Toll-Free Numbers and Customer Satisfaction: Connecting the Dots

Toll-Free Numbers and Customer Satisfaction: Connecting the Dots

The toll-free number is a cloud-based solution that starts with the 1800 series which is a strong communication channel. It is also known as a free phone as the cost of calling the business is paid by the business. A customer can freely call the toll-free number as many times as they want and from any location. The toll-free number starts with prefixes like 860, 855, 888 etc. 

Toll-free number providers in India offer three types of toll-free numbers:

1. Domestic toll-free numbers: A domestic company that has offices in different locations within a country uses this contact number to enable the customers to call them easily. Indian toll-free numbers are used by businesses within the country to cater for the needs of local and regional businesses. It helps a business to easily communicate within the country. It can be used by businesses of any size and is also efficient for small size businesses and start-ups. 

2. Universal International Free-phone number: UIFN is an eleven-digit number that can be used by any organization universally in all the geographical locations that conduct business. It is used by businesses that aim for a global footprint and international presence. Companies use the same toll-free number irrespective of the geographical area and enable customers to call them hassle-free. It makes international communication free and easier for the customers. 

3. International toll-free numbers: These free contact numbers are country-specific numbers and a business can easily use the number to connect with customers. The customers can communicate without bothering about the call cost.

Toll-free numbers enhance customer satisfaction in the following ways:

1. Reduce call wait time: With toll-free numbers, the wait time of the customers is reduced. The standard wait time is 20 seconds and anything over or less than it significantly affects the sales performance and brand reputation. All inbound calls are directly transferred with the call center’s intelligent routing which offers accuracy and efficacy. It reduces the call wait time and offers instant connections. It also helps to improve the call centre metrics such as FCR (First Call Resolution) rates. The call routing solution is designed to automatically send the incoming call to the next available agent without making the customer wait. It reduces the navigation time between different operators. The process helps to boost the customer service performance evaluation as it improves various call centre data like AHT and average time in queue. Time is valuable; when customers get quality service and seamless communication on a priority basis, it increases their satisfaction level. 

2. Quality assurance and seamless communication: The Indian toll-free number can be coupled with a well-integrated CRM system that will help to ensure the quality of communication for the callers. It makes the call routing solution stronger. When the call is transferred to the best fit and available agents, they are supported with the old database on the last conversation, browser history for products and services in the business, budget and features etc. They can easily look up the previous conversations with that caller and personalise their journey which helps to level up communication and service delivery. It ensures the quality of communication and seamless service delivery. It helps in easy rapport building among the customers and also establishing brand value. It also supports a business in lead generation. 

3. 24×7 support: A toll-free number is available 24×7 for customers which makes a business flourish in no time. It helps a business to extend their services across the globe with no barriers to communication, irrespective of the time zones.  It benefits a business by creating more accessibility for the customers that is available to offer service as per the convenience of the customer. Toll-free number providers can assist a business in creating different market strategies to offer better round-the-clock services to customers. It also allows a business to connect with the customer from different time zones. It increases customer satisfaction rate with more engagement. 4. Easy functioning: Toll-free numbers are very easy to remember and thus are a comfortable means of communication. Customers can easily call on the number. The number also acts as an identity for the business and its presence in social media platforms makes it more available for the customers. Toll-free number providers also offer customized integration that further enhances functionality.