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Call handling is a function that allows customers to make calls, send texts, and place video or voice recordings through their phone without needing the customer’s phone number.
Call handling is the process of directing a call to the correct agent or department. It is also known as voice routing, and it can be done manually or by using an automated system. These systems are often used in businesses with multiple locations, such as hotels and restaurants. Read more in detail here: what is call handling skills.
When your business’s phone rings, your phone system and staff call handling policies kick in, doing anything from routing callers to the appropriate team member to escalating concerns and documenting call facts. The administration of incoming and outgoing phone calls is referred to as call handling. To enhance client experiences and boost efficiency, your company may set up call handling policies.
How Does Call Answering Work?
Call handling works by customizing incoming and outgoing call actions based on your company’s size, industry, goals, and location. Many small companies use voice-over-internet-protocol (VoIP) systems that include an auto-attendant function to welcome customers before routing them to the appropriate department, such as billing or sales.
To route calls to a call center, large enterprises often use elaborate call handling protocols. Call handling entails employing a multi-level automated attendant or an interactive voice response (IVR) system to route calls depending on skills or geography. The call-handling procedure, on the other hand, extends beyond telling consumers to “press one to contact customer support.”
A dial-by-name directory, on-hold music, and call recording for quality assurance are all included in business call handling capabilities. Employees also have call management methods and rules in place for answering phones and escalating problems.
Outbound vs. Inbound Call Handling: What’s the Difference?
An inbound or incoming call occurs when someone dials your firm directly or uses a click-to-call link on your website to contact you. An outbound or outgoing call occurs when an employee uses your business phone system to contact someone outside of your company, such as for sales, customer support, or collections.
Your phone system’s characteristics permit automation in both scenarios. Incoming calls are immediately routed to the relevant agent, and a pop-up window with caller information may show on their screen. Outbound calling features, on the other hand, show consumer information prior to, during, and after a call. Integrations with customer relationship management (CRM) software, help desk software, and calendar or contact tools improve inbound and outbound calling experiences even more.
If your organization handles predominantly incoming calls, customer-focused features such as intelligent call routing and self-service capabilities might be prioritized. If your company makes a lot of outbound calls, such as for sales or collections, specialized call handling technologies, such as a power dialer, may be required to automate the process.
Call Handling: Benefits & Use Cases
Implementing call handling processes and systems may assist your organization no matter what sector you’re in or how big it is. It enhances agent and customer interactions, boosts team efficiency, and gives statistics on performance and clients to your company.
Incoming and outgoing phone calls have a direct influence on how your consumers feel. The relationship between a consumer and your company, or between an employee and a lead, reflects on your brand. Your business, no matter how big or small, will benefit from employee training in vital call handling skills.
You may not require a multi-level auto-attendant if you’re a solopreneur or small firm, but you may still want your call handling service to welcome callers. Call forwarding to mobile phones or softphones may also be set up depending on a timetable created by you or your team. Additionally, professional voicemail messages and hold music enhance the client experience.
Callers are sent to the appropriate departments or agents for speedy responses thanks to intelligent routing choices. Your firm may use analytics and real-time dashboards to track performance and make scheduling choices, and you can set up rules to alter call handling procedures for overflow and after-hours calls.
Sales-oriented firms often utilize advanced call handling capabilities such as call whisper and barge. These contact center tools enable you to offer information to your employees without informing the consumer, as well as take over calls to enhance call resolution rates directly. They could also employ call handling to route calls to overseas call centers and provide agents customized scripts.
So, does your company need phone handling? Take a look at the advantages listed below to see how important call management is to your business:
- Agents should be empowered: Your team will have the proper tools and expertise to handle incoming calls effectively if you use a repeatable call handling methodology.
- Improve customer experiences: Callers like seamless, individualized encounters because they are easy, quick, and dependable.
- Demand handling services boost efficiency, decrease manual data input, and allow you to optimize scheduling based on call patterns, all while saving money.
- Make data-driven decisions: The call handling process gives data for setting recruiting, scheduling, and lead generation objectives.
Call Handling Pros & Cons
Providers of Call Handling Services
From simple call routing to powerful cloud-based public branch exchange (PBX) solutions, almost all VoIP phone systems provide call handling capabilities. Features and pricing, on the other hand, differ depending on the provider and plan.
Take a look at how the following companies vary in terms of call handling services:
RingCentral
Depending on your subscription tier, RingCentral is a unified communications platform that provides basic and sophisticated call handling capabilities. Auto-receptionists are included in the entry-level packages, while higher-tier solutions include CRM integrations and corporate call handling technologies like call whisper and call barge.
You may record greetings at various times of the day, as well as promotions. RingCentral also supports a variety of languages and foreign locations. Prices for two to twenty users start at $29.99 per month per user. When paying yearly, RingCentral provides a free trial and up to $33 in savings.
Go to RingCentral.com.
Grasshopper
With Grasshopper phone systems, you may eliminate busy signals by using the simultaneous call handling option. Grasshopper automatically sends your caller to the next number if a line is busy or not responding. A virtual receptionist and an immediate response tool are also included in call management systems.
Grasshopper provides fewer features than RingCentral, but it does not charge a per-user fee, making it more affordable for small enterprises. For $89 per month, you can receive five phones and link all of your workers through extensions on the Solo plan, which begins at $29 per month for one phone number and three extensions. Plus, with a yearly prepayment, you may save up to 10%. Use the seven-day free trial to give Grasshopper a try.
Pay a visit to Grasshopper.
8×8
88, like Grasshopper and RingCentral, provides mobile and desktop call management tools. Intelligent call routing, music on hold, and voicemail are included in all packages. However, unlike other carriers, 88%’s X-Series plans provide unlimited calling to up to 47 countries, making it a fantastic international calling option.
Users receive a 30-day free trial of the 88 Express plan, which begins at $12 per user, per month. Packages in the X-Series start at $32, and yearly prepayments may save you up to 25%.
Visit 8×8
Best Call Handling Practices
Every customer experience is influenced by how you manage calls, and having the correct tools and training in place helps employees resolve inquiries quickly. Having a phone service with crucial VoIP business phone capabilities, as well as constantly upgrading agents’ call handling skills, may boost a call center’s overall effectiveness. To improve client and agent interactions, use the following best call handling practices.
Keep an eye on the KPIs (Key Performance Indicators) (KPIs)
Key performance indicators are measures that show you where you need to enhance training, procedures, or call handling rules, among other things. These findings may also be utilized to help in hiring and scheduling.
Important call management and handling KPIs to measure and monitor include the following:
- Average response time (ASA)
- Resolution on the first call (FCR)
- Per-contact cost
- Handling time on average (AHT)
- Abandoned call rate is a percentage of the total number of calls that have been
- Score of customer satisfaction (CSAT)
- The average rate of call transfer
Integrate Business Phone & Customer Tools
Even if you can practice call handling strategies without using integrations, your processes will be more complicated. Before picking up the phone, agents need access to contact information in order to handle calls effectively. Help desk and CRM connections with VoIP business phone systems, for example, will enable your agents to pull up information about each client while on the phone, including information about past encounters, keeping your team up to date.
Many VoIP services interface with your calendar or contact list, enabling salespeople to make appointments or update customer information in a single database.
Follow Up With Callers & Agents
Improvements are made to your call handling procedure on a regular basis. Agents may add call notes and establish follow-up reminders when a call is completed. Supervisors may listen to call recordings and provide recommendations on how to improve call handling. Call analytics and automated reminders enable your company engage with customers at the correct moment and track how your efforts improve results over time.
Most Commonly Asked Questions (FAQs)
What is the significance of call management?
The way calls are handled sets the tone for great customer service. It offers professional welcomes, phone routing that is frictionless, and tailored encounters. As a consequence, customers feel valued and show more loyalty than individuals who have had terrible phone interactions.
What can I do to enhance my call-handling skills?
Customize your call-handling techniques to fit your company’s demands and those of your customers. This begins with investing in a high-quality business phone system with automatic routing capabilities, as well as teaching your employees on how to answer phones, display empathy, and know when to escalate a problem.
What do we refer to as “managing skills”?
Communication tactics, conflict resolution procedures, and navigating diverse technology are all examples of call handling abilities. Your agents should be informed about your brand’s goods and services, in addition to being attentive listeners. Your employees should be instructed on how to utilize the call-handling functions of your phone system. You may also utilize call records and data to evaluate and enhance your agents’ call handling abilities on a regular basis.
Conclusion
Call management technologies that include features like call routing and call handling help businesses provide better customer service and run more efficiently. Call handling performance is influenced by both agent skills and technology. By streamlining your call handling processes, you may enhance customer experiences and your brand’s reputation.
Call handling services are available on a number of VoIP systems. RingCentral is our top option for call management. On higher levels, you’ll discover call whisper and barge, as well as configurable call routing features. Read our RingCentral review to learn more, or sign up for a free trial to get started.
Call handling is a feature that allows small businesses to make and receive calls. This guide will teach you the steps to use this feature. Reference: call handling steps.
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