Boxx Communications Ltd

Simplifying telecommunications for businesses large and small!

Voice

Hack-a-thon: You spoke, we listened

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Hack-a-thon: You spoke, we listenedFeedback is really important to us, which is why we’re such big fans of Trustpilot. Whilst our Trustpilot score (currently 9.4/10) is outstanding, there is always room for improvement…

We decided to dig deep and look at the root cause of our complaints, which highlighted that customers were unhappy about costs that result from faults to either their line or equipment.

Our charges for a BT Openreach call-out are £145 + VAT per line and that can soon mount up! Whilst our charges have always been clearly explained in our T&C’s, no one is ever happy with that news. We wanted to do something to alleviate this, and to educate our customers in terms of their financial responsibility when things go wrong.

Our team like a challenge – so we decided to put it to them in what we dubbed our product ‘hack-a-thon’. We chose a handful of staff members, from various departments, with different levels of experience in order to give a real ‘back-to-the-floor’ viewpoint.

We tasked them with the following:

To create one or multiple products that would directly resolve the issue identified and improve the value of the service we offer to our customers.

They had to think with an ‘end-to-end’ viewpoint covering the whole process – from product conception to costs of delivery & sales, marketing, training, launch & beyond.

Our first ‘hack-a-thon’ group comprised of Emily (Sales), Leah (Customer Service), Akeem (Tech Support) & James (Marketing). We locked them in a room (ok we didn’t actually lock them in!) for 2.5 hours where they discussed, debated, planned and postulated product ideas & names until they agreed, resulting in two product offerings.

Our second group included Salma (Provisioning), Jamie (Tech Support Supervisor), Saiesh (Credit Control) & Emma (Customer Account Manager) and were given the same amount of time together and had a really productive session. They came up with a third suggestion, as well as pricing and draft terms for the previous group’s ideas.

This is the first time we’ve done something like this. Normally new products & services are driven from the top down, but it was great to see the team so passionate and being as though they have the closest contact with our customers, the resulting new products really have been designed to meet their exact needs.

So, what did the team come up with during their collaborative thinking sessions?.. Well here goes;

  • No engineer call-out charges in the event of a fault
  • Care Level 2 included
  • Cost £1.49 per line

  • Replacement router sent next day service in the event of a router fault
  • Cost £3.50 per ADSL connection or £5.50 per FTTC connection

  • All the benefits of Router Care, plus
  • Special Faults Investigator Engineering included
  • Care Level 3 included for the PSTN line the broadband is supplied on
  • Sonar 24/7 monitoring
  • Cost £10 per connection

We’re thrilled with what our team have come up with and hope you are too. In fact we’re so hyped about Line Care in particular, that we’re offering one month FREE to all customers in November. If anyone wants to opt out after that just let us know, but we think you’ll love it as much as we do!

As for Router Care or Complete Care, that’s a choice up to you. If you’re interested get in touch and we’ll happily talk you through it and/or get it set up for you.

And we’ll definitely be doing a hack-a-thon again in the future!!

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Ten key benefits of using VoIP for your business

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Ten key benefits of using VoIP for your businessWe’ve talked previously about Ofcom’s plans to migrate away from traditional-style telephone lines here in the UK within the next few years and we’ve also talked about VoIP being the future of telecoms.

Aside from being the industry’s solution of choice for the foreseeable, what are the benefits to users and business owners…?

Read on to learn some of the key benefits of moving away from fixed lines:

1) Lower Costs – Switching to VoIP will immediately lower costs as calls are made over the internet, rather than traditional telephone lines which are expensive to maintain. Our packages can be customised to suit your business needs, including handsets and inclusive minutes if required.

2) Flexibility – Downloading the app allows your mobile to double up as your landline. Which means you can take calls anytime, any-place and anywhere it suits – no-one will be able to tell. Perfect for those who don’t want to be chained to a desk or who are running a business around family or other commitments.

3) Reduced Mobile Costs – If you’ve got the VoIP app installed, you can also make calls over the internet as well as receiving them. And because you’re not using the mobile network, there’s no additional costs to you.

4) HD Quality – Because VoIP calls are made over the internet rather than older telephone lines, the quality is higher, resulting in a much clearer conversation.

5) Bring Your Own Device – Employees using their existing mobile devices not only cuts costs, but also increases workforce flexibility and productivity by allowing them to work on the move and when it suits them.

6) Feature Rich – VoIP is not just a functional and modern call system, it also features a huge range of additional features to enhance the benefits it brings to your business, including hunt groups, auto attendant, call divert, a chat function, caller display, hold music and many more!

7) Web-based Admin – System admin can also be accessed remotely via the app or desktop portal, once again increasing your business flexibility.

8) User Friendly – a very simple and intuitive desktop portal and mobile app make VoIP easy for anyone to get to grips with, no matter how technology phobic they might be!

9) Business Continuity – When your system is cloud-based, it won’t be affected by any natural disasters such as fires or floods that can hit a physical, office-based system.

10) Future proof – With VoIP, you’re ready for telephony both now and in the future – and won’t need to upgrade when, for example, ISDN lines become obsolete within the next 7-8 years.

Tempted…? Then get in touch to see what VoIP can do for you!

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Our First Mobiles

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Our First MobilesWith the need for better and more diverse mobile offerings becoming more important, it’s becoming increasingly poignant for providers like ourselves to meet consumer’s increasing needs.

In an attempt to do exactly this, we’ve recently made an exciting change to our mobile supplier. This has allowed us to significantly expand our offerings and provide a better platform to tailor packages that meet individual needs.

In addition to our SIM only deals we have the very best devices on the market available. These include; the Samsung Galaxy A3, Samsung Galaxy S7 Edge and of course, the iPhone 7.

And for those of you that aren’t so into the super technological smart phones. We’re also looking to add the Nokia 3310 to our repertoire, a very popular old favourite that we discussed in our previous ‘Dumb Phones’ blog.

The excitement of these new mobile packages sparked an office conversation about some of our favourite handsets from the past and more specifically, our very first phones. Given the range of ages in the office some of the suggestions definitely didn’t disappoint in entertainment value and we decided it was only fair that we shared the fun with

Here are some of our favourites;

Emma – Nokia 3310

With over 126 million units being shipped since its initial release and many more forecasted since its second coming, there’s no doubt that this was a very popular first handset. Compact, indestructible and packed with entertainment aka Snake!

Chevon – Sony Ericsson A1018s

One of the favoured features of the A1018s was the interchangeable plate which came in a range of colours, for Chev it was all about Purple. It was great for parents too: with a removable aerial that could be removed as the ultimate punishment.

http://www.topdollarmobile.co.uk/onc_images/product_image/large/884.jpg

Leah -Nokia 7373

Leah would be the first to admit that the garish pink was the selling point for her, closely followed by the sleek design and sliding mechanism the Nokia offered.

https://www.google.co.uk/search?q=nokia+7373&source=lnms&tbm=isch&sa=X&ved=0ahUKEwiTt9e3gvXUAhUiB8AKHSf8DWoQ_AUICigB&biw=1440&bih=745#imgrc=yduEpYihq4NvXM:

Akeem – HTC Wildfire S

It’s fair to say that a touch screen Smartphone with Android and 3G capabilities isn’t your average first handset, definitely making it the highlight of the bunch.

Kelly -Motorola d460

Dating right back to 1998, one of the great features was the amount of text it could display, a whole 2 lines! One of the down sides though was the length of the aerial.

James – Samsung e250

Aside from the awesome sliding design the Bluetooth feature was a favourite, making the capabilities of swapping media between friends endless.

http://static.clickbd.com/global/classified/item_img/325437_0_original.jpg

These memories, aside from entertainment value, also highlighted how far we have come in terms of technological advancements in recent years.
We’re now offering a bigger variety in handsets, features and packages than ever before. Whether you’re looking for a SIM only deal for your existing handset or a mobile package to include all that you could possibly need, we’re confident that we can help!

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Homeworking

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HomeworkingProhibitively slow broadband speeds and poor mobile coverage are hampering the work from home revolution, with up to four million people affected across the UK.

New research, from price comparison and switching service uSwitch, found that 25% of employees have experienced such severe issues with their telecoms services in the past 12 months that they’ve been prevented from working from home.

When the survey results were extrapolated to the estimated number of people working from home, across the UK population, it meant almost 4m people were unable to work from home because of inadequate service.
Increasingly flexible work environments offered by businesses have seen 43% of UK employees work from home at least once in the past year, rising to 55% among 18-34 year olds.

Yet almost 6 out of 10 have fallen foul of sluggish internet speeds and patchy call quality in the same time period. The problems have been so severe for just under half (46%) of those with issues that they believe they are no longer able to work from home.

The need for dependable broadband and mobile services has seen workers spend a combined £190m over the last year on alternative measures to ensure consistent access to internet and phone services, including accessing Wi-Fi internet at local cafes and buying a signal booster to amplify their broadband signal. Some have even switched to a new provider in an attempt to get an improved service.

The most common complaint amongst home working internet customers was having broadband speeds simply too slow for them to work effectively (32%), while one in five (18%) have suffered from an intermittent connection. A third of mobile users (32%) complained that their reception was patchy, while one in ten (11%) couldn’t get any reception at all in their home.

Home workers are most likely to use their broadband connection to email colleagues or clients (76%), research and browse the internet (69%), share files via the cloud (39%) and stay in touch via Skype (34%), according to the survey.

For those that have experienced issues, even these most basic tasks have been affected by a sub-standard internet service. Nearly a third (30%) were unable to send a large file to their clients or colleagues and almost one in ten (9%) have been on a conference call that cut out.

Frustratingly, a quarter (25%) have had to work late to make up for the lost time and one in five (20%) have lost a work opportunity or some business due to the shoddy service. A further one in five (20%) have been stopped from working from home completely by their employer because of ongoing issues.

Ewan Taylor-Gibson, broadband expert at uSwitch.com, said:

Flexible working is more popular than ever. It’s a fact that employees who can influence their work environment have better overall job satisfaction and improved wellbeing. But before committing to remote working, employees should make sure their home office is ready for use.

Our tips for getting your home ready:

1) Check whether your connection the most reliable available – For example is fibre available in your area? This will give you faster speeds and reduce the risk of services cutting out.

2) Fine-tune your work environment by making sure your router is away from devices that could interfere with the signal – like your TV.

3) Be aware that working during peak traffic times, such as the evening, could have a notable impact on your internet speeds.

4) If plagued by patchy mobile signal at home, look into whether an alternative mobile provider could offer better reception in your area. The Ofcom coverage maps will help you!

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Phone box evolution hits London

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Phone box evolution hits LondonLondoners will soon be able to benefit from fast, free public WiFi and a host of other free services while out and about…..

All thanks to an innovative new partnership from BT called LinkUK.

Hundreds of ultramodern kiosks (Links) which will offer free phone calls and a range of other no-cost digital services, will be rolled out to major high streets across the capital as part of a partnership between BT, the tech company behind a similar project in New York and UK outdoor advertising company Primesight.

Users within range of a Link will be able to access free ultra fast WiFi with speeds of up to 1Gbps – the fastest free public WiFi service available.

Other services will include free UK landline and mobile phone calls, two USB charging ports and access to maps, directions and local services through a touchscreen tablet.

The cost of providing these services is covered by advertising revenue from the two digital displays on each Link, and BT intends to allocate five per cent of airtime to local good causes.

At least 750 Links will be installed across London and in other major cities over the next few years, with many replacing BT phone boxes. BT will work with local councils and communities to determine the best locations.

Rajesh Agrawal, London’s Deputy Mayor for Business, said:

I welcome this exciting new addition to London’s streets. Expanding London’s digital infrastructure is a priority for the Mayor, and LinkUK can play a big part in improving connectivity for Londoners and visitors to our city, while reducing street clutter by upgrading and reducing the number of phone boxes. London is already widely regarded as one of the technological capitals of the world but the Mayor is determined to improve connectivity across the city to ensure we maintain that position.

The new Links also contain sensors, which can capture real-time data from the local environment such as air and noise pollution, outdoor temperature and traffic conditions. This could potentially be used to introduce new smart services as part of the Internet of Things.

Gerry McQuade, CEO, BT Wholesale and Ventures, said:

We’re evolving the phone box to make it relevant in the 21st century by offering people ultra fast Wi-Fi and a range of digital and information services entirely for free. London is one of the greatest cities in the world and it’s entirely fitting that it becomes the first UK city to benefit from the Links. But we will be rolling out many more Links to the other great cities across the UK over the coming months as we look to transform the look and functionality of our public payphones.

London is second only to New York in welcoming Links to its streets, which were first installed in January last year as part of LinkNYC and we can’t wait to see them!

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0500 numbers are being withdrawn

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0500 numbers are being withdrawnNumbers starting in 0500 are being steadily taken out of service as Ofcom phases them out ahead of withdrawing them completely on June 3, 2017.

But why….?

Ofcom believes removing the numbers, which are mostly used for sales inquiries and consumer helplines, will benefit both consumers and businesses, due to the poor awareness of the 0500 number compared to the more popular 080… range.

The number series has been in long-term decline, with no new numbers issues since 1997/8.

So what now….?

A migration path to the new freephone service 080 85.. will be provided, with companies able to use the same six final digits as previously.

080 numbers also have the bonus of being free to call from mobile phones as well as landlines – but if users want to transition away from freephone numbers, an 03… number is a good option, as these often cost the same as local or national calls from both landline and mobile networks.

What do 0500 number users need to consider….?

1) Where is your number published? – Because you have to change it in every single place it can be found, to stop the possibility of missed leads.

Obvious places include your signage, website, letterheads and business cards – but also think about any directories, such as Yell, where your company could be listed.

2) Don’t leave it too late…! Changing before the last minute is crucial – especially if you want to choose your new number.

Plus, if you get a new number in place now, you’ll have over six months to make the necessary changes to your details and plenty of opportunities to let customers know that you are changing.

3) Spread the word – Think about adding a message to your existing 0500 number advising of the new one.

So the key takeaway from this is don’t panic – but do start planning now to ensure a smooth and straightforward changeover.

As ever, if you need more advice or support to help make this change, or about your telecoms service generally, the Boxx team are only ever a phone call away!

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