Toll free numbers with extensions are powerful tools to make your business more professional, accessible, and efficient. In this article, we’ll explore several of these topics that toll free numbers with extensions can bring to your business.
When you think of professional organizations, toll free numbers with extensions are a given. In fact, it’s very rare to have a number without extensions when calling these organizations, whether the company is a Fortune 500 or a high-volume organization that is a conglomerate of different departments (and possibly located in different regions of the world).
The simple fact is that larger organizations want to make their business as accessible as possible (toll free numbers charge the subscriber, not the caller) while routing traffic in the most efficient way possible. It would be unorthodox to reach an executive directly, especially considering how valuable their time is. Toll free numbers with extensions take this guesswork out of the calling process. Therefore, if your business wants to align itself with this professionalism, toll free numbers with extensions are a must.
Direct Inbound Caller Traffic
No one wants to hear “I’m sorry, but this is the wrong department. Let me transfer you…” Distributing calls to appropriate departments is best compared to a traffic jam. Without a way of directing the flow of calls, there’s a potential for chaos and frustration, both on the part of your customers and your employees. After all, every time a call is transferred, this takes time away from what your employees should be doing — handling inbound calls that are within their skill set and authority.
With extensions, callers narrow their choices and can pick the side streets and shortcuts, so to speak, to get what they want in the shortest amount of time. A customer can get in contact with the customer service department simply by pressing a number that includes a combination of digits. Furthermore, if your organization is set up with departments within departments (i.e. IT-based customer service vs. general inquiries), the flow of inbound caller traffic is further refined, which is something that your customers and employees will appreciate.
Gives Control to Customers
If there’s one thing that customers hate, it is whether they can have control over the process of contacting who they need to contact. It can be frustrating to sit through music on hold and a series of company announcements, only to be transferred by employees that may not be in the correct department. This can lead to negative emotions based on the inefficiency of your current phone system even before a word is exchanged over the phone. The solution, made possible with toll free numbers with extensions, hands the reins over to the customer, who can pick and choose where their call is routed. And, if the customer chooses the wrong department, the fault lies on their end, not your businesses — which can be simply rectified with a transfer. However, the difference is that the blame lies on the caller and is therefore not associated with your business’ phone structure.
Direct Contact with Key Employees
Is your organization set up with a number of key employees that are specialized to handle incoming calls? If so, your customers and clients may want to handle business with a person they’ve already established rapport with, not get sent to the beginning of the process and deal with an entirely new person. With extensions added to your toll free number, customers can reach these employees directly by dialing the correct extension.
For instance, if you have a sales agent that is working to finalize a contract with a new lead, having that agent primed and ready to handle the details can make or break a valuable deal. On the other hand, if that same caller is directed to another employee that has to get up to speed, the client may feel anonymous and undervalued, causing them to look for more personalized companies that care about their business more.