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.
Geographically dispersed data centres
Although data centres are designed to be resilient by nature, with multiple points of connectivity and power, it is still possible for a data centre to be affected by a power or connectivity related issue, which in turn would be likely to cause issues for your call centre customers. In order to minimise the potential for this situation occurring, it is always a good idea to host network equipment in geographically dispersed data centres so that local issues are unable to affect both locations.
A key element of providing a robust network is being alerted to any issues / potential issues immediately so that a resolution can be implemented before the issue becomes service affecting.
Multiple connectivity options
Networks that route calls via SIP rely heavily on high speed reliable connectivity in order to ensure that calls can be delivered successfully. Due to this fact, it is critical that any network that routes their calls via SIP has multiple connectivity options to ensure that if one data link fails, there is sufficient bandwidth available in order to continue to deliver call traffic uninterrupted.
Regardless of the hardware that a network decides to use within their network, it is still a piece of technology that will eventually fail. Due to this fact, it is of critical importance that there is always redundant equipment that can be activated within the network in the event of a piece of hardware failing.