A 900 number is a calling service that charges customers for information delivered over the phone. Although the concept has been battered in the past by scams and negative press, 900 numbers have quietly gained acceptance as a practical way for firms to provide detailed technical help or post-warranty support to their customers.

900 numbers are an excellent way to charge support costs to customers who actually need the extra service. Rather than raise prices to cover rising support costs, many firms have turned to 900 numbers as a simple yet effective way to directly bill for phone assistance.

900 numbers offer the convenience of automatic billing, with charges sent to users through their regular phone bills. This can be especially helpful when services are too inexpensive to justify the costs of separate billing.

Implementing a 900 number is a delicate task, however. Firms should be careful to avoid offending their existing customers, particularly those who are accustomed to certain levels of free support. Since 900 numbers are not necessarily considered to be that reputable, businesses considering using them should be very careful to think through the cost and benefits of the service before implementing a program.

This guide is designed to give you the facts you need to set up a 900 number for your business. The various sections are listed in the box above. You can choose to read this guide from beginning to end, or jump directly to a section of interest.