BT Inbound Contact

Be there when your customers need you

You need to make sure that when a customer calls, they get a response first time, every time. If youb fail your customer might soon become somebody else’s.

Inbound Contact global can help. It allows you to:

• Make it easy for customers to get in touch regardless of their geographical location with easy to remember phone numbers that stay with you for as long as you want them.
• Make sure that no call goes unanswered by bringing together your disparate contact centre sites from across the globe into one single, virtual operation.
• Offer customers an alternative to calling you, by giving them the option to self-serve and get an immediate response to their simple enquiries

The result? A seamless service for your customers – no matter where they are.

Make every call count

Customers have the monopoly when it comes to choice. So the service you provide could be the reason for them to choose not to do business with you. Add to this the fact that 56 per cent of online consumers say their phone calls are becoming more complex as simple transactions are automated and getting a customer’s call to the right place has never been so important.

Inbound Contact global can help you and the customer get the most out of each call:

• Get your customer’s call through to the right place regardless of where the call originated using advanced call identification and routing features.
• Make sure the cost of your customer’s call suits them and you by shaping your calling strategy. Choose from a range of access numbers, tariffs and routing plans and ensure all your customers experience seamless service independent of their geographical location.
• Ensure each call gets answered as soon as possible and control the unexpected with integrated data mining and analysis tools.

Improve efficiency while reducing costs.

It’s a delicate balance, weighing up the expense of providing an outstanding customer experience against the cost of delivering that experience.

You need an inbound solution that maximises your chances of satisfying your customers on first contact but which can also help you save you time, money and resources.

• With physical nodes in over 37 countries, originations from more than 170 countries and terminations to anywhere in the world your contact centres can be managed as a single entity.
• Advanced call routing features, network visibility and control mean you won’t need as many agents spread over multiple sites. Plus, you’ll be able to give your agents caller information in advance, so they can deal with enquiries more effectively.
• You can even generate new revenue streams from popular services. That’s because, with some of our numbers, a percentage of the call charge is passed to you.
• Plus, research shows customers like inbound services – 76 per cent would like it if organisations offered and 0800 / freephone number

We don’t stop at inbound... we also offer integrated self service

Rather than tying up valuable agent resource managing high volume, low value enquires, like account balance checks, why not give customers the ability to help themselves by introducing self service technology?

We provide a single point of contact for both inbound and self service, so you not only reduce the volume of traffic into your contact centre, freeing advisors to focus on high value customers, but also reduce costs by up to 90 per cent when compared to the cost of putting a call through to a live advisor.

And with Hosted IVR, you’re not spending money on costly capital investment or maintenance charges. Nor does it mean giving up control. In fact, with VXML based applications we can link to your own application servers so you don’t have to re-incur application development expenses.