Class Telecommunications

Class provides telecommunication services to over 300 sports facilities in the UK and know from experience that without an inbound call plan, less than half the calls made to a sports centre will go unanswered.

The answer for Oxford, as it is for many other leisure groups, was a Class Inbound Solution, with the following functionality:

• An easy to remember 0844 number, where a caller pays 3p per minute from a BT phone (other networks will vary)
• A ‘Call Centre’ plan, which is set-up with the 0844 number, and configured to allow:
  • A different welcome message and menu options for in and out of hours working.
  • Callers select the appropriate centre of their choice from the main menu and are then offered further options for that particular centre through a sub-menu.
  • Sub-menu options include opening hours, speaking to an operator or leaving a voicemail to be re-contacted later.
  • These voicemails can even be forwarded as emails to a nominated email address.
  • Where the caller wishes to speak to an operator and the operator is engaged on another call, the caller is queued with music and apology messages until the line becomes free or the call can be passed to the next available operator.
• Web access to a management portal that provides:
  • An information package for comprehensive call reporting.
  • A configuration tool to make any changes to the call plan, such as time of day call routing.
  • An integrated facility to record, test, upload and change welcome and menu messages.

Benefits:

• Significant improvement in customer service and perception.
• Cost effectively enables all inbound calls to be answered without increasing headcount.
• Facilitates an increases in the use of the sport centre and revenues.
• Enables the response to marketing campaigns to be measured.
• Provides disaster recovery for inbound calls.