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FAQ
There are a number of commonly asked questions relating to our products and services which we have tried to address in this section. If you can't find the answer you are looking for please contact our sales department on 0845 391 6400 for further information.
Outbound telephony
Q - How much will it cost me to connect to your Least Cost Routing service?
A - Connection to the service is absolutely FREE of charge. Once you have agreed to take the service you will normally be able to start making savings within 14 days
Q - Do I have to change my existing telephone numbers?
A - NO - all we do is route your calls down the most cost effective route to the person you are calling which means you save a significant amount on every call.
Q - Do I have to change my existing telephone lines?
A - NO - Once we have connected you to our service you can just sit back and look forward to cheaper telephone bills. There should be no loss in call quality at all or any delay in connecting your calls.
Q - What makes you different to other Least Cost Routing suppliers?
A - We are not just amongst the very best in the market on price, we also pride ourselves on the quality of our account management and customer service, from the first point of contact with us, right through your life with us as a customer
Q - How long will it take to connect me to the service?
A - Connection to the service is fast and simple through Carrier Pre Select (CPS). Both options are connected within 21 days from receipt of your order.
Q - I am not with British Telecom, can I still use the service?
A – Yes we have an agreement with BT which means we are able to use their network to deliver heavily discounted telephone calls. This means little or no disruption to current BT users when transferring their service to 4ward. If you are currently a Telewest customer then we can do a lot for you. All you have to do is agree to bring or 'port' your number to our service and we will mirror your existing service and make significant savings for you.
Q - Will I be tied into a contract?
A - NO - At 4ward we are so confident t t you will be happy with the products and services we offer, that in the event of dissatisfaction you may terminate ha the contract with no penalties to yourselves. 4ward customers stay because they want to not because they have to. In fact we are so sure you will like our services we can even set up trial sites for you.
Q - How can 4ward keep customers on the BT network and charge less than BT discounted rates or other carriers?
A - 4ward are licensed by the DTI and regulated by OFCOM to bulk buy calls from BT at a rate that allows them to offer lower call charges.
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Inbound telephony
Q - What are non-geographic numbers (NGN's)?
A - NGN's are used more and more frequently by call centres to facilitate the effective management of their inbound calls. NGN numbers are so called because they do not relate to a particular geographical location, like normal telephone numbers do. An NGN does not replace your existing telephone number but rather sits in front of it and becomes the number that potential/existing customers see on advertising and promotional materials.
Q - How many types of NGN do you provide?
A - There are various types of NGN's available and 4ward offers the following:
0800 - Caller pays nothing; number holder pays full cost of the call
0845 - Caller pays local rate, number holder pays the difference
0870/0871 - Caller pays national rate, number holder pays nothing
0906 - Caller pays special tariff, number holder receives out payment.
Q - I already use 0800, 0845, 0870, 0906 numbers what can you do for me?
A - If you are currently a BT customer then we can do a lot for you. All you have to do is agree to bring or 'port' your number to our service and we will mirror your existing service and make significant savings for you.
Q - What is 'Porting'?
A - Number Porting means that you can request the transfer of an existing NGN from the company that currently delivers your inbound calls, to an alternative supplier providing they have a porting agreement in place with your existing supplier. 4ward Communications have a porting agreement with British Telecom which means that we can take any existing British Telecom NGN and port it onto our network.
Q - Are there any restrictions on the type of service you can provide?
A - Within reason no - we need to completely understand the type of service that you intend to run. We need to know all the details about the numbers you want calls to be delivered to, how they want calls spread out between departments etc...We will then build a bespoke solution to meet you needs on our own network.
Q - How resilient and reliable is the service you provide?
A - Because of the interconnects that we have established with various carriers, we deliver service quality standards equivalent to BT, but charge our customers considerably less. The multiple interconnects we have with the national network and the multi-level redundancy within our platform mean that in the event of network failure, we can re-route calls down the nearest available delivery channel ensuring the service is not lost
Q - What is Interactive Voice Response (IVR)?
A - IVR is an automated voice facility which uses recorded voice information to offer a range of options to every caller which they can use to divert themselves to the right place or department to deal with their enquiry. We usually record a bespoke welcome message and menu of options for each service, which the caller can select to send their call to the right area for their enquiry.