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What Is Call Handling?
Call handling is the structured and strategic process of managing inbound calls for efficiency and effectiveness in customer satisfaction. It includes responding to calls right away, understanding what the caller wants, and taking action where necessary on routing, troubleshooting, or dispensing information. The core objective of successful call handling is the resolution of each caller’s issue while maintaining a positive interaction with your brand.
Great call handling practices can lead to customer satisfaction, improvement of brand loyalty, and operational efficiency by way of minimizing hold times and ensuring callers get connected to resources that are appropriate for their needs. Advanced call handling techniques-from automated systems to specialized software-help businesses cut down on missed calls, facilitate operations, and provide a seamless service experience.
Call Handling Techniques
There are various methods to ensure that all incoming calls are handled professionally and effectively.
Here’s a closer look at the most popular techniques, each with its unique advantages:
In-House Team
Handling the calls in-house can be highly personalized, and team members will have deep insight into the business and the customers. The calls can easily be managed by an in-house team that has proper training through active listening, empathizing, and problem-solving involved in its approach. These representatives can also be given direct access to resources within the company, so that they could deal with complex issues more efficiently and also ensure accurate and updated information is provided. However, this model is pretty expensive since it involves hiring, training, and managing; hence, it is fitting for large companies only.
“Every missed call is a missed opportunity to build trust, retain customers, or create new ones. In today’s fast-paced environment, effective call handling isn’t just a necessity; it’s the backbone of an exceptional customer experience.” – Mike McGuire, Senior Software Consultant at Nobelbiz
Virtual Receptionist Services
Virtual receptionists are typically professionals who answer calls from an off-site location. They often can receive calls, take messages, and even dispatch calls when needed, providing 24/7 coverage. Virtual receptionists have proved to be a budget-friendly solution for businesses looking to ensure their calls are answered during times outside their normal operation without the overhead cost of an in-house team. While the virtual receptionists are highly trained, they don’t have the specific company knowledge of an internal team, so this is probably better used for general inquiries rather than higher levels of specialized support.
Automated Attendant Systems
Automated attendants are voice-based menu systems that guide callers to the right department or resource without human intervention. These systems reduce the workload on live agents by providing callers with quick access to frequently requested information. Automated attendants are efficient for handling high volumes of calls, and their customizable menus can cater to various business needs, from answering FAQs to directing calls based on caller input. However, a well-designed system is critical; overly complex or confusing menus can frustrate callers and harm the customer experience.
Call Center Software
Call center software is an all-in-one solution that enables a business to manage multi-channel calls through one platform. With the advanced ACD, IVR, call queuing, and real-time analytics, a software like NobelBiz Omni+ makes it easier for businesses to enhance efficiency in call handling. Call center software is perfect for scaling businesses since it provides them with the ability to handle a high volume of calls, track performance, and maintain customer experience consistency across channels.
Brayan Carpio
‘The technology aspect of NobelBiz stood out compared to the competition, and also the great team! All the way from onboarding to support to troubleshooting has been great throughout this journey!’
Types of Calls Handled
Understanding the types of calls your business handles is essential for implementing effective call handling strategies. Each call type has unique requirements, and agents need specific skills and approaches for handling them well.
1. Customer Service
Customer service calls often involve handling inquiries, addressing complaints, or providing support. These interactions require agents skilled in empathy, patience, and problem-solving to ensure that customers feel heard and valued. Success in customer service calls often relies on agents who can build rapport, offer solutions promptly, and follow up when necessary.
2. Technical Support
Technical support calls are more specialized and typically require agents with in-depth knowledge of the product or service. These calls focus on resolving technical issues, which may require a more extended handling time. Effective technical support agents are knowledgeable, methodical, and capable of guiding callers through complex troubleshooting steps.
3. Sales
Sales calls present an opportunity to convert prospects into customers. These calls often require agents skilled in active listening and persuasive communication, enabling them to identify the caller’s needs and present solutions that align with their goals. Successful sales call handling relies on understanding the caller’s motivations and building a strong rapport.
4. Order Processing
Order processing calls involve handling orders or providing updates on pending orders. Agents need to be highly organized and familiar with inventory, order status, and payment processing systems. Clear communication and accuracy are essential to ensure customers feel confident about their orders.
5. Information
Information calls are often straightforward inquiries, such as asking for business hours, product details, or general company information. Agents should be knowledgeable, quick to respond, and able to provide concise information, ensuring callers get the answers they need without unnecessary delays.
Inbound Call Handling Techniques
Successful call handling follows a step-by-step approach, each step contributing to a seamless experience for the caller. Here’s a breakdown of essential techniques for inbound call handling:
Greeting
A warm, professional greeting sets a positive tone for the interaction. It assures callers that they’ve reached the right place and are speaking to someone prepared to assist them. Best practices for greetings include stating the company name, the agent’s name, and offering assistance.
Qualifying the Call
Qualifying the call involves understanding the caller’s purpose and urgency. By asking clarifying questions, agents can determine the caller’s needs, which helps them provide relevant solutions or route the call to the correct department.
Routing or Assisting
After qualifying, the agent decides whether to assist the caller directly or transfer the call. Efficient call routing ensures that callers are connected to agents with the skills and knowledge required to resolve their inquiries, reducing wait times and enhancing customer satisfaction.
Active Listening
Active listening involves focusing on the caller’s words, acknowledging their emotions, and responding thoughtfully. This skill is essential for understanding the caller’s needs fully and providing a satisfying resolution.
Problem Solving
Problem-solving is a critical skill for handling customer issues, especially when they involve complex or unique situations. This step involves identifying potential solutions and selecting the most effective option for the caller’s needs, ensuring they receive accurate and helpful assistance.
58% of customers are willing to pay more for an enhanced customer service experience.
Confirmation and Next Steps
Once the problem has been addressed, it’s crucial to summarize the solution or outline any next steps. This step ensures that both the agent and the caller are aligned on the outcome, enhancing clarity and reducing misunderstandings.
Ending the Call
A polite and professional close reinforces a positive experience. Agents should thank the caller and ask if there’s anything else they need help with before ending the conversation, leaving the caller with a sense of satisfaction.
How a Call Center Software Solution Can Help
Investing in a robust call center software solution can significantly enhance call handling efficiency and help businesses avoid missing any calls. NobelBiz Omni+ offers a comprehensive set of features designed to streamline call handling and elevate customer service.
A Unified Solution
NobelBiz Omni+ consolidates multiple communication channels into one platform, allowing agents to handle calls, chats, emails, and social media messages seamlessly. This unified approach reduces response times, minimizes the need for repeated information, and provides a smoother experience for customers.
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is a cutting-edge feature integrated within NobelBiz OMNI+, designed to optimize inbound call routing and cater to the specific needs of your organization. With its sophisticated capabilities, ACD efficiently filters incoming calls based on various criteria, ensuring that they are directed to the most appropriate agents or departments.
Interactive Voice Response (IVR)
IVR systems enhance efficiency by guiding callers through a menu of options, allowing them to select the appropriate department or service. With our out-of-the-box IVR features, you can easily customize menus, greetings, and call routing options to provide a smooth and efficient customer journey. By leveraging our IVR technology, you can enhance customer satisfaction and streamline operations, ultimately driving business growth. Trust NobelBiz OMNI+ for a superior contact center solution.
Call Queuing and Callback
During high-volume periods, call queuing and callback options ensure that no calls are missed. With the NobelBiz OMNI+ Call Queue Management tool, businesses can create a seamless and pleasant experience for their customers, leaving them with a lasting positive impression and building stronger, more loyal relationships.
Call Center Analytics and Reporting
NobelBiz Omni+ provides detailed analytics on metrics such as call volume, handling times, and agent performance. This data-driven approach allows managers to pinpoint areas for improvement, optimize resources, and ensure that call handling remains efficient.
Integration with CRM Systems
CRM integration provides agents with access to customer histories and preferences, enabling them to deliver personalized service. With Omni+, agents can reference past interactions, purchase history, and preferences, creating a tailored experience for every caller.
Omnichannel Communication
Omnichannel communication lets customers engage across their preferred channels without a disjointed experience. NobelBiz Omni+ ensures that agents can view the complete history of each customer interaction, allowing for a smooth transition between channels and an uninterrupted customer experience.
The All-in-One Cloud-Based Contact Center Solution
Effective call handling is an important part of ensuring that each call represents a positive experience for customers. NobelBiz Omni+ introduces a full-fledged, cloud-based contact center solution unifying all channels, automating the call routing while tapping into data to further enhance performance.
With ACD, IVR, call queuing, callback options, CRM integrations, and omnichannel, Omni+ is a powerhouse of a tool for contact centers looking to raise the bar on customer service and never let a would-be customer interaction slip through the net. NobelBiz Omni+ is the ultimate solution to ensure no call goes unanswered and helps businesses achieve a new standard in call handling excellence.
Andrei is an experienced marketing professional specializing in propelling growth for both B2B and B2C companies. Proficient in streamlining marketing operations and enhancing lead and customer experiences through SEO and marketing techniques.