Why are telephone numbers still important?

Date: 30/08/2011

As digital technology advances, people are no longer limited to contacting 0800 numbers when they want to get in touch with a company. Whether it is via text message, instant conversations online or VoIP, the possibilities are expanding every day.

But does this mean the end for traditional telephone numbers? Or will there always be a need for them in society?

Previously, phone numbers were required for everything - to place orders with a company, contact friends, book reservations and restaurants or even to arrange a holiday.

However, the internet has provided an alternative as most tasks can be done online. Even TV competitions can be entered by visiting a programme's website or accessing digital television services.

In particular, communications have changed. Wherever people are in the world, they can contact friends and family using free VoIP services that allow for both voice and video chat. Instant messaging also provides individuals with the chance to have simple text conversations, whether it is on a computer or mobile phone.

Does this mean, therefore, the need for telephone numbers - whether local or non-geographic - is declining? Can companies run their entire operations, including customer relations as well as internal meetings and discussions, using the internet?

Mobile phone manufacturer Nokia does not seem to think so. At the end of June, it stated on its official blog: "I'm afraid that at this point in time, old-fashioned phone numbers are still vital to our communications, even in the era of the mobile internet."

The company also noted that even in somewhere as big as the US, where "phone numbers that seem antiquated in this data-centric era, the numeric phone system remains king when trying to contact someone".

There are many reasons why non-geographic and local telephone numbers are essential to both businesses and individuals. No doubt many larger organisations have call centres that act as the first point of contact for their consumers. Although many companies have online FAQ sections and advice pages their customers can use to resolve simple queries, more complex issues are likely to mean they need to speak to a trained professional who can offer useful advice, especially if something has gone wrong with an order.

If it was not for traditional phone numbers, these would not exist and businesses could still find helplines invaluable when it comes to delivering excellent customer service. Furthermore, if people feel they have been treated well by a company, they could tell their friends and family or make more purchases, thus generating greater revenue. A large number of individuals are likely to prefer talking to a human so they feel as though they are actually being listened to, especially when making a complaint, rather than simply typing their problem into a space on a computer screen and waiting for an email reply.

Another reason why purchasing non-geographic numbers instead of relying solely on the internet can be good for firms is that certain prefixes can actually make them money. Revenue share numbers - or 0844 numbers - allow a company to earn cash every time an individual gets in touch as the pence per minute is paid to the business.

Furthermore, they are cheap to call from landlines, so people are unlikely to have any concerns about being overcharged to place an order or speak to a call centre employee about a problem.

This means they are beneficial to both the business and the consumer - especially as they are memorable digits that people can recall with ease - highlighting how traditional phone numbers still have a place in today's society.

To further emphasis the importance of digits, Nokia concluded its blog post by saying: "You can hand your card to anyone on the planet and be reachable and that's a great thing. Could you imagine your business card if phone numbers didn't exist?"