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Contact Centre Geographic Number Overview

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The main challenge a Dialler manager or Contact centre manager faces day-to-day, is ensuring the productivity of their agents is kept to a maximum. This can be challenging, as managing the answer rate of outbound calls depends on a number of different variables.

Working with our customers, we suggest using virtual geographic 01/02 numbers relative to their clients location, to improve the chances of the call being answered.

In excess of 90% of calls are answered when presenting 01/02 numbers in preference to 08 or distant geographic numbers, is what can be expected. When people don’t recognise the caller’s number, or see a non-geographic number, they’re much less likely to answer.

We can allocate blocks of different geographic number ranges into your UKIT Inbound portal which you can then program into your dialler or phone system to present when making the outbound call.

How Will Virtual Geographic Numbers Assist Your Business?

If your customer lived in Manchester, then you’d present an 0161 number when you make the call to them, this way they are more inclined to answer the call as the number range is recognised.

We can provide 99% of 01/02 geographic numbers within the UK and can have new numbers allocated to your account within 2 working days.

Contact Centre Geographic Number Benefits

IVR Auto Attendant

Inbound Auto Attendant empowers you to build IVR services on screen using our intuitive web portal. IVR services can be tailored fully to your requirements, and allow for multi-level menu options to be created easily, with each call leg having all call plan options and network features available. Professional voice recordings can uploaded to the platform straight from a P.C.

Auto attendant provides you with an out of office message facility, this can be used to advise the caller of a relevant time to call back, your opening hours or give them the ability to leave a message for a return call. Interactive Voice Response (IVR) allows you to upload file announcements to an inbound call plan as a way of communicating with callers.

Use IVR to provide callers with call routing options and announcements to inform them of details such as opening hours and website address when the office is closed.

Call Queuing

By queuing your calls in our Inbound network platform you can keep your callers up to date on the position they are in the queue and give the caller the option to breakout to voicemail, or to an alternative destination. You have the option to play comfort messages to your customers, promoting your business products while they wait.

Inbound call queuing will assist with call handling during busy periods. Use real-time queue statistics to monitor and make instants changed in terms of queue management with optional queue breakout and overflow preferences to an alternative destination, announcement or voicemail service. Project onto a wallboard to give immediate feedback to call handling agents.

Pre-build DR call plans integrated as part of your overall Inbound queue solution. As this is deployed from the cloud, there is no hardware required on site and you are not limited by your local line capacity.

Fax To Email

This service allows any 08/03 or 01/02 number to be converted in to a fax receiving telephone number in seconds, allowing your business to receive faxes by email wherever you are. This is a dynamic solution available with no installation or pre-ordering, allowing for fast connection of service. You can have each document delivered to multiple email addresses at the same time, with the service able to receive virtually unlimited faxes simultaneously, meaning no engaged tones for the fax sender.

Hunt Groups

Incoming calls can be routed to a pre-defined list of destination numbers in sequence until a call is answered or routed to voicemail, allowing for several people or groups to be offered calls in turn. Multiple Hunt Groups can operate at different times or specific days, allowing maximum flexibility. When the 'Round Robin' feature is enabled, the hunt group sequence is re-ordered when each incoming call is received so the same destination number does not always get offered the call first, allowing for an even distribution of calls across the group.

Automated Surveys

Offers callers the ability to respond to an automated series of questions either verbally or using their phones keypad. This is a popular service when pre-screening calls prior to connection to ensure the caller meets set criteria, reducing the physical time spent by staff. Data Capture can also be used in competitions or voting, or to calculate direct customer service feedback. Response data and recorded calls can be provided via the Number Manager web portal, or delivered by email to FTP.

Call Recording

Is a network-based application which can be activated instantly in seconds. As this service is deployed from within the network, no hardware or software is required on site meaning no installation is required. Fully scalable to any size organisation, large or small, this is the perfect solution for our customers requiring a call recording solution, without incurring a capital expenditure cost. Recordings can either be downloaded from the UK IT Manager or MyInbound web portal, or delivered by email or FTP at the end of each call. Call Recording is available on all inbound numbers (even ported BT landline numbers), and outbound IDA/CPS call traffic.

Advanced Statistics

This service will enable your marketing department and call centre manager to look in great details at where and how calls are being routed. This enables your business to make targeted marketing campaigns, and ensures you can refine your inbound call handling plan to improve the callers experience.

Time Of Day

Time of Day routing enables your business to specify how your Inbound calls should be routed according to what time of the day it is. Calls can be routed to; another destination, our of hours play audio or voicemail to email on a bespoke call plan.

Call Whisper

Call Whisper via the Inbound platform offers the agent answering the call the advantage in knowing which number the caller has dialled by playing a one way pre-connection message.

This can be useful when your business is taking incoming calls on behalf of others, or you would like to ensure the caller is greeted in a particular way dependent on which number is dialled.

Whisper can be setup to be heard by both parties or simply to the answering party. The bespoke message can be recorded by yourselves or one of our professional voice recording artists, and can be changed easily on the platform.

Inbound Voicemail

Voicemail via Inbound allows the caller to leave a voicemail message which is then emailed to a designated inbox as a .wav file attachment. The wav file attachment can then be opened and played through any P.C.

Alternatively you can retrieve your voicemails online via the Inbound platform. To setup voicemail, all you need to do is, record your voicemail greeting via your P.C or via the smart phone application.

Voicemail to email can be setup at any point on your call plan. Whether it’s out of hours or a breakout from a queue, your voicemails can be sent to an individual or group email address.

Geographic Area Plan

Geographic Area Plans via your inbound numbering services allows you to customise the routing of calls dependant on the area code they are calling from or their full telephone number.

As an example if your business’ head office was in Glasgow, you may want to route your calls from Scotland to that office. All other calls you could be routed to your secondary office in London.

Alternatively your business may have VIP customers. In which case you may want their calls handled differently, and route these calls away from Queues and directly through to call handlers.

Disaster Recovery

Disaster recovery on Inbound will enable your business to divert your calls automatically on answer, busy, or network failover. A failover divert allows your business to be able to plan for business continuity in the event of hardware failures or line faults at site. The divert can be pre-configured in the platform, so when attempting to deliver the call, if the network receives a ‘fail’ signal from your phone system or phone lines, the call will be re-routed to an alternative call plan, network voicemail or announcement.

Additionally each of your numbers can have multiple bespoke inbound call plans set against them. For instance you may have a ‘Fire Drill’ call plan pre-built which plays a network announcement to all callers. This will allow you to invoke this call plan until business returns to normal. Call plans can be invoked via the Inbound web portal or mobile phone application.

Frequently Asked Questions

Discover the answers to our most popular questions below

How long does my 01/02 number take to activate?

If your 01/02 number is ordered before mid-day, it should be made live the same day. Otherwise it’s the next working day. We take time to ensure your 01/02 number is connected correctly, so would rather take the extra few hours to make sure you have the access you need than rush your 01/02 order through. We also strongly advise that you do not, publish, market or disclose your 01/02 number until it has been confirmed as live.

How do I know if my dialler can manipulate the outbound number presentation?

Most diallers have the facility to map a specific number to be presented against a prospects geographic location. Our clients use diallers including Aspect, Noble and Avaya, and none of these have any issues.

How do I know if my ISDN30e or SIP provider will allow multiple geographic numbers to be presented?

Your ISDN30e or SIP provider will need to have presentation type 3 or 5 enabled. BT Openreach, Virgin Media, Cable & Wireless are all fixed line providers that can support this service. If you find that you cannot present multiple geographic numbers, then it may be worth speaking to one of our sales team about transferring your services to us.

Our clients try to avoid answering our calls. How often can we change the 01/02 number within the dialler?

We suggest our customers take a batch of each number range. So rather than a single London 0207 geographic number, we’d provide 5. This way you can mix up which numbers you are presenting.

Can anyone call our 01/02 phone number from anywhere in the UK? What about Internationally?

All callers will be able to call your 01/02 number from the UK and from abroad.

What other features are available on my 01/02 number?

We provide your 01/02 numbers will all the services listed on our features page. This includes network call recording, queuing, auto-attendant, hunt groups, call ratio, fax to e-mail, advanced stats and more.

Can I point multiple 01/02 numbers to the same campaign team within our call centre?

Yes you can point as many virtual geographic numbers as you like back to a single number. Using our advanced stats tool on our inbound platform, you can then log the number of calls made against each campaign 01/02 number.

What is the up-time guarantee on virtual 01/02 numbers?

All our 01/02 numbers are provided with a 99.995% up-time guarantee for delivery of voice.

Are my 01/02 calls placed over Tier 1 carrier networks?

We only place our numbers on Tier 1 carrier networks. Resilience is more important than our commercial offering; therefore we’d never consider an inferior carrier network for our customers 01/02 numbers.

What support do I get with my 01/02 number?

We are proud to still be offering a 24x7x365 UK based customer support team, in addition to a desk based account manager. We understand the impact it would have on your business if your 01/02 numbers stopped working. For this reason it is important to us, to ensure that communications are not jeopardised by routing the calls over-seas.

Is it possible to get a memorable 01/02 phone number?

Yes. Our numbers are ranked via a ‘star’ system. A 1* 01/02 number would be a standard grade number i.e. ending 6305, where as a 5* 01/02 number may end in 9999. We do look to offer discounts on multiple number purchases, and therefore ask that you contact our sales team to discuss your requirements in more detail by emailing [email protected] or calling us on 0844 324 8575.

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