Direct
inward dialing (DID) is a service provided by a dial tone carrier or
communication service provider. Typically the carrier allocates a range of
telephone numbers that are routed to a company’s existing dial tone in its
phone system. DID service allows an outside caller to directly reach an
extension (or group of extensions ex. Service dept.) of an office without the
assistance of a receptionist or automated attendant by assigning DID numbers to
a business. DID numbers have become important in IP communications in
connection with SIP trunks and hosted phone systems.
Local
Presence:
Obtaining
DID numbers can offer a company the ability to appear to be a part of the local
community but yet not have a physical location in the area. Customers typically
prefer to conduct business with local vendors because it offers a higher level
of comfort; close access, faster service and more accountability. If you use
DID numbers, your telephone number is no longer restricted by your geographical
location. For example, your business office is in New Jersey but you want to
seek clients in New York. You can have your dial tone carrier provide a DID
telephone number that is “local” to New York (a 212 area code) and have it
forwarded to your PBX system in New Jersey. Potential clients seeing this
telephone number advertised will get the impression that you have a local
presence in New York. If you have local numbers across multiple locations, you
can increase your probability of getting calls for new business.
Cost
Savings:
There are
several cost savings associated with DID numbers. If your business has multiple
locations, you can save money by investing in a single phone system, installing
it at the main location. Utilizing IP technology and DID numbers, you can
install IP phones at the remote locations and have DID numbers local to each
location assigned to your dial tone at the main location. This eliminates the
cost and maintenance of a PBX at each site and the associated monthly dial tone
bills.
Lower
labor Expenses:
DID
service can lower your labor costs by minimizing receptionist duties. If you
assign DIDs to every employee, any caller may directly reach their intended
party by dialing the DID of the employee, thereby eliminating or minimizing the
duties of an operator. Rather than answering every incoming call, the
receptionist can be reached only when needed by the incoming caller. This
enables the receptionist to attend to other duties during the day.
Efficiency:
These
days, calls want to reach their intended recipient as fast as possible. Callers
do not appreciate being placed on hold, listening to an automated attendant, or
going through several options prompts to reach the employee. Many do not know
or recall the extension of the employee and get irritated when requested to
dial the party’s name, especially if it is the last name. Assigning DIDs to
every employee gives callers quick and direct access to each employee. Hold
times will be shortened, caller frustration will be minimized and telephone
traffic will be managed more efficiently.
Higher
Customer Appreciation:
Last but
not least, clients tend to feel that they are getting a better level of service
when they are able to directly reach an individual. There is a more personal
component when you call the employee and not the company.
In
summary, businesses are choosing to incorporate DIDs into its communications
solution to gain a competitive edge.
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