What is Call Handling?

Wednesday, February 9th, 2011

Call handling is the management of inbound or outbound telephone calls. It’s usually used by businesses for sales and customer service, but can also be a useful service for charities, private clients and other types of organisation.

There are two types of call handling services. Inbound call handling services involve the management of communications from customers to your business. Outbound call handling services are those which help manage telephone calls from your business to its customers, supplier or other contacts.

Most companies that utilise inbound call handling do so in order to:CSnotepad Telephone Answering

  • Offer a better customer experience
  • Improve sales capabilities
  • Save time for other tasks

Call handling services help companies to improve their existing capabilities, either as a backup for existing staff when capacity is reached, or as an outsourcing solution. It allows companies to process a higher number of inbound sales calls to increase profit, or reduce queuing systems or voicemail usage to improve the customer experience.

Outbound call handling can range from telemarketing and telesales to customer care programmes such as:

  • Appointment reminders for dentists
  • MOT/Servicing reminder for mechanics

Outbound call handling services can work alongside inbound services in IT support, to provide a central system for logging support calls and responses.

Every business is different. A range of different inbound and outbound call handling services are available from us at CSnotepad, and we can include order taking, diary management and other services in a tailored package for your business.

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