How Call Centres are making use of VoIP

The number of businesses who use VoIP systems has increased rapidly over recent years. Due to the very nature of what they do call centres can particularly benefit from VoIP because of the cost savings on offer. This article looks into how VoIP usage has increased and why call centres, in particular, are opting for VoIP.

In most cases the aims of a business comes down to two things; offering the best service possible to their customers while making the biggest profit they can. An important part of making a profit is not over spending and saving money wherever possible. For call centres saving money on calls can make a big different to their profit margins.

What are Call Centres?

A call centre is essentially a centralised office used for making and receiving calls. Amongst other things companies use call centres for marketing calls, contacting customers, sales and receiving calls from customers and potential customers. The main overheads are rent, wages/salaries, utility bills and, of course, the cost of calls. While paying the bills and paying staff, like any other business, cannot be avoided, money can be saved on calls. VoIP has made these potential savings more significant.

VoIP and Cost Savings

In many instances cost savings has been the primary reason for both people and businesses using VoIP services. Individuals have made use of this technology by making personal calls over a VoIP platform, with Skype being the best know example. International call and video calls via such a platform have become extremely common. These are significantly cheaper with VoIP than with a traditional phone system and can even be free.

Businesses have also been making use of these cost savings, but by using very different services. The free services individuals use to call relatives abroad, for example, are cheap but quality can be an issue (although it has improved). While this may not be a major issue when making personal calls it is not acceptable for a business. Businesses will generally use more advanced, integrated business VoIP systems. They are more expensive but still offer cost savings compared to traditional phone systems. Due to the cost savings and improving quality the number of businesses using VoIP as their main business phone system is continually increasing.

Call Centres & VoIP

Call centres have been able to make particularly good use of VoIP services. Due to the sheer number of calls that go through a call centre, any cost savings in this area make a huge difference to their overheads and, therefore, to their profits.

VoIP has been used by call centres in one form or another for some time. In the past there were certain criticisms for this due to quality issues. A good internet connection is required, which in the past wasn’t always something that could be relied upon. Any internet inference leads to call interference, which was deemed unacceptable by many, leading to criticisms of call centres. This limited the numbers wishing to adopt VoIP; while they could save money the services they were offering was being negatively impacted.

As quality has improved this has become less of a factor. Call centres can still save money but it doesn’t have to lead to a lesser service. As a result more and more call centres are using VoIP with this trend likely to continue in the future. It is no longer seen as a risk and call centres can be confident it will help them deliver a good quality service.

Andrew Marshall ©

Humorous Excuses For Not Paying a TV Licence

The BBC has reported that 400,000 people were caught watching television without a TV licence in 2012. The reasons given for them not being paid include genuine errors, but also some humorous excuses.

There are a number of reasons for genuine errors that lead people to believe they don’t have to pay for a TV licence when, in fact, they do. Students who are living in halls of residence are one such example. They may believe that having a TV licence in an entire hall or flat is all that is required, whereas in reality they require one for each apartment. Each apartment/room has their own lock and they are numbered as separate flats, meaning they count as one flat and require a television licence each.

When a TV licence is and isn’t required can be another area of confusion. For example, people can or cannot watch different types of television through the BBC iPlayer without paying the licence fee. If live TV is viewed through the BBC iPlayer then a TV licence is required by law. If it is only used for on-demand television, however, then a TV licence is not required meaning people can watch programmes that were viewed the previous day, for example, without paying the licence fee.

The fees gathered from people paying a TV licence fee go towards funding the BBC and has to be paid by all television viewers even if they don’t watch any BBC channels. Bizarrely, those who only watch satellite TV have to pay a licence fee while those who watch on-demand programmes on the BBC iPlayer don’t have to pay.

As mentioned earlier in this article, there have been some humorous excuses used by some caught not paying their licence fee. Some of these are below:

Someone claimed that their dog is related to the Queen’s Corgi’s so they didn’t think they had to pay. Not sure this would make a difference even if they were related to the Queen’s Corgi’s… or even the Queen herself.

Another queried why they would have to pay for a TV licence for a TV they stole as no-one knew they had it. Two points here; firstly, you are not paying for a licence for a particular TV but to watch television, and secondly, confessing to the offense of not paying the licence fee is probably preferable to admitting to the crime of theft as well.

Somebody said their three year old son should pay as he is the only one who watches the television. I’m not sure a three year olds allowance would stretch that far and even if it did whether he could be expected to be aware of this particular law.

Losing weight was another excuse, with one guilty partly claiming that they had had to spend all their money on new clothes. Not wishing to pay for a full year because they might die in six months’ time and only paying for a black and white TV licence because they don’t watch much TV were two other attempts at excuses that were never likely to work.

There is constant debate regarding the TV licence. Some don’t believe they should be “funding the BBC”, as they see it, especially if they don’t watch their channels. Others believe it is worth the cost for the lack of adverts and the quality programming, such as documentaries, other broadcasters cannot afford to make.

Written by Lester Aldridge ©

The Importance of Branding

Getting the branding of a business right is crucial. Creating a positive reputation in the eyes of the public can play a large part in the growth of a business while a negative reputation can be extremely damaging.

The reputation a business gains may be based on a variety of factors. A major one, of course, is the work that a business has done and whether this is to their customer’s satisfaction. A positive reputation partly comes from pleasing customers and offering value for money. If a business is constantly upsetting customers their reputation will suffer. A reputation can, though, also be gained through the right marketing and branding; presenting a brand in a positive light.

Means of Enhancing a Brand

There are a number of avenues that can be utilised to get a company’s brand into the public consciousness. Having a memorable logo is one of these. Many brands become known due to their logo, or at least partly due to it. It can help a company to become better known and stand-out. It is usually part of a more holistic marketing approach, but an important part, and something that many businesses use to become more recognised. Advertising also plays an important role in branding; after all if people aren’t aware of a company they cannot purchase their products or services. How a business presents themselves in their advertising - whether it is through television adverts, online marketing, or other forms of advertising – will influence their reputation. It can help them appear modern, exciting or trustworthy. One of the other tools businesses use for branding is their website, something that is gaining in importance. Websites have become a great means of organisations being able to inform customers and potential customers and influence their reputation. It can be used to accentuate their positives. There are now social media platforms, such as Twitter and Facebook, which can also be used to enhance a brand.

Impact of Branding

Good branding can play a large part in gaining the trust of the general public. It can be used to inform what a company does, how they do it and what they do well; how customers can benefit from using them. The right branding can be utilised to not only make the public aware of a business but to give them a positive reputation. Poor branding, on the other hand, can be disastrous. A negative reputation will have a major impact on the amount of business that is generated. A reputation can play on the subconscious mind of the public. As soon as a brand is mentioned many will have an instinctive picture in their mind based on their reputation and their branding.

The most successful brands are able to position themselves in a positive light to the public, or at least in the mind of those they see as their target audience. Therefore, deciding on branding is not a task that should be taken lightly. It is important to get it right and a small mistake can have troubling consequences for their reputation.

Andrew Marshall ©

Impact of Legal Aid Changes

There has been a lot of talk across the UK legal sector recently about the legal aid changes that have now come into force. As part of their cost saving strategy, the government is aiming to significantly reduce the amount spent on legal aid each year. Their target is to reduce the previous figure of around £2.2 billion a year by £350 million.

The government’s stated aim is to safeguard legal aid for those who really need it by ensuring there isn’t wastage elsewhere. They have therefore made reforms to the Legal Aid, Sentencing and Punishment of Offenders Act (LASPO).

There will be a number of areas of law that will be hit the most, namely family law, employment law, clinical negligence law and immigration law. Those going through divorce or separation are no longer able to claim legal aid in most cases. This includes separations that impact children, something that has been highly criticised. Those taking legal action against a former employer, for example those claiming unfair dismissal, will also be impacted. An area of law which is often referred to when discussing wastage is negligence and these changes will make it more difficult for many to gain compensation in situations of clinical negligence. Another area where there will be an impact is immigration where a person is not detained.

There will be some areas where legal aid will still be available within family law and immigration law. Some involved in family law cases where domestic violence can be proven, child abduction has occurred or someone has been forced into marriage will still be entitled to legal aid. It will also still be available in asylum cases.

There are fears amongst many in the legal sector that these cuts could have a major negative impact on certain areas of law. According to the Guardian, research has suggested that 25 percent of lawyers and advisors fear the knock-on effect will lose them their jobs. Another concern is that many will be unable to afford good legal advice and will take the law into their own hands as a result; that more people will attempt to represent themselves.

A general consensus is that vulnerable people will suffer, with some claiming it is an attack on the poor. While wealthier members of society will always be able to afford legal representation, some cannot, and this could mean that those without the necessary funds will not be able to carry out justifiable legal action in certain circumstances. For example, those impacted by medical negligence might not be able to begin proceedings for compensation which they may be fully entitled to. There has clearly been wastage in this sector, and it is right that this is looked at, but the danger is that it will lead to people not getting the compensation they are entitled to. These changes could lead to people remaining in unhappy marriages, and children remaining in unhappy households, as divorce becomes unaffordable to some. There are suggestions that there will be instances where one party in a separation will be able to afford legal representation while the other will not be able to, meaning the wealthier party is more likely to come out of a divorce better placed.

There certainly is the opportunity to save costs within the legal sector, but is ending legal aid in certain legal sectors really the best way of saving money? When looking to save on costs it is difficult to get the balance right. The reality is that money can be saved in legal aid and there are circumstances where legal aid isn’t required. Rather than targeting whole areas of legislation, though, would it not make more sense to reduce the amount people are entitled to or the number of people who qualify? For example, the threshold of those who can receive financial assistance could be changed. It is important to support those who need it, while not using tax payer’s money unnecessarily. If the government is attempting to safeguard legal aid for those who really need it, why are they taking its availability completely away from certain sectors?   

Andrew Marshall ©

Home Improvement Trends

The housing market is slow at the moment, making it difficult for some to sell their home, or at least at a price that they would be willing to sell at. Partly due to this, there has been an increasing trend in the numbers making home improvements instead. Rather than moving to an “improved home”, they are improving the one that they already live in. So, what are some of the current home improvement trends?

More people appear to be keen on adding character to their home. In recent years having a home that appears to have “more character” is something that has been deemed more attractive. There are many things that can be done to achieve this, with changes to doors and windows amongst the most popular. Some are brightening doorways to make them more attractive, while adding shutters to windows is a popular addition. These, along with many other alterations, are small changes that can make a big difference to the appearance of a home. Other examples that are fashionable at the moment are changes to lighting fixtures, decorations and doing something different with house numbers.

Outdoor living space is something that is often talked about with regards to home improvement. This isn’t just in reference to doing the garden up though, but creating (or improving) the outdoor living space; that is to say outdoor seating areas and outdoor eating areas so the living room and the dining room can be brought outside during the summer. People like to live a more Mediterranean lifestyle. Despite the rainy summers we’ve had in Britain of late, we enjoy living a more outdoor lifestyle when we can these days. Having somewhere to entertain, or simply relax, is something more of us want.

Colour-wise, white is particularly popular right now. This neutral colour is often preferred, whether it is white walls or white fixtures. White kitchens are a particularly good example of this. The popularity of white is not reflected in soft furnishings, though. Here, colourful furnishing, often with stripes and patterns, are seen as more trendy.

A trend that can be particularly put down to the current housing market is extending the size of a home, with loft extensions common right now. In many cases moving to a larger home may not be realistic, but increasing the size of their current home is possible for some. It is a big job, and not inexpensive, but it is almost guaranteed to increase the value of a home. Typically an extra bedroom and bathroom, or an en-suite bedroom, can be added to a home, turning a three bedroom house into a four bedroom house, for example.

Modern kitchens can add significant value to a home, and be significantly more pleasant to use. There has, therefore, been a rise in the number of people modernising their kitchens. While some are making small changes, others are having theirs completely remodelled. Island units and bold splashbacks are two things that are fashionable at the moment.

Andrew Marshall ©

Security Challenges and Benefits of Cloud Computing

Is security in the cloud a challenge or a benefit? The accurate answer is both; there can be both disadvantages and advantages. Security within cloud computing is something that seems to be discussed constantly with some believing data can be more secure if hosted within a cloud environment and others having their doubts. Let’s take a look at some security factors and look at both the negative and positive arguments.

Security Challenges

When storing data in the cloud it is hosted across multiple servers and not knowing the exact location of their data is a concern to many. It is something that is confusing to some and therefore worries them. This concern is, though, partly borne out of a lack of understanding. It is not as though data is floating around the clouds with anyone able to lay their hands on it. Where hosted on one, single dedicated server organisations know where their data is. They can therefore put certain protections in place, something which they aren’t able to do when it is stored in a virtualised environment as it is in the cloud.

Data stored in the cloud is typically stored in a shared environment. Within any shared hosting the risk of others accessing your data is greater than when stored on a dedicated server. Where full encryption is not in place this is a particular concern. There is also a security risk when accessing services over the internet, as is the case with cloud computing.

Cloud hosting is very different to hosting data yourself. This can be a concern as data is being handed to someone else. It is therefore important to use a reputable provider where data should be in safe hands.

Privacy is something that can potentially be compromised. Anyone with the right permissions can log in from any location. If strong usernames and passwords are not used and there isn’t other authentication then there is the possibility of access being gained by unauthorised persons.

Security Benefits

As already mentioned, data being stored on multiple server can be worrying, but there are security benefits of this. If a server encounters problems then these can be counteracted by another server being able to take the load. In some instances an entire data centre could be offline without disruption. Where data is stored on one dedicated server and it goes offline, then data cannot be accessed until the issue has been resolved. When stored in the cloud and a data centre is impacted by a fire, for example, then data could still be accessed.

Storing data locally, for example on an individual laptop, has potential security issues that cloud computing can prevent. If the device is lost or stolen then everything is lost. If this data was instead stored in the cloud then it can still be accessed via another device.

Being able to gain access from anywhere is something else that can be a security benefit of cloud computing. If you urgently need to gain access then it doesn’t matter which location you are in – as long as you have an internet enabled device with an internet connection.

As can be seen in the points covered in this article, security can be both a challenge and a benefit of cloud computing. Overall, security is improving, and most of the potential problems can be protected against if the right security measures are put in place.

Andrew Marshall ©

Problems that can be Solved with Managed Hosting

A managed hosting solution is where hardware is leased to a client and the hosting service is managed by the hosting provider. This can include a wide range of management services, which vary from provider to provider. Services range from basic managed hosting to fully managed hosting, as more advanced offerings are sometimes referred to. Here we look at some examples of what can be included in a managed hosting package and some of the possible problems managed hosting can protect against.

Server Monitoring

One of the services that can be included within a managed hosting solution is server monitoring. Here, servers are scanned in an attempt to spot any possible failures. This means that any problems, and certainly major problems, can be protected against before they occur. This is preferable to a server failure that then has to be resolved while data can’t be accessed in the meantime.

Security

Security is always crucial and this is generally more robust with managed hosting. The hosting provider is responsible for insuring that your data is secure and will therefore put a number of security measures in place. These typically include firewalls and virus scanning.

Data Backup

The reason you may use a hosting company for data storage is that you want that data to be secure. If losing it will be catastrophic then opting for a managed hosting service is a good idea, partly due to the security reasons already mentioned. Another reason is that of data backup. With a managed hosting service, backup should be provided meaning, put simply, if you lose data there will be another copy.

Server Configuration and Maintenance

With a managed hosting solution, indeed with any dedicated hosting solution, a server is dedicated to a single client. It can, therefore, be configured to a client’s specific requirements, meaning it is better placed to meet the individual challenges you may face. This gives it an advantage over shared hosting, where there will be more of a generic configuration that can work for a variety of the hosting providers clients. As well as server configuration, the server will also be maintained. Just like a car that is regularly serviced, this means it will be more likely to run smoothly in the long term.

Support

Some would describe support as the key benefit of managed hosting. Support is available if any issues arise. If you have any problems or concerns you should be able to easily contact your provider. This may be via a control panel, email, an instant messaging service, or even via telephone. They should be able to offer you the assistance you need. This ultimately means that where you have any problems there should be experts on hand who can resolve them. Where any issues are urgent, this support should be immediately available as it is usually available on a 24/7 basis.

There are many benefits to managed hosting. The very nature of hosting, and the technology behind it, means that there is the possibility of problems arising. In many cases, though, these are less likely to occur, and more likely to be resolved where they do, under a managed hosting solution.

Andrew Marshall ©