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United StatesMain phone number
When your business has multiple offices or branches, a separate phone number for each location creates confusion amongst your customers and your team, which means customers don’t know which number to ring, branches can’t easily cover for one another and you lose the big picture of all those separate numbers.
One centralised main phone number for all your offices and branches solves this problem. Your customers remember one easy number and when the call arrives, a voicebot briefly asks the caller for, say, their postcode, the product they’re enquiring about or which branch they’re a customer of, so the call is routed to the right branch based on that answer. Whether you have two locations or two hundred, every call reaches the right place without manual transfers.
- One centralised main phone number for all your offices and branches
- The voicebot asks for postcode, product, or branch name
- Scales from 2 to 200+ branches
- Callers always reach the right branch
Benefits of a centralised main phone number
See how one centralised main phone number for all your offices and branches simplifies communication and improves the caller experience.
The voicebot asks for postcode
The voicebot asks the caller for their postcode and routes the call to the office or branch that serves that postcode area, which means your customers always reach the right local branch without your receptionists needing to manually transfer the call.
The voicebot asks for product or branch
The voicebot can also ask what product the caller is enquiring about or which branch they're a customer of, which allows you to tailor the routing to your business structure rather than geography alone, suiting businesses where offices operate by product line or customer segment.
Smart combination
You combine methods by filtering first on postcode then asking for product or branch, so callers reach the right person in one short conversation. Area code routing based on the caller's area code is also possible if you prefer that over a voicebot question.
How a centralised main phone number works
You choose one centralised main phone number that you’ll use everywhere, on your website, your invoices, your marketing materials and your business cards, and we set up the voicebot behind it. As soon as a call arrives, the voicebot asks the caller for, say, their postcode, the product they’re enquiring about or which branch they’re a customer of and then routes the call to the branch that corresponds to that answer.
You tell us which postcodes, products or branches each office or branch serves and the system distributes calls based on the caller’s answers, so hundreds of simultaneous calls get routed without any manual work across all your branches. If you have one branch per region and prefer not to use a voicebot question, area code routing is also an option, where the system is based on the caller’s area code and routes the call directly to the matching branch.
Turn a strong website into a national phone channel
If your website already attracts visitors from right across the country, a centralised main phone number is the logical next step. You place one number on your website and let incoming calls be distributed to local offices, regional branches or franchise partners based on where the caller is located or which product they’re looking for, so your website does the marketing and the main phone number does the routing.
This works particularly well for businesses that generate leads online but serve customers locally. The caller rings one number and is connected without any noticeable delay to the right branch, with the benefit that customers don’t have to work out which office serves their area.
One number your customers remember
One centralised main phone number is easier to remember, easier to print on marketing materials and easier to manage, because you use the same number everywhere instead of listing a different number per branch on your website, your invoices and your business cards.
When a customer rings, they don’t need to know which office or branch serves their area, because the voicebot figures it out based on their postcode, product or branch name. This creates a consistent experience, no matter how many locations you have or how often branches open and close.
Branches can cover for one another
With a centralised main phone number, you also set up overflow routing between branches, so calls automatically get transferred to the next nearest branch or a central team when one location is busy or closed. If a branch is closed for holidays or refurbishment, you reroute the calls from that branch without the number your customers ring changing.
This flexibility means you never miss a call when one location isn’t available, because the main phone number handles the complexity and the caller always gets someone on the line.
Main phone numbers in every European country and the USA
CallFactory sets up not just a main phone number in your home country, but in every European country and the USA, so when you expand to a new market, you instantly activate a locally recognisable centralised number instead of a foreign number that puts customers off.
Whether you’re entering a new market with a single office, a network of branches or local partners, we configure the routing behind the new main phone number exactly as you want it, with the same voicebot questions about postcode, product or branch name that you use in your home market or with a country-specific variation.
We have extensive experience and references in this area, including the Netherlands, Belgium, Germany, the United Kingdom, Poland, Spain and Italy, where our customers manage their entire European and American telephony from a single CallFactory account.
Combine with other features
A main phone number works well alongside the rest of your call flow. Add a selection menu so callers choose a department first before being routed to a branch. Use a welcome message to greet callers and set expectations. Route calls outside business hours to smart voicemail or an on-call number via calendar-based routing.
For businesses with offices in multiple countries, you combine a main phone number with international phone numbers, each with its own local routing and all managed from a single CallFactory account.
Included with every number
A centralised main phone number is included with every CallFactory number, with small monthly costs per branch depending on the number of offices and branches.
This feature is available with any Irish phone number or international phone number.
More about other features
Find more information about our features that can improve your business communication.
Phone menu (IVR)
Help callers reach the right person immediately. With a simple menu, you route every call to the right employee or department.
Calendar-based call routing
Automatically route calls based on your schedule. Office hours, rotating shifts, holidays, and on-call rosters — calls always reach the right person at the right time.
Change call destinations
Route calls to any device (mobile, landline, or VoIP), change destinations anytime from your dashboard, add as many extensions as you need, and route calls to colleagues worldwide.
Main Phone Number FAQ
Get clear answers about a centralised main phone number and how it works for businesses with multiple offices and branches.
As soon as a call arrives, the voicebot asks for the postcode, product or branch name, for example, and routes the call to the branch that corresponds to that answer, so you don’t need manual transfers anymore.
Yes. If you have one branch per region and don’t want to ask the caller a question, you activate area code routing, where the system is based on the caller’s area code and routes the call directly to the matching branch.
Yes. If a branch is closed, busy or temporarily unavailable, we reroute the calls to another office or a central team. You let our fantastic support team know and the change goes live immediately.
Yes. You add a selection menu so callers choose a department first, for example press 1 for sales and press 2 for support, and then they get routed to the right branch based on their location or product.
There’s no limit. Whether you have two or two hundred offices and branches, the system scales with your routing, so hundreds of simultaneous calls get distributed without any manual work across all your branches.
Yes. You can use a local number, a regional number or a national number as your main phone number, with the routing working the same way regardless of the number type.
It depends on the number type. National numbers are usually included in calling plans at no extra cost to the caller, toll-free numbers are free to call and local numbers are charged at local rates.
A centralised main phone number is included with every CallFactory number, with small monthly costs per branch depending on the number of offices and branches.
