Sales Director
DDI numbers are used extensively in businesses, but with more companies transitioning to VoIP systems, it's perhaps a term smaller businesses aren't familiar with. This post explains what DDIs are, detailing some of the benefits of using them.
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DDI stands for "Direct-Dial-In", and these numbers enable callers to reach a specific extension without speaking to a switchboard or using an automated menu system.
DDI numbers are typically within a range associated with the business's main number.
There is no difference between DDI numbers (Direct-Dial-In) and DIDs (Direct Inward Dialling). DDI is the term used most often in Europe, whereas DID is used more widely in the US and other countries outside of Europe.
When you set up your business phone system, you can ask your VoIP provider to issue a range of DDI numbers and any primary numbers you need. Typically, you'll be provided with a list of DDIs that are a sequence of your primary phone number.
For example, your primary phone number might be 01202 551000, and you ask for a range of 20 direct-dial-in numbers. Your provider would therefore issue a range such as this:
Each of those numbers can be programmed to go directly to a specific person or group of people, so you can provide customers and others with a quick route to the people they want to speak with.
There are several benefits of implementing DDI phone numbers in your business, but please remember that you don't have to deploy them to every user. You could give each of your sales team a DDI number so customers can easily reach them but choose not to do the same with other departments and teams.
By implementing DDI numbers, you enable faster communications between team members, customers and employees. You remove the need for people to first speak to a receptionist or switchboard, which means less time spent waiting and more time spent having conversations.
Customers spending time on hold or passed between team members can directly impact relationships and sales. Nobody likes to hang around, especially if they are paying for a service. By implementing DDIs, you give your essential customers direct access to your team, minimising the time they spend waiting and getting frustrated. If they urgently need to speak to one of your team, they can simply call their DID number and either talk to them there or leave a message. Of course, there's no guarantee that the receiving person is available, so that's where hunt groups, call forwarding, and voicemail comes in.
DID and DDI numbers don't have to be within a specific range. While in the past, they were issued in this way, that's not the case with the latest VoIP phone systems. You and your team can have DDI numbers in any town, city or country worldwide. This flexibility allows you to present a local image to customers wherever your office is based.
By implementing DDIs, incoming calls arrive with the correct person every time, minimising the need for colleagues to transfer calls. Customers and colleagues quickly arrive at the right destination and can focus on work rather than waiting around.
When you combine DDIs with a VoIP solution, you get ultimate flexibility with incoming calls going directly to users' mobile phones, desktop softphones or handsets. If one of your colleagues is out of the office and a customer calls their DDI, their VoIP system app on their mobile will ring, and they can pick up the call just as they would if they were in the office. This type of flexibility empowers flexible working and contributes to improved efficiency and customer experience.
DDIs or DIDs don't have to be used solely for individuals; they can be used for groups of people too. Many companies will use a DDI for specific marketing campaigns to easily see and track the results. With call analytics, you'll be able to see when people called off the back of your marketing activities.
Having worked for T2k for nearly 25 years, it's fair to say that Lee is an expert when it comes to all things telephony and business communications. Overseeing the commercial side of the business, he has helped the company evolve and grow through the decades. In recent years, and with the advent of VoIP and hosted telephony, Lee has made sure that T2k is at the forefront of technological developments. With a firm interest in helping businesses navigate the world of telecoms, Lee is responsible for the majority of the content on this website.
