A dialler will call a list of telephone numbers that have been uploaded to it and then connect the call to a person that works within the call centre, typically referred to as an agent. A predictive dialler takes this concept a step further by using complex algorithms that are designed to reduce the amount of time that an agent will spend waiting for the next call, whilst reducing the chances of a call being made to somebody and there being no agent to speak with them. 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
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
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
The ICO (Information Commissioner's Office) is an independent authority that has been set up to uphold information rights in the public interest, promote openness by public bodies and data privacy for individuals. Read more
The TPS/CTPS are free services that individuals or businesses can join to stop unsolicited calls. However, customers on the TPS/CTPS can be called if you have prior consent to do so. TPS is an acronym for Telephone Preference Service, which is regulated by the ICO (Information Commissioner's Office) and relates to (PERC) the Privacy Electronic Communications Regulations. In May 2011 the information commissioner was granted significantly extended, and enhanced powers enabling much swifter fines to be issued and greatly increased value (up to £500,000). Read more
Telecommunications is perhaps the most important service that is provided within any business, as it will almost certainly causes the most disruption when an issues manifests, or in the event of a full blown telecommunications outage. In the event of a full service outage, not only are your workforce unable to make outbound telephone calls, which will impact on your ability to sell your services, but your customers are also unable to get in contact with you. Given these facts, the importance of resiliency and redundancy of any IP telecoms network warrants careful consideration to ensure you are not put in a situation where your business grinds to a holt due to telephony issues. Here are some things to consider questioning of your existing provider, or any new IP based provider. Read more
The quality of the data used by a call centre is of fundamental importance in all campaigns that are undertaken. If the data used is of a high standard, then it is much likelier that the campaign will be a resounding success on the basis that you would expect a higher contact rate on higher quality, and typically newer data. Conversely, if the data is of a poor standard, then the call centre will have the odds stacked against them in trying to achieve any targets for the campaigns they are involved in as there are likely to be telephone numbers and contact details that are incorrect on poor quality, and typically much older data. When high, and poor quality data are compared on this basis, it would appear foolhardy to use poor data in any campaign, but the reality is that high quality data can be extremely expensive. Read more