Elevate Your Customer Experience With Call Handling Service
Call Handling Service at Tel-Us: We are conveniently located in the Los Angeles area.
In business, prompt response to your customer’s inquiries and complaints is vital for gaining their trust and ensuring they keep patronizing you.
Whether you run a big company or looking for answering services for small business, prioritize good business communication to set yourself apart from the competition.
Outsourcing your calls to an efficient call-handling service is a reliable way to satisfy customers.
This blog post explores what this service is all about, the mistakes you should avoid during call handling, and how you can enjoy quality telephone handling.
What Is Call Handling Service?
A call handling service is an outsourced service that helps business owners handle customer interactions. Beyond just answering your calls, this outsourced service responds to your customers with professionalism and a manner that reflects your company’s commitment to providing excellent and quality service. The components of this service include inbound and outbound calls, lead generation, scheduling appointments, recording call details, and providing exceptional customer support.
A complete circle of a call handling procedure involves:
- Answering customer calls and providing accurate information about the business products and services.
- Keeping records of all call details to determine leads and potential customers.
- Scheduling appointments with customers and reaching out to them for follow-up and closing up of deals.
- Providing technical support or directing them to the right team for enhanced problem resolution.
The Five Golden Rules Of Call Handling
Professionally providing excellent service starts with the way you handle customer interactions. The following are five golden rules of call handling that every company must apply when making or receiving customer calls.
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Prompt Response to Every Call
Most customers become frustrated when their calls are not answered timely. Prompt answering service is a starting point in ensuring they have an awesome experience with your business. We recommend picking up clients' calls within the first three rings. Learn more about our intake call center.
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Maintain a Polite and Professional Attitude
Maintain a courteous and friendly tone for the entire customer interaction. You must remain calm and professional when dealing with angry customers under pressure. Make them understand that you know how they feel and are ready to provide a quick resolution.
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Always Listen Attentively and Actively
If a customer calls you either complaining about your products or making any inquiries, you must pay rapt attention without any distractions. Active listening is required to provide proper resolution. However, you can also ask them questions to ensure you understand their request.
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Practice First-Call Resolution
Ensure to provide all the necessary information customers need at their first calls. For issues you can’t resolve, direct them to the appropriate department and follow up to ensure the issue is properly resolved. It’s also important to always leave customers completely satisfied before ending each call.
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Provide Accurate Information
All information you provide about the company you represent must be accurate to help address the customer's concern. Not knowing an answer to a customer’s inquiry isn’t bad customer service. Rather, you can seek the correct response from your superiors to avoid feeding customers with wrong information. Learn more about HIPAA compliant answering service.
The Most Common Mistakes In Handling Telephone Calls
When handling telephone calls, it’s crucial to remain professional and satisfy the customer. Here are some common mistakes you must avoid during a phone interaction with clients.
Lack of Empathy With the Client
It can hurt customers when they complain, and you don’t show that you care about their situations. You must always show concern about customers situation and a sincere intention to help.
Keeping Callers on Hold for Long
While putting a customer on hold is necessary to seek advice on resolving their complaints, waiting too long can make them abandon the call. Your hold time must be short, and always assure them you’re still with them even while they hold.
Interrupting the Client
Callers sometimes may take their time in explaining their ordeals. In cases like this, allow them to finish speaking before responding so that it doesn’t look like you’re not interested in their complaints. However, you can also interject politely to let them know you understand them.
Not Providing Prompt Response
Unanswered calls or delays in response can make customers angry and feel undervalued. This can lead to a lack of trust, affecting your relationship with them. Always ensure that customers calls are picked up within the first three rings.
Being Unprofessional
Being too casual with customers on calls isn’t healthy for your business. Greet the caller professionally and communicate with them with respect and politeness. Avoid using jargon or languages that the customer doesn’t understand.
Poor Call Closure
Leaving the customer unsatisfied after a call is bad for business. Before ending each call, ensure you resolve the customer’s complaint or direct them to the right team for resolution. You must also ask them if they’re satisfied with your service.
What Is The Future Of Call Handling?
Call handling is evolving with technological advancements and the latest tools to make business communication more seamless. The following trends are contributing to the development of telephone handling.
- Artificial Intelligence: Integrating AI solutions into your call-handling procedure will significantly improve customer interactions. Instead of waiting endlessly, AI-powered chatbots can provide fast responses to customer's inquiries pending when a human call agent is available.
- Omnichannel support: Customers expect flexible means of contacting your business. Call handling is evolving towards providing multiple channels for communications, including bilingual answering service. Besides telephone calls, this will enable customers to interact with agents via messaging apps, emails, media, and live chat.
- Virtual or remote agents: Business owners can adopt call-handling services that offer remote call agents, especially if you’re considering to hire a real estate answering service , law firm answering service or answering service. This will allow customers to enjoy agent responses even outside normal business hours. Remote call center companies allows you to cater to customers in different regions and time zones.
- Automation: Using automation tools can streamline call agents’ routine tasks, freeing them to handle complex issues. For instance, these tools can help schedule appointments or answer frequently asked questions - this is a great solution if you are looking for a dental answering service.
Tel-Us: Your Trusted Partner For Expert Call Handling
Service
You need a trusted direct response call center to handle all your business interactions.
Tel-us has a team of experienced agents and high-tech communication tools to promptly answer calls from your clients and ensure an enhanced customer experience. Regardless of your budget and business needs, we have the perfect solutions to support your customers, improve your business productivity, create more leads, and generate more revenue.
Call us today for the perfect call handling service or virtual office in Los Angeles to elevate your client's experience.
Frequently Asked Questions
Why should I outsource my call handling?
You should outsource your call handling for streamlined business communication. Top call centers have the technology and tools to ensure your clients are attended round the clock. You also don’t need additional workers to answer customers’ calls.
What are the benefits of outsourcing call handling?
The benefits of outsourcing call handling include 24/7 call center, enhanced customer satisfaction, improved productivity, call expertise, and reduced business operation costs. Call handling by professionals also gives you enough time to focus on other important aspects of your business.
What factors should I consider when choosing a call handling service provider?
When choosing a handling service provider for your business, consider their experience and reputation. You should also consider the types of services they provide and ensure they align with your business needs. In addition, opt for a service that uses the latest technology and offers technical support. Make sure they work with you to customize your account to meet your specific needs.
What are the challenges of outsourcing call handling?
Communicating exactly what you want and understanding what is realistic is important. Be realistic with your expectations and discuss them with the call center so they can tell you what they can and cannot do. The issue of data privacy and security is also a problem you will likely face, as you must ensure that the call center complies with regular audits and regulations regarding the use of customer data.
Tel-Us Manage Your Business’s High Call Volume Using a Professional After Hours Answering Service
Is your business having a high rate of inbound calls, even after office hours? You need a reliable after hours answering service to handle your calls during and after closing.
Tel-Us is an award-winning call answering service that can handle all interactions with your clients. You can trust us to deliver exceptional service.
There will be an increase in calls from your potential customers as your business grows. Here are some strategies to manage high call rates from these customers.
One way to reduce the rate of missed or unanswered calls is to implement self-service resources. This will be even more helpful when you get frequent calls with general questions.
Your self-service resources, including knowledgebase or FAQ, should address questions relating to your operation time, services you offer, pricing structure, about the company, and other common topics.
Consider increasing the channels of communication if you wish to reduce the number of unanswered calls. An online chat tool can allow customers to interact with your business easily.
You can also automate certain responses when customers chat and you’re unavailable to respond. Chatbots can help you to answer general questions your customers may have.
We recommend hiring more staff once the workload is too high for the available ones. This will lead to less pressure on your current employees and improve productivity.
Also, assign dedicated workers to ensure your customers’ calls are always attended to.
Outsourcing your calls to a professional answering service is a reliable way to handle high call rates.
This will ensure that your customers get answered by humans even when they call outside your business hours. It also reduces the pressure and stress on your in-house workers.
Know that your business is ready to grow when you start receiving a high rate of customer calls, even after the close of business. You need a professional and trustworthy after hours answering service to handle such business interactions.
Tel-Us will help you to answer business calls in a professional and friendly manner. We also help business owners set up virtual call centers with professional agents to answer all your business interactions.
You don’t have to worry about losing customers because of missed or unanswered calls. Call us today, and let's handle all your business communications in English and Spanish.
