We are debating on whether we should port all our phone lines to the phone tracking software we use (one of the big ones). The hesitation is from an opinion that once we port it to them - we might lose control of the number if we have to fire them. Thoughts?
I would not port every core dealership number unless forwarding cannot give you the reporting you need.
The concern is half right. A valid port-out generally has to be honored, so the vendor should not be able to simply keep the numbers. But a bad setup can still make leaving painful if the vendor controls the account records, routing, CSR, BTN, PIN, or toll-free information.
I would keep the main store numbers under an account the dealership controls and forward them into the tracking platform. Use separate tracking numbers for campaigns.
If they require the main numbers to be ported, I would get the exit process in writing before moving anything. The dealership should be clearly identified as the end user, have account-level admin access, receive a complete inventory of every number, and be able to obtain everything needed for a port-out.
Then I would test a small group of noncritical numbers before moving the rest.
The question I would put back on the vendor is simple:
If we terminate tomorrow, exactly what do you give us, who approves the port, and how long should we expect it to take?
