Does Your Business Need a Toll-Free 800 Number?
By Curtis Stevens
©2005 All rights reserved
Should your business have a toll-free number for customers to make sales, service and billing inquirers? The industry
began in the early 1970's and today most customers expect you to have it. Providing a toll-free line can bring in a number
of benefits to your business.
From the customer standpoint, it opens an opportunity to inquire about your products or services at no expense. Not
only does it show you are established and successful, but it also shows that you care about what is convenient for them.
It creates a corporate image of your company in their mind. Customers expect you to give something back in return for their
business.
Think of it this way. Have you ever purchased from a company that didn't have a toll-free number? Some companies may
not benefit from a toll-free number, such as those with business to business sales or companies with a limited local
targeted market. In other cases, such as catalog sales, Internet stores or companies with a continuous demand for support
will most definitely need it. A toll-free number allows you to advertise a "local" number to anyone in the United States.
It is human nature to be attracted to anything free and it entices the customer to act now.
When was the last time you heard a toll-free number in a radio or TV commercial? Were you able to remember or write
it down? Did the number spell out any words? Having it spell a particular word is called a vanity number. Vanity numbers
can be crucial for any business as they are easier to remember and promote. One company spent millions to have
1-800-FLOWERS and it has affected their sales in a positive manner.
When considering activating a toll-free number it is important to also look at the drawbacks. Besides the fact of
creating an extra expense, you will receive more calls from customers that are not necessarily serious about your
offerings. Since the customer has nothing to lose, they may be tempted to call even if they are not interested anytime
soon. Toll-free lines also give them the ability to inquire multiple companies at no expense, while increasing your chance
of losing the sale.
Whether you are a home-based business or a large fortune 500 company, anyone can get a toll-free number and utilize a
pbx phone system. If your company has less than 16 phone lines, then an excellent product to check out is called
Talkswitch.com. It is a very affordable pbx hardware system and
is what Gotmerchant.com uses as well. It is fully loaded with features such as auto greetings, multiple extensions,
on-hold music, different modes (closed & open), etc.
Number search
ATT's web site has a useful tool for searching toll-free numbers on any available prefix (800, 888, 877 & 866). Take
your time and find a good vanity number that is relevant to your line of business. Avoid using words that are hard to
understand vocally, such as "swipe." Asking a few friends or family members to repeat the number will be a good test.
Service providers
Doing a search on Google for "toll-free number" or "800 number", will come up with a number of service providers. Be
careful when choosing one as you may run into a few flakey companies. Major carriers such as, ATT, SBC, Sprint and Verizon
offer the service, but are normally higher for low usage clients. Other carriers that specialize in this line of product,
such as Telcan, also provide a reliable service at an affordable price.
Tracking system
Most providers offer an online management system that logs your call data in real-time among other features. One common
feature is the ability for the provider to place a 1 or 0 in front of the caller's phone number. You can use the call
data to improve employee productivity and per call profitability.
Personalized auto greetings
For a personalized auto greeting, look into the pbx phone system previously mentioned. An example of a such greeting would
be, "Thank you for calling Gotmerchant.com, for sales press 1, billing press 2 and so on."
Live rep
The toll-free number can also be setup to go directly to your phone without any greetings. Having your customers bypass a
list full of menu options before speaking to someone may have a positive affect.
Voice mail
You can retrieve your messages by calling your toll-free number or use an online account management system if one is
available. The voice mail service provided by your local telephone company may also be used.
Number portability
A portable toll-free number belongs to you and not the carrier. You will have the ability to switch providers at any time.
Incremental billing
The long distance is billed in blocks of time and typically come in 6, 30 or 60-second billing increments. A shorter interval
will result in lower fees and can be significant on a larger monthly volume. 6 second billing is the most popular choice.
Call to ring number
Toll-free numbers are pointed to any phone number of your choosing. One helpful feature among providers is the ability to
instantly change this number.
Setup charges
There is normally no setup fees associated with a new toll-free number unless you are using a vanity number. Even then,
there are some carriers that do not charge a fee for setting one up.
Interstate amp; state-to-state
When researching providers, make sure the rates you are quoted is for interstate (within your state) and state to state calls.
Residential or business line
Not all carriers are able to provide service to a business using a residential line.
Shared-use numbers
Some providers offer what they call a shared-use line and allows more than one person to use the same number by utilizing
a pin number.
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