Telecoms World PLC
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CASE STUDY

Boston Mayflower provide homes and support for people in housing need and work hard to build strong communities in the areas they serve. Aiming to provide better places for people to live, they do this by embracing opportunities and working with partner agencies. A not-for-profit charity with a dedicated team of 168 members staff, who help make things happen for the local community; Boston Mayflower are recognised as an ‘Investor in People’ for their support and efforts in the sector they serve.

The Challenge

Boston Mayflower required a Freephone number for their customer service line so that was memorable and free to call for anyone needing to contact them; particularly their tenants who are predominantly low-income earners and cannot always afford to make calls. They also required a way to easily manage and review statistics on their calls.

'Our customers are at the heart of everything we do. We regularly invite them to comment on the service we provide. In 2012 they judged us to be delivering a good level of service and we have recently received the Government’s Customer Service Excellence Award for the 5th year in a row.'

Telecoms World Solution

Telecoms World provide Boston Mayflower with a memorable 0300 Freephone number which is exclusively for the use of charities and not-for-profit organisations. Being a free number for their callers means that everyone has the opportunity to contact them when needed without any difficulty. The number is managed through our online Call Management which allow Boston Mayflower to manage their calls 24/7, route calls through to specific target numbers and review incoming call statistics with our Online Call Management.

Results

Boston Mayflower have been extremely happy with the memorable Freephone number to encourage callers and improve their customer service handling. It has allowed all of their tenants easy & free access to their helpline which has contributed to Boston Mayflower winning Boston Council’s Customer Service Excellence Award for 5 years in a row! The online Call Management allows them to route calls to a specific target number during opening hours and to voicemail out-of-hours, as well as the ability to re-route calls should anything unforeseen happen - keeping their lines open. Call Analytics, has given them greater insight in to call patterns and call locations which help them manage staffing levels in their call centre accordingly.

Customer Requirements

  • Memorable number
  • Easy call control
  • Incoming call statistics

Solution Components

  • Memorable 0300 number
  • Call Analytics
  • In-depth Call Analytics