DID number for agents in tourism || eSIM with calling is possible ?

Use DID as local number with global reachability, while eSIM for 24/7 internet access

The majority of calling scenarios for travelers/agents fall into two categories: A) Travelers calling their home country, which is manageable through data packages supporting Over-The-Top (OTT) calls like WhatsApp, Google, Skype, etc., and B) Calling a local number in the visited country, whether it’s a standard phone number or a Direct Inward Dialing (DID) number–It is often cost-effective, and it won’t rapidly deplete your basic roaming package. DIDs look like telephone numbers of the country they belong to but are not the same as PSTN or actual mobile/landline numbers.

Typically, eSIMs with calling capabilities are not bundled with online data packages for international travel. An alternative approach involves downloading a Dialer before embarking on your trip, offering competitive rates and sometimes complimentary calling minutes for the destination country. It’s essential to check Dialer usage compliance with local regulations before relying on it, ensuring adherence to the laws of the specific region. One more option is, you can activate basic International Roaming with a voice-calling pack on your primary number. As of now, eSIM with calling functionality is mostly available in packages that you buy in your home country and not with Iternational Data eSIMs bought online.

Now, let’s explore how the Tour and Travel industry can optimize its operations by integrating eSIMs with DID numbers.

1. Be reachable everywhere through DID numbers & 24/7 internet access through eSIM

Physical SIM cards and extra devices become unnecessary. Direct call routing to specific extensions occurs, bypassing human operators or PBX systems. Travelers dial designated DID numbers for tourism, skipping queues and chatbots. This eliminates the need to navigate menus for the right representative. The use of these direct extensions via DID numbers for tourism allows swift access to representatives, saving time. Travelers’ activation of an eSIM Data plan introduces 24/7 communication channels. This expands reach through OTT platforms like WhatsApp, Skype, and Telegram. The enhanced communication experience facilitated by DID numbers for tourism is evident when connecting with agents.

2. Query handling through local DID numbers allocated to agents

Implementing DID numbers for agents in tourism creates accessible helpdesk contact points for travelers. This ensures seamless engagement with tour companies and guides. Additionally, this tailored use of DID numbers effectively addresses concerns about costly international calling charges. Moreover, in situations with limited data or internet connectivity, relying on DID numbers for agents in tourism proves to be a viable alternative. It guarantees uninterrupted communication, enhancing the overall travel experience.

3. Personalised welcome messages/ Airport pick up or drop off information via OTT platform & local support numbers for better coordination

Each tour package or destination can have its dedicated DID number. This allows the company to tailor its communication and marketing strategies for specific offerings, making it easier for customers to inquire about and book services related to a particular tour. While eSIMs can facilitate internet-based communication on WhatsApp & other OTTs, DIDs allow customers the option to reach the company whenever required.

4. Cost Savings for travelers and tour guides

Help your customers and tour guides avoid spending a lot on international roaming/calling charges by providing them with local phone numbers. Generally, charges for calls on DID/Local numbers are lower than International numbers.

5. Emergency help numbers

Create dedicated lines with local numbers for emergencies, ensuring travelers can get help no matter where they are.

6. Marketing and Branding

Using local phone numbers can contribute to effective local marketing and branding strategies. It helps the tour and travel company establish a connection with the local audience, showcasing a commitment to the region and its customers. The use of eSIM technology aligns with modern travel trends, where travelers seek hassle-free internet solutions without physical SIM swapping, enhancing the company’s image and appeal.

7. Number masking

Numerous DID solutions and services include a feature called Number Masking within their DID numbers. This feature safeguards customers’ identities and personal numbers when they communicate with agents. By employing this method, customers’ contact details remain confidential during issue resolution or query handling. The DID system effectively conceals customers’ numbers. It’s important to note that while Number Masking is a feasible option, adherence to local regulations is crucial, as certain jurisdictions may restrict or disallow this functionality. It is advisable to seek prior information from the provider if you require this feature.

8. Working together better/remote working

Utilize local numbers alongside virtual tools like VoIP to enhance collaborative efforts within your team, especially when team members operate from various locations. Providing team members with Data eSIM ensures they possess all the essential tools for efficient work, effectively meeting their internet requirements. It is essential to secure consistent DID numbers and eSIM Support for iPhones issues or DID numbers and eSIM Support for Android, emphasizing the importance of this unified support for iPhone or Android users. Opting for the same supplier to offer DID number and eSIM support for iPhones or DID numbers and eSIM Support for Android not only simplifies processes but also significantly saves time for your team.

9. Flexibility and scalibility

As businesses grow and expand to new locations, they can quickly acquire local phone numbers, without the logistical challenges associated with physical SIM cards. While eSIM ensures 24/7 internet connectivity DIDs more or less solve the part of PTSN reachability in a more traditional telecom sense.

10. eSIM with DID as a combination increases the reachability for travelers

Most of the eSIM in the market that international travelers use don’t allow traditional voice calling. It takes some charm of eSIM from the benefits it provides to tourists. However, eSIM ensures 24/7 internet connectivity more secure than WiFi while DIDs more or less solve the part of PTSN reachability in a more traditional telecom sense.

Challenges with DID numbers and possible solutions

A. Limited Geographic Coverage & sometimes limited functionality

Challenge: Availability of DID numbers may be restricted in certain regions, limiting geographic coverage. Also, In ideal scenarios DID should have Dial In(Incoming Calls) and Dial Out(Outgoing Calls) functionality but many countries allow only Dial in functionality. Also check the number is accessible from networks from the local country.

Solution: Explore partnerships with multiple telecom providers to expand the availability of local DID numbers. Consider virtual or cloud-based DID services that offer broader coverage.

B. Costs and pricing structure

Challenge: Understanding the cost of acquiring and maintaining DID numbers, along with complex pricing structures, can be challenging. It’s advisable to be aware of terms like NRC also known as nonrecurring or OTC or one-time set-up charges, MRC which are also called Monthly recurring charges, PPM also known as price per minute for dial-in part of the call, and outbound or final termination part, billing whether it is 1/1 or 60/60 or 6/6 etc.

Solution: Conduct thorough research on various providers to comprehend their pricing models. Negotiate rates based on the volume of numbers required and consider providers with transparent pricing and bundled services. As you build up minutes negotiate lower PPM or waiver of MRC with your supplier.

C. Activating DID numbers is generally time consuming

Challenge: The activation process involves requesting the DID numbers from the service provider, configuring your phone system to recognize and handle those numbers, and completing any necessary paperwork or verification steps. Can take anything between 1 day to one month. It is better to check the number of days to provision the number before

Solution: Do a projection of the numbers required well in advance keeping in mind how important the touring country is. Order one or two numbers to start with and get familiar with functionalities, if it’s improving the ground communication between travelers and agents cost-effectively then scale up with more numbers.

D. Regulatory compliance

Challenge: Ensuring adherence to local regulations and compliance requirements for obtaining and using DID numbers can pose difficulties.

Solution: Work closely with legal and regulatory experts to ensure compliance with local regulations. Choose reputable providers with a clear understanding of regulatory requirements in various jurisdictions.

E. Managing number inventory when business increases

Challenge: Traditional or manual methods of obtaining and managing DID numbers may encounter scalability challenges as the business expands.

Solution: Consider cloud-based or virtual DID services that offer scalability and flexibility. These services allow businesses to easily add or remove numbers as needed.

F. Number portability and bulk number provisioning in one go

Challenge: Challenges in porting existing DID numbers when changing telecom providers or switching to a new communication platform.

Solution: Prioritize providers that support number portability. Ensure that contractual agreements address the portability of numbers in case of platform or provider changes.

G. Reliability and redundancy

Challenge: Reliability issues, such as downtime or service interruptions, can impact communication when relying solely on DID numbers.

Solution: Implement redundancy by using multiple providers or having backup communication channels in place. Choose providers with a proven track record of reliability and robust infrastructure.

H. Integrating with other systems

Challenge: Integrating DID numbers with other communication systems, such as CRM or customer support platforms, may be complex.

Solution: Choose providers that offer easy integration options or APIs for seamless connectivity with other systems. Work with IT professionals to ensure smooth integration and if you are a medium or large sized company ordering should happen with your provider on their portal or your CRM that’s integrated with the number provider’s portal using an API.

I. Security concerns

Challenge: DID numbers may be susceptible to fraud or misuse, leading to security concerns.

Solution: Sell the numbers after proper KYC, better to sell the numbers to companies of repute, Limit the ports after taking projection of concurrent calls, check for unusual spurt in calls, Implement security measures such as two-factor authentication, regular audits, and monitoring for unusual activity. Choose Tier1 suppliers.

J. Limited features at times

Challenge: Basic DID numbers may lack advanced features such as call recording, analytics, or advanced routing options.

Solution: Explore providers that offer feature-rich solutions or consider integrating a communication platform that complements basic DID functionality with advanced features.

Our take and suggestions

1. Enhancing traveler support with local call solutions

Show your dedication to travelers by providing local call collection numbers, such as DIDs, which can serve as helpdesk or emergency contacts. If you are using IVR announcement ensure the duration is kept to a minimum since most customers hate being on the helpdesk queues for a long time. These numbers are directly routed to the appropriate agents based on customer input, offering a more efficient alternative to traditional Tollfree numbers.

2. Streamlining connectivity management with a unified service provider

Preferably select a single service provider capable of comprehensive A-Z coverage for both DIDs and eSIMs. This simplifies management with a single point of contact, saving time and effort for your company.

3. Strategic deployment for enhanced communication and evaluation

Consider a phased approach by initially procuring DIDs for one country, combined with basic 500 MB or 1GB Data eSIMs for travelers and agents. Keep these DID numbers active for six months, along with data packages, to evaluate their impact on improving agent coordination, enhancing traveler communication, boosting customer service, and potentially reducing costs compared to traditional phone numbers.

4. Take lead through innovative travel solutions

The failure to leverage or be aware of cost-effective trends for travelers, such as eSIMs as an alternative to traditional roaming, and the allocation of DID numbers to agents as an option to conventional phone or landline numbers, poses a risk that companies, especially SMEs, cannot afford. To scale up efficiently with a small team, embracing innovative tools is essential. Starting small but thinking big is crucial, and achieving outstanding results often requires companies willing to experiment and take the lead in adopting technologies

5. Adoption of eSIM: Device compatibility and user guidance

Consider adopting eSIM when your agents also have eSIM compatible devices otherwise, combo of DIDs and eSIM cant be maximized. And if you plan to club eSIM with your package ensure basic FAQs and videos are uploaded on Youtube/Website as to how to activate eSIM on iphone and on android

Note: This information is general and for reference only. The use of eSIM and DID numbers is subject to technological changes and business needs. Stay updated with the latest trends in these technologies. Get in touch with us if you have specific queries or requirements.