National Tool Hire Shops - Case Study
NTHS have 87 tool hire branches around the UK, they were taking calls on at their call centre on one 0845 number or local branch numbers direct to branch.
The requirement was to be able to monitor inbound traffic per branch, so we set up an 0843 number for each branch directed to the call centre in Manchester and individual local numbers to branch, as everything was coming through Number Manager NTHS were able to monitor call traffic branch by branch, they could also record inbound calls and plug gaps in training requirements or customer service issues.
The live data allowed them to manage staffing levels, break times, identify peaks and troughs in call traffic and with a few spare numbers they could even monitor the response on advertising campaigns.
The Connected Numbers setup also allowed NTHS to set opening times on a day to day basis, send calls to voicemail out of hours, have callers on hold with greeting messages and comfort messages e.g. "we're sorry to keep you waiting, you're 1st in the queue" with hold music.
although there were some costs in running the local numbers e.g. 0207, 0161, 0131, 0121 etc. this was offset by the revenue share they received from the 0843 inbound call traffic
The day a contractor dug through the phone local network and took a huge proportion of local businesses offline was when the system came into its own, with the control and destination not being tied to a physical location or phone system NTHS were able to re-route all calls within a few minutes from an IPhone with 3G connection
National Tool Hire Shops
The requirement was to be able to monitor inbound traffic per branch, so we set up an 0843 number for each branch directed to the call centre in Manchester and individual local numbers to branch, as everything was coming through Number Manager NTHS were able to monitor call traffic branch by branch, they could also record inbound calls and plug gaps in training requirements or customer service issues.
The live data allowed them to manage staffing levels, break times, identify peaks and troughs in call traffic and with a few spare numbers they could even monitor the response on advertising campaigns.
The Connected Numbers setup also allowed NTHS to set opening times on a day to day basis, send calls to voicemail out of hours, have callers on hold with greeting messages and comfort messages e.g. "we're sorry to keep you waiting, you're 1st in the queue" with hold music.
although there were some costs in running the local numbers e.g. 0207, 0161, 0131, 0121 etc. this was offset by the revenue share they received from the 0843 inbound call traffic
The day a contractor dug through the phone local network and took a huge proportion of local businesses offline was when the system came into its own, with the control and destination not being tied to a physical location or phone system NTHS were able to re-route all calls within a few minutes from an IPhone with 3G connection
National Tool Hire Shops