Tile Master

Tile Master are a successful franchise network with a range of cleaners, sealers, machines, tools and over 200 service reps across the UK and Europe; enabling them to assist their clients with all their floor requirements.

The Challenge

Tilemaster operate from a central, head office in Cheshire but have a network of franchises around the UK. From their main website, potential customers can view information about their products and services and find a local service rep that serves their area. Visitors to the site can also view a dedicated page of their local Tilemaster rep with further information about the rep and their experience. Tilemaster wanted to advertise local numbers for their service representatives in each area but were initially unsure how to procure and manage numbers on a large scale.

Telecoms World Solution

Working alongside
Telecoms World, Tilemaster were allocated a large range of virtual landline numbers for each of their regional service reps. These numbers were incorporated in to Telecoms World’s Call Statistics platform so that Tilemaster are able review call figures and call handling on each number. These numbers are centrally managed by head office and diverted to each service rep with Call Whisper and Bespoke Announcements also incorporated.

Results

Tilemaster are delighted with the way they are able to centrally manage their franchise network. They hold a list of local geographic numbers which can be allocated to regional service reps by diverting calls to individual mobiles or landlines. When the service rep answers a call on their personal phone, they are first greeted with a Call Whisper advising
them that the call is from a Tilemaster customer; in the meantime, the customer is listening to a Bespoke Announcement that they are being transferred to a representative in a town local to them and to please hold. This allows the customer to know that are being dealt with efficiently and gives the service rep the opportunity to answer the call professionally as “Tilemaster”. Tilemaster is extremely happy that they are able to manage their brand and the service levels their customers receive. Allowing them to immediately divert calls away from service reps who are not complying with the company’s values and professionalism. Call Statistics also allows them to monitor call volumes in each location and assess whether another service rep might be required.

Customer Requirements

• Range of UK-wide local numbers
• To review incoming call levels
• Protect and manage their brand
• Maintain
  professional appearance
  

Solution Components

• Memorable 0800 number
• Virtual Geographic Numbers
• In-depth Call Statistics
• Call Whisper for their service reps
• Bespoke Announcements for their customers