Inbound services

Many organisations have an understanding of who they call and how much they pay. Most do not understand who calls them and how those calls are routed. Inbound calls can offer not only -

• Income
• Disaster recovery
• Understanding and control

They can also offer

• Up to the second caller ID
• Web based statistics
• Measurement of advertising effectiveness
• Diverse routing
• Effective home working

The power of modern inbound call options can be used over the following numbers:

• 0800 – Free to the caller
• 0845 – Local rate
• 0844 – 1ppm, 2ppm, 3ppm, 4ppm, 5ppm and 5ppc
• 0870 – National rate
• 0871 – 6ppm, 7ppm, 8ppm, 10ppm and 10ppc
• 0900 – 10ppm to 150ppm and 100ppc

Have a look at the following product ranges to see what is possible:

• Menu – Allows for a virtual menu e.g. press 1 for sales, 2 for finance etc
• Mid call transfer – Allows customers to redirect a call at no extra cost to another number or location
• Operator – Virtual hunt group looking for the most suitable person available to answer the call, routing the call by skill set
• Ratio – Allows routing of calls to be spread across sites or specific numbers
• Call recording – Record calls, a certain percentage of calls or record specific calls (even if you are at the end of the call!)
• Divert – Allows calls to be diverted on busy or no answer to any other number, perfect for overflow or specific people who move about
• Time – Allowing routing of calls based on time of day and day of week
• Broadcast – allowing a recorded message to be broadcast to any phone number
• Voicemail – remote configuration, notification available via text or email
• Area – Allow callers to speak to a local site or number by routing calls from a specific area to a specific destination
• Audio – initial greeting which can be recorded and changed by the customer
• Geographic numbers – have a London number with all the functionality of a non geographic number
• Conference calling – Available from anywhere in the world
• Locator – a single dedicated number which will call you in up to 4 locations to make sure you are always reached
• Credit card – allowing for phone based payments to be made, customer must have their own merchant account
• Product ordering – allowing for specific ordering over the phone with reference numbers given to the customer and supplier
• Queuing - network based call queung, with optional product and/or hold messaging
• Whisper - whisper announce calls before they are answered
• Information capture - handle DRTV at network level
• Reference number & DTMF - capture and process information via the keypad

TWL also provides training and/or business consultancy on either a half day or day rate depending on location and customer brief.