The Importance of Inbound Telephony Services in the Public Sector

We understand the importance of calls to your organisation. The challenge of ease for customers to call you and efficient call routing to the right department are critical factors for good customer experience and service efficiency.

The public sector is one of the busiest industry sectors and the ability to handle inbound calls efficiently is critical. Leaving callers on hold for too long or routing people through to the wrong department, is not only costly to your reputation but also impacts your bottom line.

Wavenet offers Inbound Telephony Services as part of the RM3808 Network 2 Framework in Lot 4. Our commitment to Public Sector organisations is to deliver a managed service that is designed to ensure you can effectively manage inbound calls. Answering calls quickly, routing efficiently and allowing your organisation to be more flexible.

We understand the challenges faced within the Public Sector and are dedicated to providing solutions to these.

Flexibility and Scalability

With the ever-changing needs of your organisation, the ability to scale services as required is one of the key benefits of an inbound telephony system. An inbound solution system from Wavenet gives you the ability to scale your telephony services to reflect your needs, this can be down to seasonal call volumes e.g for university clearing or in response to unexpected events such as flooding.

The ability to route calls based on a number of variables from voice recognition to keying a number means that calls can easily be transferred to the correct team and gives users the flexibility to route calls to other departments to support in times of high call volumes.

Cost

Public sector organisations are under constant pressure to provide exceptional services and digital transformation whilst remaining cost-effective.

Wavenet's inbound telephony solution is implemented into your existing telecommunications structure, removing the need for costly infrastructure upgrades or expensive equipment. Reducing costs and making better use of existing physical resources within your organisation. Scalability further improves in cost efficiencies and gives you a future-proofed platform on which to grow.

Customer Service

Excellent customer service is no longer a nice-to-have but a need-to-have.

Today, individuals are more demanding than ever before, with higher expectations of the service they receive.

Inbound solutions ease the pressure to deliver this level of service by quickly routing calls to the department that can best serve the customer, the addition of hunt groups, number recognition and automated routing further enhance the service.