High calling rates and “unlimited calls” are not applicable… Why “0570/Navi Dial” is increasingly being used for corporate and government information calls.

Starting in January, calling rates for “Navidial” have been substantially revised…

The calling rates for Navidial, which had tended to be high, have been substantially revised this year. In January of this year, call charges were no longer added based on distance.

This is due to the transition of fixed-line phones to the IP network, which has been under preparation for more than 10 years. As a result, fixed-line phone calls now cost a flat nationwide rate of 9.35 yen per 3 minutes (including tax), regardless of the distance to the other party. Like fixed-line phones, Navidial rates are no longer divided by distance or time zone, and are now a flat rate of 11 yen per 20 seconds (tax included).

Conventional fixed-line phone calls were routed through cables and multiple switching stations to reach the other party, resulting in higher rates depending on the distance. On the other hand, when fixed-line telephones shifted to the IP network, Internet lines were used, so although cables were partially routed, the characteristics of the IP network, which is almost independent of distance, could be utilized. The conventional distance-based rate increases have been eliminated, and a uniform nationwide rate has been realized.

Even so, Navidial charges are still high. A three-minute call from a landline costs 9.35 yen, but a call from a cell phone to Navidial costs 99 yen for three minutes or 330 yen for 10 minutes. Callers often have to wait for a long time for their calls to be connected and for voice guidance to be given.

Cell phone companies continue to exclude Navidial from unlimited calls. The calling rates for Navidial still tend to be high, and it may be difficult to make it eligible for unlimited calls.

A NTT Communications spokesperson explained…

Callers pay the full amount of the calling charge to the cell phone company when they call Navidial from a cell phone; a spokesperson for NTT Communications explains, “We have the cell phone company collect the calling charge on our behalf and receive the full amount.

Ishikawa says that while companies and public institutions may not be able to reach a caller with a general phone number such as “03” because they are busy or the call may be routed to other numbers, the Navidial system offers the possibility of access to more and more information.

For example, the City of Kobe explains on its Q&A site why it introduced the Navidial system at its general call center. Citing circumstances such as those described by Ishikawa, the city states, “As a result, we have introduced the Navidial because it reduces the amount of time citizens have to wait.

Hankyu Express, a travel agency, also explains the reason for the introduction of the Navidial on its website. Until now, we have received many inquiries for different purposes, and calls have been disconnected, causing inconvenience to users. However, the introduction of the Navidial system has made it possible to set up dedicated lines for each type of inquiry, and the system has the merit of easing congestion and eliminating the need for customers to wait for assistance by following voice guidance.

It is likely that more and more companies and public institutions will introduce NAVIDIAL to handle inquiries and consultation calls in the future. The advantages for callers are understandable, but the burden of fees is on the general users who make outgoing calls. It would be good if Navidial were not the only contact point, but rather if multiple routes were available, such as using a general phone number (e.g., “03”) or responding by e-mail, even if the call is difficult to get through. The efficiency of customer service has made this a difficult time for ordinary users.