Users may accept calls from anywhere in the globe with a virtual phone number, just as they can with a standard phone number, and the process is just as simple. When the Pandemic struck the world, it became critical for businesses to speed up their technology and build an efficient working system.
Virtual numbers came to the rescue of many organizations by providing flexibility to customer care workers who continue to operate from home.
What is a Virtual (Phone) Mobile Number?
A virtual (phone) mobile number, also referred to as a Direct Inward Dialing (DID) number, does not need any physical equipment to operate. The number can be used to redirect and route calls between phone numbers, IP addresses, or devices.
Using a virtual phone number allows you to record, monitor, and track the performance of your business for better results. Virtual business numbers can be used by businesses to reach domestic and international markets.
A virtual mobile number is a phone number that is not connected to a physical network and may accept an unlimited number of calls at the same time. The performance of calls received on a virtual phone number may be recorded and monitored.
Your company no longer requires a standard phone line to communicate. A virtual number can be used for making and receiving calls just like a conventional phone number. Both inbound and remote/field workers can use the same phone number.
How Does the Virtual Phone Number work?
Virtual numbers do not require EPABX systems, SIM cards, or wired networks. They can be emceed on a cloud platform that directs calls between two or more parties according to pre-determined criteria.
Inbound calling allows customers to call the virtual number, including toll-free lines, just as they would any other phone line. They can be routed automatically based on factors such as location, call time, and so on, or they can be forwarded to an IVR that can route the call depending on their exact inquiry.
For outgoing calls, your field sales representatives may use your CRM program to dial securely to the customer, which is then routed through the virtual number.
To make or receive secure calls, your employees may use their own devices — landlines or personal mobile phones — from wherever they are.
You may create call flows based on your company's requirements.
You have the option of selecting which devices you wish to use to operationalize calls.
You may set up parallel ringing, call recording, and analytics, among other things.
Difference Between Virtual number and Regular Number:
A normal phone number is associated with a local or national phone service provider's phone line or SIM card. It is costly and requires frequent maintenance for office systems to install telephone lines throughout the building to connect each phone.
As opposed to a physical number, a virtual number allows you to use the phone from a variety of devices and locations. The infrastructure required for a virtual number, such as data backup and software, is often housed by the service provider, leaving you with minimum upkeep.
|
Regular
Phone Number
|
Virtual
Number |
|
On Frame Infrastructure |
Internet-based |
|
High Maintenance |
No or Low Maintenance |
|
One call time per second |
Concurrent calls |
|
The tiresome process to add or remove lines |
Agents can be added or removed without contacting the service
provider |
|
A single feature of receiving or making calls |
Features such as automated calls, SMS broadcasts, and real-time
call tracking are also available. |
|
Inflexible |
Highly Flexible and Scalable |
|
Complicated to integrate with business applications |
Cordial with digital systems such as CRM, ERP, etc. |
Different Types of Virtual Numbers:
1. Mobile Number:
A virtual mobile number is a number that appears like a regular phone number and is used by field agents to make secure calls to consumers. Agents may use their existing mobile devices to make calls while effortlessly distinguishing between personal and business conversations.
They're still cloud-based and have nothing to do with the field agent's phone or SIM card. As a result, the virtual mobile number must be linked to a CRM or similar tool to function, and it may not allow SMS.
2. Landline Number:
Virtual landline numbers are ones that have the same format as a local landline number, such as an STD code number. This is particularly beneficial for intra-organizational communication and for routing calls to other devices to enable remote work continuation. Many sales groups and small firms also use virtual landline lines as their office phone number.
3. Toll-free Number:
Calling a toll-free number is usually free for the caller, but the business bears the costs. Businesses provide toll-free numbers in the event that consumers need to contact them. For example, the sales line and the phone to report fraudulent behavior or contact emergency services may both be toll-free.
A single virtual toll-free number can be linked to many channels, allowing an available agent to take the call without the consumer having to wait in line.
4. Local Number:
A local virtual number has been altered to seem like a local phone number. Customers may be apprehensive of taking calls from unknown numbers. Therefore this enhances pick-up rates.
For example, a call made using a local number can contain the STD code of the receiver's location, making it appear as though the call was made locally. A call center can provide better service to clients in the United States with a US-style phone number.
Virtual Mobile Numbers - How can a business use them?
1. Remote Work:
Many firms, including SMBs and corporations, have recently begun to use virtual numbers to facilitate remote work. Employees working from home can use a virtual number to access the corporate phone system as if they were in the office.
Intelligent call routing using virtual numbers, in fact, may easily integrate field employees with office teams and allocate calls correctly. You don't have to transfer a client to a separate number; you may just transfer their current call to a remote agent if one is available.
2. Lead Engagement:
Virtual numbers assist in identifying the source of leads and converting them by placing them in the right call flow. Prioritization can be set based on the lead score. You may also use notification triggers to guarantee that agents respond more quickly.
3. Track Offline Marketing Effectiveness:
To obtain an exact sense of the leads generated by each advertising campaign, channel, area, language, and so on, you may assign a separate virtual number to each. It also aids in the measurement of the return on investment (ROI) of offline initiatives.
4. Customer Disputes:
Using a virtual mobile number through a cloud platform that logs all incoming and outgoing conversations can assist in maintaining records and resolving consumer complaints.
5. Employee Training:
Customer service and sales are predominantly made by telephone. If you do, you can also utilize the virtual number-based system as a teaching tool! Call analytics may be used to track KPIs and identify training opportunities. You may also utilize top-performing agents' call records as examples during the onboarding process to help other agents improve their performance.