A virtual branch switchboard that distributes calls across branch offices and service centres with built in business continuity

With the re-emergence of the local branch network, and the focus upon face-to-face customer engagement, greater demand is being placed upon technology to harness call handling resources across the organisation.

The Virtual Branch Switchboard distributes calls across the branch network according to precisely-defined business rules to ensure customer calls are answered promptly and effectively. Calls can be shared between the local branch, nearby branches or centralised operations as required — with the ability to change the call-flow for inhours and out-of-hours operations.

Improved customer service

Customers access the virtual branch switchboard by calling a single telephone number, which may be a local, national or non-geographic number. If busy, calls may be queued or instantly routed to another branch or central service-centre, delivering immediate improvements in customer service. And since not all customers are created equal, callers may be designated as ‘VIP’ with elevated service-levels being provided to such customers.

Service management and reporting

Virtual Branch Switchboard administrators can manage and fine tune the service from any location and without the need for any special equipment. SmartNumbers promotes best practices in customer service by providing detailed reports on each call, showing peak call times, how calls were handled and by whom. Service Level reporting is provided online and through comprehensive management information (MI) reports.

Built-in voice continuity

Should staff be denied safe access to a branch, SmartNumbers ensures that customer calls can continue to flow as normal. Branch managers and staff can log into the service from any location and direct call-flow to that location. If required, calls may then be delegated to other colleagues, branches or to a service-centre with no impact on the caller's experience. Assured call-handling in times of crisis can protect both revenue and reputation.