Analyzing the advantages and disadvantages of each call center number.

Reading time: 8 minutes

Currently, hotline numbers offer significant benefits to businesses. From brand recognition to communication, they all demonstrate 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 numbers? Which is the right call center number for your business? Let’s analyze the advantages and disadvantages of each number in this article!

Overview of Call Center Numbers

Call center numbers, also known as hotlines, are a common communication channel used by businesses to receive customer feedback when they have needs. These types of hotline numbers are widely used in business, customer service, etc., helping businesses demonstrate professionalism and modernity, bringing efficiency and customer satisfaction.

Analysis of the Advantages and Disadvantages of Each 024, 028, 1900, and 1800 Number Prefix

Analysis of the Advantages and Disadvantages of Each Call Center Number Prefix

Fixed Numbers (024, 028)

Fixed call center 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 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 communication (listening and calling).

Advantages:

• Can make incoming/outgoing calls without needing additional numbers;
• Extremely low monthly subscription costs;
• Enhances credibility with a fixed number exclusively for businesses;
• Relatively low local call costs;
• Easy to identify the business region;
• …

Disadvantages:

• It’s a long number (11 digits) that’s difficult to remember;
• Difficulty in synchronizing the number when the business has multiple offices and branches in different provinces;
• Difficulty in brand recognition;
• …

1900 Number

The 1900 number 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 businesses such as: customer service, chain stores, express delivery, sales departments, express delivery services, corporate ticketing offices, etc.

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

In addition, the 1900 number has an incoming call rate of 1,000 VND – 15,000 VND/minute (including tax).

Advantages:

• Can simultaneously receive multiple customer calls without interruption;
• Businesses receive discounts;
• Easy to deploy nationwide, not dependent on area codes;

Advantages:

• Helps businesses establish professionalism with an easy-to-remember phone number;
• Easily promotes and reaches customers using 1900 numbers;
• Businesses don’t have to pay call charges;
• …

Disadvantages:

• Businesses are required to inform customers of call charges;
• Difficult to choose a number according to their wishes;
• Only receives one-way calls and cannot make outgoing calls;
• …

1800 Numbers

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

When using a 1800 number, the cost a business has to pay for incoming calls will range from 1,000 VND to 15,000 VND per minute, depending on the number.

Advantages:

• 100% free calls from customers;
• Can be deployed nationwide, regardless of area code;
• Increases the number of incoming calls;
• Easy to remember and promote;
• Enhances the professionalism of the business or organization;
• …

Disadvantages:

• Only allows receiving incoming calls, not outgoing calls;
• High deployment and installation costs;
• Businesses must pay the call charges incurred when customers call;
• Difficult to manage incurred costs because the duration of incoming calls cannot be controlled;
• As a toll-free number, it is susceptible to unwanted calls from non-business inquiries;
• …

Analysis of the Advantages and Disadvantages of Each Call Center Number

Mobile Number

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

Advantages:

• Saves on operating, maintenance, and repair costs;
• Utilizes the company’s existing mobile number;
• Increases the chance of customers answering the call;
• Businesses can perform all functions such as: call routing, recording, greetings, call forwarding, etc.
• …

Disadvantages:

• Mobile numbers are often personal, thus less professional;
• Difficult to scale up;
• Limited number of simultaneous calls;
• …

Which number is most suitable for businesses?

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

A call center will be with a business for a relatively long time. Therefore, based on business factors, you can make a decision on which number prefix to use.

Determine the right needs and purpose of use

The first factor in choosing a suitable number prefix is ​​that the business needs to clearly identify which number prefix will suit its scale and business field. This is a crucial first step that determines the applicability of the call center number.

If it is a small or medium-sized enterprise with a limited budget, it should consider using a 1800 call center. Although this number is free for customers, the resulting business costs are difficult to control.

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

Which phone number should a business use?

Choosing the right call center number based on system size

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

• How many extensions are needed for employees?
• How many calls need to be recorded?
• Do you need to set up greetings and automatic call routing?
• Do you need to connect the call center with ERP or CRM technology?
• Do you need simultaneous calls?
• Do you need to only receive incoming calls or be able to make and receive calls for customer service?
• …

In addition, if the business wants to continue using mobile phone numbers as a call center, it can register for the eVoice Brandname solution to increase customer answer rates through brand name display calls.

Alongside 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 you combine a Hotline number with a virtual call center?

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

• Saving 50% on internal call costs;
• Intelligent call analysis and management;
• Automatic real-time reporting system;
• Easy integration with systems such as: Call Center, CRM software, ERP;
• Supports fixed-line numbers and attractive hotline numbers such as: 1900xx, 1800xx, 028, 204, Mobile SIP 090xxx,…
• Supports multi-channel customer service for businesses: Facebook, call center, website, Zalo,…
• …

For businesses looking to adjust their marketing strategies – the OMICall smart multi-channel call center is a great tool that any business should implement.

In conclusion

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

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

Experience the OMICall smart virtual call center service 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

Cambodia Branch: Thida Rath #154 St. 33MC, Sangkat Steung Meanchey, Khan Mean Chey, Phnom Penh