Call Handling - What Steps An Answering Service Goes Through To Handle Your Calls

Call handling is how the call center or answering service handles inbound customer

requests (including contact center requests via phone, email, live web chat, etc.). There is a process to call handling that is a basic framework. Each account , and it changes depending on when the call is fielded.

The first step of call handling is the actual handler takes the call, notes the severity and area of expertise of the question, and forwards it to the proper representative. This person is usually inside the call center, fielding calls during or after business hours, and needs to know the sections of the company inside and out.

Once the call has been forwarded, either an automated system or a call center representative picks up and talks to the caller. This is where a bulk of the call is attended to and where most questions are answered. This step can be to whatever section of the company the caller needs to inquire about, or even to a sales representative for an order. These are the call representatives that will make the bulk of your money for you over the phone.

Finally, if needed, a caller can be forwarded to an actual representative of the business, for in depth analysis or a very specific question. This is for questions about specifics within the business, which can not be answered by one of our call center representatives. In these cases the question will be answered and then the person will probably be redirected to a call center representative or the call handler.

So, call handling is a practice used by a call center to mimic how you handle calls in your own office. The call handling practices are a template system where your needs are superimposed on the existing system to create your own personalized custom account. It allows for certain call center representatives to become experts in a certain aspect of the business, which in turn gives the consumer a more informative and articulate staff. This will help your consumers to better navigate, without a large spike in your budget.

by: Nicolas DAlleva

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