We specialize in providing full Network Operations Center (NOC) operations on a 24/7 basis to telecom companies worldwide. Our telecom services deliver considerable cost savings & free your NOC to concentrate on more value added tasks.
The following services will be of particular interest for calling card companies and wholesale telecom providers:
Our experienced Network Operations Center, NOC, engineers can monitor traffic to your destinations on an hourly basis, 24 hours a day. The NOC monitors ASR (Average Success Rate) & ACD (Average Call Duration) metrics and makes routing improvements to improve your specified quality for customers whilst working to your targeted profitability levels. The NOC also performs LCR (Lowest Cost Routing) and CPM (Carrier Performance Monitoring), Forced Routing, Route Blocking and Routing Changes. We can report as per your requirements, overall for the whole switch site or detailed down to reports per customer level.
The hourly self-monitoring ensures that the quality being provided to both retail customers and wholesale customers is of the highest quality. This process also ensures that your vendors are continuously checked on. Our NOC team have experience working on the backend and frontend of major calling card platforms such as DigiTalk,, ECT, Excel Switches, NACT Switches, Cisco VoIP Products, Auris Platform, Nextone SBCs, VoIP Switch, VSRs and a several custom Asterisk based solutions. Our technical support teams can also assist in the diagnosis and remedy of problems on such systems.
Here the NOC supports trouble tickets created either via phone calls, email or IM. Trouble tickets are handled in a professional manner with technical reports for every case sent to the client. The NOC ensures that the throughput time for Trouble Tickets is as short as possible. Corrective action is taken against all genuine issues and technically correct replies are given to customers where this is not the case. Counter tickets are promptly raised with vendors so that we can resolve the customer’s issues and also we can take appropriate actions to ensure that the vendor’s quality stays as required. In all situations, the team fully documents all cases, trouble tickets and most importantly routing changes in order to have full clarity for audit purposes. The specific protocols followed are fully customizable for a client’s particular NOC setup.
We appreciate that the success of a telecom company providing calling cards or wholesale depends on the rate uploads from its vendors being properly uploaded and managed in a timely manner in the switch. Profitability depends on prompt routing changes based on the different rates received. The NOC manages these rate uploads and ensures that all rate reductions provided by vendors are taken utilised. We also ensure that appropriate routing changes are made for frequently used codes so that profitability is not affected.
The NOC can handle all aspects of back-end processing for online orders of cards & pins. This includes verifying the customer, their payment card and their order, checking for suspicious activity, processing the payment and then through to the final release of pins. Customers can also be followed up with to up-sell add-ons and to remind them of remaining balances.
We can help you create new rate plans for calling cards. We can analyse the rates available on the switch/ portal to design a rate deck that is effective both technically and commercially.
Our skilled analysts can generate MIS reports for the commercial and technical aspects of the telecom business. These reports assist business and technical decision making to more effectively manage the profitability & quality of the products supplied.
We provide a comprehensive suite of customer services solutions for a wide range of telecom products such as physical calling cards, Web based (Pin based) calling cards, Pin-less products, DID based products and SIM card based products. We understand how these products work and we have experience with the Customer Service Panel for many platforms widely used in the industry.
In addition to supporting all the main billing platforms, we can also provide a flexible, fully granular billing system that lets you manage an almost inconceivable number of pricing scenarios so you generate revenue from all sales and you are paying the lowest possible price for all your minutes.
For further information about our various Business Process Outsourcing solutions, or how we can provide a free trial of our BPO services, please call us on +44 (0) 1904 692 447