29 January 2018 in The Call Takers Blog

What is Call Handling and Who Should Use It?

What is call handling?

Call handling is a service that allows businesses to outsource their phone lines, or aspects of their phone answering, to a specialist service provider. A call handling company will answer the call and can provide a range of outcomes such as forwarding the call through to the client, booking an appointment, taking a payment, or arranging a call-out.

Why should businesses choose call handling?

When it comes down to it, call handling is accessible for everyone. While almost every business could benefit from a basic message taking service, the more complex nature of call handling means it is better suited to the needs of larger businesses, or SME’s with very specific or in depth requirements.

For example, call handling can be extremely beneficial in the legal industry. Legal firms will often need a large amount of information to be taken from their calls, as this saves fee earners time when they respond to the inquiries. A call handling service will create a framework that allows their operators to manage the conversation, and ensures all the required information is taken from the call. With a basic message taking service, there is no guarantee the message will contain all the vital information, and fee earners will have to spend time asking these basic administrative questions every time they respond to a message.

Another example would be in the facilities management industry. A call handling service can run a 24/7 help desk on behalf of a client, and even arrange for engineers to be called out to a property to deal with an emergency. This allows facilities management firms to meet their service level agreements in a cost-effective way. This would not be possible with a basic message taking service.

What is possible with call handling?

While most call handling contracts are relatively bespoke, pulling together different elements to create a package specific to the client, there are certain core elements of call handling that feature time and again.

  • Switchboard and Reception Services
    With a switchboard and reception service a call handler will take all of the calls coming in to a business and direct them through to specific fee earners. If the preferred recipient is unavailable they can take a message which is emailed over in real time.
  • Overflow and Out of Hours
    In many situations it is still cheaper to answer and manage your own calls in house during the day, but when it comes to taking calls through the night it is more cost effective to outsource. One of the most fundamental ways to use a call handling service is to manage out of hours calls, or any overflow of calls when the lines get busy during the day.
  • Customer Service Lines
    With a customer service line, a call handling service will fully integrate with a client’s systems so they can provide complete customer service solutions. This can include tasks such as tracking parcels, providing advice, and even taking complaints.
  • Diary Management and Appointment Booking
    With a diary management service the operator taking the call will log into a diary or calendar so they can book and rearrange appointments on behalf of the caller. This has a wide range of applications from booking an appointment to see a doctor through to booking a table at a restaurant.
  • 24/7 Helpdesk and Emergency Response
    A call handling service is a cost effective way to provide a 24/7 helpdesk. This is particularly important for companies that have a service level agreement with their client that states they must respond to emergencies within a set period of time.

Call Handling with All About Calls?

At All About Calls we specialise in providing a high standard of call handling. We’re dedicated to helping organisations provide exceptional customer journeys for their clients and their callers. We achieve through the high level of training we provide to our staff, and the high level of care and attention paid by our account managers.

For more information about call handling with All About Calls Contact us on: 08004701576

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