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:
Ofcom has advised that a statement on the regulation supporting 0870 number revenue share payments should be made by Christmas this year. 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.