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Outbound Telecommunications – Maintaining a Reliable Network for Call Centres and Enterprise Customers
The costs associated with the operation of outbound call centres is extremely high, particularly in a situation where a centre has a large number of agents working for them. These high costs are palatable for a call centre when the operation is running smoothly, however, if there were to be a telecommunications issue, or a complete telecommunications service outage, then a call centre would be faced with a situation where they would be incurring all of the costs associated with their operation, but unable to generate any income through sales. In short, in situations such as this, a contact centre would be completely crippled, which makes it extremely important for a call centre to choose a provider that has a resilient and robust network. This article covers a small number of things that should be considered to ensure a network is reliable for call centre and enterprise customers.
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UK Call Centre Voice Networks – Resiliency and Call Quality are Paramount.
The ability to make and receive telephone calls is something that many of us take for granted, however, good practice should dictate that every contact centre carries out a full and thorough investigation into the resiliency of their telecoms provider to ensure that if a problem occurs, the ability of the call centre to continue operating isn't significantly compromised. Even if your ability to make and receive telephone calls isn't impacted, the degradation of call quality could have an equal impact on the operation of the call centre as a total telecoms outage. For the reasons specified above, it is of critical importance that questions about redundancy and resiliency are asked of your telecoms provider, and questions about the overall resiliency of your call centre are asked. Below are some examples of the types of questions that you need ask of your telecoms suppliers, and the types of action you should take to ensure resiliency:
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What is Outsourcing? What are the Benefits for the Sales and Customer Service Functions?
Outsourcing is the process of hiring an independent organisation to carry out a business process which was previously performed internally. Outsourcing is very common and is used in a great variety of industries, from animations to IT. It's a useful and valuable way for a company to spend its money, as often it allows that company to focus on more important aspects of their work, saving time and money. For example, someone running an online shop may be more concerned with providing good-quality clothing on time than learning how to create and manage the website, and so would find a separate IT company to do this. Essentially, it's like paying your big brother to do your Maths homework so you can spend more time doing your History project. One particularly common form of outsourcing is placing companies' call centres abroad, typically in countries such as India.
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TPS on the BBC – What Panorama Had to Say About UK Cold Calling
On Monday 2nd July 2012, the BBC aired the Panorama programme - Call Centres Undercover. One of the main themes that this programme explored was the Telephone Preference Service, and whether or not they were achieving their goal of preventing unsolicited calls being made to individuals and businesses that had registered with the TPS service.
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Five Ways Your Business Can Utilise a Bulk SMS Gateway
The benefits of a mass text messaging service for a business can be huge, and will vary depending on the nature of each organisation. Below are five examples of how bulk SMS delivery can be used to add value to a company and its interaction with its customers.
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As British Businesses Reaffirm Local Outsourcing, What Does the Future Hold for UK and Indian Call Centres?
Over the past couple of decades, we have seen the call centre boom take place in India as centres moved there from more developed countries like the UK. This huge growth has several explanations; firstly the cheapness of using call centres based here, which helps increase companies' incomes. In the UK, the average salary for a worker in a call centre is around £12,500 per year, whereas in India this is just £1,200. The boom was also encouraged within India as it was seen by many as a road to development and a good opportunity for graduates to find work. There is also the wealth of English-speaking workers, with more in India than in the UK and USA combined.
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Predictive Diallers – They’re Only as Good as Your Data
A dialler will call a list of telephone numbers that have been uploaded to it and then connect the call to a person that works within the call centre, typically referred to as an agent. A predictive dialler takes this concept a step further by using complex algorithms that are designed to reduce the amount of time that an agent will spend waiting for the next call, whilst reducing the chances of a call being made to somebody and there being no agent to speak with them.
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TPS, CPTS, FPS, MPS, BMPS: So Many Acronyms! Defined and Explained
There are many acronyms used within the call centre industry, often these buzzwords and abbreviations will regularly come up in conversation within this environment. These can be confusing to anyone new to the telecoms industry, hopefully the following glossary will explain a few of the three letter acronyms listed below.
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IP Telephony Glossary – 20 Acronyms Every Call Centre Manager Should Know!
There are many acronyms used within the call centre industry, these can often be very confusing for those people new to the field. The purpose of this article is to therefore explain all of the common buzzwords, jargon and abbreviations that will be found as soon as people start talking about call centres.
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4 Tips for Reducing UK Call Centre Costs
Due to the emergence of SIP based telephony and Softswitch technology, coupled with the recent reduction in mobile termination rates, Nexbridge are able to offer some of the most competitive call charges in the industry. Our call charges are so competitive that many contact centres have found our call charges cheaper than their current call charges.
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