Are 1800 Numbers Right for My Business?

On average, an inbound number receives:

  • Local Calls = 19%
  • National Calls = 27%
  • Mobile Calls = 53%

Calls from mobile callers:

Calls from local callers:

Calls from national callers:

inbound number callers

Now that we have established the advantages of getting an 1800 number, the next step is determining whether it is a better option compared to a 1300 number. It helps to take a look at the kind of callers you are getting.

A quick look at the figures shows that more than half of calls received originate from mobiles, followed by national, and local calls. Although 1300 numbers have the call costs split between the caller and account holder, they are only cheaper for the owner on local calls. Call plans for 1300 and 1800 numbers aren’t that much different pricewise either, every other call charge is the same.

In terms of encouraging customers to call you, 1800 numbers definitely has an edge over 1300 numbers. A recent price increase puts 1300 number call rates between 40c-45c; something that could mean the difference between calling you or a competitor who offers free calls. Remember that calls from mobiles to 1300 numbers are also charged at the rate determined by the caller’s carrier—another deterrent for your potential customers.

On the other hand, calls to an 1800 number are completely free for your customers. Recent regulation changes have also prompted mobile phone carriers to make calls made from mobiles to 1800 numbers FREE of charge. Considering the cost to you and your customers, 1800 numbers is a more sensible choice, most especially for national businesses looking to increase their sales.

What are 1800 numbers?

1800 numbers, also known as ‘Free Call’ or ‘Toll Free’ Numbers, are ten-digit inbound numbers widely used by Australian businesses. These are used as a single point of contact for your business to attract customers Australia-wide. Calls to 1800 numbers from fixed landlines anywhere in Australia are free, while the business covers all 1800 number costs.

There are two types of 1800 numbers. Normal Issue numbers are pooled random 1800 phone numbers, trailed by six digits. Smartnumbers, commonly known as ‘phone words’, are numbers that spell words or come in easy to remember patterns. These can have up to ten trailing digits, depending on the carrier.

How Do 1800 numbers Work?

1800 Numbers work as ‘virtual’ numbers that receive incoming phone calls and direct them to any existing phone number called answerpoints. You cannot make outgoing calls using these inbound numbers. Your existing phone numbers will still be used to dial out external numbers.

Calls to your 1800 Number can be routed (redirected) to your landline, mobile, or even international phone numbers. By changing answerpoints, you can manage how and where calls are answered. For example, you can change answerpoints based on the time and day, location of the caller, whether a number is busy and more.

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