Telecoms advice
Breaking news, industry trends and expert advice for call centre professionals.
Thursday 30th June 2011 One excellent ip phone system
Performance Telecom's (PT) all new IP phone system, is the ideal choice for medium, large or dispersed organisations, interested in areas like ‘hot desking’ and home working.
Our innovative ip phone system scales up & down effortlessly and is available to companies nationwide. So, whether you're moving into new premises, or perhaps wishing to replace or enhance your existing system, the PT ip phone solution is the perfect fit and requires minimal or no capital cost.
When combining paper thin margins with formidable competition, the facility to differentiate available products & services from your competition is vital and, the flexibility of our virtual
call centre solutions, will make all the difference
Posted on June 30th 2011 on 09:26am
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Wednesday 16th March 2011 Accurate, Instant customer feedback
We all know how important it is to accurately measure &
monitor customer feedback, which is why Performance Telecoms ground-breaking new solution has been worth waiting for. Total visibility & complete control are afforded to the end-user, thanks to our intuitive 'real time' monitoring engine. In short;
customer satisfaction scores are delivered to a fully customisable wall board, updated every 3 seconds. Positive & negative trends, best performing agents and individual questions scores are instantly available for analysis, 24/7, 365 days a year.
Managed through a dedicated web-based application, we're able to ensure complete end-user control. System administrators receive live access to an innovative GUI (graphical user interface), with comprehensive reporting for individual products & numerous campaigns, available across multiple sites, both domestically & internationally.
We've also included an 'Intelligent Routing' option, which has the capacity to re-routes live calls based on pre-determined thresholds, helping to ensure a potentially problematic customer experience is managed by the appropriate department/agent immediately, thus helping to visibly increase customer retention & first call resolution.
Our auto (IVR)
customer satisfaction survey has been built from the ground up to deliver the best possible end-user experience, but if your customers aren't leaving any feedback, then you have nothing to measure!
Below are a few tips to help you maximise any potential cust' sat campaigns:
Hassle free feedback:
The easier it is, the more likely they are to do it.
Integrate eliciting feedback at every opportunity:
It's not rocket science; the more opportunities customers have to leave feedback, the more you'll get - so utilise every available channel.
Be honest & open with your customers:
One of the biggest inhibitors of leaving feedback is the idea that the customers opinion will have no effect on how you run your businesses; show them that it does.
Consider your customers culture:
Use the right words, methods and responses to ensure that you're communicating efficiently with your audience.
An
IVR survey from Performance Telecom are available at just a fraction of the cost of similar hardware based solutions and require no capital outlay. For more information or a free trial contact us on 0845 456 1500 or visit us at www.performancetelecom.co.uk
Posted on March 16th 2011 on 02:38pm
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Tuesday 10th August 2010 Managed Disaster Recovery SolutionsDisaster recovery gives us the processes, policies and procedures necessary to uphold technological infrastructures in the event of a human or nature induced disaster. Disaster recovery should be integral to any business continuity plan in order to ensure that your IT and telecoms systems can be maintained, or quickly returned in the event of a disaster. On a smaller scale, disaster recovery should be in place to handle those smaller incidents that can get in the way of business such as, upsurges in call traffic, line failure or busy tones.
The only thing better than being able to come back quickly after a disaster, is to be able to recognise the signs of a failure before it happens. Automated Telecoms has developed a whole new approach to Disaster Recovery (DR). Our
Early Warning System provides alerts to let you immediately know of any issues.
Dial in DR then enables you to dial in remotely and activate a choice of disaster recovery plans.
Our unique
business continuity solutions allows you to automatically update routing plans, based on a defined threshold. This means that you can pro-actively plan for a range of disaster recovery scenarios, such as busy tones, NU tones or upsurges in call traffic and pre-prepare a range of routing plans to automatically invoke. All we do is to send you a notification email and SMS to let you know that the disaster recovery plan has been activated and once the situation is back under control, the system automatically reverts to normal routing. Find out more at
Disaster Recovery Solutions.
Posted on August 10th 2010 on 04:00pm
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Wednesday 16th June 2010 Tele Web Application ChallengeThe importance of the internet and the vast connectivity and functionality that it provides to us in much of our daily activities can not be overestimated. Living in the computer age there is little that can not be done or found online, and if there is, you can be sure that someone out there is working to bring it online.
It is increasingly commonplace for business and industry to look for applications online that make their day to day activities faster, more efficient and more cost effective. Having been involved in the telecoms industry for many years, we understand the complexities that businesses have to deal with where telecoms are concerned, but we have also been in a position to see where online applications could be developed to solve problems, increase working efficiency and offer an alternative solution to those that are already out there.
We’ve been working hard on our automated payment gateway and automated order / booking lines, but where we really excel is delivering bespoke solutions. Here, we are issuing a challenge to any UK business out there that is looking to develop a telecoms solution that requires web integration. From CTI integration, to integrated voice applications, to complex and bespoke designs, please Contact Us to detail your requirement and we’re confident that we can deliver.
Posted on June 16th 2010 on 03:26pm
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Tuesday 01st June 2010 Virtual Call Centre Solutions
The development of call centres has very much been technology driven in recent years as companies try to figure out how to make the call centre set up more efficient and more cost effective for their business. Perhaps the major constraint on call centre reliant businesses is the cost associated with housing large groups of agents and the capital investment required to furnish a call centre building with everything that it needs to be functional.
Technology is now at a point where, the adoption of on-premises IP routing technology and an abundance of bandwidth within private networks, virtual call centres are fast becoming a top solution to the financial problem of running a call centre. Outsourcing and automation are significant factors in remaining competitive as a business and producing cost effective business results.
Automated Telecoms (AT) have spent the past two years working with Virgin Media Business to create a fully Hosted Contact Centre Solution. This negates the need for any premises-based equipment, with all your Inbound Call Routing plans, skill based routing and Call Recording hosted at network level. More than that, AT have developed a range of client-side extension applications, such as Virtual Wall Board and Agent Desktop, which provide a comprehensive end-to-end solution. Configured via the web it can be delivered rapidly into single sites, across multiple sites and even to home workers, all at just a fraction of the cost of traditional kit. Based on a Tier 1 network, with powerful call routing options, the solution can scale from just a handful of agents to meeting the needs of large multi-site call centres and home workers, with hundreds of agents. Contact Us now to find out more about our Virtual Call Centre Solutions.
Posted on June 01st 2010 on 10:08am
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