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Energy business uses in2tel telecoms for call centre campaigns
When running a marketing campaign where you expect to receive a large volume of inbound calls, it’s important to have the right systems and infrastructure in place. When keeping customers informed and satisfied, you also want to make navigation on the call as easy as possible so that they not passed from department to department and hold times are kept minimal.
An Irish energy business required a telecom solution that would assist a marketing campaign where customers would ring the business to discuss their energy provision with call centre staff.
It required a freephone number service so customers did not bare the cost. The business also wanted to monitor and analyse call statistics for various numbers and demographics.
To ensure that customers were given the right information, a waiver had to be player before connecting the caller to the call centre agents.
What we did
Providing a free method of contact for customers
in2tel provided the business with several freephone numbers. These are recognisable phone numbers that begin with the prefix 1800 and allow customers to call the business free of charge, with the energy business paying the cost of the call.
To maximise the efficiency of the call centre, in2tel implemented its IVR software with network queuing and live HTTP integration to the customer’s CRM platform. The IVR was designed to send the callers to the various business departments such as Sales, or Services.
Tracking the success of telephone marketing campaigns
Each marketing channel in the campaign used a different freephone number. This meant the energy business could measure which channel worked best and focus its marketing budget on the areas that showed the highest ROI.
in2tel’s freephone portal allows the business to login from anywhere and check call statistics such as total call attempts to each number, answered calls, missed calls, and traffic peaks.
The success of this solution meant that in2tel was invited back to discuss two further projects including supporting the business’s call centre environments and helping to provide proof of ROI for a €3 million TV campaign.