acd A Customers Guide to Do you have something special to interest the overseas buyer? Have you reached the limits of your domestic market?

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1 acd A Customers Guide to Universal Freefone Service Do you have something special to interest the overseas buyer? Have you reached the limits of your domestic market? Do you want to expand your business by making your products more accessible to customers around the world but feel that it s a target too big, costly and too difficult to hit? This guide explains how easy it can be to advertise and service overseas markets using a Universal Freefone number. You can establish a presence in another country in a matter of weeks. It has all the attractions of a national Freefone 0800 number and more.

2 Now the Global Market is just around the corner What every business needs is a quick and simple way to gain access to, and service, new markets. To expand internationally, exploiting overseas demand for niche or specialist UK goods without compromising the service provided to UK customers, is an ideal way to achieve this. By far the quickest, simplest and cheapest way to do all of that is by using Universal Freefone. Univeral Freefone is free to callers wherever they are in the world (Important note: please see Mission Critical Applications section at the end of this guide). Callers outside the UK dial the number direct to your business and pay nothing for their calls in any of the countries that provide a freephone service *. Because the call is free it provides an immediate incentive for customers to contact you. (Note: This product is not recommended for data calls.) The following pages give an overview of the Universal Freefone product:- BT Network International Carrier Calls are delivered to your UK Business Number Overseas Telephone Provider Calls originate from overseas using a Universal Freefone number +800 XXXX XXXX Fig 1. How does it work? Universal Freefone numbers are standard numbers administered by the International Telecommunications Union (ITU). You will need only one number for all the countries you want to reach. These numbers are in the format +800 XXXX XXXX, where + is the code for international dialling. In the UK this is 00 but in other countries this access code could be different. Calls to these numbers are delivered to your chosen UK business number(s) over BT s dedicated inbound network. See Fig 1. * In some countries, charges up to the local rate may be applied

3 Where can you use it? Universal Freefone numbers are available in more than 25 different countries. With this kind of coverage, it is possible for the smallest of companies to become a major international player. A full Country Availability List stating where Universal Freefone service is available from is provided in the Customer Information Sheet UFS/01 document. What can you do with it? Exploit the worldwide attraction of free numbers. A Universal Freefone number can speak volumes for your business. Just like its domestic Freefone counterpart for callers in the UK, it encourages customers to contact you. It makes it simple for them to call, because the call is free and the number is easy for them to remember. Customers associate a Freefone number with a quality service, an easy way to order goods and get help and advice, a business that cares enough about its customers to pay for their calls. If you re paying for the call, the overseas customer feels comfortable about spending the time to articulate what he or she wants from you. They can afford for you to discuss products and services in depth, which is going to make them more confident about decisions to buy. With Universal Freefone you can create exactly the same powerful impression in all the major business centres of the world. More importantly you need advertise only one number throughout the countries providing service. How can it help me? By featuring a Universal Freefone number in overseas advertising and direct marketing campaigns you can afford to take on overseas competitors without having to hire local staff or set up an office. What you save by avoiding local set-up costs can be channelled into providing a doorstep delivery service to compete with local firms. It is genuinely possible to make distance and time completely transparent to your relationships with overseas customers. Minimise the risk of exploring new territories. Universal Freefone minimises the potential risks of doing business in faraway, unfamiliar territories. You can use your number to test the market first, checking things out for real by talking directly to real customers. You need only roll things out in a big way when you re certain the market is there. You can test and launch in one country at a time, and spread the costs of gearing up your UK operation to meet new demands. You avoid the risk of over-extending yourself or generating demand in countries where it is impossible for you to provide effective delivery.

4 How versatile is it? Universal Freefone provides the tools for you to provide multilingual services. Calls can be routed by their country of origin to voic services that automatically speak the caller s language. Or you could handle all calls through a single answering centre staffed by multilingual operators. Just because the Americans are five hours behind and they re nine hours ahead in Japan, doesn t mean you have to stay up all night to answer the phone. Calls can be routed out of hours to nominated numbers, where people are on call. Fax and voic can work around the clock taking orders, picking up new leads, and recording enquiries ready for you to follow up next day. TimeLink DayLink DateLink Service DistributionLink BusyLink CommandLink CourtesyLink QueueLink What it does Routes calls to different locations according to the time of day. Routes calls to different destinations according to day of the week. Enables special treatment for calls arriving on public, local and company holidays. Routes calls to different locations based on their percentage of total call volume. Routes calls to alternative locations when primary centres are busy. Your number can be equipped with an advanced services plan to achieve incredible routing flexibility and call completion success rates. The following options are available:- Stores a number of pre-defined alternative routing arrangements, instigated on demand via BT's 24- hour service centre. Issues a courtesy announcement if it is not possible to complete the call. Holds calls in a queue when lines are busy and advises callers via a recorded announcement. How it can help Overcomes time differentials. Keeps you open 24 hours. You can stay open to handle weekend callers. You can schedule resources in advance to deal with callers when just about everyone has a day off. You can distribute calls across a number of call centres to make best use of resources in each location and ensure every caller gets through. Ensures every call is answered even at your busiest times. Vital to provide fallback if your communications systems are suddenly out of action. Re-assures callers while they wait to be connected. Calls can be queued and handled on a first-come, first-served basis to minimise the wait for patient callers.

5 ServiceView is also available with Universal Freefone. ServiceView is a PC-based graphics tool that enables you to look at how your call centres are performing, and to make changes to routeing and call plans on-line. The Enhanced Information Statistics (EIS) package enables you to evaluate the service from the caller s point of view by investigating call handling performance on individual numbers. Calls can then be redistributed to ensure that the maximum number possible are answered. Many Countries. During 2001 BT are launching the new Horizon intelligent network, a major investment in Telemarketing Services. This will provide businesses with the capacity and innovative features you need to support marketing, sales and service applications well into the 21 st century. The more you use the number the cheaper it gets Quarterly rentals apply per number for each country in which you activate your Universal Freefone number (this includes activation within the UK). You can, of course, have more than one number operating in any one country. A one off connection charge is levied by the International Telecommunications Union for the administration of the Universal Freefone number. A Lasting International Calls are priced by the second (with a minimum call duration of 6 seconds) and vary from country to country. You can have incoming calls routed to different answering points, or as many Universal Freefone numbers delivered to a single answering point as you require. However, different prices apply if you require calls to be answered outside the UK. Identity. If you use Universal Freefone in more than one country, and you achieve certain call volume thresholds, special discount schemes will reduce the cost of your calls which in turn increases the revenues generated from your overseas business. Most customers will qualify for discounts on their call minutes. Discounts start at relatively low thresholds, so even the smallest business can expect to generate enough traffic to qualify for cheaper calls. If you are able to generate larger volumes of traffic on your numbers, you may also be able to take advantage of BT s International Telemarketing Package or World Plus contracts offering further discounts on call prices. Ask your Account Manager for current details of rental and call prices, plus discount options, for the countries that you want to reach. Customer Service Top quality service is provided to service owners through the support of over 130 dedicated BT customer service staff. Lots More Customers. Provision: BT has a standard 10-day lead time for the provision of Universal Freefone. However, some overseas operators are unable to meet BT s speed of provision. BT will work in partnership with you to plan your requirements carefully. Fault Repair: When something goes wrong, speedy repair of faults is critical. BT has a dedicated team - available to you 24 hours a day, 365 days a year - to clear faults on BT s network. They are experts in problem diagnostics and correction, and will understand your call-routeing plans.

6 Universal Freefone makes it easy for customers to reach you from a vast and growing international market. A Freefone prefix is recognised in all countries as a free call. This means you can count on being able to use your number(s) consistently throughout your international campaigns. Cover the world from your home base. Enter overseas markets at the drop of a hat. Make a small market bigger without increasing the size of the company. Price more competitively by minimising the margin needed to cover local operating costs. Compete on equal terms because customers won t know you re not local. Beat time zones and stay open round the clock. Be there for overseas customers and operatives. Reach people who would never dream of calling you long distance or doing business with a company outside their country. Corner a niche market by offering something people just can t buy at home. With access from more than 25 countries, a string of attractive discount packages, plus a flexible range of call management services to maximise your overseas performance, Universal Freefone from BT is your opportunity to profit and compete in markets abroad. Australia Austria Belgium Canada Denmark Finland France Germany Hong Kong Iceland Ireland Israel Italy Japan Korea, South Luxembourg Malaysia Netherlands New Zealand Norway Portugal Singapore Spain Sweden Switzerland USA For more information about BT s Universal Freefone service contact your Account Manager or call Freefone

7 Mission Critical Applications BT currently recommends that International Freefone is used in preference to Universal Freefone for mission critical applications. Payphones It is important to be aware of the following access issues: Access to Universal Freefone (+ 800) from payphones is, in general, less available than domestic free-phone numbers. Mobile Only very few mobile operators world-wide give access (free or air time charges) to Universal Freefone (+ 800). Hotels Some hotels may either bar access or charge for access to Universal Freefone (+ 800) or even levy a charge based on their (limited) number analysis identifying country code 800 as being a country in world numbering zone 8. PBX s International call barring on PBXs includes international numbers like Universal Freefone (+ 800). Multi-carriers Some multi carrier countries may not yet have BT UK access from all of their carriers. =============== Resolution of these access issues is being actively progressed by the international toll-free community. Updates will be given as further information becomes available. In the meantime, it is recommended that International Freefone is used in preference to Universal Freefone for mission critical applications.

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