Call recording is a call management feature that allows both inbound and outbound telephone calls to be recorded, and stored on a server for retrieval at a later date. Call recording is of critical importance to all call centres as it represents the only real way of confirming what was said or agreed, and by whom during a telephone call. Furthermore, it is an essential for every contact centre to record calls as it is the only real way of monitoring and correcting the performance of call centre agents. In some business sectors, it is a legal or industry requirement that all calls are recorded. For the reasons outlined above, it is difficult to imagine a situation where a call centre wouldn't record their calls - the only real question is whether to use a premise or hosted solution. Read more
TPS is an abbreviation for the Telephone Preference Service, which is a free service that gives individuals the opportunity to register their wish not to receive unsolicited sales and marketing calls. It is unlawful under the Privacy and Electronic Communications (EC Directive) Regulations (PECR), for companies to make direct marketing calls to individuals that have registered with the Telephone Preference Service. These regulations are enforced by the Information Commissioner, who has the power impose sanctions on a contact centre for serious breaches of PECR. Read more
Upon starting a new business, it is often difficult to determine how people are going to get in touch with you. It is also hard to foresee what your potential new customers may want to discuss, or how many people will call you. Read more
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. Read more
Automatic Call Distribution can be summarised as a portfolio of call management features that work seamlessly to deliver inbound calls to the call centre agent that is best placed to deal with the call. When you consider the costs associated with the operation of a contact centre within a very competitive marketplace, it is of critical importance to maximise the efficiency of the contact centre. The summaries below provide an indication of the type of Automatic Call Distribution features are available in the marketplace today, along with the type of efficiency savings that contact centres can expect to make by using them. Read more
