Blog
What Is A Virtual Call Centre?
A virtual call centre is a concept whereby call centre agents do not operate from a single location, but are geographically dispersed instead of operating from work stations within their employer's premises. Typically this scenario works by having all of your call centre agents working from home, or alternatively in smaller groups. This setup doesn't have any impact on the ability of a customer being able to contact one of your contact centre, as calls will automatically be distributed to the remote locations wherever they may be. Many organisations choose this model for a variety of business benefits, including:
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Call Detail Records (CDRs) – A Veritable Mine of Information for Call Centre Managers
When running a call centre, or a team of call centre agents, it can be difficult at times to understand changes in performance and agent morale.
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How Are UK Call Centres Managing PCI Compliance Issues?
The Payment Card Industry Security Standards Council (PCI SSC) was formed in September 2006 with the purpose of improving the security of credit / debit card information throughout the process of a card transaction. The Payment Card Industry Security Standards Council are responsible for application and management of the Payment Card Industry Data Security Standard, which is the standards and requirements that are used to ensure that all organisations that process, store, or transmit their customers' card information, do so in a secure environment. PCI compliance applies to any organisation that processes payment via credit or debit card, regardless of their size.
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SIP Trunking – What Are the Benefits for UK Call Centres?
A SIP trunk is a service offered by an Internet Telephony Service Provider (ITSP) to use Session Initiation Protocol (SIP) to deliver telephone services and to set up communications for individual users as well as both small and large businesses.
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TPS and the Importance of Compliance
The Telephone Preference Service (TPS) is a register which gives both business and the general public the opportunity to opt out of unwanted sales and marketing calls. This official register is completely free to join.
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IP Telephony – A Brief History of Its Technical Evolution
IP telephony (Internet Protocol telephony) uses the internet to deliver calls as packets of data on shared lines. Also know as VOIP it is the real-time transmission of voice signals over the internet or private data network.
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The T.38 Fax Relay Standard – A Brief Overview.
Fax, also known as facsimile, involves the transmission of scanned material via electronic signals through a telephone system. Once this information has been transmitted, the device receiving the information (typically a fax machine) will convert the electronic signals into an image. The use of fax machines to transmit images and information has declined over recent years due to the emergence of internet based technologies such as email, however, there are many industries that still rely on faxes to transmit information such as financial records and signed contracts.
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The Importance of Voice Quality to Your Contact Centre
In the contact centre industry, the importance of consistently high call quality cannot be understated. It is, after all, the fundamental purpose of a contact centre to make outbound calls to individuals, and due to the significant overheads associated with a contact centre operation, they simply cannot afford to drop calls or have bad call quality at any time. The significance of dropped calls and bad call quality cannot be understated due to the severe impact that it can have on the contact centre operation. This article explores some considerations that are necessary to ensure that call quality doesn't adversely affect your operation.
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The Growing Importance of the ICO for UK Call Centres
The ICO (Information Commissioner's Office) is an independent authority that has been set up to uphold information rights in the public interest, promote openness by public bodies and data privacy for individuals.
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Real Time TPS Compliance for UK Call Centres
The TPS/CTPS are free services that individuals or businesses can join to stop unsolicited calls. However, customers on the TPS/CTPS can be called if you have prior consent to do so. TPS is an acronym for Telephone Preference Service, which is regulated by the ICO (Information Commissioner's Office) and relates to (PERC) the Privacy Electronic Communications Regulations. In May 2011 the information commissioner was granted significantly extended, and enhanced powers enabling much swifter fines to be issued and greatly increased value (up to £500,000).
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