How the different numbers work
A local number starts with an area code such as 09 for Auckland or 07 for the Waikato. Callers pay their normal rate to ring it, which for most people on mobile or landline plans is now included in their allowance. An 0800 or 0508 number is free to call from New Zealand phones, and the business pays for each inbound minute instead, with different rates for calls from landlines and mobiles.
With older copper lines, a local number was tied to a physical line in that area. On a cloud phone system, numbers are just entries in your account, so you can hold an Auckland number, a Hamilton number and an 0800 number together and send them all to the same receptionist or queue. Each can have its own greeting if you want callers to hear a local welcome.
When an 0800 number earns its cost
An 0800 number makes sense when customers ring from all over the country and price sensitivity matters, such as a helpdesk, a national service business or an ordering line. It looks established, it is easy to remember if you choose a good one, and it removes any hesitation about call costs for people on prepaid mobiles. Some businesses also like that the number stays the same if the office moves cities.
The trade-off is that you pay for every inbound minute, and long calls on a busy support line add up. Mobile-originated calls usually cost the business more than landline calls. Before adding one, look at how many minutes your main line takes in a month and multiply by realistic per-minute rates from a provider, so the monthly bill is not a surprise.
When a local number is better
For a business serving one city or region, a local number often performs better than an 0800. It tells callers you are nearby, which matters for trades, clinics and professional services where people want someone local. It also matches the address on your Google Business Profile, which helps your listing look consistent. There is no per-minute charge to you for inbound calls on most plans.
If you serve two regions, a second local number for the other area is cheap to add and can ring the same people. A Hamilton customer sees an 07 number, an Auckland customer sees 09, and both reach your one team. This can be more effective than a single 0800 number for businesses that want to feel local in each place they operate.
Choosing and keeping a good number
If you are getting a new 0800 number, ask your provider what is available and look for one that is easy to say aloud and type. Memorable patterns and number words are sometimes offered, occasionally at an extra cost. For local numbers, ask whether you can choose from a range rather than accepting the first one issued, especially if it will appear on vehicles and signage.
Whatever you choose, make sure the number is held in the business's name on the business's account. Numbers registered to a staff member or a former provider can be hard to recover. Keep a list of every number you own, what it is used for, where it is advertised and what it costs each month. Unused numbers are an easy saving at review time.
Routing several numbers sensibly
Once you hold more than one number, decide how each should behave. A common setup is that the 0800 and both local numbers ring the same reception queue during business hours, with a short greeting that identifies the business. After hours, they all go to the same voicemail or an on-call mobile. Some businesses use a separate number for accounts or a particular service, which ring a different group.
You can also use extra numbers to measure marketing. Put one number on a printed flyer and another on your website, and the call reports show which brings more enquiries. Keep this simple; too many numbers become confusing for staff answering the phone. A label on screen showing which number the caller dialled helps staff answer appropriately.
Moving existing numbers
If you already have an 0800 or local number on an old line or a different provider, it can usually be ported to your cloud phone system, keeping all the places it is advertised valid. The process for 0800 numbers differs slightly from local numbers, so allow time and let the new provider manage it. Make sure the new routing is built and tested before the port date.
If the copper line behind a local number is being retired, porting is how you keep the number alive. Do not let the line be cancelled before the number has moved, as it may be lost. Once ported, the number is no longer tied to any building, so it can follow you if you move offices later.
In short
- 0800 numbers are free for callers but you pay per inbound minute.
- Local numbers signal a nearby business and cost little to run.
- A cloud phone system can hold several numbers ringing one team.
- Keep every number in the business's name and on a written list.