A Complete Guide to Toll-Free Number Types in India (1800 vs 1860)

A Toll-free number (1800) in India is a business phone number that allows customers to call without being charged. The business that owns the number pays for all incoming calls, making it an excellent tool for customer support, sales inquiries, and building a professional brand image nationwide.

Key Takeaways

• 1800 Numbers: Completely free for the caller; the business pays all charges. Best for customer support and sales.
• 1860 Numbers: Callers pay local call charges; the business subsidizes the long-distance cost. Good for cost-sharing.
• Short Codes: 5-6 digit numbers used for high-volume SMS campaigns and marketing. Not for voice calls.
• Long Codes (Virtual Numbers): 10-digit mobile numbers for two-way SMS and calls, ideal for personalized communication.
• Compliance is Key: Getting any business number involves KYC documentation and adherence to TRAI regulations.

Choosing the right business helpline number is crucial for offering a direct and accessible line of communication to your customers. It’s essential to understand the various types of phone numbers available in India and their specific functionalities.

Here’s a comprehensive guide to help you understand the different types of business numbers so you can make an informed decision for your business.

Types of Business Helpline Numbers in India

India Toll-Free Number (1-800 Series-numbers)

1800 numbers are completely free for the caller. The business receiving the call bears 100% of the cost, making them ideal for customer service and sales lines where you want to remove any barrier for customers to reach you. Example: 1800-123-4567.

Ensures zero call rates for the consumers, with the business bearing the call cost.

No outgoing or incoming SMS, but supports inbound calls from across India.

This number is ideal for larger organizations aiming to facilitate customer communication without any call charges.

Call Toll Numbers Online (1860-numbers)

1860 numbers are call-toll numbers where the caller pays a local charge for the call, regardless of where they are calling from in India. The business covers the long-distance (STD) portion of the charge. Example: 1860-123-4567.

Operates similarly to an 1800 number but charges local rates for incoming calls.

Suitable for businesses that prefer to partially subsidise the call charges for their customers.

Short Code (5/6 Digits)

Primarily used for SMS-based campaign management and promotional activities, like voting or lead generation. Example: Text 'JOIN' to 56789.

Supports both incoming and outgoing SMS but lacks outbound calls.

Inbound call facility is not typically available on standard short codes.

Long Code (10-Digit Mobile Numbers)

A long code is a standard 10-digit virtual mobile number used for both voice calls and SMS. They are perfect for businesses needing two-way communication and are often used for SMS-based campaigns, customer support chats, and alerts. They support both inbound and outbound calls and SMS.

Comparison of Business Number Types

International Toll-Free Number For Business

Enables international customers to connect without incurring charges.

Only residents of the specific country associated with the toll-free number can avail of the free calling service.

These are known as International Toll-Free Service (ITFS) numbers and are specific to each country. For more details, you can consult official carrier documentation like Airtel's ITFS guide.

Factors to consider

a) Tariff Variation

National toll-free numbers in India typically have a standardized tariff within the country.

International toll-free numbers involve varied tariffs based on the destination country.

b) Billing Factors

National India toll-free numbers consider local call rates within the country.

International call toll-free numbers factor in diverse international calling rates, influencing overall pricing.

c) Specific Cost Information

For detailed cost information, it is recommended to contact MyOperator via email at: support@myoperator.co

What Sets Apart A Cloud-based Toll-Free Number From Those Offered By Telecom Operators?

Cloud-based toll-free numbers are equipped with VoIP-powered call management software.

• The software facilitates the tracking and recording of both incoming and outgoing calls.
• Detailed reports are generated, offering insights into connected and missed calls.
• Subscriber lists based on call attributes can be created for targeted outreach.
• The generated lists can be utilized for retargeting strategies on various platforms such as WhatsApp, social media, email, etc.

MyOperator's toll-free number dashboard

Case Study: The Sodexo – MyOperator Success Story

About Sodexo

Global market leader in life quality improvement services, operating in 67 countries with a workforce serving 100 million consumers.

Problem Statement

Despite having 48,000 employees, Sodexo faced challenges with a toll-free HR number, leading to high call volumes and repetitive inquiries affecting productivity.

The Solution and Key Results

MyOperator provided a comprehensive solution with-

• Multi-level IVR
• Virtual number
• Call monitoring
• API integration

It resulted in 3X faster response to employee inquiries and an 80% reduction in manual HR call handling.

Read the Full Case Study

How to Get a Toll-Free Number In India

Acquiring a toll-free number is a straightforward process when you follow these steps:

1. Choose a service provider: Select a reputable cloud telephony provider like MyOperator that offers toll-free numbers with advanced call management features.
2. Select your number: Pick a memorable 1800 number that aligns with your brand. Many providers offer a choice of "vanity" numbers (e.g., 1800-FLOWERS) for an additional fee.
3. Submit KYC documents: To comply with regulations, you will need to provide business identity and address proof. This typically includes your company's PAN card, Certificate of Incorporation (CIN), and proof of address.
4. Configure your call flow: Set up your Interactive Voice Response (IVR) menu, call routing rules, business hours, and welcome messages.
5. Activation: Once your documents are verified and the setup is complete, your provider will activate the number, usually within 24-72 hours.

For more detailed guidance, you can refer to MyOperator's onboarding guides.

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Understanding the Costs of a Toll-Free Number

While the exact price varies, the cost structure for a toll-free number in India generally includes these components:

• Setup fee: A one-time charge for activating the number.
• Monthly rental: A fixed recurring fee for the number and associated platform features (like IVR, call recording).
• Incoming call charges: A per-minute rate that you pay for every call received on the number. These rates can vary based on the caller's location (local, national) and network.
• Add-on features: Extra charges may apply for premium features like advanced analytics, CRM integrations, or additional call channels.

It's important to get a clear breakdown of these costs from your provider. Check out MyOperator's pricing plans for a detailed overview.

Regulations at a Glance

The telecom landscape in India is governed by the Department of Telecommunications (DoT) and the Telecom Regulatory Authority of India (TRAI). When you get a business number, you must adhere to their guidelines, which include:

• Know Your Customer (KYC): All subscribers must provide valid proof of identity and address.
• DLT for SMS: If you use a long code or short code for SMS, you must register on a Distributed Ledger Technology (DLT) platform to comply with anti-spam regulations.
• Permitted use: Numbers must be used for legitimate business purposes and cannot be used for fraudulent or unsolicited communication.

For official information, refer to the DoT and TRAI websites.

How should a Business Toll-Free Helpline Number Be?

A good business helpline number should be:

• User-friendly and easy to remember, facilitating customer recall.
• Compatible with IVR services for efficient call management.
• Customizable with add-on services such as call forwarding and recording.
• Reliable and capable of handling high call volumes to ensure customer satisfaction.

Tips for Choosing the Best Toll-Free Number

1. Know your audience: Consider their call preferences. Will they hesitate to pay for a call? If yes, a 1800 number is best.
2. Forecast your call volume: Analyze the scale of your business. High call volume justifies the cost of a true toll-free number.
3. Set a budget: Evaluate your budget for covering call costs. An 1860 number can be a good middle ground if the budget is tight.
4. Assess SMS needs: Determine if you need SMS capabilities. If so, a long code is necessary alongside your voice number.
5. Define your scope: Decide if your business is local, national, or international to choose the right type of number.
6. Choose a memorable number: A vanity number that spells out a word (e.g., 1800-MY-BRAND) is easier for customers to remember.

Why Choose MyOperator for Your Toll-Free Number?

With MyOperator 24×7 virtual receptionist, your customers can access real-time support through your toll-free 1800 series number at any time, even during non-business hours.

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Setting up your toll-free 1800 phone number has never been easier – a swift 30-second process with no hardware complications. Create your first IVR system effortlessly and customize multiple configurations tailored to your business needs.

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Experience cost savings of up to 80% with MyOperator’s budget-friendly, cloud-based toll-free company call number solution. The user-based pricing ensures even more significant savings, making it a wise investment for your company’s customer care number.

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MyOperator Multi-Level IVR

Efficient call routing

Instantly directs incoming calls to the appropriate department’s representative.

Eliminates the need for manual call handling.

Scalability made easy

Opt for the multi-channel option to effortlessly scale your operations.

Handle multiple incoming calls simultaneously for enhanced efficiency.

MyOperator Business Toll-Free Service Can Benefit A Wide Range Of Industries, Including:

1. Customer Service and Support: Enhances customer service efficiency by streamlining inquiries and directing them to the appropriate department.

2. E-commerce: Facilitates seamless customer experiences by managing order tracking, returns, and queries

3. Healthcare: Improves patient engagement and service by facilitating appointment scheduling, prescription refills, and healthcare inquiries.

4. Hospitality and Travel: Ensures a smooth communication process for hotels, airlines, and travel agencies by managing reservations, booking confirmations, and customer inquiries.

5. Banking and Financial Services: Ensures secure and efficient communication by guiding customers through account inquiries, transaction details, and financial services.

6. Education: Provides a structured and efficient communication channel for educational institutions by managing student inquiries, course information, and admission processes.

7. Retail: Enhances the retail experience by managing product inquiries, order status, and customer support through a customized IVR system.

8. Real Estate: Improves communication between agents and clients by assisting with property inquiries, appointment scheduling, and other real estate-related services.

9. IT and Technology: Ensures that customer issues are directed to the appropriate technical experts by streamlining IT support, technical inquiries, and service requests.

10. Automotive: Provides a structured communication system for automotive companies by managing inquiries related to vehicle servicing, test drives, and customer support.

11. Government and Public Services: Enhances the efficiency of public service communication by optimizing citizen services and guiding inquiries to relevant government departments.

12. Non-profit Organizations: Improves communication for nonprofit organizations by helping manage donor inquiries, event registrations, and general information dissemination.

Make Your Business Sound Unmissable With MyOperator

Your customers don’t wait for business hours, and neither should your support. With MyOperator’s toll-free number and 24×7 virtual receptionist, every call is answered, every lead is respected, and every customer feels valued. No hardware. No delays. Just 30 seconds to go live and sound like a brand that truly cares.

And with up to 80% savings on costs, this isn’t just a solution, it’s a smarter way to grow.
Because if your customers are ready to reach you anytime…

The real question is, are you ready to answer?

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