The best non-geo number for our CUSTOMERS!

CraigA

Hi All, (hope this is the best category for this!? - seems the most sensible!)

We're a growing medium sized business whos call center is split into several divisions (New Customers, Existing Customers etc etc). We currently have various non-geo numbers that we've added over the years, one for each section. We're looking to tidy up our phone numbers to make life easier for our customers (and our phone system!).

We're a national business, and as such would like to use a non-geographical telephone number. The reason for this is that we believe that some customers still perceive companies who use geo numbers as being small/local. However, where possible, we'll always list the geographical number so that customers have a choice.

I want to be clear that we don't want to benefit financially from the use of the non-geo number.

I originally intended on opting for an 0800 number, but given that customers on mobiles (85% of our inbound calls are from mobiles, due to the nature of our business) will be charged over-the-odds for ringing this number (and so will we, so no-ones a winner!), I'm looking at alternatives.

At the moment, 0845's are top of my list. They seem to be the most reasonable all-round number.

I wondered what the MSE communities view/opinion was on this issue, as I know there have been some heated debates amongst members around the use of non-geo numbers in the past...

Any thoughts would be very much appreciated.

Many thanks
Craig

Owain_Moneysaver

03 numbers. Geographic charge rates including inclusive call packages, from landlines and mobiles, but not linked to a location.

Offer 0800 as well for landline or payphone users.

Ypaymore

Calls to 0845 numbers will also cost more to call from a mobile.

Why not offer 0800 for landline callers and a geographical number for mobile ones ,that way no one suffers.

Failing that look at 03 numbers.

DVardysShadow

I have no problems with geo numbers. They actually show that a company does not want to deny a physical presence somewhere. If you go non geo, 03 is the correct answer in my mind. It carries the message that 'we may be multi located, but we are not playing games making money off you while we keep you on hold'

CraigA

Thanks for the feedback.

Do you think 03 numbers are widely recognised though? I'm worried that customers may think it's a premium rate number.

I'm struggling with the 0800's because we get so many customers pointing out how useless it is (when they're ringing from a mobile); and we can't always display the geo number alongside.

I was reading yesterday that it actually costs more to call an 0800 number from a mobile than it does to call an 0845?!

benjus

I think 03 numbers are getting more and more accepted, and some high profile businesses are now using them.

Alternatively, why not just get some geographical numbers? The whole non-geo thing seems a bit pointless now that the distinction between local and national calls has disappeared. You don't have to use your "real" geographical numbers, or even your "real" area code, just get some numbers in an area code of your choice in the same way that you would choose non-geo numbers. Personally I prefer it if a company lists a geo number.

derrick

Another vote for 03 numbers this article is 2 years old and therefore 03 numbers are now more in the public's eye/mind.

More info about them from Ofcom


.

CraigA

I've just carried out a mini-survey (50 opinions)

- 28% recognised 033 numbers, but not necessarily call cost/charging structure
- 12% recognised the numbers and understood the calling structure (i.e. that they're billed the same as an 01/02 number)
- 30% believed that the number would/could be charged at premium rate
- The remaining 30% didn't recognise the number range, but said they would still ring the number without prejudice in terms of call charging

I'd really like to use 03 numbers, but I think until they're better publicised by Ofcom, then it can't really be a viable option for us.

Oh, and I can't find any big organisations using these numbers. (just government and a few smaller businesses)

So, I'm leaning towards...
- Geographical numbers, or
- 0845 numbers, supported by geographical numbers

Any more thoughts would be welcome and helpful.

Hopefully this thread will be useful to others.

CraigA

derrick wrote: »

Another vote for 03 numbers this article is 2 years old and therefore 03 numbers are now more in the public's eye/mind.

.

Thanks for the link. However, I think it highlights that they're becoming more popular in the public sector only. I'm not sure it'd be a clever move for a sales business, due to customers mistaking 03 numbers for premium rate/simply not understanding the charging structure

Heinz

CraigA wrote: »

Thanks for the link. However, I think it highlights that they're becoming more popular in the public sector only. I'm not sure it'd be a clever move for a sales business, due to customers mistaking 03 numbers for premium rate/simply not understanding the charging structure

Take up is still slow but at least some private sector companies/organisations have taken the plunge:

3663 First for Foodservice Contact numbers now 0370 3663 xxx
Absolute Radio 0330 123 1215
Andrews & Arnold (AAISP) 03333 400 000
AquaPoint Ltd 03700 555 333
Avantek Computer Ltd 0330 300 3000
Beacon Radio Shropshire 0330 660 1031
Blackmore IT 0330 1000 318
Brighter Connections 03707 551515
BT Residential Customer Services 0330 1234 150 Same as dialling 150 from a BT line or 0800 800150
BT Total Broadband 0800 111 4567 / 0330 123 4567
Contour Housing 0345 602 1120
Easyspace 0370 755 5088 (and also other companies in the IO Mart Gp)
Face Media Group 0333 8000 888
G Fulford & Co 0300 3000 123
Garden Sheds and Furniture.com 0333 577 1926
Guardian Offers Suppliers 0330 333 6xxx
Homesafe Group 0333 456 0011
Housing 21 0845 numbers are now 0345 and 0870 are now 0370
Inweb Networks All 0870 numbers are now 0370
LeadBay 0333 666 9000
Legal & General 0870 numbers changed to 0370 numbers
Maltbury Staging 0333 800 8881
Metro Bank 0345 08 08 500
North East Chamber of Commerce 0300 303 6322
One Housing Group 0300 123 9966
Orion Media radio stations (BRMB, Wyvern FM etc) 0330 6600 111
Pioneer 0330 123 1240
Richer Sounds All branches have their own 0333 number
Quality Company 0300 303 1286
Rehab4Life 0330 999 9999
ScooterMan 0333 666 1999
Solar Radio 0330 660 0129
Wonderful Foundation 0300 321 3000

There is, or course, nothing to stop you taking the 03 route and publishing the 01 or 02 'point to' number as well.

spark_deals

Owain_Moneysaver wrote: »

03 numbers. Geographic charge rates including inclusive call packages, from landlines and mobiles, but not linked to a location.

When you see a 08 number, there is an advise what it would cost from l/line and would cost more from mobile.
Wht don't you print the same advise but write what it costs to save confusion, whether included in X network minutes, etc. Your ad-manager can word it properly.
HTH
Spark