News
Job vacancy: IT Helpdesk Support Team Leader
Are you an experienced IT Helpdesk professional with leadership abilities? Looking for a role with defined career progression and prospects? We're looking for an IT Helpdesk Support Team leader to join and help grow and develop our friendly support team.
Interested? Click here for more details and how to apply.
Five Myths about VoIP
What do you know about VoIP? VoIP stands for Voice over IP, or a method of sending voice communications over the internet rather than the ‘traditional’ (PSTN) telephone network. Over the next few months we’ll be running a series of short articles introducing VoIP telephony –starting with a bit of mythbusting.
1) Myth: Very few people use VoIP for telephony
Fact: Much of the backbone of general telecoms is run over VoIP these days. VoIP services such as Skype have become hugely popular. In fact, lots of people use VoIP without realising that’s what it is!
2) Myth: The person you are talking to needs to be using VoIP as well
Fact: Media gateways, also commonly referred to as VoIP gateways, are devices which bridge PSTN telephone networks and equipment to VoIP telephone networks and vice versa. So the person you are talking to does not need to be using VoIP as well – provided you use a VoIP service such as dmClub's that includes a VoIP gateway.
3) Myth: You can't use 'normal' PSTN lines and VoIP at the same time
Fact: With the right service, you can combine VoIP and PSTN and even use both simultaneously – meaning there’s no need to install a whole new system to take advantage of the cost savings of VoIP!
4) Myth: VoIP call quality is never as good as PSTN
Fact: VoIP call quality can be compromised factors such as a highly compressed codec (the way the sound is packaged for transmission), a poor internet connection or a low quality microphone. But with the right equipment VoIP can be the same or better quality as PSTN: for example dmClub uses the same codec to transmit VoIP as PSTN calls, meaning you don’t need to compromise on quality.
5) Myth: You are tied to a computer if you’re using VoIP
Fact: There are lots of ways of making VoIP calls. You can use a dedicated VoIP handset, a DECT/VoIP hybrid, an analogue telephone adaptor (ATA – a device that adapts a ‘regular’ PSTN handset for VoIP) or a ‘softphone’ program that runs on your PC along with a headset. You certainly don’t have to be tied to the computer unless that suits your needs!
Want to know more about VoIP? Look out for our jargon-busting articles over the next few months.
Taking a break this Christmas? Don't make a turkey of your voicemail
Up to 70% of customers can be put off pursuing a business enquiry by poor voicemail, according to research conducted for dmClub Towers. With the holiday break coming up, don't be the business that loses out: spruce up your holiday voicemail now with our top 3 tips for fresh festive greetings.
- It's only human: No-one likes talking into a machine. 40% of our respondees said they move on to the next enquiry if they get through to voicemail. To retain the human touch even if you're away, consider using dmAnswers to make sure your customers are greeted by a human being.
- Keep it real: 90% of our respondees said they're less likely to leave a message if they get through to an automated voicemail. So don't forget to record your voice greeting – and keep it fresh! Be friendly and upbeat; be exact about when you'll be able to respond; give dates for when you're away; and for a super-fresh approach, record a new message every morning.
- Don't let it slip: All our respondees said they think less of a company that takes forever to call back. Check your messages, set yourself a target response time and aim to meet that consistently.
Fresh voicemail can be tricky when you're in holiday mode, but could be the difference between a missed opportunity and a new customer.
To find out more about how to record your voicemail message on dmVoice, click here.
Job vacancy: Customer Support Officer
We're looking for a gifted and detail-oriented Customer Support Officer to join our team of friendly Support Experts. The right candidate will be working in a friendly team with lots of opportunities to learn and the scope to progress to Product Consultant.
Interested? Click here for more information.
Telephone Preference Service: a bluffer's guide
Looking at telemarketing, but unsure about the red tape? Have no fear: our handy bluffer’s guide to staying on the right side of the regulators will see you through – and could save you time and money too.
What’s the deal? Under the Privacy and Electronic Communications Act 2003, individuals and businesses can choose protection from unsolicited marketing calls, by opting out through the Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS).
Tell me there’s some good news! The TPS actually saves you time you might waste calling people who don’t want to talk to you. By cleaning your contact list of contacts who have stated they don’t want any telemarketing calls, it’s easier to focus on real prospects. Why would you pay your telemarketing team to call people who have already said they’re not interested?
What’s the worst that could happen? Well, there’s some bad news too. Calling a TPS registered number is an offence, and you could be liable for up to a £5,000 fine if you do so.
What should I do? The Telephone Preference Service offers its own number checking service, with both high and low volume options: click here for more information. Alternatively if you search online there are a range of number checking services available catering for large and small businesses alike. Check your numbers! And if you’re considering buying a telemarketing list, or using a telemarketing service, make sure your supplier uses lists are TPS/CTPS checked.
How long and how much? Checking numbers should take at most a few minutes – it’s usually just a matter of uploading a list of numbers to your chosen number checking service, and noting which if any are flagged up as TPS registered. Reckon on paying 1-25p per number, depending on the size of your list and the service you use.
How often should I check? If you’re making telemarketing calls on a regular basis, you should check new additions to your list every 28 days, or at the minimum before beginning a telemarketing campaign. As for existing customers, it’s recommended that you don’t make marketing calls to them if they’re TPS registered, unless they’ve clearly opted in to receiving your calls (eg by ticking a box on a form).
Don’t be put off by the regulations: telemarketing can be a great addition to your growth strategy. But don’t put it off either – your brand or even business reputation may depend on it!
To read more about the Telephone Preference Service, click here.
For a summary of UK regulations governing direct marketing, click here.
Job vacancy: Customer Sales Support Officer
We're near to releasing another generation of products. To help us get the new products out there, we are looking for an energetic and effective Customer Sales Support to support the Customer Support team and the Distribution team in sales.
Reporting to dmClub & Distribution Managers, the Customer Sales Support Officer will be based at our offices on Silicon Roundabout in a key sales role, and can expect to be learning and doing new things as well as the core tasks and responsibilities.
We're hiring!
Our Support team is looking for two more members. One will deliver customer support, with a chance to branch out into network operations, while the other will handle customer support with a chance to branch out into sales.
Want to know more? Click on the links below to see the full job postings.