What is Call Handling and Why Should You Care?

Being in business, you know the importance of making a great first impression on your customers. When it comes to handling incoming calls, it plays a vital role in delivering a great customer experience. That’s why call handling has become an essential part of daily business operations. In this post, we’re going to explore the benefits of professional call handling services, how they differ from virtual receptionist services and why both are hugely beneficial for businesses to invest in them.

So What Exactly Is Call Handling?

Call handling is one of those phrases that sounds like it should be self-explanatory, but in reality, there’s more to it than meets the ear. 

At its simplest, call handling refers to the process of taking incoming calls (and sometimes making outgoing calls) on behalf of a business or organisation. But there are a lot of nuances to how call handling services work, from routing calls to the right department or individual to recording and transcribing messages. 

If you’re a small business owner or employee looking to outsource your call handling duties, understanding what call handling is all about can help you take your business up a notch.

Inbound vs Outbound Call Handling

Inbound call handling services involve answering calls from customers who are contacting your company. It’s all about being prompt, friendly and knowledgeable with your approach. This is typically used by businesses that are looking to:

• Capture as many leads and new inquiries as possible
• Extend their opening hours and capture calls outside of normal working hours
• Improve customer service
• Get some support for the in-house call handling team during busy periods

Outbound call handling is when you or your team initiate a call to a customer or a potential client. Outside of cold calls and follow-ups, your business may need to make calls to confirm customer credentials, obtain survey responses, etc. Outbound call handling services are typically used by businesses that are looking to carry out:

• Telemarketing
• Telesales
• Subscription renewals
• Fundraising

5 Benefits of Call Handling

1. Call handling services to improve customer experience

The first and most important benefit of professional call handling services is that it enhances the overall customer experience. The way incoming calls are handled and answered can significantly impact the customer’s perception of your business. With call handling services, you can ensure that every call is responded to promptly, courteously, and efficiently. This leaves a positive impression on your customers and shows them that you care about their needs.

2. Provides round-the-clock availability

One of the biggest advantages of call handling services is that they provide 24/7 availability. By having a team of professionals answering calls even after business hours, you can ensure that all customer queries and issues are addressed promptly. This level of availability boosts customer satisfaction and is particularly important for businesses that operate in different time zones or work with international clients.

3. Cost-effective solution

Another reason why businesses should invest in professional call handling services is that it’s a cost-effective solution. By outsourcing call handling to a service provider, businesses can save on the overhead costs associated with hiring and training staff, buying and maintaining equipment, and setting up an in-house call centre. Professional service providers have trained and experienced staff who are equipped with the latest technology and tools to handle inbound calls efficiently.

4. Free up time for more important tasks

By outsourcing call handling, businesses can free up their staff from handling calls and allow them to focus on other core business functions. This, in turn, can lead to increased productivity, improved business efficiency, and enhanced employee morale.

5. Customizable services

Lastly, professional call handling services are customisable to fit your business needs. This means that you can choose the type of services you need, whether it’s call answering, call forwarding or message taking. Service providers can tailor their services to meet your business needs and ensure that your customers get the best possible experience.

Is There A Difference Between Call Handling And Virtual Receptionists?

When it comes to managing your calls, you may have come across the terms “call handling” and “virtual receptionist”. While they both involve dealing with incoming calls, there is a distinct difference between the two.

For virtual receptionists, services include a range of phone answering services:

• Screening and forwarding calls
• Dealing with callers’ enquiries on your behalf
• Message taking
• Outbound calls 
• Setting up appointments and meetings

Whereas for call handling, services typically involve a slightly more limited scope:

• Answering calls
• Transferring calls to the appropriate person or department
• Taking messages
• Providing basic information to callers

While there’s some good overlap between the two, virtual receptionists and call handling do have some differences.

Essentially, call handling services are designed to manage and direct incoming phone calls to the appropriate department or individual within a company.

On the other hand, virtual receptionists serve as an all-in-one solution that does everything a traditional receptionist would, without the need for a physical presence. They can answer calls, schedule appointments, and even handle customer inquiries.

While both services can be incredibly useful, the key is to determine which one would best suit the specific needs of your business.

Call Handling or Virtual Receptionist? Which Is The Right Fit For You?

Both options have their pros and cons, and ultimately, the choice comes down to what works best for your business needs. 

Call handling services provide a team to answer calls on behalf of your business, while virtual receptionist services offer a more personalised touch with additional services that could be outside of call handling scope.

If your business is simply looking for a call answering service to deal with calls of a more simple nature, then call handling may be what you’re looking for.

But if you require a more personalised approach and the ability to deal with more complex calls, a virtual receptionist is likely a better option for you.

If a virtual receptionist sounds like what you’re looking for, Posh offers a 24/7/365 virtual receptionist service to answer your calls so you can focus on your business.

To Sum Things Up…

Investing in professional call handling or virtual receptionist services can significantly enhance your customer experience, boost employee productivity, and improve your business efficiency. 

By outsourcing calls to a reliable service provider, you can save on overhead costs, and ensure round-the-clock availability for your customers. If you got to this point of the article and are interested in Virtual Receptionist services, look no further.

With over 20 years of experience in the industry, at Posh we’re known for being a leader in service and technology. Our team at Posh is made up of expertly-trained virtual receptionists who provide personalised services and around-the-clock call support. 

Learn more about how a virtual receptionist can help you business here or get in touch with us to find out more.