If you’re starting a new business or looking to expand, you’ve come to the right place. The day you open the doors (figuratively or otherwise) to your business, you’ll need a new phone number.

Why do you need a business phone number?

It may come as a surprise in the face of email, SMS, WhatsApp and web chat, but the telephone is still the most common method of contact for businesses. So, it’s vital that you have one!

As well as being the most widely used contact channel, advanced phone systems allow you to:

• Enhance your brand image. When people dial your number, what do you want them to hear first? Probably not a ring tone. With advanced telephony, you can set up music and welcome messages to greet people at the other end of the line.
• Enhance your user experience. Among all the advanced features, you’ll probably love automatic call forwarding and integration with external programs such as CRMs to automatically update your database.
• Improve the customer or supplier experience. They’ll notice too, because one of the features of advanced systems is the ability to program automated assistants to handle calls outside of office hours.

Now that you know why you need a business phone, let’s get on with it! While getting a business phone number is relatively straightforward, there are a few things to consider.

How do I get a business phone number?

To get a business phone number, you need a telecommunications provider. We recommend that you look for providers who specialise in serving businesses. They will be best placed to guide you through the process.

As there are many providers, one way to narrow down the options is to focus on call quality and the features associated with the phone line.

Most businesses will need at least the following features: scheduling of out-of-office messages when the office is closed, welcome messages (as mentioned above) and voicemail to email, which allows you to receive transcribed voice messages to your email address.

In addition to these and many other features, we offer our phone lines with a basic virtual switchboard service, allowing you to efficiently manage calls, configure menu options, redirect calls to different departments and maintain total control over your company’s telephone communications.

If you need a phone number for customer service, we also have customer service software that allows you to manage calls, emails, SMS, WhatsApps and web chats from a single programme.

Once you’ve chosen your business telecoms provider, it’s important to understand the different types of numbers available to help you choose the one that’s right for you.

Types of business numbers

Broadly speaking, there are four main families of business numbers: geographical or local numbers, 900 or toll free numbers, 901 or shared costs numbers, and 902 numbers, which have no cost for you.

Here’s more information about each of them:

1) Geographical numbers

What they are: Geographical numbers are local numbers, both national and international.

Features: They allow you to have a local number from anywhere in the world without the need for a physical office in that country.

Advantages: They give callers a sense of proximity and trust as they recognise the area code of their region.

Disadvantages: They are an additional cost to your business.

2) 900 lines

What they are: 900 numbers are known as toll-free numbers for customers.

Features: They are mandatory for all basic service companies (water, electricity, gas, etc.) and most companies with customer service departments almost always use them.

Advantages: They give callers confidence that the call won’t cost them anything.

Disadvantages: We’re not aware of any disadvantages.

3) 901 Lines

What they are: These are national shared cost numbers, meaning that the caller and receiver share the cost of the call.

Features: They are accessible from all over Spain, which can be useful if your company has customers or branches in different regions.

Advantages: As they are cost shared, you can generate revenue from calls made by your customers or suppliers.

Disadvantages: Customers may find them expensive and avoid using them.

4) 902 lines

What they are: These are national numbers where the caller pays the full cost of the call.

Features: Like 901, they are accessible from all over Spain. However, the caller’s charges are much higher.

Advantages: You don’t pay a penny for the calls you make or receive.

Disadvantages: You can’t use them for customer service, and if you do, you have to provide another free alternative number, such as a 900.

How to choose the best phone number for your business

The following questions will help you choose from the many types of business phone numbers available:

What image do you want to project?

• Local and accessible company. If you want to convey an image of closeness and familiarity, geographical or local numbers are your allies.
• Large and accessible company. If you want to position yourself as a large but accessible company, 900 numbers are perfect.
• Large company with limited reachability. If you want to position yourself as a large company and limit the number of incoming calls, both 901 and 902 will do the trick.

It’s also possible to use a combination of numbers. For example, if you’re running a specific advertising campaign in a particular city, it’s worth having a geographical business number to get more calls.

What’s your budget?

Price is usually the deciding factor. Aim to invest in numbers that are useful to you and don’t spend a fortune on something you don’t need.

If you’re unsure about the business numbers you need, our team of experts are always on hand to help you choose the best option for your business. Contact them on 900 670 750 or use the chat below.

La entrada How to get a business phone number for your company se publicó primero en Enreach ES.

The two most popular types of business phone numbers are geographical (provincial) numbers and 900 numbers. Both have their strengths and it will be more appropriate to use one or the other depending on your focus: customer service? Local image? Corporate image?

We’ll explain in detail when to use a 900 number and when to use a geographical number, or when it makes sense to combine the two.

900 NUMBERS FOR BUSINESSES

900 numbers are special rate numbers that have the great advantage of being free to the caller.

The cost is borne by the company and the caller pays nothing, making them a great incentive for customers to contact the company.

ADVANTAGES

• Accessibility for the customer as it is free for the caller
• Projection of corporate image

TYPICAL APPLICATIONS

The most common use is in service companies that want to retain customers and where customer service is essential.

Offering a 900 number is an invitation to customers to call customer service, encouraging more contacts and improving users’ access to the company’s support departments.

They are also often used in sales by companies wishing to project a corporate image. Traditionally, only large companies have used this type of number, and this perception persists despite the fact that 900 numbers are available to companies of all sizes.

GEOGRAPHICAL NUMBERS (PROVINCIAL)

Geographical numbers, or provincial numbers, are the numbers of each province that can be identified by the prefix. Madrid has 91, Barcelona 93, Valencia 96, Bilbao 944, etc.

ADVANTAGES

• Conveys trust through local presence

TYPICAL APPLICATIONS

Their great advantage is that they create the perception of a local company, which for certain companies can be a key advantage in attracting customers.

There are products, and especially services, where a local presence builds consumer confidence. In these cases, even if you are a national company, it is advisable to use local numbers in the provinces where you operate.

They are often used by service companies that want a close and frequent relationship, such as accountancy firms, law firms, marketing agencies and many other types of business.

COMBINED USE OF 900 AND GEOGRAPHICAL NUMBERS

It is also very common to use both types of numbers together in companies where a local presence is very important to build trust and at the same time provide the best possible customer service.

In these cases, geographical numbers from the provinces where the company operates are used to receive more commercial calls from potential customers. At the same time, a 900 number is used to support existing customers and thus increase their loyalty.

FINAL THOUGHTS

Choosing the right type of numbering can play a crucial role in the success of the business, as it will influence how customers and potential customers communicate with the business.

It is therefore important to consider the image you want to project and the use you will make of the numbers when choosing them.

The current cost of renting 900 and geographical numbers is accessible to companies of all sizes. Incorporating them into a company’s strategy should be a fundamental part of doing business.

Do you want to know the prices of the different types of numbers? Fill in the form below to receive more information.

La entrada The two most popular types of business numbers se publicó primero en Enreach ES.

In this interview, I was able to share with her the keys for companies dedicated to customer service to comply with the new regulations.

WHICH COMPANIES WILL BE AFFECTED?

All organisations, both public and private, that provide

• Water, electricity and gas supply services
• Passenger transport services
• Postal services
• Electronic communication services
• Financial services

In addition, all companies with either more than 250 employees or an annual turnover of more than €50 million will have to comply with the new law.

WHAT REGULATIONS MUST BE COMPLIED WITH?

Organisations falling within the above parameters must comply with the new regulations. Among all the articles outlined in the new law, we highlight the following

1. REPLY WITHIN THREE MINUTES

You must respond to 95% of customer enquiries within three minutes. This means that they cannot keep users on hold for longer than the stipulated time.

HOW CAN YOU ELIMINATE PHONE QUEUES?

The first option is to offer a callback system. This allows customers to choose to hang up (without losing their place in the queue) and be called back when they reach the number one position.

The second alternative is to use artificial intelligence. Once customers have received a greeting from a bot, they are no longer in the queue and can communicate the reason for their call/message.

The third alternative is to add instant contact channels such as WhatsApp. Today’s consumers prefer this type of channel, so integrating it will help reduce inbound call volumes.

In addition to these options, contact centre software that includes these features will also allow you to prioritise queues with more calls and monitor the percentage of calls answered within three minutes.

2. CONDUCTING CSAT SURVEYS

Contact centres are required to implement a system for measuring and documenting customer satisfaction after each call. 

However, it is important to note that these surveys cannot be conducted until the customer’s complaint, claim or incident has been resolved.

HOW CAN THEY BE AUTOMATED?

It is possible to automate the sending of satisfaction surveys after a call or WhatsApp conversation. 

By providing the system with a transcription, you can create a voice message that plays after each call and a message that is sent when the chat ends.

3. PERSONALISED ATTENTION

Call centres need to provide personalised attention over the phone to deal with customer complaints, claims or contractual incidents. 

This means that automated responders or conversational bots cannot be used exclusively to answer these queries. 

In addition, whenever a user requests to speak to an agent, the communication must be transferred to a human. 

It is also important to note that if the user is not satisfied with the service they receive from the operator, they have the right to speak to a supervisor.

WHAT CAN BE DONE?

Although it is not allowed to use artificial intelligence exclusively to answer these questions, it can be used to detect the consumer’s intent and intention. 

Once the bot recognises that the user wants to report or follow up on a complaint, claim or incident, it can automatically transfer the conversation to an agent. 

In addition to AI, advanced contact centre programmes allow you to route calls and conversations based on agent skills and rank.

This ensures that critical communications are always handled by the best agents.

4. RECORDING CALLS

Where a complaint is resolved by phone, video call, WhatsApp or similar means, businesses will be required to keep a recording or transcript of the conversation and tell the customer where to access it.

WHAT SETTINGS SHOULD BE ENABLED?

Typically, current customer service software will allow you to enable the default feature to record all calls and also have a panel to download them from. 

In addition, you can program a welcome message to inform the customer that the call is being recorded and provide the section of the website where the recordings can be accessed.

5. NOTIFICATION OF AN INCIDENT WITHIN TWO HOURS

In the event of a service interruption, such as a power cut, customers must be informed within two hours of the interruption being detected.

HOW CAN THE DEADLINE BE MET?

In this case, alternative channels are needed to deliver the communication.

Omnichannel contact centre solutions allow you to automate the sending of emails, SMS or WhatsApp messagesso that your customers receive the message as soon as possible.

6. 24/7 SERVICE

Companies that provide customer service must be available 24 hours a day, 365 days a year to manage service continuity incidents.

HOW TO PROVIDE UNINTERRUPTED ATTENTION?

Artificial intelligence in customer service can collect customer requests at any time of the day, provide information on the status of an incident, and redirect communication to an agent when requested.

7. FREE SUPPORT

It is strictly forbidden to use premium rate numbers as a means of communicating with customers, whether by telephone, SMS or similar.

In summary, service providers cannot generate additional revenue at the expense of customers. 

It is important to note that companies cannot offer other products to customers during these calls or SMS.

WHAT NUMBERING SHOULD BE CONTRACTED?

Geographic numbers or toll-free 900 lines can be used in these cases as they are completely free to the customer.

Our Omnichannel Contact Center allows you to manage calls, video calls, WhatsApps, emails and SMS from a single environment. 

In addition, this customer service programme integrates with leading CRM, ERP and ticketing tools to automate workflows and call handling.

Contact our team of experts for a free consultation by calling +34 900 670 750 or filling out the form bellow.

La entrada How the new Spanish law on customer service is going to affect your business se publicó primero en Enreach ES.

Under the current Spanish Customer Service Law, 900 lines are mandatory for all businesses that provide essential services to the public.

But what if your business doesn’t fall into this category? If you’re not sure which number is best for your customer service, this article will give you all the alternatives, with their pros and cons.

900 NUMBERS

• Customer willingness to call: high
• Coverage: national
• Brand image: professional, approachable
• Cost to the customer: free

With a toll-free main number, your company will receive a high volume of simultaneous calls. Customers who know it is free will use it without hesitation.

They are also good for companies that do not want to be visible on a map and want to project a more professional image without losing contact with their customers.

It’s important to note, however, that calls made from these numbers will cost you twice, as you’ll have to pay both to make the call and to receive the answer.

901 & 902 LINES

• Customer willingness to call: low
• Coverage: national
• Brand image: professional, inaccessible
• Cost to the customer: high

The 901 (shared cost) and 902 (national rate) numbers cost customers money. This makes them more reluctant to dial them, resulting in a much lower volume of incoming calls.

Like the previous ones, they are used by companies that do not want to have a recognisable location and, in addition to projecting professionalism, want to receive few calls.

This type of number isn’t usually used for outbound calls either, for the same reason: customers wouldn’t answer them because of the high cost.

GEOGRAPHICAL NUMBERING

• Customer willingness to call: high
• Coverage: local
• Brand image: local
• Cost to the customer: free in most cases, depending on the customer’s contract tariff.

Geographical or local numbers represent proximity and familiarity to the customer as they use the prefix of the province.

Although they do not project the same corporate image as 900 numbers, they do not incur additional outbound call charges.

For companies with customers spread across the country (or the world), the strategic decision is whether to standardise numbers or, conversely, to keep their local main numbers.

MOBILE NUMBER

• Customer willingness to call: high
• Coverage: local / national
• Brand image: freelancers, individuals
• Cost to the customer: free in most cases, depending on the customer’s contract tariff.

Mobile numbering is increasingly used at corporate level, although it is usually associated with freelancers.

When people receive a call from a mobile phone, they usually assume it’s someone they know, so it can be frustrating for customers if it’s a business.

If you still want to use a mobile line for your customer service, be aware that you can only take two incoming calls at the same time, which limits your ability to handle a high volume of calls.

FINAL THOUGHTS

As we have seen, the choice of alternative numbering for customer service depends on the volume of calls you receive, the number of calls you make and the brand image you wish to project.

As a Tier 1 network operator, which means we provide the fastest and most reliable phone lines, we offer all types of numbering for businesses.

Whichever numbering you choose, you’ll have an online control panel to monitor service levels in real time.

If you later want your business number to have a welcome message, prioritised call queues or call transfer rules, we also offer a virtual switchboard from which you can configure even the smallest detail.

In addition to these advanced features, our switchboard also includes internal communication channels, allowing you to chat, call and video call for free, share all types of files and integrate with Google, Teams and over 100 CRMs.

Are you considering hiring a numbering service for your business, but aren’t sure which is the best option? Contact our team of experts for a personalised consultation. Call us now on +34 900 670 750 or use the chat below.

La entrada Basics of choosing your company’s customer service number se publicó primero en Enreach ES.