Welcome to the TTNC Blog


Introducing a new service from TTNC – Call Screening

January 26th, 2012

We’ve just added a brand new service to our list of Call Management tools. Here’s a little bit more information about Call Screening and how you might find it useful when used with one of our virtual telephone numbers.

Firstly…

Call Screening will tell you which number your calls are coming from. This means, if you’ve got more than one number, you can gauge which number is getting you business.

Secondly…

You get the choice of when to accept a call. To accept a call you’ll need to hit a button. This means, that you can better manage the calls coming in, choosing between taking calls yourself or letting them go onto the next destination or your voicemail (if you’ve set this up with us).

Thirdly…

It also means that if you’re forwarding to a mobile, your personal voicemail on the mobile will never answer the call. Again, you can let the call go to the next destination or voicemail. You can guarantee that our Voicemail will only answer the call when you want it to.

And finally…

Call Screening is bundled up as part of the Enhanced and Everything Packages or available as a Bolt On to add to individual numbers. These can be added to your order once you’ve chosen your numbers.

Or if you’re already a customer, log in to your account on the Novero Platform to add Call Screening to your numbers.

UK young people hungry to use mobiles for good

January 23rd, 2012

We like a good news story – here’s one we’ve just received from the PhonepayPlus newsletter:

A national competition that challenges young people to use their mobiles for good in their community saw a 330% increase on entries in 2011 – this massive increase questioning the more negative stories about young people and mobile phones.

The competition finalists will be converging on ITV’s London headquarters on 24th January to take part in a mobile giving ‘dragons’ den’, battling it out for awards of up to £1,500 to help turn their socially-minded ideas into reality. The nine groups of young people have been picked from schools and youth clubs nationwide. They will be pitching their ideas to a panel of judges (which includes representatives from companies such as BT, O2 and Three), in the hope of securing funding and ongoing business mentoring courtesy of Live UnLtd, the young social entrepreneurship support organisation.

The competition is part of the PhoneBrain youth education programme (www.phonebrain.org.uk), which was set up by PhonepayPlus (the UK regulator for premium rate telephone services). Now in its third year, PhoneBrain helps young people recognise the services on their phone that might cost them more, but also highlights the opportunities associated with these emerging technologies via the social enterprise competition which is open to 11-19 year olds. For the first time in 2011, the programme has been rolled out to youth clubs throughout the UK via the Clubs for Young People network, in addition to schools in England and Wales.

The enthusiasm shown by this year’s entrants to use their phones for good mirrors a recent report from nfpSynergy supported by the Charities Aid Foundation, which found that over 70% of charities see the potential of mobiles to engage with a younger generation of donors.

Ann Cook, ITV’s Director of Interactive & Managing Director of ITL, said:

“We are so excited to be hosting this event in partnership with PhonepayPlus. At ITV, we have recently seen the value of charitable text donation first-hand with our hugely successful ‘Text Santa’ appeal, which aimed to raise awareness and money for those most vulnerable during the festive period.

“To date, we have raised £4m for six different charities as a result of this programme, and it is really inspiring to see young people also recognising the potential of mobile as a tool to encourage giving. I can’t wait to meet all the finalists on the 24th.”

Many of the ideas are not just about giving money, but rather tackle how people can use their phones to donate and share time, assets, skills, knowledge and support. One of the proposals is for a mobile game linked with real-life charity and volunteering – for example, a young person who spent two hours volunteering in their community would be awarded the next level of the game as a result.

Another idea being showcased on the 24th is ‘e-Tips’, a concept developed by PhoneBrain finalist Siobhan Giles, 13, of Avonbourne School in Bournemouth. Siobhan is hoping to cross the generational tech divide with the service. Siobhan leads an after school club for older ‘Silver Surfers’ who want to engage with digital and mobile technology. e-Tips would allow older people to text any tricky questions they may have outside of the club to young advisors who would step in to offer advice and support via their mobiles.

Siobhan said:

“My idea, e-Tips, is a text service which our club members will be able use if they run into any problems following a session. For example, if they have a specific question about the internet or if something pops up on their phone that they’re unsure about. We’re really keen to support local elderly residents and ensure they do not have to fight digital exclusion alone – e-Tips will help us do that.”

PhonepayPlus’ Chief Executive, Paul Whiteing, commented:

“All of these innovative, socially useful ideas from young people point to charity text donation being the tip of the iceberg of what smartphones and micropayments, such as premium rate, can offer to volunteers, community groups, charities and social entrepreneurs. We are working hard with charities and the wider premium rate industry to ensure that this growth area of giving retains the confidence of potential donors and is a space where innovation can flourish.

“I am looking forward immensely to judging the competition and wish all the finalists the best of luck in their preparations.”

New 0207/0208 London numbers released

December 20th, 2011

We’ve recently been able to release over 600 new 0207 and 0208 London numbers. So if you’re gearing up for an Olympic year, you’ve got more numbers to choose from.

Get a new London number from £95

If you’ve not already got an account with us, you can start searching for numbers directly on the website. All our available numbers are shown using the Number Search tool.

Find the one you like, order it online and be up and running today.

Existing customers – Log in to your account on the Novero Platform and you can start your search for a new London number. As with any of our numbers, it will be allocated to your account straight away and you can be ready to receive calls in minutes.

Limited availability

Ofcom won’t be releasing any more ranges of 0207 or 0208 numbers. This means that it’s often a struggle to find these sorts of numbers. We’ve managed to secure several hundred this time, but there’s no guarantee that we’ll be able to top these ranges up again, so get them while you can.

Ofcom publishes Consumer Experience Report

December 6th, 2011

Ofcom today published its sixth annual Consumer Experience Report which looks at how the communications market delivers benefits for consumers in terms of competition, choice and price.

It also evaluates how Ofcom’s work has benefitted consumers over the past 12 months.

The report found that fewer consumers are experiencing harm from silent or abandoned calls as a result of Ofcom’s action against companies who make them.

Just under a quarter of consumers (23 per cent) experienced an abandoned call during 2011, down from over a third (35 per cent) in 2009. The number of consumers experiencing silent calls has also fallen from 30 per cent in 2009 to 24 per cent in 2011. This follows Ofcom’s enforcement action to target companies who do not comply with Ofcom’s rules.

The full news release is available on the Ofcom website.

Latest customer service satisfaction levels revealed – Ofcom research

November 25th, 2011

Ofcom today published its latest research revealing levels of satisfaction with the ten biggest communications providers’ customer services.

The research covers landline, broadband, mobile and pay TV providers with a market share of 4 per cent or more.

Here’s an excerpt from the research regarding landline services:

The main reason consumers contacted their landline provider was to change their package or service.

Satisfaction with Sky’s customer service was significantly above average, with customers particularly pleased that advisers took their questions or issues seriously, were willing to help resolve issues, and offered a goodwill payment or compensation.

Dis-satisfaction with TalkTalk’s customer service for complaints handling fell by 22 percentage points and ratings have also improved in many other areas of customer service since February 2011.

Virgin Media customers were less satisfied than average with overall customer service. There was an increase in the number of issues not satisfactorily resolved, and a decline in customer loyalty since February 2011.

Customer service ratings have generally improved in the landline sector since 2009 for BT, Sky and TalkTalk.

The full news release can be found here.

PhonepayPlus registrations pass 3,000 mark

October 25th, 2011

PhonepayPlus’ new industry-wide Registration Scheme now has more than 3,000 premium rate telephone services (PRS) providers signed up.

PhonepayPlus, the UK regulator of PRS, launched the Registration Scheme in April and registration became mandatory on 1 September 2011, when PhonepayPlus’ new Code of Practice came into force.

The Registration Scheme will provide details of all PRS providers in the UK, with benefits for both consumers and industry – helping PRS companies with their due diligence, while giving consumers better information about premium rate numbers and customer care lines. Importantly, the Registration Scheme will help the regulator to better target enforcement at the providers causing consumer harm.

Paul Whiteing, PhonepayPlus’ Chief Executive, commented:

“We are delighted to have over 3,000 providers registered with us. This is good news for the PRS industry, good news for consumers and good news for PhonepayPlus. As we look forward to working with industry to embed and enforce the new Code of Practice, it is reassuring to know that thousands of PRS providers are registered with us. This helps us to target enforcement which, in turn, helps build consumer confidence in PRS and prevent damage to the PRS market.

“We will pursue non-registered PRS providers, who will be in breach of the new Code. Any providers contracted with non-registered providers will also be in breach of the new Code, even if they are registered themselves. So we urge any stragglers – who are now very much in the minority – to register as soon as possible. All providers should check that their clients are registered.

“From the very start – when the Registration Scheme was only an idea – we have worked hard to consult with the PRS industry and to carefully consider and act on its input. That does not stop here. We continue to work with industry to improve the Registration Scheme and build consumer confidence. We will shortly undertake an evaluation of the Registration Scheme and we look forward to wide-ranging input, from all PRS providers in an increasingly diverse market.”

PhonepayPlus publishes 10-week public consultation on app-based mobile payments

September 28th, 2011

PhonepayPlus has published a public consultation on its proposed Guidance for app-based mobile payments.

PhonepayPlus has been following developments in the applications (‘apps’) market for some time. There can be no doubt that apps are revolutionising the way digital content is consumed and paid for in the UK. Apps have the ability to enrich the lives of millions of consumers and are a growing and important part of the UK’s digital economy. However, just as with any technological development, they can have their downsides. PhonepayPlus is working closely with many industry providers to understand developments in the apps market – both the opportunities and the threats.

The aim with this proposed Guidance is to intervene early to ensure that those downside risks do not have a detrimental impact on consumers, children or, indeed, the many legitimate providers of innovative new digital services.

PhonepayPlus’ new outcomes-based Code of Practice, which came into force on 1 September, is accompanied by Guidance that sets out our likely interpretation of Code rules. Guidance does not form part of the Code and is non-binding on the decisions of PhonepayPlus Tribunals in the event of an investigation which requires them to adjudicate. However, it is likely that providers who have not followed any Guidance relevant to the service under investigation will be invited to explain how they have complied with the Code by other means.

The Code was published in March with 22 pieces of Guidance, and the new Code allows PhonepayPlus to change or add Guidance from time to time, subject to reasonable notice and appropriate consultation. The proposed General Guidance Note on ‘Applications-based payments’ is intended to join the suite of Guidance.

The 10-week consultation closes on 5 December 2011 and details of how to respond are included in the consultation document. PhonepayPlus are particularly eager to receive feedback to these proposals from those providers who are likely to be regarded as Level 2 providers (i.e. information providers who are the final link in the premium rate delivery-chain) in an investigation under the new Code. Based on our proposals, it is these providers who are likely to have to adapt their current business processes to ensure compliance.

Invite friends to join TTNC – get £10 call credit for free

September 21st, 2011

Refer-a-Friend

We want our customers to be talking about our numbers and services with their friends, suppliers or anyone associated with their business. Hopefully the quality of our service is reason enough, but we’ve decided to give a little incentive just in case.

And for those friends that join us? We don’t want them to think this is all about the existing customer. We’ll give them a welcome gift as well.

Here’s how it works

Step 1 – It’s all about sharing a TTNC Customer Reference Number and it doesn’t matter how it’s shared.

Step 2 – Once the friend has chosen their numbers and Call Management services, when they sign up, a Reference Number needs to be filled in.

Step 3 – As soon as they’ve created their account and bought their number, we’ll add £10 of call credit to the existing account and £5 extra to the new friends account – for nothing. We’ll do this every time someone enters a TTNC Reference Number when creating a new account.

Spreading the word

Here are some useful tools we’ve put together to make it easier for our customers to share their reference numbers and send their friends to TTNC – all of which can be managed from their account on the Novero Platform.

Add a ‘Referral Button’*

How about putting a little Referral Button on a website, blog or email? When someone clicks it, they’ll be whisked off to our website with the Customer Reference Number already attached for when they go on to order.

*Please don’t display any of our Referral Buttons on any web page or any website that contains any hate-related, violent, sexually explicit, or illegal content.

Twitter/Facebook

We’ve taken the liberty of writing a brief tweet/status update for our customers. This will just share a link that will send people straight to our home page, and just like the referral buttons, it will have the Customer Reference Number attached.

Email

Finally, we’ve created a tool that will enable our customers to send emails to their contacts that will again link them to our website with their Reference Number attached. They can send them one at a time, or upload a CSV file full of people to tell about TTNC.

Don’t stop referring

There are no limits to how many people a customer can send to us, so they can tell anyone and get £10 of call credit for each one that signs up.

If you’re a TTNC customer, login to your account on the Novero Platform to find your Reference Number, start telling your friends about TTNC and start earning some free call credit.

Is your telephone number really working for you?

September 14th, 2011

With any expense you make for your business you want to make sure that it’s worth it. Your website, any advert, press release or blog that you have out there you want to know if they’re actually generating traffic on your website or through your telephone number; and more importantly if you’re getting the conversion from enquiry to sale.

There are a few ways that we can help you can gauge the effectiveness of your SEO work, or your advert placements, that is if you’ve got one of our telephone numbers on it.

Call Whisper and Number Presentation

These services are about identifying where your calls are coming from. This means you have a quick, anecdotal way of gauging how successful a campaign or advert is.

Call Statistics

This is the crux of using a telephone number – is it getting the calls? With itemised statistics you can track when the calls are coming in, track your peaks and troughs, see where the calls are going, which ones you’re missing. From this you can then make decisions to hopefully maximise your opportunities.

Call Recording

The phrase ‘This call may be recorded for training and monitoring purposes’ washes over us at the start of so many calls. For those of us calling, it doesn’t really mean anything, but using Call Recording for this purpose can really make a difference. What are the key questions that keep coming up from your callers? Can your call handling be better to take control of the call and convert the caller sooner? Do those who are taking the calls need more information available to better help the caller?

Read more about our Call Management services here

Ofcom bans rollover contracts

September 13th, 2011

Ofcom today confirmed that rollover contracts, which tie landline and broadband customers into repeated minimum contract periods unless they opt out, will be banned from December this year.

The contracts, also known as Automatically Renewable Contracts (ARCs), roll forward to a new minimum contract period – with penalties for leaving – unless the customer actively opts out of the renewal. The ban will apply to ARCs for landline and broadband services sold to residential and small business customers.

The full news release can be found on the Ofcom website.