Call Centre Telecommunications

Fundamentals of a high quality voice network

Given that many business operations would grind to a halt if their telecommunications services developed a significant fault, or failed altogether, the importance of a reliable and high quality voice network cannot be understated. Given this fact, below are some fundamental requirements of a high quality voice network, which should be considered before contracting with any supplier of telecommunications service.

Resiliency

The resiliency of a telecommunications network is what separates good telecommunications providers from excellent ones. The importance that your provider places on the resiliency of their network will dictate the impact that any network issue will have on your business. As long as your provider has sufficient measures in place for resiliency, then in most circumstances where there is a fault, you and your business should never even notice a problem with the voice network that carries your calls.

It is always good practice for any provider of a voice network to host their infrastructure in multiple, geographically dispersed data centres, in order to minimise the chances of a power cut or other localised event impacting on the network equipment hosted within the data centre. Furthermore, it is never a good idea to have all of the calls on the network to be routed over the same network, which is why it is always recommended to have established agreements in place with many Tier One carriers so that an issue with one of them doesn’t impact on the entire network.

Call Quality

As the old saying goes, ‘you get what you pay for’, and in the telecommunications industry, this saying almost always rings true. All reputable providers of voice networks will have established agreements in place with Tier One carriers so that they are able to, not only ensure your contact centre can make and receive calls, but that the call quality on these calls is solid. In the event that calls are routed through alternative, cheaper routes, this usually results in poor call quality, which should be avoided in order to ensure your call centre operation isn’t adversely impacted.

Calls Per Second

The amount of calls per second that a provider of a voice network can supply to a call centre has never been more important, especially with the recent growth in call centres using SIP based services. If you want to make a high number of calls per second, then it is imperative that any supplier is able to support the calls per second that your dialler requires in order to deliver calls to your agents.

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