Chapter 5: Meeting Toll-Free Service,the Red-Headed Stepchild of Telecom

In This Chapter

• Understanding the pros and cons of toll-free service

• Finding the best toll-free service for your business type

• Knowing which toll-free options your carrier provides

• Protecting your phone bill with toll-free blocking

• Discovering dedicated toll-free features

Toll-free numbers are everywhere today: You see 1-800-FLOWERS advertised on television or 1-888-GON-REFI popping up on the Web to entice surfers to call for mortgage refinancing. Heck, you can’t pick up a can of soda without reading, COMMENTS OR QUESTIONS, CALL 1- 800-555-XXXX. These are just a few examples of how a toll-free number can be used to help you take orders or provide customer service. The basic concept behind toll-free service is that the business that owns the 800 number pays for the calls that it receives; the toll-free part applies to the caller, not to the company.

You may wonder how a company can afford to pay for so many incoming long-distance calls. Well, the widespread use of toll-free numbers shows that, despite the cost, companies believe these numbers add value to their business. In this chapter, I introduce you to the ins and outs of toll-free service, including the fees involved. I tell you how to go about discussing options with your carrier, explain how toll-free numbers interface with your other telecom services, and show you where you may run into potential toll-free pitfalls.