What are Toll-Free numbers, and why are they so popular among companies providing contact center outsourcing services? This article explores the advantages of Toll-Free numbers and how they can effectively improve customer service. Read on to discover how free calls can be the key to your business success.
Toll-Free Numbers: Definition
Toll-Free numbers are telephone numbers that allow customers to call companies free of charge. In this setup, the company owning the number covers all call costs. For this reason, Toll-Free numbers are also referred to as “freephone numbers.”
These numbers are classified as non-geographic numbers, meaning they are not tied to any specific geographical location. For example, while Ukraine’s country code is +380, calls to standard numbers with this code are charged according to the telecom provider’s rates. Toll-Free numbers in Ukraine typically begin with the prefix 0-800, and calls to these numbers are free from all fixed-line and mobile networks within the country.
Exceptions for Toll-Free Numbers
Although Toll-Free numbers are typically associated with free calls for customers, there are some exceptions and nuances to be aware of:
International Calls
The most common exception involves international calls. While calls within the country where the number is registered are free, calls from other countries may incur standard international charges. However, some providers offer special rates for international calls to their Toll-Free numbers.
Mobile Network Operators
Although most mobile carriers do not charge for calls to Toll-Free numbers, certain operators may have restrictions or additional fees, especially for calls made while roaming.
Special Numbers
There are special numbers that, despite having a Toll-Free format, may include additional charges or restrictions. For instance, numbers used for surveys, television voting, or other premium services might not always be free.
Are Toll-Free Numbers and Virtual Numbers the Same Thing?
Toll-Free numbers and virtual numbers are different concepts, although they can overlap in certain cases.
Toll-Free Numbers
These are numbers that customers can call for free, with the company owning the number covering all call costs. Their primary purpose is to provide customers with easy and free access to contact centers or support services.
Virtual Numbers
These are phone numbers not tied to a physical telephone line. Calls made to such numbers are forwarded via the internet or telephone networks to any device or location (e.g., mobile phones, office phones, or computers) and may be subject to carrier rates.
Overlapping Use Cases
Both types of numbers are widely used in business to simplify communication with customers. Additionally, the technologies can overlap—meaning a Toll-Free number can also function as a virtual number, making it flexible and not tied to a specific device or location. However, not all virtual numbers are Toll-Free.
Key Difference
In summary: Toll-Free Numbers focus on the business model of covering call costs for customers. Virtual Numbers emphasize the technological implementation of call routing and flexibility.
Why Are Toll-Free Numbers Essential in Contact Centers?
In the context of contact center outsourcing, Toll-Free numbers are an ideal solution for companies aiming to provide customers with quality support, enhance loyalty, and simplify communication processes. Here are the most significant advantages of Toll-Free numbers in outsourcing contact centers:
Free Calls for Customers as a Loyalty Factor
Toll-Free numbers allow customers to contact a contact center at no cost, regardless of their location. This creates a convenient and appealing communication channel, boosting customer loyalty.
For instance, in the outsourcing of contact centers for retail, customers can reach a hotline anytime to report violations, fraud, unethical behavior by staff, or low service quality. In business process outsourcing, this is particularly important, as loyal customers are highly sensitive to service quality.
Expanded Service Geography
Toll-Free numbers enable outsourced contact centers to serve customers across various regions and even countries. A single number can be used to support clients from different areas, creating the impression of local presence while maintaining centralized management. Examples include contact centers for airlines, transportation, tourism, and travel industries.
Professional Image for Businesses
Toll-Free numbers are associated with high service standards and professionalism. They highlight a business’s customer-centric approach and its willingness to invest in customer convenience.
For example, think of your bank. Contact centers for banking and financial institutions typically provide Toll-Free numbers to ensure seamless communication. By calling such a number, you can quickly resolve issues either through an interactive voice response (IVR) system or with the assistance of a skilled contact center agent. This positive experience reinforces trust in the financial institution.
Integration with CRM and Analytics
Toll-Free numbers can easily integrate with customer relationship management (CRM) systems in outsourcing contact centers. This allows businesses to track call effectiveness, analyze customer behavior, and refine service strategies.
A Toll-Free number (e.g., 0-800) can also be utilized to organize campaigns such as promotions, surveys, market research, or updates. Placing these numbers in advertisements (e.g., on billboards, print, or TV) not only improves service quality but also generates valuable data for optimizing business processes.
Flexibility in Call Distribution
With Toll-Free numbers, calls can be automatically routed to specific teams or locations in the outsourcing contact center. For instance, telecommunications contact centers can direct calls to teams with the required language proficiency or expertise.
For example, mobile network providers in Ukraine often list a Toll-Free number (0-800) on their websites, enabling customers to connect from any number within the country. This reduces customer wait time and enhances service efficiency.
Scalability Support
Outsourced contact centers can adapt their Toll-Free services to meet changes in a client’s business. During peak periods, such as seasonal sales, the number of agents can be increased, and calls made via the Toll-Free number can be redirected to additional locations or team members.
Multichannel and 24/7 Support
Toll-Free numbers provide clients with around-the-clock access to contact centers. Combined with other communication channels like live chat, email, or social media, they enable effective multichannel support—an essential feature for competitive outsourced contact center businesses.
A contact center for an insurance company is a perfect example. Immediate consultation on an insurance claim might be required, and the 24/7 availability of Toll-Free numbers demonstrates the company’s commitment to assisting clients in any situation.
Toll-Free numbers are a critical tool in contact centers, fostering loyalty, improving communication efficiency, and reinforcing a professional image for both the outsourcing provider and the client company.
How to Connect a Toll-Free Number in Ukraine
Many telecommunications companies in Ukraine currently offer the service of connecting Toll-Free numbers that are free for customers. They provide various rates depending on the selected service package and the type of call forwarding. It is advisable to choose a reliable provider with a strong reputation in the telecommunications market. Before contacting a provider, assess your expected call volume to select the most suitable pricing plan.
Choosing a Toll-Free Number
Typically, providers offer several number options. You can choose a number that appeals to you most or rely on the provider to recommend the optimal choice.
Connecting a Toll-Free Number and Configuring Call Forwarding
To set up a Toll-Free number, it’s important to understand how they work. When a client dials the number 0-800, their call is routed to a physical or virtual (cloud) PBX, where it is forwarded. Depending on the type of forwarding, calls may be directed:
- directly to the subscriber’s equipment via an IP address
- to fixed landline numbers (stationary, wired phones)
- to mobile numbers of Ukrainian or foreign operators
- the type of forwarding affects the cost per minute for the client requesting the service.
Providers may also offer additional configurations, such as:
- setting up an Interactive Voice Response (IVR) system
- configuring queues in an Automatic Call Distribution (ACD) system
- integrating Toll-Free numbers with other communication channels
- analyzing calls via the Toll-Free system, among others.
Conclusions
You might wonder: “Is using Toll-Free numbers for contact centers profitable since the client pays for all incoming calls?” It’s important to view a Toll-Free number as a long-term investment in business growth and competitiveness.
Despite the costs associated with incoming calls, using Toll-Free numbers is a beneficial solution for many companies. Incorporating 0-800 numbers in business improves contact center efficiency, strengthens customer relationships, and enhances market success. Free calls project a positive image of the company and demonstrate its customer-oriented approach.
Additionally, Toll-Free numbers serve as an effective marketing tool, as customers are more likely to call free numbers, providing more feedback opportunities.
Thus, 0-800 numbers have become an essential element of modern business. They help companies stand out among competitors, attract new customers, and retain existing ones. In today’s competitive environment, utilizing Toll-Free numbers in contact centers is increasingly a necessity for achieving success.
