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Inbound 0207, 0870,
0845, 0871, 0800/0808 call
handling
This guide was last updated on
January 2006 and will be
updated on a regular basis. The
information contained herein is
used at the readers own discretion
and New Prospect Business
Solutions cannot be held liable
for any decisions based on it.
What do you want to do next?
1.
Introduction
Research has shown the type of
business number you have and the
way you handle incoming calls
directly impacts your business so
it's important to be both
professional and efficient.
This guide will help you
understand 0870 & 08XX numbers
in a little more detail and explain why
large and small companies alike
use them. We unravel some common
terms such as "Non Geographic" and
give some insight into how
the numbers work.
We also give you unbiased tips on
what to look out for when choosing
a solution or service in our buyers
guide. Services
may look similar at the outset but
be very different in terms of use,
flexibility and support.
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2. Frequently asked
questions
This
section relays fundamental information
on non geographic numbers
what are 0870 & non
geographic numbers?
0870, 0845, 0871, 0800, 0808 &
07XX numbers are termed "Non
Geographic" because they are not
fixed to one particular location
and their dialling prefixes do not
represent a particular
geographical area.
For example, a business number
prefixed with 0207 indicates that
company premises are in the London
area but one that starts with 0870
could be in London, Scotland or
any where in the UK.
Many different 0XXX number
ranges exist including 0870, 0871, 0845, 0808, 0800,
0802, 0844 (non exhaustive). The most common used for general business
purposes and marketing campaigns are 0870, 0500,
0845 and 0800/0808.
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How do 0870 and other non
geographic numbers work?
When non geographic numbers are
dialled they are intercepted and
redirected to a land line number
of your choice. This means that
when business locations change,
the non geographic numbers remain
the same.
As we initially intercept the
calls we can offer advanced
features such as
hunt group routing, virtual
call centres, voicemail to
email and time of day based
routing.
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Who uses non geographic numbers
and why?
Corporate, large, small and medium
sized business all use non
geographic numbers for their many
benefits explained through out this
guide and here.
They are particularly useful for
attracting certain types of
leads, managing marketing
campaigns and promotions. See our
0870, 0845, 0800 & 0871
benefits.
page for more details.
Premium rate numbers are used to
collect payment for high value
services such as information or
help lines.
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Who owns 0870 & other non
geographic numbers?
These numbers are hosted by a
telecommunications operator in a
similar way that normal home and
business numbers are owned.
When you agree to use an 0870 or
08XX number you need to observe
the terms and conditions from your
provider.
As the telecommunications industry
is well regulated, you are allowed
to port numbers to a different
provider.
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What is the difference between
0870, 0845, 0871, 09XX,
0800, 0808 & 07XX
numbers?
The main difference is the way in
which calls to the numbers are
charged. Industry Regulations
set price bands chargeable by
callers for each number range.
Please note Ofcom (industry
regulator) are currently reviewing charges for 0870
numbers due to public concern. It is our belief
these concerns have been triggered in part by long
waiting times when dialling corporate 0870 numbers
which result in high call costs.
The table below shows maximum
charges for each prefix.
|
Number prefix
|
Upper charging bands
in pence per minute
(excl
vat)
|
Comments
|
|
0870
|
up to 6.73
|
national rate
|
|
0871
|
up to 8.51
|
|
|
0845
|
up to 3.57
|
local rate
|
|
0800 / 0808
|
* free phone
|
|
|
09XX
|
up to 504
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premium rate
|
|
07XX
|
up to 42.55
|
personal numbers
|
Other differences include:-
-
different regulations on usage such
as maximum call times on premium rate numbers
-
09XX, 0845, 0871 and some
0870 numbers cannot be
dialled from abroad
- see Ofcom
for more details.
- charging for incoming
calls on 0845 numbers. Initially most providers
charged a fee and some still do. Nowadays many
providers only charge a set up and/or rental
fee and some don't charge at all.
It is also possible purchase
0207 numbers which give a London appearance while
being located elsewhere.
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Who pays
call charges to 0870 & other non
geographic numbers?
Generally the caller pays for calls to 0870/0845/0871/070X/09XX numbers. However,
calls to free phone numbers such as 0800 and 0808
are charged to the recipient of the calls.
Some suppliers charge the
recipient for calls to 0845 numbers and this is
becoming more common.
Recipient is also likely to be charged for diverted calls to mobiles, other
non geographic numbers and premium rate services.
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What
are non geographic 0207 numbers?
It is possible to utilise 0207 number codes in exactly the same way as
0870/0845/0871/070X/09XX numbers. However,
they are less common among providers as commission
payments are not automatic when these numbers are
called - providers have to charge for incoming calls.
Non geographic 0207 numbers
can be routed to any location as with 08XX and other
non geographic numbers. Charges are almost certainly
to apply for such call diversions.
You may have to hunt around for providers - include us in your search.
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3. Advanced Network Based
Services
As calls to 0870 & NGN's are
intercepted at the network level
operators can add additional
services when forwarding the
call to a land line number. Such
services are typically available
on PBX's or high end business
offerings.
0870/08XX numbers can be used in
conjunction with PBX or key system
services.
We briefly describe some of the
common services below.
Hunt group routing
Enables automatic call routing to
pre selected fixed line or
mobile numbers. For example
:-
-
caller dials 0870 number which
rings main office for 4 rings
-
if call isn't answered,
call is presented to home
office for 4 rings
-
if call isn't answered call is
presented to mobile
-
finally if call still isn't
answered call is either routed
to mobile voice mail or
network voicemail
This feature:-
-
helps ensure your customers
are connected at all times
-
enables staff to maximise
productivity by working
at flexible locations
- spreads load equally
across several receptionists
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International
call routing
Enables staff to receive calls to
0870/08XX numbers abroad.
Depending on the country and the
08XX prefix, some operators offer
free forwarding. For example:-
-
you go abroad
- caller dials 0870 number
-
call is forwarded to your
mobile or your phone location
abroad
Benefits
-
ensures you are connected
to clients
at all times
-
minimises call costs when
forwarding to fixed locations
abroad
- clients don't have
to redial mobile numbers or leave a message
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Auto
attendant and interactive voice
response systems
Enables an interactive system to
built with customised company
greetings. Also enables caller to
select required department. For
example:-
-
caller dials 0870 number and
hears company greeting
followed by 3 options
-
Keypad option 1 is for sales,
2. for support and 3 for
general enquires
-
caller selects 1. and is
connected straight to the
sales team
Benefits
-
helps eliminate customer
annoyance by waiting or being
needlessly passed around
departments.
-
presents a professional image
to callers
-
helps set the priority and
expectation of staff answering
calls
- eliminates the need
for several business numbers by unifying under
one number.
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Call
queuing
Enables calls to be queued rather
than being sent to voice mail or
hearing busy tone. For example:-
-
several callers dials 0870
number during busy period
-
first caller speaks to staff
member and subsequent callers
are queued
-
callers in queue move a step
closer to available staff as
previous caller ends
conversation
Queues can be set to specified
lengths within limits.
Benefits
-
prevents callers from going
elsewhere
-
manage high traffic volumes
and busy periods in profession
manner
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Time of day routing
Enables automatic call routing to
different fixed or mobile numbers
based on the time of day. For
example:-
-
caller dials 0870 number
before 12 noon and call is
routed to phone A
-
caller dials after 12 noon and
call is routed to phone B
-
caller dials 0870 number after
6pm or at weekends and call
routes straight to voice mail
rather than allowing caller to
suffer time out.
Benefits
-
helps part time share workload
and be available as required
-
presents a professional image
to callers outside office
hours
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4. Handling your calls
Often clients first impression of your business is gained by what happens when
they call your business line. It is therefore imperative
that they receive a professional response and experience.
0870 and other non geographic
numbers help achieve this and provide a professional
front to your business.
Some key points to remember
are:-
- customers generally
don't like:-
- being forwarded
to several voice mails
- long ringing periods
without calls being answered
- never getting through
to you! - low availability
- forever selecting
keypad options on a voice response system
- hearing a fax tone
when dialling your main number
- have several numbers
to reach you on.
- Customer do like:-
- the sound of a
human voice
- prompt responses
and replies to voice mail messages
- to select which
department they want and then speak to someone
- one number to call
your business on.
- a good experience!
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5. Buyers Guide
Although 0870/08XX and other non
geographic numbers work in a
similar fashion there are many
minefields to be avoided. A wide
variation of capability and
flexibility exists in the market
not to mention terms and
conditions you would rather not
sign.
The table below gives some pointers on what to
look out for.
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Checkpoints
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Top tips
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Your needs
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Do you need straight
forward number redirection or will additional
features enhance your image, raise client
satisfaction and save you money? Careful
consideration ensures you don't over
or under do it on features.
Make sure you consider
future needs as well as it can be very
disruptive and/or costly to change later
on. For example, you may only need straight
forward number redirect initially but
require advanced routing options later.
|
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Supplier: dealer
or knowledgeable professional?
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Many dealers don't
really understand the how 0870 / 087XX numbers
work or how they can best benefit your
business. Not an issue if you know what
you require but make sure you have spoken
to someone knowledgeable before you
buy
|
|
Traffic and campaign
management?
|
Can your supplier
manage traffic generated by your number?
Is this a requirement for you now or
in the future?
|
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Minimum call spend?
|
Are you charged a
monthly fee unless your number generates
a certain amount of traffic. Such detail
be
in the small print - always ask.
|
|
Packaged value add features?
|
Some suppliers offer value added features beyond straight forward number redirection.
Common additions are voicemail to email.
Some also bundle an email to fax number.
|
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Setup fee / monthly charge / free?
|
Free numbers normally come
without advice or any additional capability.
Setup fees and
monthly subscriptions are common - usually numbers
with other services. Middle road is
a setup fee without ongoing monthly
charges.
Some
suppliers will offer free numbers for
high traffic volumes. Make
sure you compare apples with apples
and not oranges! Be careful of choosing
free numbers if you require more advanced
functionality in the future. It would
likely be very disruptive and costly
to switch later on.
Finally,
read the terms and conditions! Many
free numbers don't offer a contract
or force buyers to abide by terms not
suitable for business.
|
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Number
choices & Bronze, Silver and Gold
numbers
|
Do you have any say
in the number you get? Some charge for
differently depending on the popularity
of the numbers. Easy to remember numbers
such as quadruple last four digits carry
a premium price.
Many grade numbers
bronze (no choice) through to silver
and gold. Other go further with more
categories. More memorable numbers can
positively impact your business.
|
|
Call
statistics
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Itemised
call statistics are available from some
suppliers. They can be particularly
useful when used in marketing campaigns.
Many free numbers don't offer this functionality.
Always
ask if you require statistics.
|
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Can
you redirect your number to a different
fixed line?
|
Generally you will
not need to do this and you probably
don't have the right solution if you
have to do it often. However, if moving
premises or in the case of disaster
redirecting to another fixed line is
essential.
Some suppliers offer
a web interface, others have a standard
price list charging more for quicker
turnarounds while others don't offer
this capability at all - AVOID AT ALL
COSTS.
|
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Do you
get a rebate on 0870 or 0871 numbers?
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Many offer this as
a gimmick to attract custom. You will
only earn a few pounds for low traffic
volumes at around 3p per minute. For this
reason many suppliers only offer
rebates above certain traffic volumes.
|
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Contract period
|
Avoid long contract tie in periods with penalty clauses. One to three months notice
is short with twelve months being standard.
Also
make sure you check the terms and conditions
for free numbers. Many don't offer a
contract and so are not suitable for
business use. The contract protects
your business continuity.
|
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Mobile
routing
costs
|
Calls forwarded to
another UK land line are normally free
but always chargeable to mobiles and
premium rate numbers. Some suppliers
also offer free routing to mainland
European countries and other international
locations.
Check call forwarding
costs to mobiles as this can be expensive
if used often. Some operators offer
call forwarding on a pre paid basis
and alert you when your account is low.
More common is the
traditional post paid direct debit.
|
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Total
cost check
|
Think about total
cost now and in the future. Summarising
points above:-
- setup fee vs
functionality vs business value
vs free
- cost of switching
numbers for increased functionality
in the future
- can features
with the number eliminate need for
PBX / key systems?
- bronze, silver,
gold numbers vs business value
- cost of routing
to mobiles and abroad
- BT are expensive
and can normally be beaten on price
and often service too.
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back to contents »
6. Summary
0870/08XX and other non geographic
numbers present compelling
solutions for maximising your revenue
and helping you stay in contact. Their use is accelerating
and becoming the normal face of professional businesses,
charities and organisations.
This guide has described
some of the simple and advanced ways in which 0870/08XX
can help your business handle calls more effectively.
We hope this guide has been
of use. Please contact us
if you have any feedback or if we can advise you
further.
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