Overview

All businesses receiving inbound calls understand it is vital these calls are handled effectively and professionally, so that your customers enjoy a seamless experience from their first contact with your business. With our Call Control and Call Control Plus solutions, we offer a choice of distinctive, non-geographic phone numbers that allow you to choose how your customers call you, who pays for the call, and when, where and how your calls to your business are answered. Using Number Translation Services (NTS) including 080x, 084x and 087x, you can show that your business operates UK-wide. Your customers are encouraged to call you using numbers that are free to them or charged at the local rate. Your business could also generate additional revenues from inbound calls by choosing to charge a higher rate and receiving a payment to be called.

Benefits

• Improve the reach of your business – 080x, 084x and 087x numbers help to improve the profile of your business as a UK-wide operator
• Puts you in control – decide where, when and how your calls are answered by re-routing calls or diverting calls to additional sites at busy times
• Improved experience for your customers – never miss a call, even at your busiest times, by using features such as call forwarding to provide the best possible service to your customers
• Complete visibility – our call reporting option allows you to keep track of your calls and costs, and choose how often you receive this data
• Opportunity for new revenue streams – with 0844 and 0871 numbers costing the caller anything between 1p and 10p a minute to call you can choose what callers to your numbers are charged and get a rebate on some inbound calls
• Service excellence – our industry-leading service levels, 24/7 support, and processes certified to the highly respected international quality standard (ISO 9001:2000) mean you can be assured of a best in class service

Technical features

There is a wide choice of non-geographic numbers:

• 0800/0808 Free to the caller
• 03xx Geographic Rate
• 0845 Local Rate
• 0870 National Rate
• 0844 up to 5p per minute*
• 0871 up to 10p per minute*
• * cost from BT land lines – calls from mobiles and other networks may be higher

Call Routing Features:

Time, day and date control

• This feature allows you to divert calls to a different location out of hours, on certain days or on certain dates – such as bank holidays.

Distribution control

• Automatically distributes incoming calls evenly between two or more locations, so you can maximise your resources by spreading the load of answering calls and customers have their call answered swiftly.

Divert control

• Re-routes your calls to another number or numbers of your choice if your main number is busy or unattended.

Disaster Recovery

• The ability to switch to a backup plan to change how your calls are handled in case the unexpected happens – from your receptionist being off sick to your PBX developing a major fault.

Area control

• Lets you route calls from a single, non-geographic number to a call agent or office nearest to the caller, giving your customers the reassurance of a local response.

Announce control

• Enables you to direct your customers to an announcement you can change at any time, so that you can always keep them informed, even when you can’t take their calls in person.

Message control

• Customers can listen to a personal announcement from you and leave a message – an ideal solution for simple requests such as asking for a brochure.

Call Recording

• With our Call Control Plus service you can switch call recording on and off and listen to calls after they have been made. Call recordings are kept in our secure environment for you to listen to or download as you wish. Call recording is becoming mandatory in many industries now.

IVR Management

• With our Call Control Plus service you can upload your own Interactive Voice Recognition (IVR) recordings and build complex inbound call handling options to make sure calls get routed to the correct department internally to allow you to give your customers a better service.

Call Whisper

• If you have one team that does several functions (sales, customer services etc) you can have different 08xx numbers – e.g. 0800 for Sales and 0844 for service which go to the same team and with our Call Control Plus service your team will be told by a “whisper” which number the caller dialled.

Call reporting

• Our call management service lets you receive report information on the number of calls received, their duration, as well as geographic reports telling you where the calls originated from, so you can measure the effectiveness of local marketing campaigns. You can also choose the frequency of your reports, which are available daily, weekly or monthly. You can view your call data online or receive it by email.
• Our Call Control Plus service has enhanced reporting including a real time dashboard that allows you to build reports on what’s important to your business whether it’s the number of calls received out of hours or the split of calls handled by each branch office. You decide what gets reported with a simple drag and drop interface and a graphical report builder.

FAQs

What makes THUS Call Control different to other providers?

Call Control has been designed with nothing but customer interaction in mind (it’s all it does after all!) and offers a unified and integrated experience

Can I use an ordinary Geographic number?

Call Control Plus can also work with normal geographic numbers. You can either port your numbers across, or choose some new ones and still get access to all the features.