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Are you ready for Ofcom's UK Calling?
June 22, 2015
The cost of phone calls is changing from July. In fact, this will be one of the biggest changes to the cost of UK telephone calls in a decade.
Ofcom, the telecoms regulator, is calling the change 'UK Calling'. Is your business ready for it?
The confusing cost of calls
Last year, most businesses that serve consumers were banned from providing after-sales support via certain types of telephone number, including numbers starting 0845 and 0870.
However, many consumers are still forced to call these numbers. And there's considerable confusion about what they actually cost. People often end up facing unexpected bills, especially from mobile phones.
There's a plethora of numbers that start 08. What's more, people often don't realise that some numbers starting 07 are not mobile numbers, but are premium rate lines.
The latest changes plan to address this confusion.
The confusing cost of calls
From 1 July 2015, the cost of calling numbers that start 084, 087, 09 and 118 will be made up of two parts:
- An access charge: this goes to the phone company. It will be clear on bills and should be easy to understand when consumers take out a contract.
- A service charge: this is the rest of the call charge. The organisation being called decides how much this is. It must make the cost clear to consumers.
This change means consumers will be able to see how much money the organisation they're calling is making from the call. And that lets them decide whether they want to call – or, indeed, do business with them at all.
These rules will apply to all consumer calls to 084, 087, 09 and 118 numbers across the UK. It does not apply to old 0500 numbers.
The changes do not affect calls to ordinary landline numbers (01, 02, 03), mobile numbers (07), international calls, calls from payphones, or calls to the UK when roaming overseas.
In addition, all freephone numbers (starting 0800 or 0808) will be free to call from mobiles and landlines.
What you need to do
If your business uses one of the affected numbers, speak to the company that supplies it. They should be able to confirm the service charges you will face. You could end up with a higher bill than at present, particularly if you use an 0800 number.
The changes mean that now is a good time to think about whether you want to keep using these numbers, or if you'd prefer to switch to geographic numbers starting 01, 02 or 03.
You should also review all marketing literature, including websites, TV and radio adverts, point of sale materials and packaging.
If any of these materials show a number beginning 084, 087, 09 or 118, you must ensure that your service charge is clearly displayed.
As always, the rules say that ignorance is no excuse for not complying. You can get more information at Ofcom's UK Calling website.
© 2015 Dave Millet, from Equinox.
Four ways to save money and improve your telephone system
February 06, 2013
Regardless of the size of your business, a telephone system is one of the most important tools that you have when it comes to communicating with your staff and your clients.
The effectiveness of your telephone system can make or break a business. In many cases it’s the first point of contact a client may have with you, so remember first impressions last.
Telephone frustrations
I know how frustrated I get when I’m trying to contact a business and I am constantly passed from person to person or put on hold while they find the right contact. It can be incredibly annoying!
Sometimes I even hang up and look at what a competitor is offering. As a business you definitely don’t want this to happen.
An efficient telephone system allows your customer to reach their required destination quickly, saving both their time and that of your staff. Taking a few simple steps to improve the efficiency of your business telephone system can go a long way to improving the image of your business.
Four steps to a better phone system
In most cases, simple changes can create big improvements. So, here's how to get the most from your telephone system:
- Look at new technology. Even if you are stuck in the Stone Age, eventually time will come where you have to embrace new technology. With innovations such as VoIP widely available, there are many ways to cut down your business expenditure. Keep on top of new innovations and you could save a substantial amount of money.
- Ensure your network is appropriate. Cables running all over the office are an accident just waiting to happen. But your office doesn’t have to look this way. By taking the time to sort out your networking you could increase the efficiency of your communications and tidy your office at the same time.
- Look at bundled packages. Many companies offer bundles which allow you to combine your landline phone, broadband and services like voicemail into one package. You only have a single bill to worry about, and often it's more cost-effective to get everything from a single supplier.
- Look at the tariffs available to you. Many telephone providers offer different tariffs depending on the way that you use their telephone service. If you aren’t currently on a business tariff then you could consider making the switch. Business tariffs are generally cheaper for high volume users and come with a range of additional benefits.
Paul James writes for AdaptiveComms, a firm offering business telephone system services.
- Getting the right business phone system
- How our phone system helps us work together
- Choosing a telephone system supplier
(Image: Flickr user Tim Green.)
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