Many companies in almost every sector have a need to be in contact with large amounts of people at once. Maybe a lot of customers are trying to get in touch to make the most of a special deal, maybe there are an influx of patients trying to get an appointment, maybe you need to update clients on a new feature. Whatever the reason, it isn’t always easy to handle a huge amount of calls at once, but failure to do so could have a truly detrimental impact on your business. Read more
Call centre agents are increasingly becoming the first and only point of contact that customers are having with businesses. Therefore, it’s understandable that any negative call centre experiences can be enough for clients to choose not pursue business with you. Read more
On the 1st of July 2015 Ofcom introduced a significant change in the way consumers are charged for dialling service telephone numbers (that's any number beginning with 084, 087, 09 or 118). In order to make things clearer for callers, organisations are now required to state a totally new charging structure wherever they advertise such numbers. Before the 1st July, calls to service numbers tended to be advertised in a certain way: Read more
Back in 2007, two Yahoo! employees took a break from work to go travelling in South America with their savings. This trip was to spark discussions about a new mobile application based on status updates. Two years later, Jan Koum and Brian Acton founded WhatsApp, which has now evolved into the biggest mobile messaging app in the world. After an international beta trial, and an invite-only version of their new update, WhatsApp have now added VoIP calls into the mix for their 700 million monthly active users. Read more
One of the most common questions asked by customers of VoIP networks is "What level of CPS can your network handle?" CPS, or Calls Per Second is a term used widely in today's telecoms industry; you'll hear it in business meetings, presentations, sales pitches and in the conversations between technical network staff. But as it turns out, the number of calls per second is not actually the best indicator of network performance or call capacity. We got together with Simon Sharman, Technical Director at Nexbridge, to get the facts straight. Read more
In order to stay competitive in business, it is essential to have a choice of suppliers so that you are always able to source the best prices, and this is particularly true in the telecommunications industry where prices can fluctuate considerably between providers every month for landline and mobile calls. Therefore, having a choice of telecommunications providers can offer significant cost savings for any business, but it is having the power to choose which calls to send to each provider that is an extremely valuable commodity - that is where IDA can help. Read more
Voice over Internet Protocol, or VoIP, is the communication protocols that allow for the transmission of
voice communications over the internet. In contrast to telephone calls that are made over the Public
Switched Telephone Network, where a connection is made between two points so that a call can be made, VoIP works by converting speech into tiny packets of data so that it can be transmitted, and then
reassembled at the destination. Read more
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. Read more
