Businesses Need to Prepare for 0800 Changes

Justin Hamilton-Martin explains why businesses need to prepare themselves for the upcoming changes to 0800 numbers.

Calls to 0800 numbers will soon be free to call from a mobile.

Communications regulator Ofcom is set to enforce a change that will see contact centres incurring 0800 call costs from 1st July 2015.

The impact this will have on businesses is yet to be established

The change will be hugely beneficial to consumers, who will no longer be charged for calling 0800 numbers from their mobiles, but the true extent of the impact this will have on businesses is yet to be established.

We are all expecting the ‘access and service charges’ to be passed onto businesses, and this may be of concern. Additionally, the impact the change will have on mobile users’ behaviour should be carefully considered.

We’re expecting the number of inbound calls to increase dramatically

For years, many mobile users have avoided dialling 0800 numbers from their mobile phones, instead waiting to use a land line. Many of our clients who operate contact centres have 0800 numbers to support a combination of pre- and post-sales activities.

As there will no longer be any barriers for customers to call from their mobiles, we’re expecting the number of inbound calls to increase dramatically.

Businesses need to prepare for the change in good time, so that the increased costs and potential customer service impact don’t prove debilitating.

Businesses should start migrating to 03 numbers

There are solutions available that ensure businesses maintain a high level of customer service and satisfaction. For example, giving customers the option of requesting a call-back to avoid lengthy hold times.

However, the route to a better customer experience in the long term is to start the migration to 03 numbers.

Ofcom have protected businesses’ rights to use the same 03 number string as their existing 08 numbers, and it is advisable that contact centres start the migration sooner rather than later to avoid any shocks to the system though the summer months.

With thanks to Justin Hamilton-Martin at Ultra Communications