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~ Sound of Data ~

Compliant, effective, and efficient
One of the prerequisites to provide excellent service is that
your customer service is set up properly and efficiently. These
days, customer service is available through multiple channels.
Not only by telephone but also digitally. It is important
that these channels are set up in a compliant, effective, and
efficient manner.

You want to make sure that:
• the service numbers and rates that you use are compliant
and in line with the market
• you have the right insight into and overview of all call
data
• the calls always end up in the right place
• your employees have the right tools and channels at their
disposal

Create an overview of your international numbers
Is your customer service available in various countries? Check local rules and regulations
Then it is very likely that your numbers are active with Customer service inevitably involves compliance. Regulations
different suppliers, as your first supplier may not provide regarding the use and registration of service numbers are
numbers in the new country, and you, therefore, look for constantly changing. In many countries, for instance, the costs
another provider. And so, it slowly expands. This makes it of calls to service numbers must be free or at most charged
important to have a complete overview of which numbers are at a local rate. Also, more and more countries require proof
active with which supplier/provider so that you can quickly of presence in the respective country, e.g., business address
contact the appropriate party in case of changes or problems. and ID of the person in charge. If you do not provide this,
When undertaking this overview (master number plan), it it may happen that your numbers are deactivated, and you
is advisable to include all numbers for both inbound and are temporarily unavailable by phone. Make sure you or your
outbound traffic. This includes inactive numbers that are no provider knows about these rules and regulations so that you
longer in use or that you have requested but, in the end, were don’t run into issues.
not activated.
Have complete insight and overview
If you use many different numbers across several countries,
having an overview of all your call data is extremely
important. Because overview provides insight:
• how many calls do you receive per hour/day/week/month
etc.?
• at what times do you see peaks, both up and down?
• how easily can you check metrics like average call
duration, wait time and number of missed calls?
• how many calls do you receive outside opening hours?
• which contact centre scores best when it comes to KPIs?

The more data you have at your disposal, the better you can
manage your customer service operations. Your supplier’s
contact centre software or portal may not automatically
provide all available and relevant data. A specialised number
supplier can often offer a solution and provide customised
dashboards and reports with that important data you’re after.

Efficient call distribution at all times
Incoming calls must be delivered to the right place, including
if you are internationally active and have multiple contact
centres. This must also go well when a destination number
changes and during peaks or migrations. Your customer
expects you to be easily accessible 24/7.

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