Premier logo   Home  |  Contact Us  |  Site Map  |  Print page  to print
call centre banner

Telephony Service  

Telephone Handling Service

The telephone handling service (POTS) is the voice-grade telephone service that remains the basic form of residential and small business service connection to the telephone network in most parts of the world. The name is a retronym, and is a reflection of the telephone service still available after the advent of more advanced forms of telephony such as ISDN, mobile phones and VoIP. It has been available almost since the introduction of the public telephone system in the late 19th century, in a form mostly unchanged to the normal user despite the introduction of Touch-Tone dialing, electronic telephone exchanges and fiber-optic communication into the public switched telephone network (PSTN).

The system was originally known as the Post Office Telephone Service or Post Office Telephone System in many countries. The term was dropped as telephone services were removed from the control of national post offices.

POTS services include

  • bi-directional, or full duplex, voice path with limited frequency range of 300 to 3400 Hz: in other words, a signal to carry the sound of the human voice both ways at once;
  • call-progress tones, such as dial tone and ringing signal;
  • subscriber dialing; operator services, such as directory assistance, long distance, and conference calling assistance;
  • a standards compliant analog telephone interface including BORSCHT functions

In the UK, the pair of wires from the central switch office to a subscriber's home is called a subscriber loop. It is typically powered by -48V direct current (DC) and backed up by a large bank of batteries (connected in series) in the central office, resulting in continuation of service during most commercial power outages. The subscriber loop typically carries a "load" of about 300 Ohms, and does not pose a threat of electrocution to human beings (although shorting the loop can be felt as an unpleasant sensation).

Many calling features became available to POTS subscribers after computerization of telephone exchanges during the 1970s and 1980s. The services include:

  • Voicemail
  • Caller ID
  • Call waiting
  • Speed dialing
  • Conference call (three-way calling)
  • Enhanced 911
  • Centrex
  • and other services.

The communications circuits of the PSTN continue to be modernized by advances in digital communications; however, other than improving sound quality, these changes have been mainly transparent to the POTS customer. In most cases, the function of the POTS local loop presented to the customer for connection to telephone equipment is practically unchanged and remains compatible with old Pulse dialing telephones, even ones dating back to the early 20th century.

Due to the wide availability of POTS, new forms of communications devices such as modems and facsimile machines are designed to use POTS to transmit digital information.


While POTS provides limited features, low bandwidth and no mobile capabilities, it provides greater reliability than other telephony systems (mobile phone, VoIP, etc.). Many telephone service providers attempt to achieve "dial-tone availability" more than 99.999% of the time the telephone is taken off-hook. This is equivalent to having no dial-tone available less than five minutes each year, an often-cited benchmark in marketing and systems engineering comparisons, called the "five nines" reliability standard.

An ITSP (Internet Telephony Service Provider) offers an Internet data service for making telephone calls using VoIP (Voice over IP) technology. Most ITSPs use SIP, H.323, or IAX (although H.323 use is declining) for transmitting telephone calls as IP data packets. Customers may use traditional telephones with an analog telephony adapter (ATA) providing RJ11 to Ethernet connection.

In the UK, net2Phone began offering consumer VoIP service in 1995. Before 2003, many VoIP services required customers to make and receive phone calls through a personal computer. ITSPs are also known as VSP (Voice Service Provider) or simply VoIP Providers. specialises in developing the hidden gifts and talents of your customer service and sales teams through tailor made learning solutions that build and develop positive customer relationships by the telephone.

Whether your team is just a handful of sales or service specialists or a 500+ seat contact centre operation, our innovative solutions will provide your people with the skills, techniques and behaviours guaranteed to enhance your customers’ experience via a telephone service and much more.

call centre contact

Are you looking for an 'Award Winning' Call Centre?

Premier Call Centre are able to take your calls efficiently and professionally helping your Business, or Organisation run as smoothly and cost effectively as possible. Call us today on 0871 875 7000 for a FREE no obligation quote.

UK Contact Centre

Our service standards are not only second to none, but we can also save you significant time as well as money. Our Call Centre can work out far cheaper for you to employ us to support your calls than employ your own team of staff. Call today!

satisfaction gaurantee

Premier Call Centre News:

Indian call centre executive sends terror emails

 An Indian call centre manager decided to test the police in Mumbai by sending terror emails.

South Africa becoming contender for call centre business

South Africa, and especially Cape Town, is growing as an international hub for off shore service providers.  

Emergency call centre to move out of Oxfordshire

 The Fire Brigade Union have said they will fight to keep an emergency call centre in Oxfordshire.

Santander saves 300 call centre jobs

 The call centre, previously run by the Royal Bank of Scotland, is going to be taken over by Santander saving almost 300 jobs.


Call centre staff asked to work longer into the evenings and on Sundays

 Call centre staff working for Thomas Cook are in discussions with the management who want to extend their working hours into the evenings up to 10pm and on Sundays.

<< Archive






Terms and Conditions - Privacy - Advertisers - Call Centre Information - Contact Centre - Contact Us