GoResponse Telephone Answering Service Staff

0845 numbers decline after recent legislation

telephone212.1It has been revealed that the number of 0845 numbers still in circulation has declined by 7 per cent after new legislation was introduced. On June 13th, 2014, it became illegal to have customer complaint lines on 0870, 0845, or similar numbers. Many call centres have made changes to their numbering structures as a result.

Research sponsored by NewVoiceMedia highlighted that the number of telephone answering services that utilise 0845 numbers has fallen over the past 12 months. In fact, between 2014 and 2015, the percentage of firms using such numbers dropped to just 10 per cent. In addition, 0870, 0871 and 0844 numbers have declined. This means that customers who need to contact companies regarding complaints and problems are no longer held hostage to premium rate lines to do so. Instead, they can access cheaper or free options; this should end up giving consumers a better service overall.

Meanwhile, there has been a 7 per cent gain in the use of 03 numbers. The shift is expected to continue, thanks largely to new rules brought in on July 1st, 2015. At this time, Ofcom ruled that any 084, 087 or 09 numbers have to have their access charge and connection fees clearly displayed. As a result, many call centres have simply switched to alternative options. The switch is likely to continue as many companies want to avoid displaying high service charges and opening themselves up to potential negative branding.

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