lompos wrote on Nov 28
th, 2010 at 8:40am:
Commendable statement on the Esure website under "Contact"
Quote:7. Geographic telephone numbers
esure uses non-geographical numbers as this is the most efficient way for us to handle and distribute incoming calls that may need to be handled in either our Manchester or Glasgow office depending on staff shifts and callers' requirements. ... ... In the meantime, we are able to accept calls on the following geographical numbers but please be aware that it may be slightly slower for us to route your call correctly.
That quoted above may indeed be commendable. The following is NOT:
Quote: ... Many telephone companies' calling plans are starting to recognise the need to treat 0845 numbers in the same way as geographical numbers, so that they don't incur a cost to people with inclusive call packages. This will help to ensure that people who do not pay for geographical calls don't incur a cost when calling us. ...
For the reasons given by Dave, it is only one telephone company (BT) that is able to readily include 0845 calls in its call plans without an excessive impact on other customers. By virtue of its market presence, some of its direct competitors are forced to follow suit, whereas other resist and maintain a fair system of charging.
BT's move is in anticipation of a regulatory change. Once that regulatory change (removal of revenue sharing from 0845) is implemented, then others will include 0845 calls in packages, and esure's costs will rise. Esure could bring this point forward quite easily by immediately switching to 03 numbers - the equivalent 0345 numbers being perhaps the most suitable.
Esure offers a premium service - swift routing of calls - on a premium rate number. It also offers a standard service on a standard rate number. That fact should be clearly understood and explained. Customers may wish to comment on the suitability of the words used (premium and standard) in absolute, rather than relative, terms. It could be that some would prefer "poor" and "appalling".