Call handling is a service that allows businesses to outsource their inbound calls or aspects of their phone answering to a specialist service provider.
Call handling is a service for business that allows them to outsource their inbound calls. The call handling provider will answer calls on behalf of your business and ensure all enquiries are dealt with in the most appropriate way. This could include: Forwarding calls to the appropriate department, Booking appointments, Taking payments, Arranging call-outs.
While neither term is set in stone, you’ll generally see the phrase “telephone answering service” used by companies that offer a basic name, number and message-taking service.
Call handling, on the other hand, is exactly that: handling an entire call from the moment the caller picks up the phone until the inquiry has been fully resolved.
A large percentage of the work a call handler does happen after the call has finished. Operators are responsible for resolving any issues that were raised during the call, whether that’s arranging an engineer call-out or processing a payment.
While almost every business could benefit from a basic message-taking service, the more complex nature of handling calls means it is better suited to the needs of larger businesses, or SMEs with very specific or in-depth requirements.
For example, outsourcing your inbound calls can be extremely beneficial for Legal firms which 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.
Another example would be in the facilities management industry. We’re able to 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, which wouldn’t be possible with a basic message-taking service.