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Call Handling Is The Process of Managing Inbound and Outbound Calls Within A Business

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18 views3 pages

Call Handling Is The Process of Managing Inbound and Outbound Calls Within A Business

Uploaded by

vicsi122118
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Call handling is the process of managing inbound and

outbound calls within a business. This includes deciding how


calls are answered, what happens if callers are put on hold,
and what call data gets logged during a call.
Inbound vs. outbound call handling: what’s the difference?

Inbound calls are calls made to a business. Many of these calls are
from potential customers with questions about products, quote
requests, appointment or consultation scheduling

Outbound calls: the calls placed out from a business. These include
sales pitches, customer verifications, reminders about upcoming
appointments, telemarketing, subscription renewals, surveys.

Top 3 benefits of call handling.

1. Never miss a customer service opportunity


2. Save time—your team’s and your customer’s
3. Provide extraordinary customer experiences

Call handling best practices: How to connect with callers

Do…

Answer the phone as quickly as possible. Step one to successful


call answering is speed.

Greet your caller graciously. “Hello” doesn’t cut it. Begin with
something nice like “Thank you for calling,” end with a “How may I
help you?”

Personalize the interaction. With data you not only know a callers
name, but you also their background, experiences with your
company, and—ideally—the reason why they may be calling.

Mind your manners. Kindness and etiquette are very important.


Use “please” and “thank you” as much as possible.
Keep calm. Whenever possible, avoid taking a customer’s anger or
disappointment personally.

Don’t…

 Add unnecessary obstacles for your customers.


Try to resolve every issue alone.
Create dead ends. When you’re not able to reach the person your caller is
seeking, always offer to take a message or transfer the caller to voicemail.
Get caught up in a mistake

What is customer service?


Customer service is the practice of providing help and support to both
new and existing customers. It can take place before, during, and after a
sale. It is an essential part of the overall customer experience.

How to Improve Customer Service


1. Understand customer needs

The more you get to know your customers, the more you are likely to
understand customer needs and expectations.

2. Seek and promote customer feedback


 For example: Personally asking customers their views after they
have used your product or service. For example by phone, face to
face or in writing.
3.Create easy and effortless customer service
4.Personalise your customer service
 Greet your customers and make them feel welcome.
 Use your customer’s name.
 Ask open questions to find out their needs.
5.Check out your competitors
6.Build a customer focused team culture
1. 7. Strengthen your customer service skills.
1. 8. Improve your customer interactions.

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