How We Delivered the Perfect Telecoms Solution for a Growing Business

24 Seven has been offering bespoke telecoms solutions to businesses large and small since 2002. We enjoy building strong, lasting relationships with clients by working closely with them to identify their telecoms needs and developing the best packages for their business.

As our Trustpilot reviews demonstrate, we have many happy customers. One of which is a busy online retailer. 24 Seven helped streamline the company’s telecoms system in a time of rapid growth, boosting efficiency and customer service. Read on to find out more.

The Problem

24 Seven was approached by a successful online retailer of pet products with an extensive range of food and items for cats, dogs, birds, fish and small animals such as hamsters. It had signed a contract with a national supermarket chain, working in partnership to launch a similar service.

It’s existing telecoms model consisted solely of landlines, which couldn’t efficiently handle the increased calls. If the landline was in use when a customer called, they would hear an engaged tone which does not give the best impression, and can be hugely frustrating.

The landlines weren’t routed to any specific department and were picked up by whoever was free, meaning time was wasted transferring calls to the correct team member. The pet supplies retailer also wanted a way to contact customers to let them know their order had been shipped without making numerous, inefficient outbound phone calls.

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The Solution

The rapid growth in call volumes meant that the existing landline setup was no longer effective. 24 Seven developed a new telecoms system that included:

1. An 0330 Business Phone Number

By switching from landlines with local area codes to an 0330 phone number, the pet supplies retailer could take advantage of all the benefits of a business line, including added functionality and the impression of a nationwide, professional business.

Growing in popularity, 0330 phone numbers cost the same as local numbers to call and are often free from most telephones because they’re included in many landline and mobile packages and bundles.

They’re quickly becoming known by consumers as business numbers, which helps to boost credibility and trust in a company’s brand on a national level.

2. Interactive Voice Response

One of the biggest issues that needed solving was the quick routing of calls to the right department. 24 Seven set up an interactive voice response (IVR) function for the retailer which included three different options.

The IVR interacts with callers in the first instance, giving choices for them to select which department they would like to speak to, for example if they want to check the status of an order or need to speak with the customer service team.

These can be selected either by keypad options and pressing the correct number, or with voice recognition e.g. “say two for customer service”.

Directing call traffic with IVR significantly cuts down on the time wasted transferring calls manually. As well as improving customer service, callers speak to the right person straight away rather than being passed from one team member to the next.

3. Call Whisper

Each of the three IVR options has a call whisper message. This tells the person picking up the phone who is calling.

Call whisper allows you to pull up customer information based on the phone number as well as know immediately if it’s a diverted call from another department or team member.

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4. Call Queuing

One of the benefits of a business phone number is the ability to queue calls. This is particularly useful during peak times to answer the calls in sequence and as quickly as possible.

For this growing pet supplies retailer, call queuing meant customers no longer heard the busy dial tone and encouraged them to stay on the line, safe in the knowledge the call will be answered.

The business also has the option to play recorded messages, such as adverts or special offers, or music whilst a caller is on hold.

5. Out of Hours Function

Many online retailers are now expected to operate 24/7. However, although the website can be accessed at any time, the people behind the business need to get some sleep. Some businesses have staff in always-open call centres, but most don’t and operate standard working hours.

To keep out-of-hours customers satisfied, 24 Seven included time of day routing for the retailer. This allowed the business to set its working hours and play a recorded message to all those callers who dialled their number outside of these times.

This function has the option to include voicemail so callers can leave messages for a call back as well as diverting the call to a mobile or another phone number that will be picked up out of hours. For example, in case of emergency.

6. Bespoke Daily Reports

The joy of setting up a business phone number is all the juicy data it can provide. This allows you to quickly identify and fix any bottlenecks and make improvements to your telecoms system. It also provides a quick overview of how well your call handling procedure is running.

The online retailer wanted to see their call statistics on a daily basis. 24 Seven sends them automated reports via email each day with precise data that includes:

  • How many callers chose each of the three IVR options
  • How much time it takes for calls to be answered once the option is chosen
  • How many calls are abandoned

We’re flexible as to what data we provide to our clients and when, depending on their preferred reporting and analysis. These reports can be sent daily, weekly, monthly, quarterly or annually, depending on requirements, and can include granular statistics or top line overviews.

7. SMS Service

An SMS service was part of the solution we delivered for the pet supplies online retailer. It required a quick and easy way to let customers know that their order was on its way.

The SMS function sends a text message to inform customers that their beloved pet’s goodies have been shipped. This reduces the time spent on outbound calls and is a secondary contact method to emails, which are not viewed as often a text message.

Offering the opportunity to receive messages via text is an added customer service benefit, and has worked successfully for the online retailer.

We Deliver Targeted Telecoms Solutions

If your business is experiencing a period of rapid growth and has outgrown its current telecoms setup then it’s time to invest in a new system. 24 Seven has 16 years of experience creating the perfect telecoms solutions tailored to each individual’s needs.

Call us today on 08000 247 247, or drop us an email at info@24seven.co.uk to find out more about our telecoms solutions.

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