Frequently Asked Questions

Voice BPO (Business Process Outsourcing) is the practice of contracting an external provider to manage some or all of your voice-based customer contact operations. This typically includes inbound customer support, outbound campaigns, or both. At DigiTalker, we provide dedicated agent teams who are recruited, trained, and managed to handle calls on behalf of our clients, using our own technology platforms and quality frameworks.

Timescales depend on the complexity of the programme. A straightforward inbound support programme with standard processes can be operational within 4-6 weeks. More complex programmes involving custom integrations, specialist training, or regulatory requirements typically take 8-12 weeks from sign-off to go-live. We always recommend a pilot phase before scaling to full volumes.

We offer both models. Dedicated teams are assigned exclusively to a single client programme and are the preferred option for most enterprise clients. Shared or blended teams can be appropriate for lower-volume programmes or overflow scenarios where cost efficiency is the priority.

We have particular depth in financial services, insurance, telecommunications, healthcare, and retail. Our agents are trained in sector-specific compliance requirements and terminology. We also serve utilities, public sector, and travel clients.

We operate a structured quality assurance framework. This includes real-time call monitoring, daily quality scoring, weekly calibration sessions with clients, and monthly quality trend reporting. Our speech analytics platform also enables 100% automated call scoring against agreed criteria.

Every programme receives a comprehensive MI (Management Information) suite including real-time dashboards, daily performance summaries, weekly trend reports, and monthly business reviews. Standard metrics include call volumes, handle times, first-call resolution, SLA adherence, quality scores, and customer satisfaction. Custom reporting is available.

Yes. We have established integrations with Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, and most major CRM platforms. We can also work with bespoke systems through API integration or secure remote desktop access.

AI voice agents are automated systems that conduct telephone conversations with customers using natural language understanding and speech synthesis. Unlike traditional IVR systems that rely on keypad input, AI voice agents understand spoken language and can handle multi-turn conversations. They are suited to routine, structured interactions such as appointment booking, account queries, and payment processing.

Accuracy depends on several factors including audio quality, accent diversity, and domain vocabulary. In controlled environments with our tuned models, we typically achieve 92-96% word accuracy for English. We fine-tune models using client-specific data to improve accuracy for specialist terminology.

Yes. Our speech analytics platform supports both real-time and post-call analysis. Real-time monitoring can generate alerts for compliance breaches, customer distress, or specific keywords as the call is happening. Post-call analysis provides comprehensive transcription, scoring, and trend reporting.

We integrate with Genesys Cloud, Avaya, Amazon Connect, Microsoft Teams, Cisco, and most major contact centre platforms. We also support standard SIP-based integration with any platform that can deliver calls via SIP trunking.

Yes. We provide Microsoft Teams Direct Routing, enabling Teams to be used as a full enterprise telephony platform with PSTN calling, call recording, and contact centre integration.

A standard implementation takes 4-8 weeks from kick-off to go-live. This includes call flow analysis, scorecard configuration, model tuning, user training, and a calibration period. More complex deployments with custom NLP models or multiple business units may take longer.

Our core platform supports English, French, German, Spanish, Italian, Portuguese, Dutch, Polish, Arabic, Hindi, Mandarin, and Japanese. Accuracy and feature availability vary by language. English has the broadest feature set and highest accuracy.

SIP trunking is a method of delivering voice calls over an internet connection rather than traditional ISDN lines. It provides flexible, scalable voice connectivity that can be adjusted to match your call capacity requirements without physical line installations.

We work with established UK and international carriers to deliver voice connectivity. Our role is to design, provision, manage, and monitor your voice infrastructure — selecting the right carrier services for your requirements and ensuring quality and resilience.

Yes. We manage the full number porting process including geographic numbers, non-geographic numbers (03, 08), and international numbers. Porting timescales are typically 5-10 working days depending on the losing provider.

All our connectivity services include automatic failover routing. If a primary path fails, calls are automatically rerouted through secondary carriers. We monitor network health continuously and proactively manage any service-affecting issues.

Yes. We can provision local numbers in over 60 countries, allowing your customers to reach you on a local number regardless of where your contact centre is physically located.

We use real-time monitoring tools that track key voice quality metrics including MOS (Mean Opinion Score), jitter, latency, and packet loss. Automated alerts are triggered when quality drops below defined thresholds, and we work proactively to resolve any issues.