As you're probably aware, there have been significant changes within the industry over the last 6 months, particularly around consumer behaviour and monitoring.
Part of the change is around the focus on KPIs to allow Fonix to ascertain whether or not services are causing potential consumer harm, and how best to action any amendments to the service for ongoing compliance.
One of the key KPIs requires Fonix to measure customer care calls vs transactions, and to be able to report on any increases that might be cause for concern.
Fonix has built a new customer care interface that allows us to assign an 0330 number on a per service basis and route it to a client’s existing underlying customer care number. The platform will then log, and if required, record all calls that are routed through our system, enabling us to provide the key statistics for the regulator and the mobile network operators.
As part of this platform, we will be able to provide all customers with a direct profile of care calls which will enable you to manage trends more effectively.
We need to allocate all clients with an 0330 number and request you provide us with the terminating number for us to route the calls to. Please note you do not need to change your advertised numbers, unless you wish to, but the Fonix allocated number will be submitted to the MNOs (per service) and will need to be included in any receipt or compliance messaging to the end consumer.
We are hopeful that this will give our customers a clear overview of their customer care calls and provide valuable insight from a due diligence perspective.
Please contact email@example.com
with your terminating number per service and they will issue your new number.
Fonix Compliance Team
Feb 20, 14:02 BST