For every business in Australia, the ease with which customers can contact them can have a significant impact on their overall experience and perception of your brand.
The preferred method of doing so for most people is email or phone, and while the former is often used for general enquiries, the latter is more widely adopted for more pressing matters when you need an immediate answer.
When it comes to phone numbers, companies can choose to use a local number that has been assigned to them by their landline supplier or adopt a 1300 number instead.
There are pros and cons to both, which leads some to ask which is the right one to pick for their business.
Well, in this guide, we’ll highlight the key differences, advantages, and potential drawbacks of both 1300 numbers and local numbers to help you decide on which way to go.
What Is a 1300 Number?
A 1300 number is an inbound phone number that many businesses use to receive calls.
They can be answered on both a fixed landline or mobile and are available in two types – normal issue, which is the standard 1300 numbers most companies use, i.e., 1300 293516, and Smartnumbers, which are customised to be highly memorable.
The latter could be in a pattern, such as 1300 123456, or involve consecutive digits like 1300 223344. Additionally, it could be associated with a word like 1300 HEALTH, which makes it easier to recognise its actual number of 1300 432584.
A 1300 number can be answered on a mobile or fixed landline and is often referred to as a “shared cost” number because the cost of the call is shared between the business and the customer.
From a customer’s perspective, calling a 1300 number incurs a standard local call rate, no matter where they’re located in Australia. As these numbers are not tied to a specific region, they allow businesses to establish a national presence.
You can secure 1300 numbers in Australia with Teleca.
What Is a Local Number?
As the name suggests, a local number is a landline number that is tied to a specific geographic area within Australia.
Each state and territory has a particular area code as follows:
- New South Wales and Canberra (02)
- Victoria and Tasmania (03)
- Queensland (07)
- South Australia, Western Australia, and the Northern Territory (08)
Generally speaking, local numbers are often associated with smaller, regional businesses.
Advantages of 1300 Numbers
Some of the main advantages of a business having 1300 numbers are as follows:
- National Presence
A 1300 number provides you with the ability to position your business as a national entity.
This is particularly beneficial for companies that sell their products or services to customers across multiple states or regions because it ensures no one feels excluded based on their location.
- Flexibility and Call Routing
1300 numbers are extremely versatile because calls can be routed to a landline, mobile phone, or even multiple locations based on specific criteria.
This can include the time of day, e.g., after-hours calls forwarded to a mobile and the caller’s location, for instance, calls from regional Victoria being routed to your Melbourne office.
This flexibility ensures that your business never misses a customer query, regardless of where you or your team are located.
- More Professional Appearance
For small or medium businesses looking to compete with larger corporations, a 1300 number can help them create a more professional image.
That is because customers are often more likely to trust businesses that seem established and accessible, which is the perception these numbers bring.
- Advanced Features
Many 1300 providers offer additional features that can help improve customer service and track business performance. They include call recording, detailed analytics, and voicemail-to-email services.
Drawbacks of 1300 Numbers
Despite their advantages, some people believe there are drawbacks to 1300 numbers. They include:
- Shared Call Costs
While customers pay a standard local call rate, your business will still need to cover part of the call cost, which, depending on the volume and duration of the calls you receive, can add up over time, particularly if you’re dealing with high call volumes.
- Less Local Appeal
If you are a business that relies on building close ties with cafes, tradespeople, or local services in your immediate community then customers who are looking to shop local might be put off by a 1300 number.
Advantages of Local Numbers
If you are contemplating adopting a local number, here are some of the main advantages to doing so.
- Trust within the Community
Using a local number helps build trust with nearby customers by demonstrating that you are a part of the community. It also implies that you are directly accessible to them, which can be a deciding factor in making a purchase.
For instance, a plumbing service in Toowoomba with a (07) number is likely to be preferred by locals over a 1300 number, as it gives the impression that your company is close by and, therefore, ready to respond quickly.
- Cost-Effective
Local numbers are typically much cheaper to set up and maintain as compared to a 1300 number. This should directly appeal to customers in your region as they will appreciate the low or no cost involved in calling your number.
- Simple Setup
Unlike 1300 numbers, local numbers don’t require advanced configurations or routing, which means they can very easily and quickly be set up.
Drawbacks of Local Numbers
Like 1300 numbers, local numbers have their drawbacks. Some of the main ones are:
- Limited Reach
If your business serves customers outside your immediate region, a local number may not be ideal. Customers in other states might hesitate to call digits with an unfamiliar area code due to perceived long-distance charges or a sense that the business isn’t relevant or able to quickly serve them.
- Not transferable
Local numbers are tied to a specific location, so if you relocate your business to another state or region, you will need to change your phone number.
Aside from being costly to replace all your printed marketing materials, this could also disrupt your customer’s ability to contact you.
- Perceived Small Scale
For larger or growing businesses, a local number might signal that your operations are confined to a specific area. Unfortunately, this could limit your ability to attract clients on a national basis.
Which One Should You Choose?
Ultimately, this decision depends on your business and customer base.
If you want to attract customers from all over Australia, you are better off with a 1300 number from someone like Teleca.
But if you’d rather serve locals only, then choose a traditional area code phone number.