of a company. In fact, this application is ideal for companies with medium-sized or large workforces. This is just a taste of Neotel’s CRM functionalities.

What is Neotel CRM like?

After understanding what a CRM is and what it works for, it is essential to analyze the characteristics of each market proposal. Neotel’s application is functional, easy to use and has a user-friendly interface. From a simple to understand structure it is possible to perform multiple tasks that will improve the productivity of the company.

Neotel CRM comes with an integrated virtual pbx. This means that the companies contracting the service have the call center software fully compatible with this manager. In this way, operators will not have to open several different softwares to perform their management. In addition to this, the application is customizable and includes very useful functions for marketing.

The entire system is hosted in the cloud and works with an Internet connection. The costs of the service are competitive and can be adapted to the needs and budget of the contractor. Entrepreneurs can access a certain number of modules, channels and services depending on what they need for their company.

CRM is a necessary tool for growing companies. It goes beyond the database and aims to increase productivity and revenue by improving internal processes. For sure, it is a necessary investment that will pay good dividends in the medium term.