Call Queuing is regularly used by organisations
to alleviate peaks that can occur in call traffic such
as those caused by a sales promotion, popular booking
lines or customer service centres.
Our Call Queuing service can be used
to hold a defined number of callers in a queue until
such time when someone is available to take the call.
It will continuously play music or a customer-defined
message and look for the next line to become available.
You
can change the settings for this service in real time
by using a simple web based interface.
| • |
Define
how many incoming callers will be held in the
queue. Excess callers will be played an announcement
to phone back later. |
| • |
Service
can play a welcome announcement on first connection,
giving your callers a more professional experience.
|
| • |
Play
either music or a promotional announcement to
customers whilst on hold. |
| • |
Define
how many call handlers are available to take calls
and on what phone numbers they can be reached. |
| • |
Allow
individual call handlers to log on and off the
system thus enabling them to work shift patterns
from any location. |
| • |
PIN
enable access allows you to give your customers
access to pre-determined amounts of call time.
Great for those of you who wish to give new customers
free support, but have established customers pay
for support calls.
|
| • |
Play
an out of hours announcement message for when
your business is taking no incoming calls. |
| • |
View
call statistics showing the number of calls received,
the length of queuing time and call duration. |
| • |
|
| • |
This
service is not available on number ranges that
charge by the call, nor is it available on premium
rate numbers starting with 09 or personal numbers. |
Regulatory
Requirements
The
premium rate industry is governed by PhonepayPlus, the
body responsible for regulating premium rate services
within the UK. PhonepayPlus have issued a code of practice
that must be adhered to by all service providers and
network operators. http://www.PhonepayPlus.org.uk/pdfs_code/11th_edition.pdf
IV
Response are unable to provision any numbers until service
providers have registered with PhonepayPlus http://www.PhonepayPlus.org.uk/service_providers/setting_up_services/application_forms/default.asp
and have applied for prior permission where necessary.
http://www.PhonepayPlus.org.uk/service_providers/setting_up_services/prior_permission.asp
If
all of this appears confusing to you, please do not
worry. Give us a call on 0870 005 5000 and we will be
more than happy to assist you, and help you to get you
idea off the ground.
