With the continual and fast paced development of mobile communications we see today, businesses need to keep track of, and capitalise on the ways their customers communicate whilst on the move. But despite the huge growth in the use of instant messaging applications such as Whatsapp and Skype, using SMS is still thought to be one of the best ways to broadcast a written message to a large client base. 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
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
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. Read more
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. Read more
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. Read more
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. Read more
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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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: Read more
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. Read more
