Call handling is the process by which an incoming call is handled by a call center. A call handling center is either a dedicated call handling unit or a virtual call center operated by a single firm to administer incoming phone or product queries from clients. It is the job of a call handling unit to route calls accurately, efficiently manage customers enquiry and ensure the correct time of delivery. Some call handling centers are equipped with advanced call handling equipment, thereby enabling it to handle multiple callers at a single time.
The main aim of call handling is to provide customers with the best possible services before they give up or after they give up on a particular client. It is imperative that call handling centers remain competitive with their existing client base or else their business will suffer. There are various techniques that are used by call centers to ensure uninterrupted flow of traffic. These techniques include:
Small business phone systems: Small business phone systems are used to route or manage customer calls. Most small businesses have a single phone system. Small business phone systems allow customers to call into the business phone system by dialing a specified phone number. Many small business call handling providers offer toll free numbers for calls made outside the local area.
Using virtual call handling: A virtual call handling service helps smaller businesses reduce their call handling staff. Since there is no physical call handling personnel, call handling providers can afford to employ more call handling agents and thereby increase their customer base. Some call handling providers also use virtual call agents. The agents appear as real people to the customers. Customers can talk to these agents by using voice commands or keywords. Most small business phone systems also incorporate video calling and web conferencing features.
Good call handling software: It is important to choose good call handling software. A good call handling software has various features like auto attendant, call screening, call transfer, find me follow me call forwarding, music on hold and much more. The software should be flexible enough to accommodate different kinds of customers. The call handling software should not only be able to handle calls from new customers but also take care of calls from return customers and long distance customers.
Effective phone calls: A call handling system should not only be efficient in answering phone calls but it should also be efficient in handling calls from callers. The call handling system should allow the callers to leave voice messages. This should make the callers feel that they are being taken seriously. The call handling system should record all messages and transfer them to the e-mail account of the customers.
Reduce inbound calls: Another important part of the call handling is the ability to reduce inbound calls. It is often seen that when a business needs to handle a lot of calls in a day or a week, it becomes necessary to hire a call handling firm. These firms help businesses get resolved problems quickly and effectively. The call handling service provider should have competent people who can handle the calls promptly. This allows businesses to have maximum outbound calls with low cost.
Minimize outbound calls: The best way to manage calls in a call handling firm is to minimize the number of calls directed to the answering machine or voice mail. One should avoid making the callers wait for the voice mail to print the expected date. It is seen that many callers often call after business hours and the receptionists might not be able to accommodate the callers. Therefore, it is recommended to give the caller a number to reach the receptionist during normal business hours. The call handling service should always have an option to send a recorded message to the caller, which could be used to explain the reason behind the call and direct the callers to reach the right department.
