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A call-handling service is just what the name suggests — it manages all a business’s inbound and outbound calls, or both, depending on the need. These services allow you to respond to calls quickly and professionally, which can positively impact client satisfaction and boost loyalty.
With the help of our experts, we’ll explain what call-handling is, highlight its key features and benefits, and share 8 best practices to optimize your call-handling strategy.
Table of Contents
What Is a Call Handling Service?
A call-handling service allows businesses to outsource their call answering and management to a third party. It involves agents trained to answer customer questions, provide customer service, and respond to different customer issues.
This service can benefit all businesses that may not have the resources or workforce to handle calls in-house. It especially goes for startups that have yet to consider using phone call center software or building an inside call center department.
Depending on your needs, a call-handling service can provide call-handling services for various situations. The best phone answering companies are sure to provide these call-handling services:
- Inbound and outbound calls
- Order taking
- Sales support
- Customer service
- Appointment scheduling
Call-Handling Service Features
Call-handling solutions offer a range of features that can help you improve your customer service. Here are some of the most popular features to consider when using a call-handling service:
- Automated attendants
- Voicemail
- Call recording
- Call conferencing
- Call routing
- Queue management
- Call monitoring
- Customized greetings
- Inbound and outbound call management
- Lead generation
- After-hours support
1. Automated Attendants
Automated attendants are an ideal way to ensure that calls are answered quickly and professionally. They allow customers to choose an option or enter an extension number to reach the right department or person. This helps reduce wait times and ensures that calls are routed appropriately. After all, according to the most recent HubSpot report, 21% of customers expect an immediate response to their tickets..
2. Voicemail
With voicemail, customers can leave messages for you, which will be stored in a secure database for you to review. This is especially helpful if you are away from the office or out of the country and unable to answer calls.
3. Call Recording
Call recording allows you to review customer conversations and use them as a learning tool to provide better customer service. It also allows you to monitor customer interactions and ensure they align with company policies.
4. Call Conferencing
Call conferencing allows you to set up meetings with customers and other stakeholders without leaving the office. This is especially useful for small businesses that may not have enough staff members to attend in-person meetings.
5. Call Routing
Call routing ensures that calls are handled efficiently and professionally. It allows customers to select an option from a menu or enter an extension number to reach the correct department or person. This feature also helps to reduce wait times, as customers don’t have to wait for their calls to be transferred.
6. Queue Management
Queue management allows you to manage incoming calls by prioritizing them according to importance. This ensures that important calls are answered first, and customers don’t have to wait too long on hold.
7. Call Monitoring
Today, most business call-handling services use SIP calling, allowing you to listen in on conversations to ensure that customer service agents provide good service. Quality monitoring of the calls also allows you to identify any potential issues and address them promptly.
8. Customized Greetings
Customized greetings allow you to provide customers with a personalized experience. You can use pre-recorded messages that welcome customers in their native language or customize them to fit your brand voice.
9. Inbound and Outbound Call Management
Inbound call management helps customers navigate the sales process and provides them with the necessary information. On the other hand, outbound call management allows you to navigate sales by connecting with prospects.
10. Lead Generation
A call-handling service can help businesses generate leads by answering calls from potential customers and collecting their contact information. You can use this data to construct your buyer persona and then reach out with potential offers or do outbound calls and request feedback.
11. After-Hours Support
A call-handling service can have an after-hours feature, meaning it can provide support outside regular business hours. Since these are companies that are not tied to your business, they can work during their own hours. That means they’ll ensure that calls are still being answered even when you’re closed.
The Benefits of Call Handling Services
Call-handling services offer several key advantages that help improve efficiency and customer satisfaction:
- Improved customer satisfaction: Top-notch customer service is critical for driving repeat business and increasing customer loyalty. 80% of customers say their experience with a company is as vital as its service.
- Increased productivity: A call-handling service helps you scale your business by siphoning off non-value-added tasks, like taking calls. This frees up your team to work on higher-value tasks.
- Reduced expenses: Investing in a call-handling service allows you to outsource the call-handling process and save your business some money.
- Personal presence: It allows businesses to have a professional presence, even if they don't have a dedicated receptionist. Imagine being able to answer every call that comes into your business, no matter how busy you are.
- Flexibility: For example, if you're a business owner and you're out of the office, a call-handling service can ensure that your calls are still being answered and that your customers are taken care of.
- Innovation: A call-handling service enables businesses to keep up with the latest trends and technology in customer service. By responding to customer inquiries quickly, companies can stay up to date on new features, offering their customers the best possible service experience.
How To Choose a Call-Handling Service: 8 Best Practices
When looking for a call-handling service provider, there are several best practices you should consider:
- Hire trained and professional operators
- Look for a range of features
- Use advanced call routing and forwarding technology
- Look for multi-language support
- Ensure there is after-hour support
- Put data security in first place
- Ensure regular updates and reporting
- Check for customer support quality
1. Hire Trained and Professional Operators
A call-handling service provider must have trained operators to handle calls professionally and efficiently. This can help improve the customer experience and ensure that calls are managed effectively.
2. Look for a Range of Features
The best phone handling service providers offer a wide range of features, such as appointment scheduling, order taking, and customer service support. This can help businesses streamline their operations and improve the customer experience.
3. Use Advanced Call Routing and Forwarding Technology
A call-handling service provider should have advanced call routing and forwarding technology. This will allow calls to be routed to the appropriate staff member or department and forwarded to a different number if necessary. That way, you solve the customer’s issue and build trust.
4. Look for Multi-Language Support
For businesses that cater to a global market, a call-handling service provider with multi-language backing is a must. This allows companies to communicate with customers in their native language, improving the customer experience, and showing the brand values diversity.
5. Ensure There Is After-Hours Support
With businesses operating globally, customers often come from different time zones, which means you may receive calls outside regular business hours.
A call-handling service provider should offer support even after regular business hours. This ensures calls are still being answered even when the business is closed, keeping customers happy and satisfied.
6. Put Data Security in First Place
A Cisco report showed that 87% of people care about their data privacy, most of them being younger consumers. Hence, the need to safeguard your customers’ data is key to building trust and retaining clients.
A call-handling service provider must have secure systems to protect customer data. This can help ensure compliance with data protection regulations. Today, most companies use cloud-based phone software as it provides a high level of safety.
7. Ensure Regular Updates and Reporting
An excellent call-handling service provider should provide regular updates and reports to businesses. This will allow them to track the performance of the service and make any necessary adjustments, ultimately improving customer experience and satisfaction.
8. Check for Customer Support Quality
The best 24/7 call-handling service providers are those that have a track record of offering excellent customer support. To help businesses resolve any issues or concerns, a call-handling operator should be polite, knowledgeable, and timely.
So, when choosing a call-handling solution, look for reviews or feedback to ensure quality is their best practice method.
Call-Handling Service Takeaways
Call-handling services are quickly becoming a must-have for all businesses that want to grow their customer base. For small businesses, significantly, having a call-handling service in place will help ensure you don't miss out on valuable leads.
Depending on the features the phone handling service has — from answering calls and providing basic customer service to offering advanced features such as appointment scheduling and order taking — businesses can reap several benefits:
- Improve their professional presence
- Streamline operations
- Boost customer experience
Whether you’re looking for outbound call-handling companies or inbound call-handling providers, browse our directory of top agencies and find the one suited for your business!
