What is Call Handling

What is Call Handling? [SOLUTION]

When an organization hands over the operation of handling their inbound calls to the outsourced agents this process is known as call handling. Call handling is a business service that allows them to outsource their incoming calls. On behalf of your business, the call handling contractor will respond to calls and ensure that all inquiries are treated most acceptably. Call handling services include:

  1. Making bookings
  2. Forwarding calls to the right department
  3. Making appointments and arranging meetings
  4. Arranging call-outs

Every company provides the “telephone answering services” to their customers and you’ll see them handling all the calls. They will ask the name, number and message that you want to deliver to the company. Call handling starts with attending the call and handling the queries and solving the issues of the clients.  A call handling system must create a framework that enables the communication to be handled by their operators and will ensure that all the information required is obtained from the call.

Another example would be in the management of facilities. On behalf of a client, we can run a 24/7 help desk and even arrange to call engineers to a property to deal with an emergency. It helps facilities management organizations to reach their service-level contracts in a cost-effective manner, which would not be feasible with a simple message-taking service.

How can call handling help the business?

Now we know what call handling is. Let’s talk about how it can help the business organization:

Switchboard & reception service:

Through this service, the call handler can take all the calls coming into the business and can manage them by forwarding them to the particular department. And if the preferred line is busy or can’t take the calls their message can be taken and solved afterward.

Overflow or out-of-hour:

When the business has a lot of work to handle and calls to receive it gets really hard for the people working to manage things. In this situation outsourcing the calls can help the business in managing all the calls and solving the queries of clients and customers. It can be really cost-effective and can save a lot of time.

Customer service line:

To provide comprehensive customer service services, they are fully integrated with the processes of a company. This may include tasks such as tracking deliveries, supplying customer complaints with advice and processing.

Diary management and appointment booking:

The call handlers can manage the booking and appointments. Software that includes a calendar can be given to them in which they can write all the appointments or booking that is made on certain dates. This can help the organization to perform certain tasks on time.

24/7 help-desk:

Call handling services can be really cost-effective and also it can help you provide 24/7 services to your organization. This is particularly important for businesses that have a service level contract with their customers that they are expected to respond to emergencies within a specified period.

Our company provides the best call handling services to our customers and all the companies we are working with are really satisfied with our performance.

Resources: https://en.wikipedia.org/wiki/Customer_representative

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