Class Telecommunications

Case Studies

1. Volunteer recruitment campaign benefits from network based call management plan

   Faced with the challenge of receiving a high volume of calls from a nationwide campaign to recruit volunteers, our customer needed to ensure that all calls were handled promptly. In the region of 100,000 calls were expected in a short period of time - it was important to record and capture all caller details for fulfilment

2. 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

3. 'Regional Based' call routing plan gives callers the benefit of local advice

   Our customer planned to improve the way calls to a central 0844 legal advice helpline were handled, and to ensure that callers were able to talk directly to their local office by calling one non-geographic number. In the case of Scotland, this was particularly important due to the differences in Scottish law. A facility to record calls was also part of the customer's requirements

More case studies