Guest Blogger – Computertel

Posted February 6th, 2012 by admin

Our February guest blog comes from our call recording friends Computertel. Computertel supply cost-effective solutions for call recording, employee appraisal software, speech analytics, call handling and performance management solutions.

Yesterday, I got home to find that a bailiff had visited my home and left a seizure notice through my door for a person with the same surname but totally different forenames to that of my husband! He wasn’t expecting it and he shouldn’t have received it!

My bemused and perplexed husband then made a phone call to the bailiff, shown in the correspondence, and advised him that no person by the name on the notice lived at, or was associated with the address. The bailiff replied that “he had only visited the address given by the courts!”

Being a supportive wife, I of course did not find it highly amusing that the bailiff had gone into our back garden and cited our rather rustic wooden garden furniture to be seized, against a £ 3,000.00 debt! I smothered my giggles behind my wine glass quite well, I thought!

By this time, it was well after the courts had finished for the day, so after a quick Google ™ search couldn’t show us anything useful, my husband resigned himself to wait until the second the courts opened the following morning to “state his case”.

To sum up, your honour, the court advised that our address was not associated with the original paperwork issued. Allegedly, the information relayed to the bailiff was totally different from what the courts had issued, but for some obscure reason the bailiff decided to put the letter through our door and snoop at our furniture. The court also provided the contact details of the company who had brought the case in front of the court, so my irate husband then thought he’d share his frustrations with this company too, who was assertively asked to provide written confirmation that our address and my husband were in no way connected to this case and that there would be no seizure of our “highly valuable” garden furniture.

The point of my preamble today is that if someone had simply verified the information correctly before, then this problem would never have happened and I couldn’t be blogging you about it now.

The details were issued by phone, so if they had been able to record the phone call(s) to double check the instructions, life would now be simpler for up to 3 people who have now been involved in writing the wrongs of some mis-information.

Call recording is not only suitable for call centres, smaller organisations that do business over the phone, be it land line or mobile, could all benefit from being able to verify actual information to help them work more accurately, confidently and professionally.

So, next time you look at buying or upgrading your Telcare telephony equipment, why not ask your account manager to discuss call recording options too?

For any enquiries please feel free to contact us or go directly to Sarah Jane or Brendan at Computertel 01474 561111

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Cheap telephone systems maintenance in Kent

Posted February 6th, 2012 by admin

If you are looking for good telephone systems maintenance in Kent, we believe we have the expertise and systems to help.

The nature of maintenance and support

However technically sophisticated a business telephone system is and however well designed and built, you may occasionally suffer various forms of technical problem.

Of course, if you are purchasing quality solutions from manufacturers such as Siemens business telephone systems, you may expect an excellent level of performance and system availability.  Yet even so, technology is never 100% predictable and faults may arise.

So, given this reality, what can telephone systems maintenance do to help you protect your interests?

Prevention is better than cure

There is a range of periodic technical maintenance activities that may help reduce the likelihood of you encountering outages or performance related problems with your system.

These may range from hardware related activities, such as checking circuits and connectors, to software and systems administration issues including the checking and clearing of log files.

If undertaken under the auspices of a support contract, these services may prove to be a cost-effective way of reducing the risks of you ending up in the situation of having a systems failure on your hands.

Fast response

If, in spite of all efforts to avoid it, your system fails, then it may be a safe prediction that you will want it fixed quickly.

Having the availability of qualified engineers and support personnel, on-call, might be critically important if you are to avoid a minor inconvenience and annoyance turning into a potential business catastrophe.

This is sometimes called proactive support.

Having the commitment of a technical services provider who will be able to react to your needs within certain timescales is highly advisable especially in terms of managing your business risk.

This may be known as reactive support.

Getting the balance right

It may be important to have in place a balanced support agreement covering both proactive and reactive elements of what may be called systems maintenance and support.

Of course, this has only been a very brief discussion of the key principles. We will be more than happy to discuss further how we can help provide you with reliable and cost-effective telephone systems maintenance in Kent and the surrounding areas.

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The b2b2012 Maidstone

Posted January 31st, 2012 by admin

A huge thank you, if you were one of the many that visited our stand at the b2b2012 last Friday. It was wonderful to see so many people, no wonder I ended the day slightly hoarse! Along with the 60 exhibitors there were plenty of visitors, I’m not sure of the exact footfall but I do know that the event organisers ran out of show guides!

The addition of seminars to these events really does provide another incentive to attend. I was fortunate enough to attend the first seminar of the day which was given by entrepreneur Nigel Botterill. Nigel talked us through his journey to ‘super-success’ and gave us some tips to take away and implement immediately. It was certainly an insightful and entertaining hour.

I hope that you met some new contacts and found the show useful; there were plenty of opportunities to meet fellow professionals. If you had hoped to talk to us but didn’t get the chance, please feel free to contact us. Alternatively we will be exhibiting next at the South East Business Show on 18th May 2012 at the Copthorne Hotel Gatwick. This is always a successful event and so we hope to see you there.

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Frequently asked questions on business telecoms

Posted January 26th, 2012 by admin

Here are some of your questions on the subject of business telecoms and the small business.

How will I know what system is best suited for my business?

Unless you have experience in business telecoms requirements analysis, you may not be able to easily tell which options may be suitable for your particular business environment.

Some manufacturers and retailers may, perhaps understandably, make it appear as if it is simply a question of selecting any one of a number of solutions based largely on price.

In our experience, this is typically a mistake.  Your requirements need to be understood before making a decision and this is an area where we know we may be able to assist you.

Can I purchase a system cheaply?

Almost certainly, yes you can.

The question is though, is this the wisest course of action?

There is no doubt that tightening and managing the cost is a prime objective for many organisations. However, perhaps of greater importance is securing a business telephone systems solution that is fit for purpose and one that will protect your investment in the future by offering relatively straightforward upgrading and expansion possibilities.

These should perhaps be higher priority considerations than simply looking for the cheapest solution you can find.

Does having more functionality necessarily imply a higher cost?

Not necessarily.

There are a large number of factors that may influence the cost of your eventual solution including, for example, the quality of the telephone system you select in terms of fault tolerance and resilience etc.

It may be the case that a telephone system appears to be modestly priced and offering complex technical capabilities but if it is from an unknown manufacturer and is built to unknown quality standards, then it may be risky to go forward and select it.

Once again, this question relates to knowledge of the marketplace, the manufacturers and the technology.  It is potentially a complex mix and one that you may need help in finding a way through.

Will the new system be able to be grafted onto my existing core infrastructure?

That is a very difficult question to answer without knowing more about your existing technology.

If your existing backbone business telecoms technology is non-standard or so old as to be totally obsolete, it may be difficult to integrate a new system into your existing structures.

By contrast, modern technologies (assuming you have selected from an appropriate quality provider) typically may be easier to link together and to expand.

As a general rule of thumb, it may be an idea to try to keep your business telecoms infrastructures as homogeneous as possible as this eases future expansion and integration.  It is one reason for selecting total solutions from well-known manufacturers such as Siemens business telephone systems.

If you have any other questions relating to your business telecoms, please do not hesitate to get in touch – we will be only too happy to assist.

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Top tips for selecting an office telephone system

Posted January 16th, 2012 by admin

If you are looking for a new office telephone system, you may find the following points are worth keeping in mind:

  • in technology, as in other areas of life, there may be a tendency to get what you pay for – so it may be advisable to be extremely cautious about very low-cost business telephony solutions coming from unknown manufacturers or technology providers;
  • purchasing a system and then hoping that it subsequently meets your requirements is typically a highly risky approach and may lead to severe disappointment. Instead, perform a detailed requirements analysis  - and with expert assistance (we would be happy to offer our services to help you with this);
  • plan for tomorrow – your business telephone needs and requirements today may not be the same as they will be in the immediate future, therefore, try to select solutions that are likely to be as future proof as they can be and which will be capable of changing and growing as your business changes and grows;
  • think about the broader picture – business telephone systems are no longer simply about telephoning people in the outside world. They may need to integrate with other technical systems and perhaps provide the backbone administrative support functions to your business itself;
  • avoid opting for DIY installation solutions – an office telephone system may need to have its implementation carefully planned and managed if you are to avoid a sub-optimal configuration  - as well as potentially being in conflict with health and safety legislation too;
  • look for continuity – once you have installed your telephones system it may be advisable to have regular support and maintenance activities carried out on it, as this may reduce the chances of problems arising. Finding a solutions provider such as ourselves who are able to support the system after installation and on an ongoing basis, may be extremely important;
  • select an office telephone system solution from a tried and tested manufacturer such as Siemens business telephone systems – companies such as this, with a major global track record in the delivery of quality solutions, may overall reduce your risks by a considerable degree.

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Ladies Who Latte re-launch

Posted January 16th, 2012 by admin

Our Ladies Who Latte networking group re-launched this week at the Medway Innovation Centre. I was keen to visit the Innovation Centre as I had not previously been given the opportunity.

The car park was full, a clear indication that once again organiser Emma Thorpe had been hard at work enlisting the business ladies of Kent. The morning started at 9am with an added bonus from the Ruby Marketers, who provided a social media workshop in the large meeting room. The main event was held in the cafe area from 10am to 12 noon. Although I know it was well past 12,30pm when I left. The turn out was tremendous, even Councillor Chitty commented on the remarkable support, in her welcome speech. The room really was buzzing, introductions were being made, phone numbers were exchanged and business foundations were being laid. A successful event for sure and just the beginning of many.

I certainly wasn’t disappointed by the venue, it really is easily accessible and has a pleasant, modern interior with full facilities. A venue that means business I would say.

The next event will be on Thursday 9th February 2012, please do come along and join in, you really will be welcome.

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Happy New Year

Posted January 9th, 2012 by admin

The team at Telcare would like to wish you a prosperous new year.

2011 was a great year for Telcare, for which we are extremely grateful and we now step into 2012 ready and willing for another adventure.

This year marks Telcare’s 15th anniversary so we are determined to make it a year to remember.  You may recall that Telcare were originally located in Dartford, and therefore have been keen supporters of Dartford Football Club for some time.  We kicked off our year by being match day sponsors of the Darts first game on Jan 2nd.  Dartford’s opponents were Welling Utd who gave us a run for our money, making us wait until the second half for a goal. Dartford’s Danny Harris provided a cracker in the 59th minute taking Dartford to victory.  Telcare got to choose the man of the match, which we awarded to Matt Jones who in our opinion, demonstrated some fantastic defending throughout the 90 minutes.  Our match day mascots were Henry and Jasper Nobes, who did a wonderful job carrying out their duties despite the fact that it was a rather chilly day!

Telcare’s David Settle presenting Matt Jones with Man of the Match Award, Henry and Jasper Nobes, Mascots.

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Small business phone system considerations

Posted January 9th, 2012 by admin

If you are choosing a new small business phone system, you may be wondering what would be the most suitable for your particular environment.

Certain things are common

In the case of a small business phone system, prior to purchase it is typically a good idea to have a fairly solid understanding of the way your business currently operates and the way that it may do so in future.

Of course, some businesses and operations may have certain factors in common even though their core business activities are in fact widely diverse.

Take, for example, a school or college, a care home for the elderly or a veterinary practice. At first glance, these may appear to have relatively little in common with each other, however, in terms of selecting a business telephone system solution, there may be certain principles that apply to all of them:

• resilience – no business telephone system is likely to be of any use to any organisation if it isn’t working. Therefore, having a system that is reliable and built to a high quality may be extremely important;

• expansion capabilities – systems need to be able to flex and expand in line with the changing nature of your business, irrespective of its nature;

• compliance with standards – today, businesses need to be capable of seamless interaction with other organisations around them. The extent to which your telephony system is built to international standards may play an important part in helping to make that happen;

• cost-effectiveness – paying for state-of-the-art capabilities that you do not need or for flagship solutions to pragmatic needs, may be something best avoided.

These are all generic requirements that may apply to the vast majority of businesses seeking a new telephone system solution.

The specifics

Inevitably, there may be certain characteristics of your industry sector – or even your specific individual operation – that need to be understood if an appropriate solution is to be identified.

This is where a professional analysis of requirements may be advisable – an area where we have considerable expertise.

For example, perhaps you have two or three offices in different geographic locations and wish to link them together. Today, a small business phone system may be able to do that for you, providing that requirement is identified at the outset! So, whatever your needs, please get in touch and we will be happy to discuss with you what we believe are cost-effective business telephone solutions.

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Business phone systems – frequently asked questions

Posted December 25th, 2011 by admin

Here are some frequently asked questions relating to business phone systems that we come across from time to time.

How expensive are new business phone systems?

This question is also sometimes expressed as: is it possible to find cheap telephone systems?

The answer is that a great deal may depend upon the size of your operation and what type of system you require in order to support the development of your activities.

Entry-level systems can be as simple as just two handsets and are available at attractive prices, even when sourced from internationally renowned suppliers such as Siemens business telephone systems.

Trying to ascertain your requirements and conduct your search for systems, based exclusively upon the hunt for cheap solutions, may be risky.

What is cheap for one person may not prove to be cheap for you if it is subsequently unable to prove itself suitable for your needs. It may also be the case that extremely low-cost systems from unproven suppliers, may have quality and standardisation issues.

We will always be pleased to explain a little more about some of the issues here.

Can I integrate my business telecoms systems with other technology?

The answer to this is, typically, yes.

However, there is a caveat or two.

The integration of conventional phone systems with things such as video is now relatively established but we cannot give an unconditional guarantee that any system you have will connect to any other system, unless we have an understanding of the specific nature of the systems concerned.

It is also worth bearing in mind, when talking about the integration of business phone systems, that not all systems have necessarily been built to international standards and protocols. Some may prove to be rather more difficult to integrate than others.

As mentioned above, this is another reason why we favour solutions from business telephony providers such as Siemens.

To save money, can I install my own system?

The answer to this is typically yes, however, whether it is necessarily advisable is a different matter.

If you have selected a small entry-level system, connectivity and installation may appear to be straightforward but with slightly larger systems, it may be far more complicated.

Even in the case of the smaller systems, it is imperative that the design and installation is conducted in accordance with professional standards – and there may also be regulatory compliance issues that need to be taken into account.

As a general principle, it may be advisable in the first instance to consider business phone systems installation as a job for qualified professionals such as ourselves.

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Looking for telephone systems maintenance in Kent?

Posted December 12th, 2011 by admin

If you are looking for telephone systems maintenance in Kent and the immediate surrounding area, then we can help!

Of course, when speaking of telephone systems maintenance in Kent, the term may cover a wide variety of services.

Maintenance

Strictly speaking, maintenance suggests regular care and attention. Business telephone systems may be as much in need of that as is a motor vehicle.

There is a wide range of jobs that should periodically be undertaken on even the simplest of business telephone systems, all of which are designed to keep your system operating to the optimum level. If these are undertaken both regularly and professionally, then you may reduce the likelihood of problems arising on your system with all the subsequent impact that may entail to your operations.

The nature of these tasks may vary depending upon the age and type of your system. They may involve things such as checking problem log files and volumes and performing various forms of circuit testing to check for things such as loose connections etc.

In tough economic conditions, there is always the temptation to economise on this sort of activity in the same way as some people may economise on servicing and maintenance of their car.

Attractive as the possibility may appear, it may be worth weighing it up carefully against the direct and indirect costs that your business may incur if you are without your telephone system due to a failure that could have been prevented with appropriate maintenance.

Emergency problem resolution

When speaking of telephone systems maintenance in Kent (or anywhere else for that matter!), it is worth keeping in mind that however well maintained your system is, a problem or system failure is always a possibility.

In those situations, the difference between something being a minor inconvenience and a major catastrophe may simply be the extent to which you have problem resolution support available to you.

If you have a relationship with a service provider, you may be able to put in place what is called a Service Level Agreement (SLA), which will clarify for you, how to call upon emergency assistance and what your chosen provider will be able to do for you under what circumstances.

For example, if one of your peak business periods happens to be the weekend, then finding that your technical support is only available Monday to Friday, may come as something of a shock if your system fails on a Saturday.

By contrast, Monday-Friday support may be perfectly adequate for business phone systems for schools.

Having an agreement in place with a company that is able to supply this particular type of telephone systems maintenance in Kent (including emergency problem response) may be highly advisable. We can offer tailor made SLA’s to match your needs and your budget and will be more than happy to discuss this principle further with you, so please get in touch!

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