The History of the Touch-Tone Telephone Keypad

This week in 1963, touch-tone phones were used for the first time, as an alternative to the traditional rotary dial. The people of Carnegie and Greensburg, in Pennsylvania USA, were the guinea pigs for the then revolutionary technology.

The 1-2-3 telephone keypad that we are all so familiar with today was the invention of an industrial psychologist named John E Karlin. Whilst working at Bell Laboratories, Karlin convinced his bosses that human testing could help to improve the design of the telephone. Early mechanical calculators were designed with the smallest numbers closest to the user in a 7-8-9 arrangement, a concept which has been attributed to inventor David Sundstrand and his 10-key keypad. This is a system that is still used today on all computer keyboards and calculators. However, Karlin was not convinced that this would be the best arrangement for the telephone and so he began to test alternative designs on the employees where he worked.

In total, sixteen variations were trialled. This included the 10-key keypad arrangement used on calculators as well as fewer rows with more numbers, column arrangements and a variety of circular designs that were similar to the traditional rotary dial. In the end, the 7-8-9 arrangement used on calculators didn’t even come close to the winning 1-2-3 keypad arrangement.

Touch-tone phones use technology called dual-tone multi-frequency (DTMF) dialling, which sends tone sequences from phones to the central office of the local phone company. In comparison, the previous rotary dial phones generated a series of pulses, or clicks, by rapidly and repeatedly connecting and disconnecting a caller’s phone line. The equipment at the central office exchange would then count the number of clicks generated by this repeated motion in order to determine the number being called. This meant that those wishing to make long distance calls either required operator assistance or the provision of subscriber trunk dialling equipment.

After around three years of human testing, the Bell System officially introduced the touch-tone phone in the USA on November 18th 1963. The next few decades that passed saw the touch-tone phone replacing traditional rotary design, pulse dialling technology. Eventually, push-button technology became the global standard for telecommunications signalling.

Bell Laboratories reportedly contacted many of the larger calculator manufacturers, attempting to share their research findings. However, their response was not as expected, as it transpired that none of these companies had ever actually done any user testing. Needless to say, the conventional arrangement on the calculator remains the same today, whilst the 1-2-3 touchtone keypad arrangement is now used on door locks, vending machines, medical equipment and ATMs, amongst other things.  

Setting Up Communications for Start-Ups

Setting up a business can be costly. Whilst business communications are a necessity in this day and age, the cost of setting up a new office can quickly spiral out of control. On the one hand, start-ups tend to have limited capital to spend setting up their communications. On the other, they need to have decent equipment in order to operate efficiently and effectively. Thankfully, however, there are a number of budget-friendly ways that start-ups can get the technology they need to run a successful business. In this post, we will look at some ways in which start-ups can set up their communications on a budget.

Finance

Finance gives start-ups a way to get the technology that they need whilst being able to spread the cost with manageable monthly payments. The great thing about finance is that businesses eventually enjoy full ownership of the equipment once the repayments are complete. However, a business will need to pass a credit check in order to be eligible to purchase their equipment on finance. Some new businesses struggle with this due to a lack of credit history, but for those that are successful, this can be a great way to build good credit providing the repayments are made on time.

Leasing

It can sometimes be difficult for new businesses, without a credit history, to obtain finance. In these cases, leasing is a more viable option. Although leasing is often still subject to credit checks, it can be easier to pass for a lease agreement than a credit agreement. Leasing is essentially like renting the equipment from a communications provider. Much like finance, the cost of leasing is spread out into manageable monthly payments. However, unlike finance, a business will never enjoy full ownership of the equipment that they lease. Despite this, leasing does have its own advantages. When a business leases their equipment, they will be able to upgrade their equipment and benefit from the latest technology every few years at little or no additional cost. And, lease payments are often much lower than finance payments too.

Cloud communications

Cloud communications are a modern alternative to on-premises solutions. Businesses can have both their desktops and phone systems hosted remotely in the cloud by a specialist provider. Although this is relatively new technology, it is surprisingly well suited to small businesses and start-ups. The great thing about cloud communications, for start-ups, is that there is no initial capital outlay involved. Instead, the service is paid for as an ongoing monthly charge. This charge includes the hosting as well as all ongoing maintenance and support. Businesses using cloud communications benefit from high-end technology at a fraction of what it would cost to implement a similar on-premises solution. Cloud communications providers also upgrade their servers every few years, which ensures that their customers benefit from the latest technology. Another reason why cloud communications are so attractive to start-ups is that it allows them to avoid employing technical IT support staff, since all maintenance and support is carried out by the provider. As such, small businesses can reduce their costs significantly by choosing cloud communications.

In sum, those setting up a new business naturally worry about costs spiralling out of control. However, there are a number of options available – including telecoms finance, leasing and cloud communications – that offer start-ups a way of obtaining the technology they need on a limited budget. 

VoIP Phone Headset Vs Handset

VoIP technology allows calls to be made over a broadband connection. VoIP phone systems are gaining popularity amongst businesses of all sizes, primarily due to the cost savings that can be made using this technology. When implementing a VoIP phone system in your business, you have the option of either using VoIP handsets or making and receiving calls directly through the computer using a headset. In this article, we compare the advantages and disadvantages of both options to help you decide which is the best way forward for your business.

VoIP Headset

Most people will be familiar with headsets; they are essentially a pair of headphones with a microphone attached and are often used in call centres for easy, hands-free communication. Used as an alternative to a handset, headsets are plugged into a computer and used in conjunction with VoIP software that has been installed in order to make and receive voice calls. Headsets are a great option if your staff are on the phone for long periods of time as they prevent them from having to physically hold the handset for the duration of a call. They are also good in settings where it is useful to be able to use your hands while talking on the phone, such as in call centres where agents need to type up notes or assist the caller using applications on the computer or requires access to websites. However, you would need to have the use of speakerphone for some conference calls and in this case a headset would be unsuitable. Having said this, it is often possible to use the speakerphone feature directly through the speakers on a computer, in which case you would not necessarily need to invest in handsets.

VoIP Handset

A VoIP handset, although specifically designed to be used with a VoIP phone system, is essentially the same in functionality as a ‘normal’ phone. Similarly to a traditional phone, a VoIP phone will be plugged in and calls are made in exactly the same way – dialling numbers, listening for dial tones etc. Consequently, virtually no additional staff training is required when you switch to VoIP phones. Many people would not even notice or think about the fact that they are using VoIP. There are many different VoIP phones available nowadays, from a selection of manufacturers. Some phones can even be adapted to support VoIP calls using an analogue telephone adapter (ATA). This is worth looking into if you are keen to save on the cost of hardware or smooth the transition to VoIP for your staff. One of the main benefits of using VoIP handsets is that it can be easier to transition your employees over to VoIP, as they will barely notice the difference providing that you are either using the same phones or choose ones with similar functions to your existing handsets.

Whether you decide to go for VoIP headsets or VoIP handsets ultimately depends on personal preference and what best suits the needs of your organisation. Generally speaking, headsets are a better option for call centre environments where agents spend long periods of time handling calls and need their hands free for other tasks. Clearly, call centres have always made use of handsets but with VoIP the actual phones themselves are no longer required, as calls can be made directly through the computer. Consequently, you could save money on hardware costs.

3 Ways Cat6 Cabling Can Improve Your Network

Technology is continuously evolving and adapting to meet the needs of the modern world. Data capacity has reached new heights and the processing power that can be accessed by businesses, and individuals, is increasing all of the time. To keep up with the pace of rapidly evolving technology, businesses need to have sufficient quality data cabling in place. Is your business still dependant on Cat5 cabling? This cabling standard served businesses well for some time, but if you want to retain a competitive edge, it’s time to think about upgrading your cabling network. Technology can enable us to run our businesses much more productively and efficiently, but in order to take advantage of this we need to have the right cabling infrastructure in place. In this article, we discuss three ways in which Cat6 cabling can improve your business network.

Faster speeds

Your cabling network needs to be able to meet your growing demands as the amount of data in your business network increases. Cat5 cabling is no longer adequate for the needs of most businesses and has, in the most part, been superseded by newer cabling standards. Modern businesses increasingly have requirements for Gigabit speeds, which cannot be supported by older cabling standards. Cat5 cables, for example, have a maximum speed of 1000Mbits. In comparison, Cat6 cables have the capacity to support a Gigabit network to a distance of 164ft. They can also allow you to have a combined network because they support data in all forms.

Minimising crosstalk

Compared to Cat5 cables, Cat6 cabling offers significantly greater immunity against crosstalk. Crosstalk refers to signal interference from other cables and electrical devices in the network. It can cause problems and negatively impact the quality of your network performance, particularly in relation to video and audio applications. This can cause downtime and disruption to your business as well as potentially damaging your reputation with customers. Having high-quality cables installed can make all the difference, helping to increase efficiency and maintain business continuity. With Cat6 cabling, there is a greatly reduced chance of signal degradation and you will benefit from a more reliable network performance.

Future-proofing

Upgrading to Cat6 cabling now is a smart way of future-proofing your business. Cat5 cabling has had a long run, but it's nearing the end of its life cycle as more and more people and organisations these days have advanced network requirements. By having Cat6 cabling installed, you know that you will be ready and able to support changes and advances in technology as they occur. And, you will no longer need to worry about your network lagging behind or your cables becoming obsolete any time soon because you will have a future-proof cabling infrastructure in place. With a greatly increased bandwidth, you will be able to support the ongoing and rapid technological changes that are inevitable.

Upgrading from Cat5 to Cat6 cabling is easy as they are completely backwards compatible. And, you will see a rapid return on investment which is primarily down to the improved productivity and efficiency that comes from having a superior network performance. So, if your cabling network is holding your business back then it’s time to upgrade to Cat6 cabling.  

Why Choose Non-Geographic Numbers?

Non-geographic numbers are phone numbers which are independent of any geographic area in the UK. Consequently, they do not begin with an area code. Instead, there is a range of non-geographic numbers and the prefix of these numbers determines the cost of the call. There are many potential business benefits to having a non-geographic number and these also vary depending on the prefix, or type of number, you choose. These numbers can be directed to any hosted call handling service or landline in the UK, which means that your business can take advantage of non-geographic numbers regardless of the type of business telephone lines you have.

Taking advantage of non-geographic numbers is simple; all you have to do is contact a provider and choose which type of number you would like. Your new number will then be pointed to your existing phone number, and no changes will need to be made to the existing number or telephone services. Any call management or call handling features that you may have – voicemail, ACD, call diversion etc – will not be affected and will continue to function normally when callers dial your new non-geographic number.

Create a national presence

Of the many reasons why businesses invest in non-geographic numbers, the potential these numbers have to create a national presence is a primary motive. Different types of non-geographic number offer different benefits, but this is a benefit that will be enjoyed regardless of the type of number you choose. Because non-geographic numbers do not relate to any given area within the UK, they help to foster the perception that your business is a larger company with a nationwide phone presence. In the eyes of consumers, this boosts the credibility of your business and helps to attract business from further afield which, in turn, helps to generate additional revenue.

The benefits of freephone numbers

Freephone numbers are those with the prefix 0800. Because these numbers are not chargeable to the caller, they are extremely popular with consumers. When you have a freephone number, you could see sales calls increase substantially as callers will not be deterred by the cost of calling your company. As of the 1st of July this year, freephone numbers are even free to call from mobile phones. Additionally, having a freephone number can also help to enhance customer relations and build a good reputation because consumers will appreciate being able to contact your business free of charge. Consequently, freephone numbers can indirectly help to generate additional revenue even though they are not specifically revenue generating numbers. When you opt for a freephone number, the cost of calls will be charged to your business so this is important to bear in mind. However, the rate is relatively low – usually between 2 and 5 pence per minute – and you may find that this cost is offset by the additional revenue these numbers can generate.  

Generate revenue

Some non-geographic numbers are specifically designed to generate revenue. These are known as premium rate numbers, which are those with the prefix 0844, 0871 or 09. Call rates can vary depending on the number you choose. With premium rate numbers, call costs are higher than they are to other non-geographic numbers because the tariffs include a margin for revenue sharing. This means that your business receives a proportion of the revenue generated from these numbers, which is a great way to boost your profits or offset other communications costs.

Flexibility and business continuity

Non-geographic numbers are highly flexible and help to ensure business continuity when you move premises. Because these numbers are not tied to any specific area, you will have no need to change your number when your business relocates. You can simply have your existing number repointed to your new premises and enjoy straightforward business continuity. This will save you the time and hassle of changing your phone number on all of your company literature. Non-geographic numbers are also a great option for businesses operating across multiple sites, as they can be used to connect offices in different locations.

To take advantage of non-geographic numbers, contact Midland Networks today on 0800 849 8585. 

Managing a BYOD Policy

BYOD (Bring Your Own Device) is a concept that continues to grow in popularity. Allowing employees to bring their own devices to work has its advantages. It allows businesses to mobilise their workforce, without the hardware costs involved in doing so. Businesses can benefit from an entire fleet of business mobiles – or, increasingly, tablets – without having to pay for, or maintain, these devices. Many businesses also report productivity increases as a result of a BYOD policy, and this is often put down to workers being more comfortable in the usage of their devices on top of the increased flexibility they enjoy. However, despite the potential advantages of BYOD, there are many potential drawbacks. In order for a BYOD policy to be effective, it needs to be properly planned and managed. In this article, we offer a few tips on managing a successful BYOD policy.

Have a clear objective – and stick to it!

Implementing a BYOD policy is not a decision that should be taken lightly. You need to have a primary objective in mind – whether your intention is to increase user satisfaction with the aim of enhancing productivity, reducing hardware costs or expanding your fleet of business mobiles – you need to be specific in your objectives and use these as a measure against which you can monitor the progress of your project. It may be that unforeseen costs outweigh the benefits of your BYOD project and, in which case, it may not be worth continuing.

Take measures to protect company data

This is probably the most important point. BYOD brings data security risks if not properly managed. You need to take steps to protect your company data including educating employees, enforcing user ID’s and passwords and adequate encryption of your data. Make sure that you have device management software that enables you to remotely wipe devices, should they be lost or stolen. It’s also important to have procedures in place for ensuring that employees leaving your company will no longer have access to certain privileges, business apps and company data. It is possible to wipe company related apps and data from former employees’ devices without affecting the rest of their personal device, so make sure this is a practice that is strictly adhered to.

It’s also worth considering whether you should have control over what can and cannot be done on devices used for work purposes. However, bear in mind that this could present its own problems – when your employees have invested their own money in devices that they also enjoy for personal use, they are likely to have reservations about usage being controlled and restricted.

Set rules about device and OS requirements

There is potential to run into all sorts of problems when your employees are using many different devices. Different devices have different operating systems and varying capabilities. This can potentially impede collaboration and you may even find that your company’s software is not compatible across such a wide range of platforms. The performance of apps can also vary depending on the OS. In order for your BYOD policy to run smoothly, and to ensure maximum performance, you may have to consider restricting the type of devices that you will allow under your policy. Due to its open format, many companies don’t allow Android devices under their BYOD policy as they believe them to be more susceptible to attack. Other companies insist upon devices being upgraded to the latest OS update, to ensure maximum performance. Consider what will work best for your business and set rules accordingly.

Improve Customer Services with Call Recording

As the face of your company, your customer service team is responsible for ensuring positive customer experiences that help to build the reputation of your brand. Customer satisfaction rates are a key performance indicator and they are largely defined by the quality and skill of the support provided by your customer service team. Modern business telephone systems offer a range of tools that can help you to build a stronger customer services team. The right software, in particular, can provide you with the information you need to target improvements amongst individual agents and entire teams. In this article, we consider how call recording software can help to improve customer services.

As the name suggests, call recording allows all inbound and outbound calls to be recorded for play-back at a later date. There are several reasons why companies use call recording software. Some business sectors are obliged to record all verbal communications in order to meet compliance with regulatory groups. Others use the software for peace of mind that that they have the evidence that may be needed for sales or legal purposes, should a dispute arise. And some businesses simply recognise the benefits that call recording can offer in terms of staff training and customer services.

The quality of the training that customer service agents receive will determine the standard of performance that they deliver for your company. That’s why it’s so important to invest in high-quality staff training. In this regard, call recording can make all the difference.

When it comes to training new employees, call recordings provide a valuable resource that can be drawn upon to demonstrate real-life scenarios that they may have to face. You can offer both positive and negative examples as a guide to effective call handling. This gives your new recruits an insight into the kinds of queries and issues they will have to resolve and how best to approach them.

However, staff training is not only for new recruits, it is an ongoing process. In order to ensure that your existing team members are kept up to date with new practices and continue to perform well, you will need to offer regular training. With call recording capabilities, you can monitor the performance of agents on an ongoing basis. This allows you to quickly detect areas that require improvement so that they can be promptly addressed. This may involve specific individuals or entire teams. Having this information allows you to design effective training programmes that are targeted to specific issues. Targeted training can help to reduce costs and increase efficiency as well as rapidly improve your customer services.

With all calls being recorded and monitored on an ongoing basis, managers and supervisors will be able to offer guidance to individual agents as and when issues become apparent. Without call recording capabilities, negative performances may go undetected for some time. This can lead to unhappy customers, lost business and a damaged reputation.

Additionally, it is likely that you will see performance improve naturally as a result of implementing call recording in your business. Once you make your employees aware that their calls are being recorded and monitored, it is likely that they will take proactive steps to improve their performance. Most agents will be keen to impress and knowing that their calls are being listened to by managers gives them an opportunity to do this. As a result, customer satisfaction rates will naturally increase.

Finally, call recordings can be accessed and used as evidence whenever a customer dispute arises. This way, disputes can be resolved before they escalate and this will contribute to improved customer relations. It may simply be that there has been a misunderstanding or it could be that one of your agents was in the wrong, but whatever the case may be, having the facts allows you to address the issue in a fair and responsible way.