BT Wholesale Enhanced Telemarketing Services
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Transcript of BT Wholesale Enhanced Telemarketing Services
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BT Wholesale
Enhanced Telemarketing Services
Customer presentation
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Contents
• Enhanced Telemarketing Services (ETS)
• Why choose ETS?
• Value added services
• Management Information and control
• Enhanced Information Statistics
• BTW’s commitment to quality of service
• Contracts
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“A Non Geographic Number Inbound service for resale, specifically tailored to the wholesale
sell-through market.’’
ENHANCED, RE-PRICED, RATIONALISED AND RE-LAUNCHED
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Enhanced Telemarketing Services
A broad range of advanced features available:• Messagelink 1&2• Caller Provided Information (Voice and DTMF)• Simple Inline Messaging
Freefone (0800/0808) Valuecall (09xx) BT (0870)
BT (0845) Call Optimiser Contactcall (0844/0871)
BT Call Director Internet Populator International and Universal Freefone
Functionality and features are the same as BT’s standard Inbound
Telemarketing Service.
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Enhanced Telemarketing Services
• Non geographic number Inbound Service, 0870, 0871, 0800, 0844, 0845 built for the Service Provider market
• Based on BT Global Service’s Inbound Services offering used by 93 out of the FTSE 100 companies
• Different contractual wrap for Re-sellers and the wholesale market with web portal and help desk
• Competitive pricing - bespoke and dependent upon aggregated volumes of minutes
• Service further enhanced with value added services
• Supported by a team of service specialists and an implementation team
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Why choose ETS?
• Highly scalable NGN platform with very broad range of advanced call plan features
• Network reach – avoids the need for multi CP network call conveyance
• Competitive pricing with industry leading call completion rates
• Broad range of call analytic features
• Porting agreements with most CPs
• Leading player with huge experience of the retail NGN market
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BT Inbound Network
• Inbound numbers are delivered over a dedicated network
• The network can handle over 1,600 calls a second and is designed to process 99.999% availability
• Average percentage of calls successfully switched through the network is 99.8%
• £190 million investment in a new Inbound network
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Value added services
• BT Call Director enables dial in over PSTN to record a message to a number used in emergencies
• Increased granularity on DTMF call routing – 8 digits for end users
• Intelligent daily CDRs allowing Service Providers to build their own statistics showing answered, engaged and missed calls
• Termination to mobiles
• Call queuing with an option to recognise a busy tone, not just count simultaneous calls
Futures….. network based call recording and text to speech
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Management information and control
• Inbound architect– secure web based portal providing a single point of access to reporting
and call routing control products
– access to control advanced routing plans, changes to call plans are achieved within a few minutes
– near real time statistics up to 3 minutes old and updated every minute
• Inbound analyst– management reporting tool that provides a suite of pre-set reports and ad
hoc reporting tools to analyse call data
– analysis is based on enhanced raw call data supplied by BT
– reports can be presented graphically, numerically and can be customised
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Enhanced Information Statistics
• EIS allows SPs to monitor the efficiency and effectiveness of their call answering resource
• EIS reports are available online via Inbound Architect web tool
• EIS is a powerful marketing tool, giving SPs a high level of insight about their callers -
– origin of call analytics
– average call duration report
– effective and ineffective call analytics
– daily call analysis
– time of day call analysis
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Typical call volumes
• A bank – 35,000 calls a day
• A charity – 250,000 calls in 8 hours
• Another charity – 540,000 calls in 6 hours
• TV show – 1.4 million calls in 2 hours
• Another TV show – 2.5 million calls in 2 hours
A HUGE MARKET POTENTIAL TO CAPITALISE ON
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BT’s commitment to Quality of Service
• BT provides a world class Customer Service Guarantee Scheme - we pay compensation if we fail to meet our contractual commitments
• BT provides fault response 24 hours a day, 365 days a year
• 96% of business orders are completed within agreed timescales
• 94% of business customers are satisfied with billing accuracy
• 90% of business faults are cleared within 5 working hours, the majority are cleared in minutes
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Sales support
• Coherent sales engagement jointly through BT Wholesale and BTagilemedia sales specialists team
• The BTW Account Team will work with you to provide you with the right solution for your business
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Contracts
• The ETS Inbound Services contract applicable to resale is comprised of -
– BT Contract for BT Communications Service (Telemarketing Services)
– Service Schedule for BT Communications Service (Telemarketing Services)
– Supplementary Terms for Resale – applies if resellers have Hosted ISR or ICM
– Order Form
– Any relevant annex to the Order form
• Call Payment (from BT to the reseller) must be made within 30 days from the billing date
• Draft contracts available on request