IT Enterprise Services
A guide to choosing the right
Customer
Name
inbound
numbers
Capita can provide a full
range of inbound numbers
including all varieties of
08, 03 and UK 01/02 local
area numbers.
An intuitive portal provides customers
with full control of call rouiting features
and performance information.
With so many choices it can be
confusing to know which number
type will be most appropriate for your
organistion.
No phone charges in
excess of basic rate for
post-contract phone
queries.
Basic rate numbers are defined as a
01, 02, 03 or 07 mobile numbers. This
means that businesses can no longer use
0845, 0870, 0844 or 0871 numbers for
this purpose.
A new Consumer Rights Directive (CRD)
comes into force on 13th June 2014 that
states :
So, if you operate a post-sales telephone
line that consumers (not businesses)
can call relating to that order AND you
aren’t in an exempt industry, then by
13th June, you must offer an 01, 02, 03
or mobile 07 number.
“Where traders offer telephone helplines
for consumers to contact them about
something they have bought, there
should be a number available on which
the consumer can call for this purpose at
no more than the basic rate”
The type of service offered will influence
whether you want to generate revenue
from your inbound calls or are looking to
encourage callers by making the service
free to call or at a minimal cost.
The cost to callers can also vary
according to where they are calling from
i.e, from a landline or a mobile and will
depend on their own service provider
too.
Ofcom is taking steps to try to make
charging fairer and clearer but this guide
should help in the decision making
process.
Contact us at [email protected] or visit www.capita-ites.co.uk/VNS
Call 0333 2407427 to arrange a meeting
Capita inbound number choices matrix
ppm - pence per minute
Description
Numbers
UK local area numbers
01 and 02
local area
codes
UK 03 numbers
030
033
Typical cost to
caller
(ppm)
- Standard UK call rates
- Included in mobile
bundles
- At, or close to, standard
UK call rate
- Included in mobile
bundles
- Free from UK landlines
0800
- Cost from mobiles can
0808, 0500 be high
“National” rate
0870
“Local” rate
0845
Revenue share
0844
Mobile short codes
0871
5 digit
numbers
1-1.5 ppm
Notes
- Service appears to be locally based
- Low cost to caller
- Reasonable cost to number owner
01/02 numbers can be ported across
to an inbound service for redirection
Free to call
Revenue share
Typical cost to
number owner
(ppm)
- At, or close to, standard
UK call rate
- Included in mobile
bundles
1-1.5 ppm
2-3 ppm
1.5 - 2 ppm
- Number not associated with a local area
– can appear nationwide
- Low cost to caller
- Reasonable cost to number owner
- 030 range dedicated to public sector and
- Known as Free Phone numbers
- But can be expensive from UK mobiles
Were revenue generating numbers until
Ofcom changed status in August 2009 due
to misleading “National rate” name. Calls
to these numbers were costing a lot more
than calls to UK National numbers at the
time – typically 8-9ppm
- 3-4ppm from UK
landlines
- Cost from mobiles can
be high
Numbers still
generate very small
revenue share, but
this is likely to change
As per 0870 the “Local rate” name is
misleading to consumers as they typically
cost more than calls to true local numbers.
Ofcom is expected to change their status
at some point.
- Most common (G6)
numbers cost 5-7ppm
from UK landlines, but
lower price points
(1-4ppm) to call are
available
- Cost from mobiles can be
Numbers generate
revenue to owner of
approx 2ppm
Issued as the standard revenue share
number range following the confusion
around 0845 and 0870 numbers
- Most common (G7)
numbers cost 10-12
from UK landlines
- Cost from mobiles can
be very high
Numbers generate
revenue to owner of
approx 4 -5ppm
The use of and advertising of these numbers
are regulated by Phonepayplus. Customers
using these numbers need to register at
www.phonepayplus.org.uk and adhere to
their guidance or Capita may be instructed
to cease/restrict service
Various price points from
free to call to premium
rate
Dependent on cost to - Advertised to mobile users to provide
call price point.
cost certainty rather than “calls from
Owner will be charged mobiles will cost considerably more”
or can generate a
- The caller will pay the advertised rate
revenue share
- Work in same way as 08s – ie calls routed
to any UK landline
Contact us at [email protected] or visit www.capita-ites.co.uk/VNS
Call 0333 2407427 to arrange a meeting