Call handling: definition, how it works, and benefits

Put simply, call handling means managing phone calls. In a business context, it’s when a third-party service answers your calls on your behalf. They can take your inbound enquiries, direct calls to the appropriate person or department and even capture after-hours messages.

But how does it all work? Stay tuned as we explain more about call handling, how it works, and its benefits.

What is call handling?

Call handling is when an external provider manages your company’s calls. They’re often referred to as virtual receptionists or virtual PAs. Their services include:

• Answering incoming calls: Answering basic customer questions, forwarding calls, and taking messages
• Making outbound calls: Like sales promotions, requesting customer feedback, and issuing order/appointment reminders
• Out of hours support: Creating a personalised voicemail for your business for the hours during which their and/or your business is closed

But it’s not just about picking up the phone when it rings. It’s about providing high-quality, professional, and efficient phone support. Despite being external, your callers shouldn’t be able to tell that they’re not speaking to you.

Call handling vs telephone answering

Call handling and telephone answering services are similar, but the key difference between them is the level of personalisation. With a telephone answering service, your business has its own dedicated PA (or team of PAs) that manages all your calls.

• See more: How we answer your calls explained

These PAs are specifically trained in your business, language, and style and act as an extension of your company. Telephone answering also tends to include additional services like diary management and managed live chat.

Meanwhile, call handling is a little more basic. You have a general team of virtual receptionists, where the next available agent answers your calls rather than a dedicated representative. Nonetheless, call handling offers professional, high-quality customer support.

How call handling works

The process is straightforward. When you sign up with a provider, they will ask for your call-handling instructions. For example, you may only want urgent calls transferred to you, or you may prefer the agent to take a message instead.

Your incoming calls will then be redirected to the call-handling team, where the next available agent will pick them up. They’ll screen the query, and respond according to your preferences.

If your package includes after-hours services, the provider will normally set up a personalised voicemail for you. This will capture your messages in your company’s style when your business is closed and during weekends and holidays. They will then respond to voicemails on the following working day just like they would a live call.

• See more: What is a virtual call centre?
• See more: Top tips for building customer loyalty

That’s the basic overview of how call handling works. Most services offer flexible terms with minimal initial commitments, so you can sign up for as long as you need. After the minimum commitment period, you’ll typically be charged on a pay-per-minute basis.

It’s also worth mentioning that your virtual receptionists may not necessarily all be in the same location. Some may work from an office or call centre, while others might be working from home or another remote location.

They use a system called Voice over Internet Protocol (VoIP), which allows them to answer calls from anywhere with a broadband connection. This system is what makes call handling such an efficient and cost-effective business solution.

Benefits of call handling

Call handling can solve problems for a variety of business sizes and needs. Here are some of the main benefits to consider.

Efficient

Regardless of your company size, call handling is an efficient way to provide customer support without compromise. Whether you have a team of 10 or 100, outsourcing this part of your operations means all your calls are answered quickly and professionally, providing your customers with a fantastic first impression.

Also, you can use an external support service for as long as you need it, allowing you to use your budget as efficiently as possible.

Affordable

Using an external call-handling service is generally more affordable than hiring salaried staff. Prices start as low as 99p per minute, and you only pay for what you need.

Meanwhile, hiring an in-house receptionist could cost over £26,000 a year, not including additional expenses like healthcare plans, sick days, annual leave and other benefits. Outsourcing this role is therefore especially advantageous for micro and small businesses with limited resources as well as larger companies looking to reduce costs.

Boosts customer satisfaction

You may have heard that we only have seven seconds to impress someone. Well, the same goes for your customers.

When someone calls your company, that first point of contact is crucial. They’re expecting a prompt, polite, and professional response, and swift assistance. But if they’re greeted with long wait times, irritating hold music and a lack of resolution, that customer might never call again.

But there’s no need to take that risk. A call-handling service can help ensure your callers have a positive experience every time, boost overall customer satisfaction and encourage repeat business.

Improves employee productivity

If your in-house customer support or reception team is too small to manage your volume of incoming calls, employee productivity can take a nosedive. That can have a snowball effect on the rest of your business.

However, a call-handling service can share the workload and simplify routine tasks, making your internal staff happier, healthier, and more productive.

Professional and trustworthy

Friendly, polite and helpful call handlers can help you create a professional and trustworthy brand image. This encourages customers to come back, interact with your company again and recommend your products and services to others.

Also, if your company is new and you don’t have internal staff yet, your callers will never know. A call-handling service can create the impression of an established business and foster customer trust from day one.

Things to look for from your call handling provider

Here are the key things to keep an eye out for when exploring potential providers.

Reviews and ratings: Check their track record to see what previous clients have said about them. Do they recommend their services? This should be displayed on their website. If not, try searching for the company name on Trustpilot.

Training: Ask about the call handlers’ skills and experience to ensure that it meets your company’s standards and expectations.

Packages: Pricing is key, but it’s also worth asking how their packages work. Are they customisable? Can you add or remove add-on services as required? Flexibility will allow you to operate more efficiently.

Technical support: What happens if your call handler’s internet disconnects or there are other technical faults? It’s important to understand what support and troubleshooting solutions are in place to ensure that your business isn’t affected by such difficulties.

Technology: Check which call-answering technology they use to ensure it’s compatible with your internal systems and integrates easily into your team and processes.

Free trial: A free trial is the best way to get a good idea of the full call-handling experience and instil trust in their services. It will also allow you to understand your call volume during the trial period, so that you can estimate the number of calls you will receive per month.

Ready to get started?

If you’re ready to enjoy the many benefits of a call-handling service, look no further than Bizik. Our experienced virtual receptionists will get to know your business inside out, ensuring that each and every one of your calls is answered in a personalised and professional way – your callers won’t even know they’re not talking to you.

We’ll take messages, transfer calls, and keep you updated on the go so that you can run your business efficiently and stay ahead at all times.

Don’t worry, if you need us after you clock off – we’ve got you covered. Our after-hours voicemail service will capture every opportunity and give your business a competitive advantage with round-the-clock lead generation.

Ready to get started? We’d love to chat. Give us a call on 020 3917 7444 to get your quote and start your free trial today.