What is a tollfree number, and how do they work? If you’ve ever been interested in the ins and outs of these numbers – why you might need one, how to get one, and some of the cool technical things you can do with them – read on!
What are tollfree numbers?
Toll-free numbers, also known as freephone numbers, allow customers to call you at no cost to them. In New Zealand, toll-free numbers begin with either 0800 or 0508, while in Australia, they start with 1300, 1800. These numbers streamline your customer contact process, making them ideal for sales teams and support lines.
What tollfree numbers are there in New Zealand?
- 0800 Numbers are widely recognised and used throughout the country. When customers dial an 0800 number, the call is free for them, with the receiving business covering the charges. These numbers are excellent for enhancing customer service and encouraging enquiries.
- 0508 Numbers also offer toll-free calling, and were introduced as an alternative to 0800 numbers. Customers don't need to pay for calls to these numbers, making them an option for businesses looking for an alternative to an 0800 number.
What Tollfree Numbers are there in Australia?
- 1800 Numbers offer completely toll-free calling for customers, similar to New Zealand's 0800 numbers. Calls to 1800 numbers are free for customers, with the business covering the charges. These numbers are ideal for encouraging customer inquiries and providing high levels of customer service.
- 1300 Numbers provide a cost-effective way for customers to contact your business. When customers dial a 1300 number, they are charged a local call rate, regardless of where they are in Australia. The business pays for the incoming call charges. This setup is particularly beneficial for businesses looking to manage costs while providing accessible contact options.
How do these Tollfree Numbers differ from a cost standpoint?
| New Zealand | Australia | |||
| Type | 0800 Numbers | 0508 Numbers | 1800 Numbers | 1300 Numbers |
| Free for your customers? | Free | Free | Free | Landline cost |
| Number example | 0800 835 376 | 0508 xxx xxx | 1800 316 620 | 1300 xxx xxx |
| How to dial a tollfree number overseas? | Country code + 800 xxx xxx | Country code + 508 xxx xxx | Country code + 1800 xxx xxx | Country code + 1300 xxx xxx |
| Number example | (+64) 800 835 376 | (+64) 508 xxx xxx | (+61) 1800 316 620 | (+61) 1300 xxx xxx |
Why might you need a Tollfree number for your business?
Consider these common scenarios where a toll-free number can benefit your business:
- National Accessibility: A toll-free number ensures your business is accessible to customers across New Zealand and Australia without them incurring call charges. It is particularly beneficial for your business if you plan to open a new office or enter to a new market overseas. This helps your business to achieve national reach.
- Professional Image: A toll-free number signals that you are customer-focused and committed to excellent service. It enhances your business’s professional image, making a positive impression when potential clients see your toll-free number on your website or marketing materials.
- 24/7 Availability: Toll-free numbers can operate round the clock. Even after business hours, callers can leave voicemails or connect with a customer service representative.
- Easy Recall: Toll-free numbers are easy to remember, making it convenient for customers to recall your business when they need assistance or have enquiries. This ensures your business stays top-of-mind.
How to choose a tollfree number for my business?
When setting up a toll-free number in New Zealand or Australia, you have several options. Selecting the right one depends on your business objectives:
- Traditional Toll-Free Numbers: These classic numbers (0800 in New Zealand and 1800 in Australia) allow callers to reach you without incurring charges. For example, 0800 XXX XXX or 1800 XXX XXX. You may need to balance your options and choose one based on your budget or business requirements.
- Vanity Numbers: These are customised toll-free numbers that spell out a word or acronym related to your business. For instance, 0800 TELESMART (translated to 0800 835 376) in New Zealand or 1800 TELESMART in Australia. If you need a vanity number, it's essential to first check with the toll-free number provider to see if your desired number is available.
- Shared Toll-Free Numbers: These numbers are shared among multiple departments, with callers routed based on the dialled extension. For example, two different toll-free numbers with an IVR configuration, sharing the same answer point for their sales or support lines. Sharing a number can reduce costs compared to having separate dedicated lines.
- Virtual Phone Systems: Cloud-based services offer toll-free numbers along with features like call forwarding, voicemail, and auto-attendants. For example, Microsoft Teams. These systems are ideal for organisations, allowing staff to receive (and make) calls from anywhere using an app or web interface.
What features should I expect with a Toll-Free Number?
Once you have your toll-free number, you should explore these routing options to meet your business needs.
- Basic Routing: Route calls directly to your existing landline, work mobile, or VoIP number. For example, you can receive customer calls wherever you are - at home, in the office, or on the go - without having to give out your personal number.
- Menu-based Routing: Build an interactive menu to greet your customers, and route them to the correct destination. For example, a customer calls your toll-free number and is greeted with a menu of options: "Press 1 for Sales, 2 for Support, 3 for Billing.
- Time-Based Routing: Customise call forwarding based on specific hours. Set business hours (e.g., 9 AM to 5 PM). Calls during these hours go to your office phone, while outside of business hours, they follow a different route (e.g., voicemail or an on-call team).
- Location-based Routing: This is useful if you have multiple branches or offices. Geographic based routing can direct incoming calls based on the caller’s location. For example, a call from Auckland could be redirected to a local Auckland branch, or to a head office in Wellington, or even overseas to a Sydney office.
What advanced features should I be looking for with my Toll-Free Number?
Now that you have the basic features to empower your business with a toll-free number, what advanced features can you take advantage of? There are several additional features worth mentioning that can be beneficial to your business, depending on your objectives.
Call Reporting
Toll-free call reporting provides detailed insights into your call usage, enabling you to optimise your customer service strategy and improve operational efficiency. By tracking call volume, you can monitor the number of incoming calls over specific periods and identify peak call times to ensure adequate staffing. Analysing call duration helps you monitor average call lengths and assess whether customers are receiving timely and effective support.
Find the origin of incoming calls and tailor your support efforts
New Zealand and Australia coverage
Additionally, call reporting helps evaluate individual agent performance, identifying training needs and areas for improvement. Leveraging these insights allows your business to streamline operations, and enhance overall customer experience.
Unlimited call queuing keeps customers happy
Professional Recording
Call centre managers can use call recordings to review how agents handle customer conversations. By listening to these recordings, managers can assess whether support representatives follow defined protocols and identify areas for improvement. Incorporating professional recordings transforms your toll-free number into a tool for seamless communication, and a key element in enhancing your overall customer experience.
Review how agents handle customer conversations
When I choose a tollfree number for my business, what should I be looking for?
Selecting the right toll-free number for your business is crucial for effective communication with your customers and prospects. However, the process can be daunting without a clear understanding of what to prioritise and what to avoid. Here's an overview to help you navigate this decision.
| What to look for | |
|---|---|
| Call Quality & Reliability | 1. The provider offers excellent call quality and high reliability, with minimal downtime. 2. Uptime guarantees and service level agreements (SLAs). |
| Pricing Structure | 1. A transparent pricing model, including setup fees, per-minute charges, and no hidden costs. 2. A price comparison among providers, to ensure you are getting a competitive rate. |
| Features & Flexibility | 1. Provider offers a comprehensive range of features such as call forwarding, voicemail, IVR, and call recording. 2. Service can be customised to fit your specific business needs. 3. Contracts with flexible terms, no harsh penalties for cancellation. |
| Scalability | 1. Provider can accommodate your business growth and increased call volumes. 2. Options to easily upgrade or add services as your business expands. |
| Customer Support | 1. Quality and availability of customer support. 2. Providers offering 24/7 support through multiple channels (phone and email). |
I’m ready, what’s next?
Here are the next steps to get your toll-free number up and running:
Onboarding Process
1. Select a Service Provider
Choose a reliable service provider
2. Pick Your Number
Once you’ve chosen a provider, select an available toll-free number
3. Purchase and Verify
Complete the purchase process
- Select a Service Provider: Choose a reliable service provider. Check with your current telephone provider for toll-free numbers as an add-on service, or explore dedicated providers that offer competitive rates, excellent customer support, and additional features like call analytics, such as Telesmart.
- Pick Your Number: Once you’ve chosen a provider, select an available toll-free number. Consider something memorable or related to your business, such as 0800 FLOWERS for a flower shop in New Zealand, or 1800 FLOWERS in Australia.
- Purchase and Verify: Complete the purchase process. You may need to verify your business details before the number becomes active to ensure authenticity and prevent misuse.
Conclusion
Toll-free numbers are a powerful tool for enhancing customer communication and engagement in both New Zealand and Australia. By offering a cost-free way for customers to reach your business, these numbers not only boost your accessibility but also enhance your professional image. Whether you choose a traditional toll-free number or a vanity option, the benefits are clear: improved customer service, ease of recall, and the ability to operate around the clock.
As you consider integrating a toll-free number management tool into your business strategy, keep in mind the various types available and their unique advantages. By selecting the right provider and features that align with your business needs, you can ensure that your toll-free number not only meets your operational goals but also contributes positively to your customer experience. Don’t hesitate; take the next step towards making your business more accessible and customer-friendly today!