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.

Also see:

• Case study 1 -Call statistics - Effective Marketing
• Case study 2 - Itemised Call Statistics - Quality Management
• Case Study 3- Call Recording + Call Statistics -Effective Management
• Case Study 4 - Call Recording - Market Research and Staff Training
• Case Study 5 - Area Routing - Reduce Marketing Costs
• Case Study 6 - Area Routing - Enhanced Customer Service
• Case Study 7 - Alternative Routing Plan - Disaster Recovery
• Case Study 8 - Percentage Routing - Disaster Recovery
• Case Study 9 - Ratio routing - Reduce Marketing Costs
• Case Study 10 - Call Whisper - Effective Marketing + Customer Service
• Case Study 11 - Call Recording - Marketing Assessment
• Case Study 12 - Call Options - Effective Call Handling
• Case Study 13 - Voice to email -Improved Call Handling and Customer Service