The Ultimate Guide to Toll Free Services: Everything You Need to Know

Toll free services - what are they? Surely, everyone is pretty much accustomed to this term. The reason is, that it is a staple for modern business communication. Businesses have a toll-free number for their customer base so they can connect with them. Toll-free is an important aspect of all scales of business - no matter how big or small.

A good toll free service can change the entire perception of customers towards your business. Today, we will indulge in the deeper aspects of toll-free numbers and toll-free services. We are going to discuss the functions of toll-free numbers and how to use a toll-free service effectively.

True Definition of a Toll-Free Number

A toll-free number is a special number offered to customers that they can dial when they are facing a crisis with any of the services or products provided by the business. The striking difference between a normal phone number and a toll-free number is that the latter is not subject to phone charges. These numbers are often prefixed with area codes. These numbers are generally fancy and easy to memorize.

Why make them fancy? The reason is not just that it is easy to memorize but it is another marketing strategy to register the brand's name into the customers’ minds. Furthermore, it is good professionalism that only improves customers’ confidence in the brand. Plus, since they are free, customers can always feel free to reach out from any place in the world.

Toll-Free Numbers - History

AT&T was the first company behind the introduction of Toll-Free numbers. The term ‘toll-free’ wasn’t tossed during the initial years of inception. Back then, it was referred to as ‘800 numbers’, and this strategy introduced by AT&T spread like wildfire and every known business in America started adopting it. Apparently, it was an effective strategy for keeping the customer base intact and expanding it.

The Functions of Toll Free Numbers

As we discussed the definition of a Toll-Free number, now you might have a fair bit of an idea of what toll-free numbers do and how they work. Beyond their basic conception, to look from a slightly different perspective, businesses bear the cost of every phone call ever made by a customer or client, in return, they get to closely watch their product's performance by taking the actual ‘word of mouth’ from their customers.

Secondly, the modern-day toll-free numbers are designed to address customers’ calls to their respective locations and are specifically answered by an agent that sits closest to the area of operation. These toll-free numbers can rerouted to any place in the world with the least amount of downtime. Downtime/Uptime are some important concepts in toll-free services that we’ll discuss in the latter part of this blog.

Toll-free numbers work on a simple premise: they are designed to allow the business or organization to pay for the cost of the phone call. Unlike traditional phone numbers where the caller incurs the cost, the business is billed for toll-free calls. These calls are routed through specialized toll-free networks that determine the location of the business and route the call accordingly.

Also, there are multiple features involved in toll free services like voicemail, call-forwarding, and IVRs that are also one of the automated conceptions adopted to make it more convenient to the customers. We will discuss them one topic at a time.

Ruling out the Benefits

There is a list of benefits involved in the usage of toll-free numbers, not only for businesses but for customers as well. Let us dive into them.

The Betterment of Customer Outreach

If you are trying to make your business thrive, a decent toll-free service is going to be your first bet. Specially, if you wish to spread your reach to a wider geographical area. There are limitations associated with toll-free numbers. Regardless of what country (domestic or international), a customer can unhesitantly call without incurring any charges.

Better Reputation of Business

You see whenever you facilitate your customers with a toll-free number, that automatically improves your rapport since you are directly improving the confidence in your customers' minds; a sense of reliability. Your business looks more established and trustworthy.

Happier Customers - Better Customer Satisfaction

Customer satisfaction is one of the topmost priorities for a thriving business and provision of toll-free service is a confirmed ticket for the same. When customers are able to reach out to your business without getting worried about the charges and get their issues resolved, it gives them a great deal of satisfaction.

Seamless Tracking and Analytics

Toll free services can easily be integrated with marketing tools. Based on the insights gathered from customers’ input, the marketing team can curate effective strategies to resolve customer issues. Furthermore, you can tailor marketing campaigns with complete conviction of success.

An Unfailing Customer Support

Now, as your business thrives, the customer base tends to broaden; therefore it leads to a high volume of inbound calls. Luckily, there are features like call routing, voicemail, and IVR systems that will not only direct your customers to the right department or service but also do it without dropping a single call, making sure no call goes unanswered.

Global Presence - Global Expansion

Customers’ ability to call you feely from any part of the world not only gives them an edge, it also allows you to engage your departments and team harmoniously based on the customer’s location. It is a win-win situation for you and your customer base. If used strategically, toll-free services can accelerate your business growth rapidly.

Toll Free Numbers and Its Types

Based on your business needs, you can choose from a variety of toll-free numbers. Although the basic conception behind all toll-free numbers is almost the same, there are slight differences based on their usage.

• Traditional Toll-Free Numbers

The culture of toll-free numbers was first tossed by AT&T which was ‘800’, and eventually, businesses started adopting numbers similar to it, such as 888, 866, 877, etc. These were known as the classics. The conception is based on the respective area code.

• Vanity Toll-Free Numbers

A toll-free number that has a word associated with it is called a vanity toll-free number. That word could be an acronym of your company’s name. It gives the business a slightly advanced marketing edge. As we discussed earlier, it makes the toll-free number a little more fancier, easily memorable, and therefore, making the marketing efforts more impactful.

• Toll-Free Numbers - For Different Geographical Locations

These toll-free numbers are good for businesses operating from different parts of the world. These numbers are designed to cater to customers in specific areas. You might be operating domestically or internationally, it will help you connect with customers seamlessly worldwide, without a single disruption.

• International Toll-Free Numbers (ITFS)

Obtaining a toll-free number that can be dialed free of cost from anywhere in the world could be slightly challenging. Therefore, the inception of ITFS came into existence. These numbers allow customers to reach out to businesses freely, regardless of whatever country they might be calling from.

• Domestic Toll-Free Number

Contrary to International toll-free numbers, domestic toll-free numbers are designed to operate locally. These toll-free numbers allow users to reach out to a specific region without worrying about the call cost. Domestic toll-free numbers are referred to as Local toll-free numbers along with toll-free services whose number is based on the local area code.

Steps For Getting a Toll-Free Number

Before we step into the details of getting a toll-free number, we must understand there are a few prerequisites and preemptive measures to take care of, such as choosing a service provider, acquiring the area code and number, signing up an account, determining the features, knowing the different types of toll-free numbers and their applications.

1. The first step involves choosing the service provider to help you with registering a toll-free number. There are a variety of services in the market. When approaching a service provider you need to be mindful of the price range and how it affects your affordability. Plus, the relative benefits need to be considered as well.

2. The second step involves picking the area code and number. In case you wish to get a fancy number, you need to opt for a vanity number and that will go along with your business name and area code. There is a little bit of brainstorming required to align a perfect number that resonates with a slogan.

3. Then comes the part when you have to collate a few information related to your business before signing up for an account. It will also be used for billing. Your service provider will be asking for these pieces of information before setting up an account.

4. After that, you will need to specify the additional features such as call forwarding, voice mailing, IVR system configuration, and tools for analysis. Do not compromise on any of these features because it can impact your business big time.

5. Now that your account is established, you are ready to launch the toll-free number for customers’ use. Not just for customer calls, but for marketing campaigns and support services. Also, as an added measure, you must learn the beneficial differences between toll-free numbers and local numbers.

Interesting Blog: Toll Free Numbers For Customer Support Service

Extended Insights on the Establishment of Toll-Free Numbers

There is one burning question that concerns every businessman trying to avail of a toll-free service - what’s the procedure to keep the same toll-free number after changing the service provider? The answer is pretty simple - you can keep the toll-free number even then. The only catch is that you will need to port it, just like you port a mobile number. It requires the same documentation process involved in the first initialization of account setup.

Expenditure for Setting Up a Toll Free Service

The cost of toll-free numbers depends on various factors but the primary factor is the service provider. Every service provider charges differently for the same set of services depending upon their service quality and reliability.

First and foremost, you may need to make an upfront one-time payment to initiate the provisions of your toll-free number. Then your service provider will abreast you of the monthly maintenance charges. Plus, for the additional features like voicemail or analytics tool, you might have availed of from the service provider.

In case you wish to pay for features and services on a real-time basis, you have the option to opt for a pay-per-minute charging model. The service provider, in this case, will charge you on the basis of the volume of incoming calls. The length of every call, the geographic location of callers, and the number of calls will determine the amount you will pay.

Key Aspects of Customer Experience in Toll Free Services

The reason toll-free services are being adopted by service-based companies is that they significantly improve the customer experience. Toll-free services provide a straightforward way to connect to businesses in case of a concern, query, or dispute. It is like visiting a doctor - a patient feels better way before getting the treatment by the doctor’s assurance.

There are a few key factors that further amplify the goodness of toll-free services, given that it has quicker response time (calls answered quickly), intuitive and easy-to-navigate IVR systems, and professional customer care agents. These factors need special attention and only depend on the individual mindset of business leaders.

Read More: Toll Free Services: Connecting Your Customers with Ease

Final Thoughts

As we unveiled some of the broader aspects of Toll-Free Numbers and Toll-Free Services, it is apparent that toll-free numbers can make an astronomical impact on businesses. However, it is subject to every individual's understanding of full-scale benefits and application of toll-free numbers.

If leveraged strategically, toll-free numbers can even put a business under the limelight of the finest brands in the market. It doesn’t matter whether you are a fresh entrepreneur trying to expand your startup or a well-established corporation, investing in a toll-free number won’t go in vain as long as you know how to leverage it.