Inbound
This innovative new service provides the ability to manage and monitor all incoming calls. Benefits include:
- Adjust call routing to suit different times of day using routing tables
- Web portal access to make any changes required
- Upload your own on-hold messages
- Receive email alert for missed or unanswered calls
- Record incoming calls if required, as an added option
Inbound also allows for the provision of additional services such as voicemail or messaging on hold, as well as enabling you to gather a range of information on your inbound call traffic. For example:
- See who has called and when they called
- Monitor how long a specific call lasted
- Determine the number of calls received in a given time period
- Identify how many times a specific number has called
- Gather call information relating to a specific advert or marketing campaign
- Find out how long it’s taking to answer calls, and how many calls are being missed
- See call breakdowns by your individual geographic numbers
This service updates every 15 minutes so the information viewable, whilst not totally ‘real time’ provides a very accurate and up to date view of your inbound calling statistics. And of course, a range of valuable management information reports can be created using any of these criteria.
An added benefit is the ability to adjust call routing to suit different times of day or holiday periods, using routing tables which you can manage via a simple web portal. For example, calls which come into a London contact centre during the day could be redirected to a dedicated staff member’s home number or mobile from 6pm until 8am, to enable a 24/7 response – yet without incurring any call divert charges. You can also create rules-based routing - for example so that a specific incoming CLI always goes to a predetermined internal number or department.
It’s also ideal to support your Business Continuity strategy, for example to route calls elsewhere if a building is cut off due to snow or flooding, or if you experience loss of communications services due to a network failure of some kind.
For a PDF brochure of our Inbound service, please click here.