- BT.com
- At home
- Business
- UK Large business & public sector
- BT Group
- Choose Country or Region : United Kingdom
Jump to:
You are seeing this message because your web browser does not support basic web standards. Find out more about why this message is appearing and learn what you can do to make your experience on this site better.
-
BT Italia: benefiting the environment /
Identity and Fraud Management /
Inbound Analyst /
Inbound Services
Inbound Services
Be there when your customers need you
In an increasingly competitive world, quality customer service can make all the difference. If your organisation is friendly, helpful and responsive, you're more likely to benefit from repeat business and recommendations. You can offer the world's best products and services, but that doesn't matter if nobody can access them. You need to ensure that people can get a response first time, every time.
Serve your customers wherever they are
BT Inbound Call Services provide a wealth of options to help you deliver first-class customer service. You can give your customers a memorable, location-independent telephone number that will connect them directly to your advisors around the world.
Advanced call identification and routing features help ensure that your customers are connected to the person best qualified to deal with their calls. This could be at a local branch office, a national call centre, or even a location in another country. The transition is seamless, so your customers will barely notice any delay.
BT software also enables you to analyse call volumes and advisor performance. You can use this data to make organisational changes and address any inefficiencies.
Cut costs and improve service with BT
Hewlett-Packard (HP) wanted to improve their customer service in the Asia Pacific market. BT provided inbound services to three separate contact centres, each requiring a range of toll-free, local-shared cost and traditionally priced lines.
We introduced network-based interactive voice recognition (NIVR) to present callers with language and product selections around the clock. Intelligent network-based routing functions also helped ensure that calls are directed to the most appropriate advisor and location.
The new system has enabled HP to reduce overall costs, increase customer retention rates and provide a localised service - even in countries where it has no physical presence. A further benefit is improved business continuity. If a main connection fails, calls will automatically be rerouted.
