October 6,
2008
Excel Telecommunications Serves Call
Centers Without New Surcharge
TA vendor Excel
also offers call centers low intrastate
rates equal to their low interstate rate and fast installs
Over the past two weeks TA has interviewed principals
and directors of many
TA vendor members that specialize in serving the needs of call center
customers with predictive dialers facing the new "incomplete call surcharge"
starting October 1st for customers on a certain national voice network.
Click here to read last week's posting which profiled comments from Wholesale Carrier Services
(WCS),
AireSpring and TMC.
This week TA interviewed Lewis Hill & Steve Weltner of Excel
telecommunications. Click the right arrow button below to listen to the full
interview.
"We own our own nationwide network and have
no 'short call' or 'incomplete call' surcharges"That's what Steve
Welter, Director of Product Development at Excel Telecommunications wants
all call center agents to know. Added Lewis Hill, Excel's Western Regional
Channel Manager, "Excel is not looking to drive call center traffic off
our network by imposing or passing on surcharges, rather we're engineering
and designing our nationwide IP network to accommodate call center voice
traffic." |
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Steve Weltner,
Director of Product Development,
Excel |
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One prominent industry reseller has announced to their call center
customers that have an "incomplete call rate" of 50% or higher that
they face a $240 per T1 per month surcharge beginning October 1,
2008. TA has been compiling information on this matter using an 8 T1
call center as a case study. The case study call center has a 70%
incomplete call rate and is now facing a new sudden monthly
surcharge of $1,920. |
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"An incomplete call rate in excess of 50%
does not make you a 'bad customer' with Excel", said Welter. "We look at
call center customers the same way we look at all commercial customers -
as an opportunity to earn good long term business for our rock solid
nationwide network."
Welter does explain that Excel is neither crazy nor blind to the
extra challenges a call center's outbound predictive dialers can create
for a carrier's network. |
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Lewis Hill,
Regional Channel Manager,
Excel |
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| "Certainly we want
to know in advance if we're getting a new call center customer that will
be accessing our network via a DS3 or Ethernet to hit a certain network
node with over 100 calls a second." But instead of automatically accessing
surcharges, Excel states they just want to make sure their network is
already engineered to accommodate the new traffic. "Smaller call centers
accessing us over T1s though should not be a problem anywhere", Weltner
concluded. |
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| "With IP intrastate rates the same as
our low interstate rates, Excel has a real competitive advantage over TDM
carriers and resellers" In states that have TDM intrastate per
minute rates that are normally higher than the interstate rates, Excel has
picking up call center business even before the new surcharges were
announced by the large TDM carriers and resellers stated Hill.
"While Excel has been operating under the radar for many telecom agents
for the past year or so, the new TDM call center carrier surcharge issue
has made us a 'white night' coming in to the rescue", Hill added. "If
you're an agent that specializes in call centers we strongly recommend
that you let your clients know about Excel's low intrastate rates and new
surcharge free solutions before someone else does." |
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For more information
about
Excel Telecommunicationsor to get a call center quote
please contact:
SalesCommercial@Excel.Com
888-877-4410 |
This blog posting is part of an ongoing TA call center case study regarding
incomplete and short call surcharges being implemented by many facilities
based telecom carriers. If you feel you have information that should be
included in future updates please forward printable information to
Dan@TelecomAssociation.com.
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