Toll–Free Numbers and Consumers Experiences: An Exploratory Survey
This exploratory survey examines the experiences of consumers using toll free number during the following three phases (pre-usage, usage, post-usage). Data were collected from 240 respondents residing in and around the Emirates of Sharjah and Dubai. The results indicate that the sample find toll free numbers easy to operate and helpful. However, the respondents faced problems such as long waiting time and unable to speak to the right person. To improve the services of toll free num- bers professionally trained staff should be made available round the clock to attend consumers’ calls and organizations can prepare a list of frequently asked questions and orient the staff who attend toll free calls. It is further suggested that studies can be carried out separately on specific service industries or manufacturing organizations.Keywords: Toll – free numbers, Consumers, Phases, Frequency, Problems, Training
Suggested citation: Shivakumar, K. (2010) Toll–Free Numbers and Consumers Experiences: An Exploratory Survey. Skyline Business Journal, Volume 6, No 1, pp 12-16.