1300 numbers vs 1800 numbers
So what's the difference between 1300 numbers and 1800 numbers? We've put together this handy guide to walk you through all of the benefits and features of 1300 and 1800 numbers.
This indispensable advice will help you with everything you need to know when buying a 1300 or 1800 number in 2021!
In this info-packed FAQ we explain...
Differences between 1300 and 1800 numbers
The advantages of using a premium phone number for your business
How to best configure a 1300 number for business
Buying 1300 and 1800 numbers
Costs associated with 1300 and 1800 numbers
So if you are serious about enhancing the profile of your business, let’s discuss how you can put the benefits and features of 1300 and 1800 numbers to work for you.
Let's explore more...
What are 1300 and 1800 numbers?
1300 numbers and 1800 numbers are considered premium business phone numbers. This is because of their enhanced functionality versus a standard landline or mobile phone number. Technically speaking, they are a 10 digit inbound number used by businesses Australia-wide. 1300 and 1800 numbers are an ideal way of managing the flow of incoming calls for businesses both large and small. Indeed, they negate the need for an expensive Private Branch Exchange (PBX) system. More on that later.
Also known as ‘virtual phone numbers’, 1300 and 1800 don’t require a physical phone line connection. Instead, when you buy a 1300 or 1800 number you must set them up to route incoming calls to an existing phone number (such as landline, mobile or VoIP). This means that calls to your business 1300 or 1800 phone number can then be diverted to multiple phone numbers, making it much easier to manage the flow of incoming calls.
1300 vs 1800 number functionality
Whilst functionally the same in terms of technology, features and functions, 1300 numbers and 1800 numbers have one key difference. And that's the caller's cost to ring them.
Ringing a 1800 number in Australia is always free. Some callers will pay a small flagfall cost (around 20 cents) to ring a 1300 number.
The quintessential question we hear a lot is: 1300 and 1800 numbers - which is best for my business? Many Australian businesses use a 1300 number to signal to customers that they are a professional, national level business. On the other hand, 1800 numbers are typically used by charities, not-for-profits and information-providing businesses since they are always free to call. But most people ring from a mobile, and most mobile phone plans include unlimited calls to 1300 numbers.
Why your business needs a 1300 or 1800 number
The benefits of 1300 and 1800 numbers for business are manifold. Here’s just a selection of the advantages of having a 1300 or 1800 number for your business.
Raise the profile of your business
When you use a business 1300 or 1800 phone number, potential customers are more likely to perceive your company as more professional, reputable and trustworthy than the competition. Think about this: it is the difference between using john@gardenerjohn.com.au versus gardenerjohn@yahoo.com.
Instant reconfiguration
If an unexpected emergency means that you have to be out of the office and away from the phone, you can instantly change your 1300 number call forwarding options to ring an alternative phone or even a messaging service so that those important business calls need not go unanswered.
Understand your customers better based on their call behaviour
When you purchase a 1300 or 1800 number you are also buying powerful call data. In the world of business, understanding the data is integral to driving change and increasing productivity and profitability. You can use your 1300 or 1800 number call data to ascertain the times of the day most customers reach out to people.
You can also reveal from where your callers are ringing, and the type of device they use. Once you understand this, you can begin to develop targeted marketing strategies based on your typical customer’s behaviour.
Manage call flows effortlessly
If your business employs multiple teams, or is spread out across different locations, your 1300 number can be configured to route incoming calls to the most appropriate team. This will then become an automatic process. The good news is that you can even route incoming calls based on the time of day, so after-hours calls to your business can be forwarded to a voicemail answering system or to a call centre service.
Best practice set-up of your business 1300 phone number
When you buy a 1300 number you are not simply replacing your old local area number or mobile phone number. Rather, you are acquiring a premium business phone number that boasts a lot of unique benefits and features. For example, not only can you use the call forwarding configuration options to help better manage call flow, you can also do away with the need for an expensive PBX office phone system.
Let’s explore how your business can benefit from a premium business phone number by discussing...
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1300 number features
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1300 number routing configurations
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1300 number tips and tricks
Call Routing
A business 1300 number gives you options when it comes to how you would like incoming calls routed. You can divert calls to your existing phone landline or mobile phone numbers. You can also divert incoming calls to multiple phones and have each phone ring individually. If no one answers, the call will be placed to the next number in sequence, and so on. Alternatively you can opt for having all of your team’s phones to ring simultaneously and whoever answers the phone first takes the call.
You can even route your incoming 1800 business number to ensure an even distribution of calls between members of your sales team. This will help ensure your salespeople are empowered to do their job by fielding calls from customers.
Pre-recorded greeting
You can use a pre-recorded message to greet callers, letting them know they’ve called the right number to help them with their query.
Options for business hours vs after-hours
In order to maximise the efficiency of your 1300 number, you can route incoming calls to different answerpoints (established phone services) based on whether it’s inside or outside of normal business hours. Businesses usually use this option to route incoming calls directly to an answering service outside of business hours. However, businesses which maintain longer hours than the average business day may use this feature to divert calls to different work teams, depending on when teams are on the clock.
Call Whisper function
You can use Call Whisper to let you know if the incoming call is a business call placed to your 1300 or 1800 number, or a personal call. That way you know to answer business calls by stating the business name.
Interactive Voice Response (IVR)
Buying a 1300 or 1800 number means you can do away with expensive Private Branch Expensive (PBX) business telephone systems. Instead, you can use an Interactive Voice Response (IVR) to play customers a pre-recorded message that prompts them to enter a number on their phone’s keypad. Callers can self-direct their query to the correct person or department. A typical script for an IVR might sound something like “Thank you for your calling [insert business name]. Please choose from the following options. Press 1 if you wish to speak to someone in our sales department. Press 2 for accounts”, etc.
Geographic-based routing
1300 and 1800 numbers intuitively detect where in Australia a customer is calling from and can then divert the call to different answerpoints based on the caller’s location. This feature is great for franchises as it means they can use a 1300 number as a single point of contact for all their customers nation-wide.
Missed phone call notification
Missing a phone call when running a business means missing out on potential profits. Another great feature of 1300 numbers is that you will get an email notification if a call to your 1300 number that has been diverted to a landline goes unanswered.
Call recording
Understanding the quality of your customer’s phone call experience is paramount if you want to deliver exceptional customer service. 1300 and 1800 numbers make this possible through call recording. This great feature can then be used to help train staff on proper phone etiquette. At the termination of every call you receive an audio file (via email) of the recording of the phone call. Please note: due to privacy regulations, it is required that you advise callers that their calls are being recorded.
Call barring
Don’t tie up your phonelines with abusive or prank callers. Block them directly at the 1300 number level. That way you only receive calls from people whom you choose to do business with.
Ready to get a 1300 number?
How to get a 1300 or 1800 number
Many Australian businesses use 1300 and 1800 numbers because it raises their company’s profile to a national level, meaning customers do not have to dial an area code when calling.
When it comes to purchasing a 1300 or 1800 business number there are many service providers to choose from. The process of getting a 1300 or 1800 number is pretty straightforward as you can buy them online. Furthermore, activating the number so that you can begin receiving calls takes no longer than a couple of hours.
Read on if you want to know more about different 1300 number ownership options as well as how to find the right phone number for your business.
Getting a 1300 vs 1800 number
Most phone providers sell both 1300 and 1800 numbers. It is important to note that a 1800 number plan will usually cost a little more than a 1300 plan. However, the most critical consideration for businesses should be who actually owns the number.
1300 number ownership
Ultimately, all 1300 and 1800 numbers are owned by the Government (ACMA). Businesses may purchase the rights to exclusive use of a number so the business then becomes known as the enhanced rights of use (EROU) holder. The good news is that this entitles you to transfer the number to another provider at any time. EROU holders of 1300 numbers retain ownership of the number as long as it is active on a network.
The benefits of leasing vs owning a 1300 number
Some 1300 number providers have purchased the rights to many 1300 numbers and might only offer to lease them to customers. However, it is always better to own the rights to your own business 1300 number rather than simply leasing it. Being the EROU holder of a 1300 number means you won’t have to sign up a lengthy leasing contract (of typically 3 years). What’s more, if you lease your number and become unhappy with the service you receive you won’t be able to take your number across to a different provider.
1300 and 1800 number availability
The Australian Communications and Media Authority (ACMA) oversees the use of all 1300 and 1800 numbers in Australia. The ACMA releases these phone numbers to the market via service providers who then offer them on to business customers to use. You may think that all the 1300 and 1800 numbers have already been taken as they have been available on the market for many years. However, because there are a million different permutations of each type of phone number it means that there are still plenty of available numbers out there!
A Phoneword is a 1300 or 1800 number that spells out a word when typed into a phone keypad, such as 1300 BARBER, 1800 MOWING. 1300 or 1800 numbers that have a memorable sequence of numbers are also called Phonewords, such as 1300 123 123.
Searching for your new 1300 number
The first step is to contact a phone number service provider you trust who can perform a search for all available 1300 and 1800 numbers. However, it is important to note that nearly all of the most in demand phone numbers have already been purchased. But with a little creativity you can find an optimal 1300 number for your business.
Looking for a 1800 Phoneword
1300 and 1800 Phonewords
1300 Phonewords are sold for a once-off purchase price; and this price depends very much on the desirability of the number. Phonewords can range in cost from as little as $400 all the way to $20,000!
There is no difference between standard 1300 and 1800 numbers in comparison to 1300 and 1800 Phonewords other than the fact that Phonewords have an initial purchase price as determined by the ACMA.
Telstra 1300 vs 1800 numbers
Contrary to popular belief, Telstra are not the only company that can provide your business a 1300 or 1800 number. Nor do they own these numbers outright. There are literally hundreds of 1300 and 1800 phone number providers that can supply you premium business numbers replete with all the aforementioned features and functionality. However, it pays to read the fine print as some providers will want to charge you extra to use certain features.
Telstra Phonewords
The term “Telstra Phonewords” is simply the name of an old marketing campaign run by Telstra advertising 1300 and 1800 numbers (which are exactly the same as ACMA Phonewords).
How to buy a 1300 or 1800 number
There are many 1300 number service providers to choose from. The most important tip is to find the one that offers the best options and value to match your business needs.
All 1300 number plans follow the same basic structure:
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1300 number features
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1300 number routing configurations
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1300 number tips and tricks
Manage call flows effortlessly
If your business employs multiple teams, or is spread out across different locations, your 1300 number can be configured to route incoming calls to the most appropriate team. This will then become an automatic process. The good news is that you can even route incoming calls based on the time of day, so after-hours calls to your business can be forwarded to a voicemail answering system or to a call centre service.
1300 and 1800 number costs
1800 numbers are freecall phone numbers, meaning it’s always a free call to dial a 1800 number. On the other hand, calls placed to a 1300 number from a landline can incur a small fee (usually 25c) for the caller. However, these days most people use their mobile phones and most mobile phone plans include unlimited calls to 1300 numbers, but you still should check this directly with your phone supplier.
Some 1300 and 1800 number providers charge minimum monthly fees, plus call rates, fees for optional features as well as support fees if you need to change your number’s routing or cancel your number. That’s why it is essential that you carefully read your service provider’s Critical Information Summary which outlines all their costs for hosting your 1300 or 1800 business number.
On the other hand, at Telephonic, we sell 1300 and 1800 numbers very differently. Yes, our monthly fees might be slightly higher, however, all calls are included FREE of charge to our customers! We think this is a fairer way of delivering not only value but also peace of mind and great customer satisfaction to our clients.
Find the best 1300 plan for your business
1300 number charges
1300 business number holders will usually have to pay their service provider a monthly hosting fee, and some may even have to pay per-minute call rates.
1800 number charges
Calling a 1800 number is a free call from anywhere in Australia, from either a mobile or a landline.
And like 1300 numbers, 1800 business number holders will usually have to pay their service provider a monthly hosting fee, and some may even have to pay per-minute call rates.
Overseas calls to a 1300 number
Mobile phone providers set the cost of international calls made to a 1300 or 1800 number. Don’t forget that you will also have to pay your provider’s roaming charges and may even have to pay a flagfall, or even a time-rated fee. As we’ve said before, it pays to check the fine print!
How to get 1300 and 1800 numbers for less
It is possible to buy less expensive 1300 numbers. Some service providers offer new 1300 numbers with unlimited calls included free of charge, so all you pay is the cost of your monthly plan fee.
What is a 13 number?
13 numbers (like 13 13 13) work exactly the same as 1300 numbers, except they only have 6 digits. They also attract an annual mandatory Government levy of around $8,000. This is typically why you only see larger corporations using a 13 number. Please note: the annual fee for a 13 number should be no more than $8,000. If you are paying more than this you need to change your provider.