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UK call centres

Cloud-Based Voice Services – The Technical Challenges.

/ For Call Centres, Interconnect, Telecoms & Data

Voice over Internet Protocol, or VoIP, is the communication protocols that allow for the transmission of voice communications over the internet. In contrast to telephone calls that are made over the Public Switched Telephone Network, where a connection is made between two points so that a call can be made, VoIP works by converting speech into tiny packets of data so that it can be transmitted, and then reassembled at the destination.
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Outbound Telecommunications – Maintaining a Reliable Network for Call Centres and Enterprise Customers

/ For Call Centres, Interconnect, Telecoms & Data

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.
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UK Call Centre Voice Networks – Resiliency and Call Quality are Paramount.

/ For Call Centres, Interconnect, Telecoms & Data

The ability to make and receive telephone calls is something that many of us take for granted, however, good practice should dictate that every contact centre carries out a full and thorough investigation into the resiliency of their telecoms provider to ensure that if a problem occurs, the ability of the call centre to continue operating isn't significantly compromised. Even if your ability to make and receive telephone calls isn't impacted, the degradation of call quality could have an equal impact on the operation of the call centre as a total telecoms outage. For the reasons specified above, it is of critical importance that questions about redundancy and resiliency are asked of your telecoms provider, and questions about the overall resiliency of your call centre are asked. Below are some examples of the types of questions that you need ask of your telecoms suppliers, and the types of action you should take to ensure resiliency:
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As British Businesses Reaffirm Local Outsourcing, What Does the Future Hold for UK and Indian Call Centres?

/ For Call Centres, Interconnect, Telecoms & Data

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.
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Predictive Diallers – They’re Only as Good as Your Data

/ For Call Centres

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.
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What Is A Virtual Call Centre?

/ For Call Centres, Telecoms & Data

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:
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