Toll-free numbers have become a seamless and integral part of business operations for millions of companies. It is hard to imagine the telecommunications industry without them. 800, 888, 877 and 866 numbers have long become synonymous with American corporations and business in general . It seems as if the toll-free services have been around since the early days of the telephone. It was not until the late 1970’s, however, that the first toll-free numbers (800(numbers) came into existence.
We can credit the invention of the 800 Toll-Free Number System to one man - Roy P. Weber (1945-2005) from Bridgewater, NJ. The seemingly simple concept of allowing customers to make long-distance calls without being charged helped create new industries such as 900 number calling, large call centers, infomercials, etc.
5 Tips for Optimizing Toll-Free Services
As with all aspects of telecommunications, there are always methods and strategies for optimization that will get the most out of the services you currently have in place. Optimizing toll-free services will not only save you money, but it will help streamline your operations and make your telecom department more efficient in the long run.
The following are a few optimization tips that you can begin to use immediately.
Tip #1) Renegotiate Current Services With Carriers
Telecom contracts come due quicker than we all like, but this is the perfect time to renegotiate the toll-free services you currently have in place. Since both local and long distance carriers can provide these services, your collection of toll-free numbers can be a terrific leveraging tool to renegotiate other contract terms.
Depending on the type of business you run, toll-free services could make up a huge part of the overall revenue by your LEC or IXC. Rather than lose the business, carriers will be more than willing to negotiate terms and details.
If your business is growing, ask for new toll-free numbers as a “bonus” to an existing contract. You may also be successful in asking for your current carrier to waive service fees wherever possible. Always use these services as a leveraging tool wherever possible to help reduce costs of other telecom services your carrier provides.
Tip #2) Consolidate Numbers Wherever Possible
As a company grows, so does its arsenal of toll-free numbers. Over time, many of these numbers may go unused for long periods of time - even though they are still being paid for each month. Periodically take inventory of all of the toll-free numbers you have in service, then see where consolidation can be achieved.
For example, most businesses use these numbers to reach a specific location or department for the convenience of the customer. The customer calls a discrete toll-free number to speak with that department - tech support, customer service, etc. Rather than have a customer get caught in a myriad of voice mail options to reach a destination, a separate toll-free number is used for each location.
One aspect of consolidation can be achieved by simply discarding 800, 877, 888, or 866 numbers that are no longer in use. Another is embracing the concept of having just “one number”, then using routing features within the toll-free number service (or your PBX) to route the calls to the departments they are addressed to. The “one number” concept makes it much easier to manage and control costs.
Tip #3) Consolidate Service Contracts
As businesses grow and expand to many locations and departments, the toll-free services portion of its telecom department often becomes fragmented - multiple numbers, multiple vendors, etc. When this scenario becomes evident, it is best to consolidate these services under a single, or “master” contract. By doing so, you will not only be in a position for more favorable rates and terms, but it will also result in more efficient trunk usage as well.
Tip #4) Cut Costs By Utilizing Caller ID Services
Incoming toll-free services are billed by the time duration of the call. Cut the time of the call and you will automatically reduce the cost of the call.
Caller ID services have the ability to be interfaced with computer systems and database records. Incoming calls can now provide an operator with caller history immediately, making it easier to recognize the needs of the caller before the call begins. This scenario puts the operator in a much better “informed” position to either help the customer quicker, or sell more products faster based on the information that is presented to them at the onset of the call.
Tip #5) Allow Employees Toll-Free Access to Check Voicemail
Toll-free numbers can be a terrific way to help cut costs for calls to the home office. Checking voicemail via long-distance calling, wireless roaming, or local toll rates can be more expensive than utilizing the company’s toll-free number to check voicemail.
Provide your traveling employees with access to check voicemail or communicate with the home office. This will not only save money, but it will be easier to track incoming calls to the corporate office via a toll-free line than expensing these calls from wireless bills, or home office bills.
Toll-free numbers will be part of the business environment for many years to come. Continual optimization of these services is worth the extra effort to help rein in costs. Optimize today for greater telecom savings tomorrow.
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Contributor's Note
TelCon Associates is a 35 year old telecom auditing and bill management firm. For free resources on telecom expense reduction, visit www.telconassociates.com
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