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Today more and more companies are thinking of how they can increase effectiveness in the sale of goods and services, how they can improve customer care and also about how expenses and call centre staff (responsible for calls) can be kept to a minimum.

One of the most effective instruments in the support of the sale of goods and services is the introduction of so-called call-centre ‘hot-lines’. The main advantage of hot-lines is that they help to establish a personal contact between your company and the consumer. With the help of hot-lines, a corporation or a medium-sized company can take on, for the client, the role of consultant and can even become an information ‘desk’.

Call-centres are generally employed by:

• Banks and insurance companies;
• Providers of information services;
• Offices of large companies;
• Trading companies;
• Transport services (by air, road and rail);
• Questionnaire marketing services.

Call centres are mostly used to promote ‘complicated’ goods, the purchase of which requires additional information (such as electrical appliances, automobiles, medicine, cosmetics, etc.), in promoting medical and cosmetic goods and as an element of advertising and sales-stimulating campaigns.

Having dialled (usually a series of easy-to-remember numbers), the consumer gets answers to his/her questions about goods or services which interest him/her. In a number of cases, companies set special ‘Freefone’ numbers where all national calls to that number are paid by the company (the owner of the number).

These telephone numbers are widely advertised and, once the subscriber has dialled, allow him/her to receive detailed information about the topic in question. Information in relation to all calls to the call-centre is noted as is the content of each individual call.

Functions of the call-centre:

• To receive a call and provide services menu;
• To connect the subscriber to the required service or to give out information automatically;
• To connect the subscriber to the required service or to give out information which has been previously recorded (recorded messages and facsimile documents) or to give out instantly-formed information from the data-base of the company’s automated information system;
• To manage accounts over the telephone in full or part form with or without an operator (in automatic manner);
• To connect to the operator and then to the required specialists or, in their absence, to leave a voice message;
• To identify the service card owner;
• To receive a request from the subscriber to be connected to a particular number or to any other service;
• To connect or provide any other service or (in cases where connection is not possible) to inform the subscriber;
• To register and to charge for services provided to the subscriber in accordance with the appropriate charges already programmed on the system;
• To transfer the subscriber into any part of the ‘dialogue’ with the system;
• To support conference ‘mode’;
• To gather statistics (‘real-time’) and archived statistics (‘off-time’);
• To optimise the call-centre structure.

Mastertel can provide you with full information in relation to the ways in which you can introduce the call-centre into your company. Mastertel will also not only set up a telephone number with a large number of lines but will also select an easy-to-memorise customised telephone number, will offer a few variants of the required hardware/equipment and will set up a special program maintenance system.