Call handling tips

Call Handling Tips

Call handling is the frontline of customer service where every incoming call is a chance to shine! Think of call handling as the art of managing phone calls, from hello to problem-solving. Why does it matter? Well, it is like being the friendly face of your business. How you handle calls can make customers feel heard and valued, or frustrated and ignored. So, in this guide, we will share simple but powerful tips to help you master call handling like a pro. Get ready to make every caller’s day with your awesome skills!

Importance of call handling services

Call handling is important because it serves as the first point of contact between a business and its customers. It sets the tone for the entire customer experience and can significantly impact customer satisfaction and loyalty. Effective call handling ensures that customers feel valued, heard, and supported, leading to positive outcomes such as repeat business and referrals. On the other hand, poor call handling can result in frustration, dissatisfaction, and potentially lost customers. Therefore, mastering call handling is essential for businesses to build strong relationships with their customers and drive success.

Call handling services help businesses in many ways:

Happy Customers: These services make sure customers get quick and helpful answers, making them happy.

Saves Money: Instead of hiring and training people to answer calls, businesses can pay for call handling services only when they need them, saving money.

Always Available: With these services, businesses can be reached by phone 24/7, even when they’re not open, which makes customers happy.

Flexibility: Businesses can easily adjust how many calls they handle without hiring or firing people, which is convenient.

Professional Image: These services make businesses look good by having trained people answer calls, which customers like.

Learning from Data: Call handling services can give businesses useful information about customer calls, helping them make better decisions.

Strategies to implement to improve call handling

Be Friendly and Patient: Call handlers must greet callers warmly and patiently listen to their concerns. Being friendly makes callers feel valued and helps build a positive interaction.

Active Listening: Pay full attention to what the caller is saying without interrupting. This shows respect and helps you understand their needs better.

Stay Calm and Professional: Even if a caller is upset or frustrated, remain calm and professional. Responding with patience and professionalism can defuse tense situations and create a positive impression.

Use Clear and Simple Language: Avoid using technical jargon or complicated language that might confuse callers. Use clear and simple language to explain solutions or next steps.

Ask Relevant Questions: To better understand the caller’s issue, ask relevant questions in a polite manner. This shows that you’re actively trying to help them and can lead to quicker problem resolution.

Empathise with the Caller: Show empathy towards the caller’s situation and acknowledge their feelings. This helps build rapport and makes the caller feel understood and supported.

Provide Timely Updates: If you need to put the caller on hold or follow up with them later, always inform them and provide an estimated time for the next update. This keeps them informed and reduces frustration.

Follow-Up and Closure: After resolving the caller’s issue, summarise the solution and ask if they have any further questions or concerns. Offer assistance with any additional needs they may have.

Take Feedback Positively: If a potential customer provides feedback, whether positive or negative, thank them for sharing and assure them that their feedback is valuable. This demonstrates that you care about their experience and are committed to improvement.

Continuous Training and Improvement: Regularly participate in training sessions to enhance your call handling skills and stay updated on best practices. Learning new techniques can help you provide better service to callers.


Strategies to improve call handling

Use Positive Language: Instead of saying “I don’t know,” try phrases like “Let me find out for you.” Using positive language conveys a willingness to assist and instils confidence in the caller.

Mirror the Caller’s Tone: Match the caller’s tone and pace to build rapport and establish a connection. If the caller is speaking calmly, respond in a similar manner to maintain a comfortable interaction.

Offer Personalised Solutions: Whenever possible, personalise the solution to meet the caller’s specific needs. This shows attentiveness and demonstrates a commitment to addressing their concerns effectively.

Practice Active Problem-Solving: Approach each call as an opportunity to solve a problem or meet a need. Brainstorm creative solutions and explore different options to provide the best possible outcome for the caller.

Utilise Hold Time Effectively: During busy periods or when call volumes are high, use the time wisely if you need to put the caller on hold. Briefly explain the reason for the hold and provide an estimated wait time. Check back periodically to update the caller on the progress.

Maintain a Positive Attitude: Keep a positive attitude throughout the call, even if the situation is challenging. A positive demeanour can uplift the caller’s mood and contribute to a more pleasant interaction.

Take Ownership of Issues: Instead of passing the caller off to another department, take ownership of the issue and see it through to resolution. This demonstrates accountability and reinforces trust in the caller-agent relationship.

Incorporating these additional tricks and tips into your call handling repertoire can further enhance the quality of service provided to callers and contribute to a positive customer experience. Remember to adapt these strategies to suit individual caller needs and preferences for optimal results. By implementing these strategies, you can improve your call handling services and create positive experiences for callers. Remember, the key is to be patient, empathetic, and always strive to provide helpful solutions to callers’ concerns.

Types of call handling services

Here are several types of call handling services, each catering to specific needs and preferences. Here are some common types and what they do:

Inbound Call Handling: This type of service focuses on managing incoming calls from customers or clients. Agents are trained to handle inquiries, provide assistance, take orders, process payments, and resolve issues or complaints. They make sure that they always answer the phone so you never miss a call.

Outbound Call Handling: In contrast to inbound call handling, outbound call handling involves agents making outgoing calls to customers or prospects. This may include follow-up calls, appointment reminders, customer surveys, lead generation, sales calls, and customer outreach campaigns.

Virtual Receptionist Services: Virtual receptionists act as the first point of contact for businesses, answering calls on behalf of the company. They can greet callers, transfer calls to appropriate departments or individuals, take messages, and provide basic information about the business.

Technical Support Services: Technical support call handling services specialize in providing assistance with technical issues related to products or services. Agents are trained to troubleshoot problems, provide step-by-step guidance, and escalate complex issues to higher-level support teams if needed.

Order Taking Services: These services focus specifically on processing orders over the phone. Agents are trained to handle product inquiries, assist with order placement, process payments securely, and provide order status updates to customers.

Customer Service Hotlines: Customer service hotlines are dedicated phone lines established by businesses to address customer inquiries, complaints, or feedback. Call handling teams are equipped to handle a wide range of customer service issues and provide timely resolutions to ensure customer satisfaction.

Appointment Scheduling Services: Appointment scheduling services assist businesses in managing their appointment calendars by answering calls from clients wanting to schedule appointments. Agents coordinate schedules, book appointments, send reminders, and manage cancellations or rescheduling requests.

Types of call handling services infographic

By offering good call handling services, businesses can effectively manage their communication needs and provide exceptional service to their customers, regardless of the nature of the inquiry or situation.

c2o’s call answering services

No more unhappy customer! Our call handling services are like having a personal assistant managing all your phone calls. We handle your incoming calls, take messages, answer questions, and route calls to the right person in your business.

Choosing us can benefit your business because we ensure that all your calls are handled promptly, improving customer relationships and satisfaction.

Plus, we free up your time and resources by allowing you to focus on other important tasks. We provide valuable insights and data about your calls, helping you understand your customers better and make informed decisions for your business. Get in touch with us on +44 1902 921650 for excellent customer service.

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What Our Client Say

Trusted by more than 31 customers

We were nervous about outsourcing our overflow calls and live chats but c2o made it extremely easy. The agents quickly learned our system and they have dealt with our customers quickly efficiently and professionally from day one. I would definitely recommend.
They are very reliable and do a great job. c2o team is committed to transparency and finding ways to address any obstacle that they meet. By working in partnership with c2o we have been able to achieve savings of approximately 60% without any erosion to the customer experience.
During challenging times for our business, this service enabled us to save considerable costs without having to compromise service delivery. Service quality is paramount to us and this has been delivered professionally from the agents to the management and support teams that are available 24/7.
To cut costs, we wanted a call centre with real time engagement and customer support. Glad we chose this company as our customer retention rate has increased.
We have been working with them for over 3 years and our company has grown exponentially with the help of their services.
The onboarding process is very professional. All the instructions were given beforehand and explained in detail.