What is the Hotline number? Which Hotline is right for your Business?

Businesses owning a Hotline number bring many benefits, from brand recognition to more professional communication. Currently, the network operators are providing 4 main types of numbers, which are 1900, 1800, mobile (08xx, 09xx...) and fixed SIP, which can be used as hotline numbers for businesses. So, what is the right choice of the right PBX number for your business? Take a look at the article below to have a choice for yourself!

What is the hotline number?

Hotline number or hotline is a common communication channel of businesses to receive customer feedback when they have needs. They are used a lot in business or customer care services to show the modernity and professionalism of businesses, bringing efficiency and customer satisfaction. 

Which number should be chosen to be the hotline number for the switchboard?

1. 1900xxxx

Hotline 1900xxx is a sales and consulting switchboard in Vietnam. The 1900xxx switchboard charges callers, and is effectively applied to sales offices, customer care, chain stores, fast delivery, ticket offices of businesses and organizations.

1.1. Characteristic:

The number 1900xxxx can be said to be the most mentioned number of businesses when they want to be a hotline number for businesses. The characteristics of this number can be mentioned as follows:

• Customers who call in will lose money: The rate that customers have to pay varies according to the type of business registration number (from 1,000 VND / 1 minute to 8,000 VND / 1 minute)
• There is a discount for businesses: Enterprises who register for a first number will enjoy a discount from the total revenue of call charges. The discount will depend on the carrier and number that the business registers (from 26% - 40%)
• How to charge: according to block 1 minute + 1 minute: That is, less than 60s is counted as 1 minute, from the 61st second is counted as 2 minutes...
• How it works: The number can only receive one-way calls and cannot be dialed out

1.2. Advantage:

• Easy to remember: The first number 1900 has only 2 main forms, the 8-digit form and the 10-digit form, which includes 1900 at the beginning. Therefore, the number 1900 makes it easier for customers to remember
• Easy to advertise: The 1900 number can be deployed nationwide, regardless of area code. Therefore, the promotion of the number is also very simple.
• There is a discount for businesses: Because of the characteristics of this number, there is a discount according to the revenue of call charges for businesses. If the volume of call charges is a lot, this is indeed not a small amount.
• Professionalism: Owning a 1900 number will increase the professionalism and reputation of the business.

1.3. Defect:

Of course, the 1900 number also has certain disadvantages:

• Forcing a charge notice in the greeting on the switchboard: This is a mandatory regulation of the network operator in order to make transparent the rate that customers will have to pay per minute of calling.
• Customers are afraid to pay high costs
• Difficult to choose the number you want: Because the length of the number 1900 is only 8 to 10 characters, of which 1900 has taken up 4 characters. Not to mention the characters that regulate the network operator, the charge rate... That's why choosing a number according to your preferences is also quite difficult.
• How it works: Can only receive calls, so on the switchboard it is necessary to have an additional phone number to meet the call out needs of the business.

1.4. Who should use the 1900xxxx prefix?

• Improve customer service: Businesses that need to use a number such as sales, consulting, customer care ... then 1900 is the right choice. However, the fee for this need should be at 1000 VND, which will make customers more comfortable when calling the business.
• Number business: Some businesses use this number for business purposes such as: Consulting on insurance procedures, study abroad consulting, visa services, law offices... Can be used in other places. higher rates such as 3,000 VND, 5,000 VND or higher depending on the purpose and needs.

2. 1800xxxx

1800xxxx is a toll-free number for customer care and technical support businesses. The 1800xxxx switchboard is widely used by businesses in customer care to bring the feeling of being fully served to customers.

2.1. Characteristic

• Free call charges: The 1800 number has the biggest feature that is free of charge for customers when calling in. Charges incurred will be paid by the registered enterprise using the number.
• Call only: Like the 1900 number, the 1800 number can only receive calls from customers.

2.2. Advantage

• Increase customers to call in: Because it is a toll-free number, it will stimulate more customers to call in
• Easy to remember, easy to advertise: The 1800 number is similar to the 1900 number, it can be deployed nationwide, regardless of the area code.

2.3. Defect

• Costs: In addition to the initial deployment and installation costs. Businesses also have to pay additional costs incurred by customers calling
• It is difficult to manage the arising charges because it is not known in advance the time that customers will call in
• Easy to be disrupted: Because it is a toll-free number, it is impossible to avoid calls from people who do not need the services of the business, not to mention bad opponents (However, this disadvantage has been partially overcome thanks to disruptive number blocking tools)
• The number head can only receive calls, so if the business needs to contact customers, it is forced to equip an additional call-out number.

2.4. Who should use 1800xxxx prefix?

The 1800 number is suitable for businesses with big brands, stimulating the call-in needs of customers. Also some businesses want to improve their customer service.

3. Fixed prefix

The IP-based fixed voice service allows businesses to use a single number but can respond to many calls simultaneously, providing customer service, consulting and telesales.

3.1. Characteristic

• Popularity: This is the first feature that needs to be mentioned when it comes to fixed prefixes. There are area codes that are too familiar to customers such as 024 Hanoi, 028 Ho Chi Minh City...
  Two-way interaction: Can both receive calls and call back to customers without having to equip an additional number
• Fixed number registered and used for business only

3.2. Advantage

• Cheap monthly subscription cost
• You can make and receive calls at the same time. In addition, the cost of calling out, especially local calls, is also quite low
• Enhance credibility: Fixed numbers are only for businesses, so customers calling in will also feel more secure and reputable.
• Easy to identify business areas

3.3. Defect

• The first number is long (11 digits) so it's hard to remember
• Synchronizing numbers is also difficult: If an enterprise has many offices and branches in different provinces, it is very difficult to choose the same number but only the area code for the business is different. This makes it more difficult to recognize the brand.

3.4. Who should use a fixed number?

• All businesses when registering their business need a fixed number to represent the business
• If the business operates in 1 province, it is completely possible to use a fixed number as a hotline number

4. Mobile number terminal

Mobile switchboard is understood as using mobile sim to turn into customer care switchboard, sales switchboard.

4.1. Characteristic

Previously, mobile phone numbers were used by default for personal purposes only. But now with developed technology, mobile numbers have been integrated into the switchboard to serve as hotline numbers for businesses.

4.2. Advantage

• Popular
• The monthly subscription cost is quite low
• Regardless of area code
• Easy to remember, easy to choose the desired number

4.3. Defect

• Although it has been developed into a switchboard number, users still have the mentality of being a personal number
• The cost of calling outside the network is also quite high.

4.4. Who should use a mobile number?

A mobile number is suitable for businesses that want to build a customer care, sales, consulting system... Also, if businesses want to save on charges, but it doesn't matter the dialed number, they can use it. use multiple numbers registered on the switchboard system to call customers on-net.

What does it take to build a hotline?

To build a hotline system for businesses, we need 4 main elements: number terminal, switchboard system, terminal equipment and internet connection.

1. Number prefix

You can completely use 4 types of numbers as above, depending on the purpose of use of your business. Registering a number is also quite simple, you can completely contact the network providers that provide the first number such as Viettel, Mobifone, VNPT, FPT, CMC, Itel ... to register a service number. for myself.

However, if you find it difficult, you can completely contact WorldfonePBX, we can assist you in choosing the best number for yourself.

2. PBX system

The PBX system is the place to coordinate and manage all calls. Currently, the virtual PBX solution is being used by many businesses because it helps manage calls effectively; high professionalism; integrate many features, other party software; Especially, it saves a lot of money for businesses.

>> View more: What is a virtual PBX? 7 reasons to choose a virtual PBX

3. Terminal

To use the switchboard, we definitely need a terminal. There are 2 methods to receive and make calls on a virtual PBX system that are using hardware devices (IP Phone, dedicated headsets) or softphones installed on computers or mobile phones.

Softphone brings convenience, high mobility. However, the stability of softphone is not high. Therefore, you should equip the hotline operator with hardware devices such as IP Phone or dedicated headset to ensure the best quality.

4. Internet line

Virtual PBX requires Internet to work. Therefore, you need to equip your system with a stable private transmission line. In addition, it is also necessary to equip a backup line (Backup) in case of failure on the main transmission line.

If you are worried that a power outage will make the PBX system inoperable, please immediately see the article: What to do to keep VoIP (Virtual PBX) connection during a power outage or the Internet?

Above are the characteristics as well as the advantages and disadvantages of different types of numbers to make hotlines. Hope you will have more information to choose a hotline number for your business.

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