Revenue Generating Calls
Improved Customer Journey
Manage All Locations From A Single Portal
Automated Inbound Call Routing
Instantly Re-Direct Calls To Other Stores
Report On Stores Inbound Call Stats
Retail Solution Overview
Use Non-Geographic Numbers for all stores and UK IT Networks will build a cloud based auto-attendant / virtual switchboard on our UK IT Manager platform, for each store you have, whilst paying you for all your inbound calls.
Based on an average of 10,000 inbound minutes per store per month, over 100 stores, changing your store number to an 0843 or 0844 number on UK IT Manager would create additional revenue for your business to the value of £180,000 per year.
The Potential Issues The Retail Sector Faces At Store Level.
Missed Calls: Customers calls may be missed
Engaged Calls: Having 1 or 2 lines at each store, can cause high number of engaged calls.
Customer Experience: Customers having to redial to call the store, then re-dial to speak to head office.
Lost Business: May lead to customers calling your high street competitors.
Productivity: Levels may drop as employees could be tied up on calls which could otherwise be dealt with at head office.
Cost: Paying unnecessary fees to make minor changes to store phone systems or remote call forward if the sotre moves.
The resolution to the issues above can be found using the UK IT Manager platform.
By moving to a 0843 or 0844 number range will provide a low-cost call to your customers, retain your national presence, and comes with a generous out-payment for all of your inbound traffic. 0843 and 0844 numbers are safe from future price changes implemented by OfCom, such as those recently on 0845 and 0870 numbers.
Once UK IT Networks have provided your new numbers or ported your existing numbers, we can build your new virtual switchboard for each store individually, allowing you to fully test them before seamlessly switching them on.
If you would like to keep your local geographic numbers then we can even port these and provide all of these services on your existing geographic 01/02 numbers.
Enjoy quality with UK IT Networks. We understand that taking services from us is not just about investing in our products, but also investing in our team. For this reason we offer;
- Dedicated Account Manager
- 24x7 UK based support
- 99.995% uptime service level agreement on our inbound number services
Can be used with any number, anywhere, from any device - available on both geographic (01/02) and non-geographic (08/03) numbers and accessed through a secure, cloud based, user friendly website that can be accessed from any device.
Ease Of Use
Easy to use, the entire service is designed to be jargon free, intuitive, and enables users to become very productive, very quickly.
Immediate to set up, everything's online and directly feeds into UK IT Networks Tier 1 carriers giving the ability to instantly create or make changes to call plans, announcements and other features.
No Capital Outlay
No set up costs means that it can be funded out of operational spend, enabling quick decision making and implementation.
Retail Solution Benefits
NGNs can tidy up your business image by providing consecutive numbers for your main number and fax number. Also they can be easy to remember, and give your business a unique approach within your sector e.g. A food company could use 0844 324 3663 (0844 business rate, 3663 is alphanumeric for 'food' on the phone).
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.
NGNs can be used as a revenue generator into your business. Your business could opt to take 0844 numbers, and by doing so receive a rebate on all inbound calls. This may help to reduce overheads or offset outbound telephony expenditure.
Time Of Day Routing
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Regional Area Plans
Geographic regional 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.