A Virtual Contact Centre service that distributes calls across multiple office, mobile and home-based agents

Improve customer service

Bringing in home-based agents or agents from remote offices during peak periods, can instantly bolster headcount when needed – enhancing customer service and dramatically improving first call resolution. And it can all be achieved with a few simple mouse clicks.

Reduce costs

Virtual Contact Centres reduce office overheads, travelling costs and even benefit the environment. Empowering staff to work at home reduces agent churn and keeps staff recruitment costs to a minimum. And as an ‘on demand’ service with no equipment costs, you simply pay as you grow. The service is available on BT OneBill for clarity and control over billing.

Fast time to service

BT SmartNumbers is embedded in the BT network, so you need no new hardware or software. Agents, specialists and counsellors can log in at any office, mobile or at home and immediately be included in their skill groups. You get fast time to benefit and a service with built in business continuity.

Service management and reporting

Contact centre administrators can manage and fine tune the BT SmartNumbers service from any location and without the need for any special equipment. Service reporting is provided to administrators and managers through on-line monitoring screens and through comprehensive management information (MI) reports.

Reduce the cost of business continuity

BT SmartNumbers avoid the cost of building redundant assets such as a mothballed call centre. And when a disaster occurs, a strategy that enables customer service staff for example to log in at home is not only cheaper, it is much faster; and the financial impact of the interruption is far less than would be required moving staff to back up facilities. The service is available on BT OneBill for clarity and control over billing.

About BT SmartNumbers

BT SmartNumbers next generation voice services provide Flexible Working, Virtual Contact Centre and Business Continuity managed solutions across any combination of fixed, mobile or IP networks (PBX, PSTN, Mobile, Featurenet, Hosted Voice and VoIP networks).