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Softswitch Partition
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Why Use SMS to Reach Your Client Base?
Friday, December 12th, 2014 / Bulk SMS Delivery
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.
What Is IDA?
Wednesday, December 10th, 2014 / For Call Centres, Interconnect
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.
Cloud-Based Voice Services – The Technical Challenges.
Monday, December 1st, 2014 / 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.
Outbound Telecommunications – Maintaining a Reliable Network for Call Centres and Enterprise Customers
Friday, November 28th, 2014 / 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.
UK Call Centre Voice Networks – Resiliency and Call Quality are Paramount.
Wednesday, November 26th, 2014 / 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:
What is Outsourcing? What are the Benefits for the Sales and Customer Service Functions?
Monday, November 24th, 2014 / For Call Centres, Interconnect, Telecoms & Data
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.
TPS on the BBC – What Panorama Had to Say About UK Cold Calling
Wednesday, November 19th, 2014 / For Call Centres, TPS Compliant
On Monday 2nd July 2012, the BBC aired the Panorama programme - Call Centres Undercover. One of the main themes that this programme explored was the Telephone Preference Service, and whether or not they were achieving their goal of preventing unsolicited calls being made to individuals and businesses that had registered with the TPS service.
Five Ways Your Business Can Utilise a Bulk SMS Gateway
Sunday, November 16th, 2014 / Bulk SMS Delivery, For Call Centres
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.
As British Businesses Reaffirm Local Outsourcing, What Does the Future Hold for UK and Indian Call Centres?
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.
TPS, CPTS, FPS, MPS, BMPS: So Many Acronyms! Defined and Explained
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.
Why Nexbridge?
A management team with more than 80 years' collective experience in the ICT sector;
Focus on quality - in call termination, infrastructure and customer service;
High levels of redundancy and resilience;
Wholesale call termination rates;
Service hosted across geographically diverse UK locations.
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Further reading »
Fashion Merges with NYC Subcultures and SMS Marketing Campaigns: Alexander Wang, Adidas Originals, and Text to Buy
How to improve communication in your team
4 Tips to Calm Irate Customers
What's Going on with Robocalls?
Making sure your sales calls aren't going unheard
Call Centre Mistakes that Drive Customers Crazy
Charitable Corporate Sponsorship: What, Why, and How?
Preparing for the General Data Protection Regulation
Top Benefits of Virtual Call Centres
ePrivacy Rules Set to Change
How to create successful outbound call campaigns
How You Can Protect Yourself from Receiving Nuisance Calls
Geo-targeted SMS campaigns and how they work
How a Company Selling Nuisance-Call Blocking Services was Fined £40,000 for Making Nuisance Calls
How to Handle High Call Volume
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