Class Telecommunications

Case studies

1. '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

2. Class helps mental health charity simplify their telecoms administration and save money

   Managing a voluntary organisation with sites and projects spread around the country can be can be a difficult business. In the case of Hafal, a national mental health charity, having 63 projects across Wales presented a considerable administrative challenge, particularly in establishing an efficient and money-saving approach to telecoms.

3. Multi-level-menu call plan gives customer the answer!

   Providing a single number to enable customers to contact any one of seven sports facilities in the Oxford area could have been a challenge, particularly at busy periods where the person answering the phone is also dealing with reception duties.

4. 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

5. Sports Trusts brief Class to reduce their expenditure without sacrificing quality and service

   A growing number of sports trusts are moving to Class for their communications requirements.

6. 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

7. Why the NACCC opted for Class

   Selecting Class as their single telecoms supplier provided the best solution for the National Association of Child Contact Centres (NACCC)