Contact Centre for Smaller Businesses

The Kcom Inbound Voice portfolio is designed to handle incoming calls in the most appropriate and efficient manner possible.  These services allow you to choose between having your callers pay for the call, sharing the cost of the call with your callers or giving your callers a free call by using “Non-Geographic” numbers such as 08xx.

Inbound Number Types:

Freephone - Based on the ‘0800’ numbering scheme, all calls to these number ranges are free to the caller from fixed telephone lines throughout the UK Local Rate.

• Local Rate - Based on the ‘0845’ numbering scheme. Your caller pays a charge equal to that of a local call, no matter where in the country the call is made, and your company pays the remainder.
• 0844 Numbers - These numbers are not associated with local rate tariffs, but are charged at up to 5p per minute.
• National Rate - Based on the ‘0870’ numbering scheme. Your caller will pay for the call as if it were a nationally rated telephone call and will therefore pay different charges, depending on the national rate tariffs imposed by their access provider (e.g. BT, CWC, NTL, etc.) 
• 0871 Numbers - These numbers are not associated with national rate tariffs, but are charged at up to 10p per minute.
• 03 - An alternative to existing 08xx numbers and seen as ‘trustworthy’ because these are restricted to the national rate charge, with no additional services charges or out payments.   

With Kcom's Hosted Contact Centre Lite your callers will find the right information from the right person at the first attempt. By choosing from a list of pre-programmed menu options, the call is automatically routed to agents based across multiple locations. This eliminates the need for staff to transfer calls saving time, money and helping to increase customer satisfaction.

Creating a positive customer calling experience relies on the efficient management of your inbound customer calls and our Hosted Contact Centre Lite provides the ideal platform to handle your incoming calls effectively. 

Kcom Self Service solutions offer a raft of automated services in the contact centre through IVR and speech recognition applications that can increase customer satisfaction and dramatically reduce operational costs.

Kcom Self Service solutions are deployed within our network, a “cloud” based service, engineered to be carrier grade to provide a robust, resilient service to meet the diverse needs of you - our customers. These solutions include:

• Information Gateway - An automated voice service that enables a caller to retrieve a customer record, i.e. delivery status or account balance etc. once the caller has been identified and verified (ID&V).
• Payment Gateway – Uses a standard consumer payment capture process (debit and credit cards) and mandatory checks for minimum and full account balance payment. Kcom pass the payment details to Payment Processing Company - Netbanx Gateway (others available on request).

Kcom Self Service solutions are only available for use with an Inbound Voice service, i.e. 08 number. Using 08 numbers makes it easier for your end customers to call you, and the more calls received, the more business you can generate. Choosing an 08 number gives you a single point of contact. 

Our Contact Centre solutions will benefit your business if your business can relate to one or more of the statements below:

• Your business has large volumes of inbound call traffic and would benefit from a single number identity and efficient call distribution.
• Your company has distributed staff who deal with significant volumes of inbound call traffic, either in formal or informal contact centres.
• Communication with your end customers is mission critical to what you do.
• Your inbound voice communication includes a repetitive task that would be suitable for Self Service, providing a consistent 24hr end customer experience at a lower transactional cost.   
• Your business has a drive to reduce cost and wants to migrate to an OPEX based charge plan – paid for as a Service.