One important note -- in some area codes, there are local numbers beginning with 888/877/866. So someone at 888-2472 might get calls from someone wanting Air Canada (1-888-247-2262), if people don't dial the 1 first.

It's true that it's somewhat redundant information, but it helps reduce errors.

As for the question to begin with, the cost of the toll free line isn't all that much these days, especially compared to the cost of a call center itself. Even with a local number, they still need the trunks, switches, and phone sets.

And customers really do still resist calling toll numbers. Motel 6, which was a longtime holdout (remember Tom Bodet singing "505-891-6161"? ) has a toll-free number now.