6 - Area Routing - Enhanced Customer Service

A new government body, offering advice and grants to the public was set up at approximately 50 locations around the UK, usually co-located within council offices.

It was agreed that 0800 contact numbers would be advertised to encourage the public to call. Using the Area Routing function, it was possible to advertise just one 0800 number for the entire organisation. A complex network plan, listing over 3000 area codes was designed and implemented for the 0800 number. This ensures that callers are routed to their local office.

Using one 0800 number with Area Routing has meant that advertising is simple and effective, callers are managed effectively and the 0800 number is well known and closely associated with the organisation.

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