Category: Direct Numbers

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Direct Numbers

Phoning The Dentist Doesn’t Have To Be A Pain

angry man

For most people, a trip to the dentist is usually synonymous with fear; a big drill going towards your mouth, days of pain to follow, and unless you are going through the NHS, an empty bank account to boot.  Doctors surgeries are a similar example in terms of what patients experience when they go there.  Some of the frustration for patients is the difficulty in getting an appointment in the first place, and this is where a good phone system can really help.  Quite a few of our customers are surgeries, both doctors and dental, and what is even more interesting is that they all seem to use our product in the same way.  They have all elected to choose a local geographical phone number, and not too surprisingly they are configuring their cloud based phone systems in the same way, using almost identical features.

 

Now, we all know how difficult it can be to call your doctors surgery to try and arrange a visit, especially first thing in the morning.  You either get the ringing tone for what seems like an eternity, or even worse than that, the dreaded engaged tone which results in hanging up and hitting redial button furiously until you hear actual ringing.  The interactive voice response system (IVR) allows patients to be greeted into a virtual waiting room, and are given a number of options, one of them usually being appointments.  Pressing this will then activate the call queuing feature, which allows you to tell your patients where they are in the queue, expected waiting time, as well apologies for the delay in answering.  You can even play some music instead of the ringing tone, and all of this can be uploaded from a PC or laptop.  You get to choose how to welcome your patients and customise their experience, and it is no surprise to see this trend flourish in this segment of our customer base.

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Direct Numbers

Should You Move To The Cloud?

Tablet in a cloudIf you are completely fed up with blinking error lights and being on hold for technical support services, it could be a sign that you are ready to move your phone server to a cloud solution. No more bulky and expensive equipment taking up space in your already crowded IT room, which only ever breaks down when the technical personnel are on annual leave, and the freedom to expand and edit when you need to. You don’t have to wait until you are at the end of your tether though, here are some other signs your business is ready to move into the virtual world:

Business is booming and customer traffic is increasing: The phones are ringing and your staff are rushed off their feet, which is great news, but making sure you optimise these opportunities is vital. With a hosted phone system, you can add departments to an IVR, extra extensions, time of day routing requirements and call queuing options all with the click of a mouse. Augmentation of these services is all in real time, which will mean no costly downtime for your business.

You have multiple offices, or you are moving location: Ever spoken to a company with numerous offices and found that one was more organised and helpful than another? It’s not a good reputation to have as a company, and you would rather your customers and suppliers have the same experience no matter where they called. Through just one number you can route your calls to wherever you like, with the same intro message, and no one will be any the wiser. If you are moving premises then this is the perfect time to move your phone service to the cloud. The facility is fully scalable, so adding users in the future is free and easy and saves lots of money on new onsite equipment.

The contract for your onsite system is close to expiry: It won’t be long until the highly talented sales team from you current provider comes calling, fully armed with an arsenal of retention statements and charming witticisms. If you haven’t already started to look at another solution, chances are you’ll be tied in to a new contract before you know it. The monetary value of moving to the cloud can be judged by how easy and malleable it is to use, how cheap it is to run, and how simple it is to expand your network when you need to; not to mention that this is normally free to do.

Most modern businesses are now using cloud based servers for phones, data storage, video conferencing and even sharing calendars between offices. It is fast making onsite servers a thing of the past, and saving businesses plenty of money. A move to the cloud will help any size business become more connected, more flexible to growth needs and hopefully more prosperous as a result.

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Direct Numbers

Are Consumers STILL paying more to speak to customer service?

Most people are now aware that in June 2014, The Department for Business, Innovation and Skills (BIS) enforced a change to stop companies charging consumers to call customer service lines beginning with 084/087.  Most companies have done this already, and some are still in the process of the switch over, but have the changes been misinterpreted?  Sales lines are still permitted to carry an 084/087 prefix, as are technical support lines and even business to business calls.  So why do some companies still have these numbers for post sales enquiries?

Let’s use British Airways as an example.  They are continuing to use 084 numbers for their customer relations department, for changing details on already paid for tickets and even for help with your delayed luggage.  In fairness, there is still some discrepancy as to how the BIS rule changes completely effect certain industries; travel being one of them along with the financial sector that don’t have to fully adhere to these  conversions.  However, you would think in a corporate world of global brand recognition and a huge consumer client base that companies such as these would use the eradication of these lavish numbers as a selling point.  One thing we do know is that with the power of social media and the internet, it will not be long before the collective voice of the consumer tests the moral fibre of the big businesses.

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Retail: What Does Your Phone Number Say To Your Customers?

Retail
Let’s be honest; we’ve all done it.  We have all sat on the phone for an inordinate amount of time, bemoaning the cost of the call to whichever particular retail outfit just so happened to have supplied the appliance which is now spewing water all over your new kitchen floor.  Hearing how important your call is at that moment in time…well, l’ll let you choose your own metaphor to depict the furious anger you feel as a customer.  But what about your thoughts as a retailer?  How can you make the whole experience better for the end user?  Well, it all begins with the phone number…

Most retailers are now aware of the change in regulation regarding 084/087 numbers.  No longer is it permitted to have these prefixes for customer service lines, meaning consumers are only ever upset about the actual problem they are calling you about and not the additional cost to them.  Already a better starting point.  As a result of this regulation change, a lot of businesses have begun the migration to the 03 prefix, notably most of the big high street banks.  03 numbers are the same price to call as 01/02 numbers, so therefore are covered in most free minutes packages from the mobile networks.  So why the big fuss about 03?

As well as saving your customers money on the cost of their calls, 03 numbers are not just the starting point for contacting your organisation.  These virtual numbers route your calls to any UK number you want, and they come with cloud based telecoms services!  It seems the days of having the big phone system bolt on that sits in your server room until it needs an expensive service, or replacing for twice the cost of the first one, has been finally been eradicated.  Now you can pick your own phone number, and using just your computer, are able to log in to an online portal where you can manage everything from how long the phone rings to setting up advanced Interactive Voice Response systems.  The best bit?  Most of this cost is covered in your monthly rental!

To give you an idea, these services come with the purchase of an 03 number:

  • Call Queuing
  • Call Whisper
  • Fax to Email
  • Hunt Groups
  • IVR Call Handing
  • Multi Outdial
  • One to One routing
  • Time of Day Routing
  • Online Management
  • Call Recording (£10 + VAT per month additional cost)
  • Audio Conferencing (£10 + VAT per month additional cost)

You can record all of the messages you want your customers to hear, and upload them in seconds.  The result is a real time phone management system that can only improve customer experience and keeps frustration down to a minimum.  The reporting tool can also be used to drill down to the finest detail; so you will be able to confirm exactly how many times Mrs Brown has called you today to let you know she is really not happy with the way the delivery driver closed her gate.  Your phone number, your introduction message, your hold music; it’s the very first point of contact anyone has with your business.  It makes sense to have total control.  03 is the magic number for 2014 in the retail sector.

 

 

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Direct Numbers

Still Advertising Your Business With a Mobile Number?

As a telephone number provider, we come across a lot of small businesses that use a mobile phone number as their main point of contact.  Usually this pertains to the trade industries such as plumbers, electricians and aerial engineers, but can be as diverse as mobile hair or nail salons and even children’s entertainers!  ! Whatever your business may be, advertising your business with either a local  geographical number, or a non-geographical business number (03/08) can be very advantageous in comparison to your mobile phone.Mobile Phone For Business Here are a few reasons why:

The Look

If you are a small business and all of your customers are local, then most people when flicking through a search engine for your services will generally call a local land line number.  It’s the same if you are appealing to a national audience; mobile phone numbers just don’t look national.  The look of your number can really affect how many calls you receive.  Some older generation customers who call from landlines will be more willing to call a business number to save on cost; just look at BT’s rates.  It also gives the image of a company who have been in business for a while, which is great for new businesses and important during these times of economic instability.

Bringing a touch of 21st Century 

Maybe the biggest benefit of routing your calls through a business number are the cloud based services you have access to.  It’s not just the look and feel of a large business, or the local appeal to your customers (depending on your demographic), but did you know these numbers come with free services such as call queuing that lets your customers know when you are already on a call or you are busy?  Pretty handy when you are up a ladder or in the middle of blow drying somebodies hair!  You can choose to use your own voice, a friends, or even let us do it for you.  All of these options are stored online in “the cloud” where you have full control and access to them.  All the calls still come to your mobile phone, and the call whisper feature will even tell you that it’s a business call before you connect to your client.

All in all, making a simple change from advertising your mobile number can bring additional calls, revenue and efficiency to your small business.  Using innovative cloud based services with dedicated account managers and customer service could help revolutionise the way your company is perceived by your customers.

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Call Queuing Systems Direct Numbers Hosted IVR Systems

5 Benefits of using a 03 Number

2014 growthThe new UK Wide non-geographic 03 numbers are a great choice for your business, charity or government organisation. These numbers are definitely here to stay and have become the number of choice. So why should my organisation switch to 03?

 

1)    The EU Consumer Directive states that from 13th June 2014, the majority of companies using 084 and 087 numbers for their customer service and complaint helpdesks will need to switch these numbers to a number that charges no more than a 01/02 geographic landline number. 03 numbers are the popular alternative to take over from 084 and 087 numbers.

 

2)    03 numbers are consumer friendly and the best number for your customers to use to contact you as callers are charged the same as calling an 01/02 number. Meaning that if you currently get free minutes to call a geographic landline then the 03 number will be included. So no high call costs on your landline and mobile phone bills.

 

3)    03 numbers are not fixed to any geographic location giving your customers a UK wide number to replace the more expensive to call 0845 number.

 

4)    A number that is here to stay and that will grow with your business. 03 numbers are permanent and you can use them to divert your calls if changing office, telephone number or setting up further phone lines as your business expands. Like a mobile phone number you can take it with you!

 

5)    Get more than just a number with Direct Numbers. All our numbers come packed with Call Handling features designed to professionalise your business. Use our portal to monitor your call stats, change where your number targets or set up advanced services like IVR (Interactive Voice Response) or Call Queuing.

Direct Number Customer Support Team

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Direct Numbers

Changes to 084 and 087 numbers

The Department for Business, Innovation and Skills (BIS) will force some organisations to migrate away from 084x and 087x number ranges that they currently use for inbound customer service contact in June 2014.   How will the changes affect you? Not all types of organisations will be affected. There are exclusions such as financial services, the property sector and government department helplines that are not covered by the proposals. BIS are also seeking further views on whether to apply all the provisions to the travel and timeshare sectors.   Organisations that are affected include retailers who will need to review how the changes impact them and whether they need to make alternative arrangements for customer service and complaint telephone numbers.   We cannot advise you specifically on whether you will be impacted so we recommend you seek legal advice as to whether the changes will impact you.   What do you need to consider if you are affected? If you have been advised by legal counsel that these new regulations will affect your organisation then there are several considerations to discuss:

  • You will have to change your customer service and complaints phone numbers to ones that charge no more than the geographic rate
  • As a result of changing your phone number you will also need to update all your promotional material
  • You will also need to plan for the loss of income that may result from switching to a zero or geographic charge number.

Please note: The impending changes only apply to customer service and complaint lines and your customers will still be able to use 084/087 numbers for sales lines, business to business calls and technical support lines.   Primarily we want to make sure you are aware of this impending legislation and encourage you to discuss the changes as soon as possible.   If you have any questions about the impending changes proposed by BIS, or would like more information on alternative numbers then please contact the Customer Support Team on customer-service@directnumbers.co.uk or call 08000 755 755

What number are you currently using for customer service and complaint lines?What’s the impact of the Consumer Contract Regulations?
  01 & 02 geographic numbers e.g. London 020No changes necessary
  03 non-geographic numbers charged at a geographic rateNo changes necessary
0800 & 0808No changes necessary. These numbers are already free to phone from landlines (and Ofcom should soon make these free from mobiles too).
0843 0844 0845 0870 0871 / 0872 / 0873  From 13 June 2014, it will be a legal requirement that these numbers are no longer used for customer service and complaints lines. They must be switched to a geographic (01/02), or a non-geographic 03 or 080 number.   Changing to a 03 non-geographic number is probably the easiest solution, as migration ranges exist for this purpose. For example 0845 becomes 0345. Calls to 03 numbers cost no more than calls to geographic numbers.   Please note: 084 & 087 numbers can still be used for sales lines, business to business calls and technical support lines.

Kind regards   Customer Support Team Direct Numbers

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Direct Numbers

Come and visit us at The Business Show 2014

We are exhibiting at the Business Show next week at the London Excel centre. It’s the biggest business show in Europe and free to attend. There are some great speakers and workshops going on so it should supply something for everyone not matter how big your business is.

Come and visit us!
Come and visit us on stand 1520!

Come and visit us on Stand 1520 to find out about the change in regulation to 084 and 087 numbers next month. We’ll be able to provide you with options for changing these numbers if you’re organisation is currently using them for customer service and complaint lines.

We’ll be demoing our great cloud call handling services to show you what your business can get out of our numbers and services.

So come and see us and say hello, enter our raffle to win a Kindle Fire HD or just come to get yourself a chocolate.

We look forward to seeing you there.

Direct Numbers Team.

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Direct Numbers

Financial Conduct Authority says time to end premium calls for consumers

FCO logoChristopher Woolard, the FCA’s director of policy, risk and research said:

“It is not fair that customers often have to use expensive phone lines when calling firms to ask for help or to complain.

“At difficult times the last thing people need is the added stress of worrying about how much calls are going to cost.   We would welcome companies looking again at the rates they charge for phone calls ahead of our consultation.”

Richard Lloyd, Which? executive director said:

“We’re pleased the FCA agrees customers shouldn’t have to pay a premium to talk to their bank or insurer. Changing the rules so financial firms can only offer basic rate helplines would be a big win for the 87,000 people who supported our campaign.

“Some of the biggest banks have already dropped costly calls so there is no reason why others shouldn’t follow their lead. We’d like to see all financial services firms change to basic rate lines as soon as possible, and not wait until new rules come into effect.”

Current FCA rules require every authorised firm to have a free channel for making a complaint. While some firms do provide a Freephone number, this ‘channel’ could also be by post or online.

The FCA’s consultation will propose the standardisation of the rules so that charges for consumer help, and complaint, lines are capped at the cost of a basic rate call. In a letter to consumer group, Which?, the FCA said it believed that the introduction of requirements in the Consumer Rights Directive, designed to ensure firms no longer charge a premium for calls, should apply to all financial services firms.  The Directive requires firms to offer basic rate numbers for enquiries but at present, this does not apply to financial services firms.

In the same consultation the FCA will also look at a number of proposals to improve complaints handling by financial services firms including looking at complaints reporting and responding to the recommendations of the Parliamentary Commission on Banking Standards.   The consultation will be published later this year.

Direct Numbers will be providing further information on this subject in the future. You can read the full article here.

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PhonepayPlus Update

PhonepayPlus

PhonepayPlus hereby gives notice of the following:

  • From 13 June 2014 providers who operate consumer complaint facilities on the 087 number range, or other premium rate number ranges such as 084, will be in breach of the Regulations.
  • When the Regulations come into force, providers of premium rate services that operate consumer complaint facilities on a premium rate number range, including 087, 084, or otherwise, must continue to ensure that they comply with outcome 2.6 of our Code relating to ‘complaint handling’, and relevant rules, using suitable number ranges for complaints handled via the telephone.
  • From 13 June 2014 the expectations set out at paragraphs 8.1. to 8.4 of the current Service-Specific Guidance will no longer apply in respect of other PRS (such as data capture and chat) operated on the 087 number range. Providers of such services will be required to provide and effectively publicise an effective complaint facility operated on a number range which is compliant with the Regulations. The Guidance will be revised and published shortly, reflecting the changes in the law.

What about PRS  that provides technical support?

BIS guidance sets out that this need not come under Regulation 41, provided it is clear to the consumer that the line exists to provide technical support for a product already purchased (e.g. a laptop, tablet, software, machinery, white goods or other electronics), with that technical support being charged separately from the original purchase via the cost of the call.

Technical support lines must not provide the facility to complain about a product already purchased.

What about 087 services which provide something other than a consumer complaint facility?

Where an 087 number is used to provide a PRS (such as chat, conference call facilities, data capture – i.e. receiving an order and/or payment for a product from consumers who call, or other forms of entertainment and information) its use will be compliant with the Regulations as long as no consumer complaint facility is provided on the 087 number.

In addition, such providers will no longer be permitted to use any other 087 or other premium rate number, to receive complaints about the premium rate service.

PhonepayPlus recommends that Level 2 providers who use 087 numbers do the following:

  1. Review their current services against the BIS Guidance in order to ascertain their likely compliance with the Regulations.
  2. Take appropriate steps to alter any services which are not compliant, particularly in respect of complaint handling arrangements for 087 services, or transfer services to a compliant number range.
  3. Ensure that premium rate services continue to operate in full compliance with outcome 2.6 of our Code relating to ‘complaint handling’, and relevant rules, using suitable number ranges for complaints handled via the telephone.

PhonepayPlus also recommends that Level 1 providers and networks that operate and provide numbers for the service types outlined above note the Regulations and conduct appropriate due diligence and risk control to ensure they are not facilitating unlawful practices through the operation or provision of numbers.