What are the advantages of having a Call Center Software service?
The business market is full of companies that offer call center software services. However, many entrepreneurs and company managers have not yet internalized the advantages of having this program. To be sure, having this tool implies adopting an innovative, economical and multi-purpose approach to communications.
Precisely, one of the strengths of this communication system is that it offers a more than satisfactory cost-benefit ratio. In terms of profits and opportunities, its potential is enormous and that is why, below, we review some of the advantages of having a call center software service.
Reducing communication costs by up to 80%.
Until recently, corporate communication opened a gap that divided companies into two large groups. On the one hand, there were the business emporiums, characterized by having innovative, costly and complete communication systems. On the other, there were the vast majority of companies that have not been able to rely on adequate communication tools, thus reducing their range of action.
This gap occurred because the communication systems in place until about ten years ago were very expensive. For example, call center systems cost hundreds of thousands of euros at best. This figure rose to millions in the case of state-of-the-art technology and very influential transnational companies. The mere fact of having to install a data center, set it up, maintain it and open a customer service room, implied costs that few could cover.
To be sure, bridging this gap is possible thanks to call center software. In fact, the main advantage of this tool is that it allows the management and unification of a company’s communication without the need for installations, servers and other expensive equipment. Its system works over the Internet, its hosting also, and everything works with any device with a broadband connection. For example, it is estimated that companies that contract Neotel’s service save between 50 and 80% in communication costs. So a key issue is how cost-effective it is.
Call center software: Make the leap to IP telephony
One of the reasons why call center software allows us to reduce costs is because it opens the door to IP telephony. Basically, what this means is that all telephone communications are supported by a broadband connection. By doing this, the billing for telephone consumption drops significantly, which is important when it comes to companies.
In addition, IP telephony makes it possible to work with other companies that offer less expensive billing. For example, some plans allow internal calls to be kept at zero cost, or to a special list of numbers. The best thing about this technology is that even its adaptation is quite economical.
The only thing a company needs is to have an IP voice PBX service. Subsequently, it is necessary to verify which telephone devices and technological implements the company has. The good news is that even some of the telephones manufactured in the nineties can work with Internet protocol. Of course, buying servers is not the same as buying some telephones and a device for IP telephony to work properly.
Mass communication translates into money
Today’s call center software is a program that goes beyond connecting different devices or operators to the same PBX. In fact, placing this program in the category of «call center tools» does little honor to its usefulness and scope. In fact, these applications have evolved to the point of working with different business models and communication methods.
Beyond this, the important thing about today’s IP voice PBX is that it allows massive actions for business communication. For example, Neotel’s software has a platform for sending bulk SMS. Through this, we can send large amounts of messages to our customers and users, in order to promote products, make sweepstakes or even simply to build loyalty with a positive message. Do you know how powerful it is to be able to send 600 or 1000 text messages to several users instantly?
Of course, this is just the beginning of the potential of today’s call center systems. Other modules that allow massive outreach are the dialer and the call robot. The call center software has functionalities that even allow to vary the advertising format, to make it more dynamic and varied. All this makes it possible to guarantee strategic customer support, something that the best positioned companies understand is vital to generate more money.
Productivity is also measured in customer service
The most organized companies understand that labor productivity can also be measured and is important. This also applies to business communications, both inbound and outbound. In this sense, call center software allows to control the entire flow of calls and contacts that are part of the commercial life of a company.
It should be noted that maintaining the quality of communication with customers is crucial for business success. Today it is known that the best companies are those with call center systems that are efficient, fast and offer good customer service. A company’s ability to be available and to solve its customers’ problems is one of the most valued factors for growth and revenue.
Precisely, one of the central functions of call center software is to quantify all communication. It doesn’t matter if it is a customer service center or an outbound department. The system will always take care of recording all the performance of the tele-operators, the number of incoming calls and, in addition to this, record the calls to make sure that the users are well attended. The best thing is that these metrics are not only useful to review the work, but can also be used strategically to improve it.
Call center software has many modules
Today’s call center software has many modules with different useful functionalities. Some of these add-ons are geared towards mass advertising as specified above. Others are simply made to generate other means of communication with the customer. For example, at Neotel we have a plugin for business website called click to call me back. This button allows Internet users to leave their number so that the company can contact them, in case they have any questions.
Other implements are made to collaborate in the organizational part and data systematization. This is what happens with CRM for call centers, a system that integrates the database function with communication channels designed to streamline sales processes and the interrelationship between the company’s employees.
The good news is that the most advanced virtual PBX programs are focused on marketing and customer service. That is to say that, although they are internal management tools, they are oriented towards business growth. This differentiates them from other applications. Their hiring should generate not only facilities, but also gains in productivity, communication and also in the achievement of new sales and customers.
Neotel’s call center software is a pioneer in the market.
Neotel’s virtual switchboard is a reference in the market of business solutions for communication. With 20 years of experience, we have managed to create a stable, functional, fast and easy-to-use program. Over time we have incorporated a series of complementary modules that respond to the technological evolution and new needs of our customers. Likewise, from time to time updates are made to further improve its efficiency and usefulness.
Hundreds of companies worldwide use our system to support their internal and external communications. Our experts and servers support the effective operation of our call center tools. This program does not require installations, investments in equipment or complicated configurations. Everything operates from the Internet, with a very intuitive interface. In addition, we have the best call center software prices, presenting you with different plans to suit your budget and requirements.
Neotel has the best call center software in Spain and one of the most used in Europe. Now you know what are the advantages of having this type of software. To tell the truth, with this platform you can start any business without the need for a physical space and even from a smartphone or a computer. The best technology in terms of customer service and marketing is at your fingertips.
