Toll-free and 1-800 numbers for business

Toll-free numbers are available for your cell phone. To get one, you must find an approved provider through the Federal Communications Commission (FCC) and contact them for service.

You can purchase as many toll-free numbers as you need through your toll-free phone number provider.

Some, but not all, 1-800 numbers can receive text messages. For example, if you purchase a toll-free 1-800 number from Zendesk, you can use that number to receive texts. With other providers, you may need to go through an additional setup to configure your 1-800 number to receive text messages.

You can often add the toll-free number to your website through the backend HTML or your website builder, like WordPress. If your call center software has those integration options, you can also add a click-to-call button.

Follow these best practices to maximize the benefits of using a toll-free number for your business.

• Reduce wait times for a higher customer satisfaction score (CSAT): Customers can text your toll-free number to skip long hold times during peak hours. You can also have an IVR record quick answers to FAQs—like your address or business hours—and let customers request a callback. Meanwhile, AI agents or chatbots can support customers over digital channels while your call center reps are off the clock.
• Leverage AI to boost call center productivity: For example, AI can generate a call summary and list of next steps for the agent. AI can also assist agents to reduce the time they spend on calls by surfacing similar tickets and suggesting how to resolve the issue.
• Personalize calls with customer context: Integrate your toll-free number service with your customer service software to give agents the customer context needed to provide a more personalized customer experience.
• Gather feedback to improve phone support: Send CSAT surveys to amplify the voice of the customer and help you understand what customers love about your product or service and where it needs work. Additionally, AI can automatically transcribe calls and review these conversations to identify trends, saving a manager’s time QA-ing interactions.
• Invest in the agent experience: Call center agent burnout is common. But software solutions can help minimize it. Workforce management tools take the guesswork out of scheduling, ensuring appropriate staffing levels to reduce agent overload. Furthermore, AI can automate mundane tasks and help reduce high ticket volume.

Your monthly toll-free number payments will vary depending on factors like the monthly subscription fee and per-minute rates. With Zendesk, for example, phone numbers cost $1 per month, and inbound calls cost the business 12 cents per minute. To put that into perspective, some businesses charge $15 for a phone number and between 6 and 30 cents per minute.

Here’s a breakdown of the five common types of toll-free numbers you might encounter:

• Standard: These are traditional toll-free numbers with a nationwide reach, typically starting with 1-800, 888, 877, 866, 855, or 844.
• Domestic: These numbers allow only callers from within the country to call for free.
• International: These numbers enable businesses to extend toll-free calling beyond national borders, facilitating communication with international customers.
• Virtual: These numbers don't have a physical location associated with them. Calls get routed to a chosen destination, like a landline, mobile phone, or call center.
• Vanity: These are memorable numbers that spell out words or phrases (e.g., 1-800-AUCTION). They can be more expensive than standard numbers but offer increased brand recognition.

While the specifics of buying a toll-free number may vary depending on who you purchase it from, the process is generally the same.

1. Pick a toll-free service provider. Alternatively, you can contact your current telephone provider or contact center solution for service.
2. Choose a toll-free number and purchase it. Depending on the country, you may need to verify your business before purchasing your number.

The FCC prohibits the warehousing, hoarding, or brokering of toll-free numbers. These practices are defined by the following:

• Warehousing involves holding onto available toll-free numbers to lease or sell them later.
• Hoarding, on the other hand, implies acquiring a large number of toll-free numbers without a clear plan for their use, potentially limiting others' access.
• Brokering acts as a midpoint, connecting businesses seeking toll-free numbers with providers who can assign or lease them.

Toll-free numbers aren't assigned directly by the FCC. Instead, businesses work with certified entities called "Responsible Organizations" (RespOrgs). These RespOrgs check a central database to see if a desired number is available and handle the assignment on a first-come, first-served basis.