f your company uses 800 service, you are probably aware that you can move your service to another carrier without losing that all-important 800 number. That's what we call "800 portability."
As part of its efforts to promote competition, the FCC endorsed the idea of portability in 1991. The provision of 800 service by carriers other than AT&T dates back to 1985. The goal was to stimulate competition in this $7.5 billion industry by removing a major technical barrier. Perhaps increased competition would level the playing field, said the FCC.
Further, if it is possible to reuse one's 800 numbers when changing carriers, so the logic went, then consumers will benefit from lower rates and improved service stimulated by competition. Yet another example of "We're from the government, and we're here to help you."
The problem was getting the technology in place to support this feature. Number portability requires that local exchange carriers (LECs) screen 10 digits on 800 calls, rather than six. Next comes a lookup function using a master database, which verifies the user of that 800 number.
After that, the call is routed to the appropriate long- distance carrier for final completion.
One of the major problems for LECs was satisfying the FCC's mandates for "post-dial delay." This is the time it takes from when you push the last number on a touchtone pad to when you hear ringing at the other end. The FCC's original goal was for no more than five seconds of post-dial delay on 97% of calls by March 1993 (the original date of introduction).
The second part of that mandate was for 100% of calls to have less than five seconds post-dial delay by March 1995. At the time, the FCC's goals were considered very optimistic. As such, the LECs requested waivers extending the first deadline of March 1993. It simply was too much at that time. The FCC subsequently extended the deadline to May 1993.
Developing a large enough data-base wiht information on all 800 service users was a major problem, but that was eventually resolved. On May 1, 1993, 800 number portability became a reality. To date, the service has worked well. In fact, the only thing that seems to change regularly is the number of claims by long-distance carriers of their success at moving 800 customers over to their camps.
Today, almost a year after 800 portability entered the market, 800 service continues to thrive. All three major carriers--AT&T, MCI and Sprint--have aggressive marketing programs to 1) retain existing 800 customers, 2) attract new 800 service customers, or 3) lure existing 800 customers away from their current service provider.
So why, after all of this, would you want to change carriers for 800 service? Price is certainly one reason. If you're onn a special agreement (e.g., Tariff 12) for 800 service, you may have the option of switching to another carrier, but check your contract carefully.
Service assurance is another important point. If 800 service is essential to your company, you'll want to make sure your carrier can keep it operational in an emergency.
Availability of certain features is another possibility. However, some features, e.g., time of day routing, have existed for several years. Not much incentive there. But the provision of "intelligent" services, including those that look suspiciously like ACD functions, are quickly emerging as new deciding factors. Som eof these new features include interactive voice reponse (IVR), network-based voice messaging, and call routing to the next available agent. You could say that network 800 service is fast becoming the ACD of the 1990s, especially if it can be justified in lieu of expensive ACD premises equipment.
Service is another element in the decision process, since price competition is so aggressive. Get an idea of the support oprganization in place for you current carrier, as well as the other operators.
Talk with other 800 service users. That will provide valuable real-world insight on a carrier's service/support capabilities. It's often a good weay to cut through a carrier's marketing "bull." Find out what they had to go through before, during and after changing carriers. Hiring a consultant with portability experience is yet another option.
From a service assurance perspective, use of more than one IXC makes sense. It also makes for more paperwork and headaches. However, it can give you important bargaining power when dealing with IXCs. It also provides you with alternate service in the event one carrier experiences an outage.
Should you change your existing 800 service carrier? If you're basically satisfied with the service and pricing--NO. If you feel your carrier takes you for granted, is not respnsive to your service requests or inquires, and doesn't try and work with you to optimize 800 service uage--YES.
Don't plan to make 800 transitions a regular event. It gets expensive and can be time-consuming.
