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Client Brief
Tayside Police required a telephone number that, when dialled, enabled them to automatically determine the nature of the call and the location of the caller to ensure that the correct department picked it up. One of their departments works specific hours so it was crucial that when they were unavailable their calls were directed to another unit automatically. The force also wanted the ability to divert all of their non-emergency calls to a selection of alternative numbers instantly which would be chosen depending on the situation.
Solution
We were able to design a two-part call management solution for Tayside Police. Firstly, caller options and sub options are used to determine the nature of the call and the area the caller is from. This ensures that each call to their non-emergency number is directed to the relevant location automatically. On top of this we were able to add a sophisticated time and day plan that enables the force to select what hours/days their departments are able to take calls. Outside of these hours the force can choose an alternative location that the calls will automatically direct to.
Northamptonshire Police wanted to be able to play messages to callers that dial their non-emergency number in order to alert them to a known incident. They also needed to be able to change this as and when they required with immediate effect.
We built a solution that allows Northants Police to upload their own audio messages on their non-emergency number within seconds.
Their customised call management system enables them to add, remove, update and change the messages on their number with ease.
Narcotics Anonymous is a London-based, non-profit making organisation that serves to provide help and advice to people whom drugs have become a major problem in England, Scotland & Wales.
The organisation's 24-hour Helpline is manned by a number of volunteers based in different locations. This meant, to guarantee all calls would be answered, the charity needed to be able to divert Helpline calls to the various landlines and mobiles of the people on duty at 9 different time periods, 7 days a week.
Diverting calls manually 9 times a day for 7 days would be completely impractical so the organisation needed to be able to do this automatically, quick and easily.
By providing Narcotics Anonymous with an 0300 Helpline number, we were able to design an online solution that enables them to pre-set precisely where their calls go at 9 different time frames, 7 days a week.
The solution is laid out in a user-friendly calendar format and the organisation can make changes by selecting which day and time-frame they need to alter and then simply typing in up to 5 different telephone numbers that calls to the Helpline will go to during this specific period. For example, if the first number allocated between 7am and 10am is engaged it will automatically send the call to the second number and so on – until it’s answered or goes to Voicemail to Email.
Ebay Motors wanted to be able to allocate telephone numbers to their dealers as and when required. They also wanted to be able to find out how many potential car buyers were responding by phone to ads placed on the website.
We were able to provide Ebay Motors with a large batch of non-geographic numbers along with a fully customised web service that enabled them to distribute their numbers to their dealers as and when required. We also able to supply them with a sophisticated call statistics package which detailed exactly how many calls each of their numbers received, call durations, missed calls and more.
This client specialises in supplying used cars from a number of branches based in England and Wales.
The company had over 300 non-geographic numbers with another provider that it used for its various marketing campaigns. The type of campaign determines which branch the calls are diverted to and because the business had so many numbers it needed to be able to easily control this with the option to record calls if required.
We were able to port the company’s numbers to us and develop a unique online solution that enabled them to literally ‘drag and drop’ their numbers (represented by user-friendly icons) into an on-screen section dedicated to each branch. They can also use the same method to turn on/off the call recording for each number – all of which are activated instantly.
Dpivision.com Ltd wanted a way of managing large volumes of calls to its 0845 number, in order to keep more callers on the line and reduce the amount of its missed calls. The company wanted a simple and convenient way to achieve this without having to install expensive in-house equipment.
Working with Dpivision.com Ltd, we decided that a call queuing feature, in conjunction with its existing 0845 number with us, would enable the company to manage a large volume of calls, meaning that more callers would stay on the line and reduce the number of missed calls to its customer support line.
The company also wanted its callers to know which position in the queue they were – as an incentive to stay in the queue for longer. With this in mind, we were able to specifically customise their call queuing feature so that a recorded message informed callers of their position in the queue.
DIPT Ltd wanted to significantly reduce the amount of time their staff spent on transferring telephone calls from their head office to their satellite branches. They wanted to do this without having to promote separate contact numbers for each depot.
We were able to offer DIPT Ltd our customised Zone Plan Service. Zone Plan works in tandem with all of our memorable non-geographic numbers and functions by identifying the location of callers (based on their dialling code) and instantly transferring them to their nearest branch or depot without interruption. For example, if one of DIPT Ltd’s potential customers phoned 0845 230 60 70 from Sheffield, they would automatically be put through to the company’s nearest branch in Chesterfield. This ensures that all calls are answered by the right staff and that each customer is receiving a truly local service.
