Inbound Voice Solutions and Inbound Telephony

Inbound Voice Solutions

With nearly 20 years experience in providing telecommunications services to the business sector, Macquarie Telecom is uniquely positioned to offer industry–leading inbound telephony services for your business.

We offer easy to remember national 13, 1300 and 1800 numbers plus a number of international toll-free inbound services. This means callers can reach you free of charge or at a flat local rate, regardless of where your business is located.

What’s more, choose from a variety of intelligent call routing options, including caller location, time of call or specific answer points.
Additional features of Macquarie Telecom’s Inbound Voice Solutions include:

• Industry-leading activation times
• Flexible billing National coverage
• Selected caller access
• Customised call barring
• Mobile phone location routing
• Flexible call distribution
• Day of week and holiday routing
• Scaled call flow management
• Real time web-based call flow management
• Web-based call reporting

Inbound Call Plan Manager

Macquarie Telecom’s Inbound Call Plan Manager is a highly flexible management tool that gives you the ability to manage your inbound voice services from your desktop, anywhere in Australia.

As well as offering non-geographic and easy to remember 13, 1300 and 1800 numbers, Inbound Call Plan Manager allows you to design, build and monitor the distribution of incoming calls to your business.

Features of Macquarie Telecom’s Inbound Call Plan Manager solution include:

• Easy to use interface: The graphical interface can be accessed via your Internet browser 24/7. It allows you to quickly and easily monitor your services, make real time changes and program future activations.
• Location and time routing: Direct incoming 13, 1300 and 1800 calls based on the location of the caller, time of call, day of the week and whether the caller is using a mobile phone or fixed line.
• Destination routing: Re-direct incoming calls based on available resources or when a particular answer point can’t take the call. You can also ‘splay’ a certain percentage of calls to a specific answer point, or even prioritise selected customer or supplier numbers.
• Increased visibility: The MacquarieView online management tool provides detailed reports on call profiles, traffic patterns, trends and anomalies. This visibility enables you to make more informed call centre management decisions such as the efficient allocation of resources.
• Future planning: Secure business critical services by pre-defining a recovery plan for when unforeseen circumstances arise.

Inbound Voice Reporting

The Macquarie Telecom Inbound Voice Reporting tool offers you complete visibility of inbound call traffic on your 13, 1300 and 1800 business numbers. What’s more, you’re able to manage and monitor this traffic thanks to a user-friendly and intuitive online interface.
As well as providing detailed call data, the Inbound Voice Reporting tool gives you the insights and information needed to make ongoing strategic business decisions.

It enables you to:

• Measure the effectiveness of sales and marketing campaigns
  - Identify the location of callers to ascertain where you should focus your marketing efforts.
  - Identify the time and day of callers to target your marketing activities to the appropriate times.
  - Identify call volume peaks and troughs throughout the year.

• Manage your staffing levels
  - Determine call volumes by time and day to plan staffing resources.
  - Determine the volume of calls per answer point to compare various geographic locations.
• Manage your staffing levels
  - Determine call volumes by time and day to plan staffing resources.
  - Determine the volume of calls per answer point to compare various geographic locations.
• Reduce operational costs
  - Streamline your operations by allocating appropriate staffing levels based on data collected.

More information on Inbound Voice Solutions and Inbound Telephony

Contact Macquarie Telecom. Australia’s most highly accredited telecommunications operator and winner of the ‘Best Customer Care’ category at the World Communication Awards.

Learn how consumer electronics company, Sharp, saved 20% on their fixed voice costs by switching to Macquarie Telecom.