Optus Inbound Call Centre Services in Australia

Optus Inbound Services
Communications solutions that encourage your customer to call.
At Optus our vision is to lead Australia in outstanding customer experience and we believe our people are at the heart of this. We are passionate about creating a climate that encourages our people to achieve their best - personally and professionally.

The key objective of the role is to minimise churn through customer satisfaction and maximise revenue by passing sales leads to the appropriate sales channels or converting recontract opportunities internally.

The Premium Care Team Leader will manage Executives whose primary role will be to provide a dedicated and personalised level of support to our most valuable Small Business Customers.

SMB Customer Care provides a supportive and complete level of service, and is committed to fostering a positive working relationship within the Small Business segment

As Optus aims to grow our market share, SMB Customer Care will continue to support the implementation of future Business products and aim to maximize our revenue and reduce churn.

OPTUS INBOUND SERVICES
Optus’ Inbound Service solutions provide your customers with a convenient and cost effective way to communicate
with your business. You can choose from one or more of the options below to provide a solution that best suits your
organisations needs. Inbound Number Portability is now available in Australia. This will allow you to choose your preferred
Service Provider for Local rate 13/1300 or Freephone 1800 services, while retaining your existing Inbound number.
OPTUS FREE ACCESS 1800
Allows your existing customers or prospective clients to call you free of charge from a fixed line phone, from anywhere
in Australia.
OPTUSACCESS 13
Your number is short and memorable to your customers, and your customers know they will only be charged for a local
call, to call you from a fixed line phone, anywhere in Australia.
OPTUSACCESS 1300
A 10 digit number where your customers are guaranteed to only pay the cost of a local call, when calling within Australia,
from a fixed line phone.
OPTUS KEYWORDSTM
Ideal for effective marketing, Optus KeywordsTM turns your inbound number into a word for easy recall and customer
call-to-action. Your Optus Keyword can consist of either a 1800, 1300 or 13 number, and up to six or four letters
respectively. For example:*
• 1800 CINEMA
• 13 HIRE
• 1300 DOCTOR
And why not link your keyword name with your website name to reinforce your brand image?
eg. www.doctor.com and 1300 doctor.
*The above KeywordsTM are only examples of how KeywordsTM can be used and may not be available.
FEATURES AND BENEFITS
Grow your Market Share Growing your market share is about making your product or service the easy choice. Providing
your customers with a convenient and cost-effective way to communicate with you is fundamental to the success of your
business. That’s why we offer Optus Total Access Services (TAS) – a family of flexible and low-cost inbound services that
make it easy for your clients to contact you.
ENCOURAGE YOUR CUSTOMERS TO CALL
Optus Total Access Services provide your customers with a convenient and cost-effective way of communicating with you.
Customers’ calls from fixed line phones are either toll free or charged at local rates, which encourages them to stay in
touch and improves your levels of customer service.*
*Please note that customers calling from mobile phones are charged at their applicable carrier rates.
MAXIMISE YOUR RETURN ON INVESTMENT WITH ACCESS CONTROL
A range of advanced Access Control features enable you to tailor your Total Access Service to suit your business
requirements. You can choose different coverage areas for your service on a national or statewide basis with the flexibility
to extend your service coverage as your business needs grow or change. You can also control which callers are able to get
through to your Total Access Service and reduce costs by barring certain kinds of calls, such as those from mobiles, local
calls, or calls from specific phone numbers.
IMPROVE PRODUCTIVITY WITH CALL ROUTING
Our intelligent call routing technology ensures every call is directed to the appropriate destination, every time. Calls are
automatically routed to answering centres based on criteria that you specify, such as the time of day, day of the week, or
public holidays and similar events.
This streamlines your call management and ensures your resources are effectively utilised. Calls can also be directed
to the office closest to their point of origin. Recently implemented Mobile Originating Location Indicator (MOLI) technology
has extended this feature from fixed phones to mobile phones. So you can enjoy the convenience of a single national
service number with the assurance each call is routed to a local answering point. Call routing technology improves the
level of service to all your customers and it allows you to reward your most valued clients with preferential treatment.
The phone numbers of up to 500 clients can be stored in a data base that automatically transfers their calls to a priority
answering point.
INCREASE YOUR MARKET PENETRATION WITHOUT INCREASING YOUR COSTS
The Total Access Services Intelligent Network offers you the extensive benefits of Interactive Voice Response (IVR)
technology. IVR technology significantly reduces your costs while delivering a full service to your customers 24 hours a
day, 7 days a week.
Calls are directed to their appropriate destination through a series of recorded voice prompts. The destination can be a
number, recorded announcement or any other Total Access Service feature. IVR technology can also direct your callers by
requesting their postcode, personal identification number or the desired extension within a PABX.
ENHANCED EMERGENCY DIVERSION CAPABILITIES
The technologically advanced Total Access Services Intelligent Network ensures you can provide continuous service to your
customers, even under emergency conditions. You have the flexibility to divert all calls to another full Total Access Service
in the case of an emergency at a call centre. While you own this backup service, it is only used during emergencies and the
inexpensive fees give you peace of mind.
COMPREHENSIVE CALL OVERFLOW FEATURES
Call Overflow significantly reduces the amount of lost calls. With Call Overflow, you can send calls to an alternative
number if your first number is busy. You can also divert calls if the destination number is not answered within a specified
time-frame. These features help you to provide your customers with an efficient and responsive Total Access Service.
PROMOTE YOUR BUSINESS WITH OPTUS KEYWORDS
Optus Keywords turns your phone number into a word for easy recall and brand reinforcement. They are an effective sales
and marketing tool because they are easy to use and hard to forget.
AN INVESTMENT FOR THE FUTURE
You can suspend your Total Access Service for up to twelve months and pay only a small service suspension fee. This gives
you the freedom to activate the number to correspond with promotional activity and protects your initial investment.
BUILD CUSTOMER LOYALTY WITH PERSONALISED SERVICE
Optus Intelle Centre is a new service that provides your customer with a more efficient and personalised service. Optus
Intelle Center routes each call to the most appropriate and first available agent across the entire centre while the call is
still in the Optus Network. As a result, the caller is connected to an agent with the minimum delay and to the agent best
suited to in assisting with their needs. This allows the agent to spend more time effectively servicing the customer and
maximising the value of each customer contact.
Optus Intelle centre provides multimedia contact centre capabilities and intelligent contact routing to enhance customers
relationships. Multiple contact channels – from web, phone, chat, collaboration and e-mail – can be managed in an
integrated fashion to provide a unified customer experience.
POTENTIAL USES
Optus Total Access Services is typically used by companies to allow their customers or potential customers to contact
them at little or no cost. These companies typically provide goods or services to business and/or consumer markets.
Case Example
Consider a large retail organisation with outlets and stores in multiple locations throughout both metropolitan and regional
centres. The organisation wanted to improve their customer satisfaction levels by servicing customers at their nearest
outlet, thus personalising their customer’s experience with their organisation. The retailer carries several product lines
and in an attempt to streamline customer enquiries they want to introduce a product selection menu to direct callers to
the most appropriate department, whilst also being able to handle after hours calls.
The retailer engaged Optus to develop an inbound calling solution that would allow them to streamline and personalise
the customer experience. The solution required establishing a single customer enquiry number allowing customers access
from anywhere within Australia. The national enquiry number utilised the Optus origin routing feature to automatically
direct callers to their nearest retail store. Callers were then greeted by a menu option asking them to select the specific
product they wish to enquire about. Callers would make the selection and be routed through to the appropriate department
within the nearest retail store. The service was also configured with a voicemail service for capturing ‘out of hours’ calls.
This solution significantly improved the efficiency of customer call handling by sending each caller to the department
within their local store, that was most suited to answering the customer enquiry. The solution dramatically reduced
operating costs by re-distributing call handling resources to each of the retail stores, making them available to handle
both telephone and in-store enquiries. This solution also assisted in reducing telecommunications costs by delivering each
call to the nearest local store, whist improving customer satisfaction levels by handling calls locally and actually resulted
in an increase in retail sales.
FURTHER INFORMATION
Optus Intelle Centre is part of a range of integrated business solutions provided by Optus to help your business grow.
For solutions for all your business needs, contact your Optus Account Manager or simply call our Hotline on 1800 555 937.
For further details about our latest range of business solutions, please visit our web site at optusbusiness.com.au
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