Simple 'Time of Day' call routing plan ensures success of 24 hour helpline

Setting up of a new 24 hour helpline created a potential problem for handling calls out of office hours and at weekends. Our customer has been able to organise a team of volunteers working from home to receive calls to the helpline on a rota basis, but needed an affordable call management solution to route calls to them

Class call plan solution

• 0800 number
• A ‘time of day’ plan to route calls to the office during office hours, and to the home workers out of office hours, including weekends
• The 0800 number is pointed to the home worker landline number – either on a pre-determined rota basis – or using a more advanced system that allows the home workers to log on – and log off – according to their availability to take calls.
• A management information package to provide all relevant call statistics

The benefits

• The 0800 number encourages people to call
• The calls are handled on our network freeing up the customer’s resources and allowing the home workers access
• Complete call handling flexibility
• Our management statistics package enabled the customer to evaluate all the call pattern data enabling efficiency modifications to be made to the home worker rota
• Low cost flexible solution
• Easy and quick to set up