Analyzing the advantages and disadvantages of each call center number

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Currently, hotline numbers offer significant benefits to businesses. From brand recognition to communication, they all reflect professionalism. Mobile network operators currently offer four main types of numbers: 024, 028, 1900, 1800,… and mobile numbers integrated with Mobile SIP can all be set up as a call center number for businesses.

So what are the benefits of these phone numbers? Which is the right call center number for your business? Let’s  analyze the advantages and disadvantages of each number  in this article!

Learn about the overview of call center numbers.

A call center number, also known as a hotline number, is a common communication channel used by businesses to receive customer feedback when they have needs. These hotline numbers are widely used in business, customer service, etc., helping businesses demonstrate professionalism and modernity, delivering efficiency and customer satisfaction.

Analyzing the advantages and disadvantages of each phone number prefix: 024, 028, 1900, and 1800.

Analyzing the advantages and disadvantages of each call center number.

Fixed line numbers (024, 028)

Fixed telephone numbers are traditional numbers used within a specific administrative area, usually one province or city, such as: 024 – Hanoi, 028 – Ho Chi Minh City.

Fixed-line numbers operate on an IP platform, allowing businesses to use a single number to make multiple calls simultaneously, for customer service, consulting, telesales, and two-way audio-visual interaction.

Advantage:

• It is possible to make/receive calls without needing to install additional phone numbers.
• The monthly subscription fee is extremely cheap;
• Enhance your credibility with a fixed telephone number exclusively for businesses;
• Local call costs are quite low;
• The business region is easily identifiable;
• …

Disadvantages:

• It’s a long number (11 digits) that’s difficult to remember;
• The challenge lies in synchronizing phone numbers when a business has multiple offices and branches in different provinces.
• The brand is difficult to recognize.
• …

1900 number

1900 is a call center for consultation, sales, and call billing. It only accepts one-way calls and cannot make outgoing calls. This number is effectively used by entities such as: customer service, chain stores, express delivery services, sales departments, express delivery services, corporate ticketing offices, etc.

Specifically, businesses registering for a 1900 number will receive a discount (26% – 40%) on total call revenue. This discount will depend on the network provider and the number the business has registered.

Additionally, the 1900 number will have call charges ranging from 1,000 VND to 15,000 VND per minute (prices include tax).

Advantage:

• It can handle multiple customer calls simultaneously without interruption;
• Businesses receive discount support;
• Easily deployable nationwide, independent of area codes;
• Help businesses project professionalism with an easy-to-remember phone number;
• It’s easy to promote your business and reach customers using the 1900 number.
• Businesses do not have to pay for call charges;
• …

Disadvantages:

• Businesses are required to inform customers of call charges.
• It’s difficult to choose a phone number that meets your preferences;
• It only receives calls and cannot make outgoing calls;
• …

1800 number

1800 is a toll-free hotline for customers calling in. All charges incurred will be paid by the business that registered to use the number. Because the call rate for this number is fixed, it is mainly used for customer service and free support.

When using a 1800 number, the call charges for businesses will range from 1,000 VND to 15,000 VND per minute, depending on the number used for the call.

Advantage:

• Calls are 100% free for customers.
• It can be deployed nationwide, regardless of area code;
• Increase the number of customer calls received;
• Easy to remember, easy to promote;
• Enhancing the professionalism of businesses and organizations;
• …

Disadvantages:

• It only allows incoming calls, not outgoing calls.
• It is costly to deploy and install.
• Businesses must pay the call charges incurred when customers call them.
• It’s difficult to manage the costs incurred because the duration of customer calls is not controlled.
• Because it’s a toll-free number, it’s easily susceptible to harassment from calls that don’t require the company’s services.
• …

Analyzing the advantages and disadvantages of each call center number.

Mobile phone number

A mobile call center is understood as a business call center that uses the company’s existing mobile phone numbers (09xxx/08xxx) to transform them into a customer service call center.

Advantage:

• Savings on operating, maintenance, and repair costs;
• Leverage the company’s existing mobile phone number;
• Improve the chances of customers answering the phone;
• Businesses can perform a full range of functions such as: call routing, call recording, greetings, call forwarding, etc.
• …

Disadvantages:

• Mobile phone numbers are often personal and therefore less likely to project a professional image;
• Difficulties in scaling up;
• The number of simultaneous calls is limited;
• …

Which phone number prefix is ​​most suitable for businesses?

As analyzed above regarding the advantages and disadvantages of each phone number prefix, depending on the business model of each company, you will choose the phone number prefix that best suits your business.

A call center will be with a business for a relatively long time. Therefore, you should make a decision on the appropriate phone number based on your business needs.

Accurately identify needs and intended uses.

The first step in choosing a suitable phone number is for businesses to clearly identify which number best fits their scale and business sector. This is a crucial first step that determines the applicability of the call center number.

If a small or medium-sized business has a limited budget, it’s worth considering using a 1800 hotline. Although this number is free for customers, it’s difficult to control other costs incurred by the business.

The additional investment in maintaining a 1800 number is also a burden for small businesses. Therefore, small and medium-sized enterprises should use a 1900 number, as they can receive a discount on call charges from the call center.

Which phone number prefix is ​​most suitable for businesses?

Choose a call center number that is appropriate for the scale of the system.

The scale of operations and the business’s system are also important factors for business owners to determine and choose a suitable call center number. To do this, businesses need to identify the following issues: 

• How many high-speed computers are needed for the staff?
• How many calls do you need to record?
• Is it necessary to set up greetings and automated call routing?
• Is it necessary to connect the call center with ERP or CRM technology?
• Do you need multiple calls at once?
• Do you need to be able to receive calls only, or can you provide both incoming and outgoing calls for customer service?
• …

Additionally, if businesses want to continue using their mobile phone number as a call center, they can register for the  eVoice Brandname solution  to increase customer answer rates through branded call display services.

In parallel with the eVoice Brandname solution, businesses can choose fixed-line numbers with attractive, easy-to-remember number sequences to create a positive impression on customers at a cost-effective price from  the Call Center Number Inventory .

Should we combine a hotline number with a virtual call center?

The answer is yes. Because a virtual call center not only helps improve customer service and business operations, but also brings many other practical benefits to businesses, such as:

• Save 50% on internal call costs;
• Intelligent call analysis and management;
• The system provides automated real-time reporting.
• Easily integrates with systems such as: Call Center, CRM software, ERP;
• We support fixed-line numbers and attractive hotline numbers such as: 1900xx, 1800xx, 028, 204, Mobile SIP 090xxx,…
• Multi-channel customer support for businesses: Facebook, call center, website, Zalo, etc.
• …

For businesses looking to tailor their marketing strategies,  the OMICall intelligent multi-channel call center  is a fantastic tool that any business should implement.

In conclusion

In short, communication is the lifeblood of businesses, so choosing the right phone number will help businesses succeed.

Hopefully, the information shared above will help customers gain more useful knowledge about  analyzing the advantages and disadvantages of each phone number prefix.

Experience the intelligent virtual call center service OMICall now at:

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

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