Contact centers require resources/tools like mobile numbers, headsets, and many more for communication. For that seamless communication, phone numbers are a must, and with the introduction of virtual numbers, businesses have more feasibility, eradicating the dependency on traditional landlines. The conventional mode of communication restricts customer agents & executives from interacting with more than one person at a time.
Cloud-based virtual phone numbers support the working process of businesses. Let’s explore the ins and outs of virtual phone numbers before opting one for your business.
Virtual Phone Numbers & DID
Virtual phone numbers are telephone numbers widely known as Direct Inward Dialing (DID), cloud numbers, virtual landline numbers, or virtual mobile numbers. It’s not restricted to any fixed location and works without a physical extension link like the telephone wire of SIM (subscriber identity/identification module).
Virtual numbers can make, receive, or route calls to existing landlines or mobile phones. It masks the original numbers, increasing the anonymity over landlines. It holds the capability to handle unlimited concurrent calls, ensuring seamless communication with customers.
Types
A single virtual number can be used among multiple landlines, and it is further categorized into four kinds, dubbed as:-
Mobile Phone Numbers
Mobile phone numbers are simple ten-digit numbers assigned to field agents for secure calls to customers. The feasibility of differentiating between personal and work calls becomes easy with virtual mobile phone numbers.
Toll-free Numbers
Toll-free numbers are free for customers and are often deployed for customer support. In this virtual number, the call charges are borne by the company, expanding customer reach.
Local Numbers
These types of virtual numbers are based on geographical locations. It is also known as rate centers or area codes.
Vanity Numbers
The vanity numbers are easy to memorize in one go. Repetitive digits in vanity numbers serve the simplicity while leading to a high recall factor.
Process - Working
The virtual phone numbers work without any physical extension like SIM cards or physical addresses. It uses secure internet technology to make calls and receive them through VoIP (Voice Over Internet Protocol). The VoIP technology of virtual numbers is similar to what is used in iMessage, WhatsApp, or Google Voice.
The phone calls are digitized, providing real-time communication using existing broadband connections. VoIP provides a rich quality of call without taking up much data. Businesses have the portability to switch the existing phone, called number porting. It doesn’t require an ethernet connection to place calls through VoIP phone numbers.
In remote working, if you have a reliable and fast data connection - 4G LTE or WiFi, you can place, route, and answer calls through the mobile phone you have.
Difference b/w Virtual & Regular Number
The difference between virtual and regular numbers is like day and night. Traditional numbers require physical landline connections (traditional PBS phone system) to connect at different places. Whereas virtual numbers are cloud-based that run through broadband connections.
Local telephone companies assign regular numbers and lines to businesses. A complete wireline is installed to the specified street address or location. Meanwhile, virtual numbers have no limitation of location - it works inside and outside as the number is linked with cloud PBX.
Physical phone numbers charge for call forwarding to a business or a person. However, virtual phone numbers can forward any call or number to a device without additional charge.
Data security is ensured with virtual phone numbers, data is stored automatically. Wherein traditional phone numbers require additional manpower to keep the record of data and information collected over the call.
Virtual numbers are not device-specific, whereas, traditional phone numbers are so. The remote team will face difficulty when using regular phone numbers.
Businesses Use
Businesses become more centralized, while call management becomes more simple, secure, and professional in the prospects for customers. Virtual phone numbers are used for various purposes across a number of industries. Some of the use of virtual numbers will give a detailed insight.
Centralized Process
The communication process becomes more centralized as the number available to the customer is one, but the contact person is more than one. More than one phone number increases, decreasing the chances of prospective customers dialing.
Local & Global Presence
The virtual numbers hold local and global reach. Prospective customers often refuse to pick or answer calls from an unknown number, but with virtual numbers you can match geographic regions, improving call pickup rates.
Tracking Marketing Campaigns
Businesses can track return on marketing investment. Businesses can opt for IVR (Interactive Voice Response) option that will route calls to the specified agent.
Advantages
After having a brief idea about virtual numbers and their types, anyone can understand the advantages. It is beneficial for all organizations across sectors. Let’s explore the pointers that will help businesses choose.
Choose the Best Virtual Phone Numbers
Getting global and local virtual phone numbers is a smooth process. But one myth everyone should remove is that the new number service would lead to loss of callers and hence, revenue. The only work, business, and an individual have to do is, evaluate various cloud service providers. Currently, over 38% of companies have teams that work remotely. Remember, you can port your current phone numbers and can expand in the future.
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