News & Views...
Keeping you up to date with industry news & events as they occur...Tuesday 31st January 2012Ofcom failing both the consumer and industry while mobile networks continue blatant NGN rip off
Why Ofcom has to act now on the pricing scandal which is non-geographic numbers Brian Hudson of Performance Telecom has had enough of the mobile networks’ greed and Ofcom’s paralysis. In this article he outlines his own solution to the rip-off which Ofcom does nothing about and which the mobile networks protect since it’s their cash cow. Blatant overcharging by mobile networks to call non-geographic numbers has been allowed to carry on for over a decade. Many millions of pounds have been spent by mobile networks fighting attempts from Ofcom to address this issue, leaving the market in a state of paralysis and the consumer confused, out of pocket and generally unable to decipher how much they will pay to call any given 08 or 09 number from any variety of communications providers and a plethora of call tariff’s. One of the key arguments mobile networks use to keep prices high is that they carry a significant debt risk in transiting 08 calls, a fact which was recently repeated to me and my industry colleagues by Dr Steven Miller of Ofcom. So I asked him a few questions: 1.How can a call to an 0800 number present a debt risk since it is free to connect that call to the host network? To read the full article click here For Further comment on this article contact us at media@performancetelecom.co.uk or on 0330 303 4100 To To
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Monday 21st November 2011Government look to promote home working
Trades Union Congress general secretary Brendan Barber last week stated: "Smarter working must be part of the modern economy. Many employees want greater access to flexible and high quality home working and employers should do more to provide it."
Mr Baker claimed that encouraging businesses to think flexibly and pay more attention to the location of their staff is the "smart thing" to do.
Jonathan Swan, research and policy manager at Working Families, recently said flexible working can help firms to attract the very best staff.
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Sunday 13th November 2011Home working can help to attract higher quality staff.
Jonathan Swan, research and policy manager at Working Families, explained there are numerous advantages to flexible working. Employees that can work hours suited to them, on a flexitime basis or from home, may prove to be more productive, as he noted they have an inclination to be happier and more devoted to their employers. "People are more likely to choose to work for an employer that offers flexible working than one that doesn't," stated Mr Swan.
He went on to propose that in addition to increased productivity, businesses that offer home working and other flexible options will also see better performance and more loyalty from their staff.
Tuesday 08th November 2011Customer Loyalty is top business priority.
With 66 percent of operators believing that consumers are less loyal today than they were two years ago, 70 percent of service providers refer to customer retention and loyalty as being the critical factor for powering growth, with a strategic marketing prioritisation shift from customer acquisition and market share to long-term customer engagement. As a result of market saturation and growing competition, 82 percent of service providers stated that customer loyalty programs will be “very important” or “important” throughout the next five years to their company’s strategy
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Friday 04th November 2011Performance Telecom is proud to be the chosen partner of Guthy - Renker UK
Performance Telecom will be managing a large range of direct marketing numbers with real time call statistics, providing much needed visibility and highlighting any potential issues immediately. With Guthy - Renker’s vast range of brands and products it is crucial to enable individualised call routing, with associated statistical feedback.
Through 2012 Performance Telecom have agreed to work with Guthy Renker UK on lifting further routing options into the cloud and exploring the provision of multi-channel services, including social media monitoring.
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Tuesday 25th October 2011Have you considered flexible working on-demand this Christmas?
Businesses across the globe are quick to fill their virtual contact centers with additional employees as Christmas and New Year draw near, and the virtual contact center promotes a wealth of benefits, focused on incredible flexibility and low to no capital cost.
By utilising a subscription as a service model, companies only pay for what they use, which means no more squandered investments in unnecessary equipment. Furthermore, virtual contact center technology equips companies with a vast selection of on-demand tools and features that are ready to use wherever and whenever you are. This also applies to remote/homeworkers, meaning the pool of potential contact center employees is increased and, as such a company can enjoy a greater level of customer service as a result.
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Tuesday 11th October 2011Performance Telecom announce the appointment of Adrian Teasdale as new Chief Technical Officer.
In 1993 Adrian launched Inovica, one of the first new media businesses in the UK. Inovica has grown into an award-winning Internet consultancy and developed many offshoot businesses, including encryption technology, an international tendering site, self-build eCommerce sites and an online brand and competitor monitoring service.
Adrian has a broad range of strategic and analytical skills specifically geared to technology focused, and generally internet-specific businesses. His main focus within Performance Telecom is the development and acceleration of our online projects and applications, and his technical knowledge & experience will be crucial to any future success.
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Friday 07th October 2011Introducing the new Multimedia Customer Satisfaction Survey.
We deliver your customer’s feedback to a 'live' contact centre wall board and a secure web page, where you can see your survey results and listen to (or read) word for word comments. Both are updated in real-time and available 24/7, 365 days a year!
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Thursday 06th October 2011The iPad Challenge...
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Wednesday 05th October 2011PT at the Call Centre & Customer Service Summit
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