How Call Handling Services Improve a Business

What is a call handling service?

A call handling service where the management of phone calls and other internal communications of a business are outsourced to a call centre. Typically used for sales and customer services, call handling is available as both inbound and outbound services, while call handlers are available in countless different business sectors.

For instance, if a business hires a call handling service to answer calls from their customer service hotline, customers calls are directed to a call centre, whose employees then provide the appropriate customer service for the business.

Call handling is a flexible service too, allowing businesses to get the right type of solutions without overpaying for something they don’t need. For example, overflow call handling is available for businesses that may need additional support dealing with busy phone lines, while out of hours call handling is available for calls that occur out of traditional office hours.

How call handling services can improve a business

By outsourcing call handling services, a business can improve various aspects of its operations, so it is little surprise that many businesses decide to do this over their own internal departments. Here are some of the main benefits of outsourcing call handling services:

with minimal distractions, helping to improve the company an various ways going forward.

Reduced costs

When outsourcing a call handing service, businesses may find reduced costs compared to hiring and maintaining a department in-house.

Call handling service providers have their own staff trained and ready to work, while companies won’t need to invest in the various types of hardware necessary for operating a call line service, so the costs are often much cheaper than an in-house department.

This is especially true for smaller enterprises that lack the manpower or overheads to create their own customer service department, while the flexible nature of these services means spending only on the services you require most.

Time Saving

With a call centre handling all inbound phone calls, a business will save a lot of time compared to dealing with these calls in-house. This should free up lots of time for employees to work towards core company goals, provide additional training, and generally work towards the growth of the company.

Better call services

Call handling services are in high demand so every call centre focuses on providing highly trained and experienced staff. This usually translates into an improved call service, especially during peak hours when time management is more difficult.

For instance, companies that use call handling for overflow calls can use the service to offset some of the calls, reducing waiting times and the frustrations that come with it. The less time a customer waits the better the service, which is a key advantage of using call handling services.

Fewer abandoned calls

By outsourcing customer calls to a call handler services there is generally a decrease in abandoned calls. This is because call handling is their sole focus, allowing handlers to answer phone calls at a much quicker rate, resulting in fewer abandoned calls and the anger that often comes with it.

February 2019
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