A Building Society with a large number of branches used a dedicated call centre to receive calls from their advertising campaigns. Over time, they looked to reduce their marketing costs and found that the call centre formed a significant part of the marketing budget.
All marketing campaigns advertised 0845 numbers, which offer a range of routing and programming options. It was recommended that the calls could be spilt on a percentage basis and routed to predetermined branch offices, obviating the need for the call centre.
A number of the larger branches (12) were selected, and ratio routing was implemented on the 0845 numbers. This meant that calls were shared equally between the offices on a percentage basis, each receiving approximately 8% of the total.
Through using the available technology, the Building Society has been able to reduce costs, maintain service levels and make best use of staff resources.
Also see:
Following the delayed implementation of changes to the 0870 and 0871 NGN ranges, originally due to be in place by 1st February 2008, Ofcom have now released their modified proposals. Read more »
Please Note - To ensure ITC provide our valued customers with the highest levels of service our minimum call threshold per client is 10,000 call minutes per month.