Call handling involves managing a business or organization's incoming and outgoing phone calls. Providing effective call handling services can help online businesses build trust with customers, improve customer satisfaction, and increase sales. In this post, let’s check out what is call handling and why it’s necessary for your online store.
Call handling manages incoming and outgoing phone calls in a business or organization. It includes a variety of tasks such as answering customer inquiries, taking orders, providing customer support, and resolving customer issues.
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Call handling can be managed by automated systems, live operators, or a combination. The main goal of call handling is to provide high-quality customer service and improve customer satisfaction. Effective call handling can help businesses build customer trust, increase sales, and improve their reputation.
Call handling is a complex process involving multiple steps, from call routing to call handling to report. The specific process can vary depending on the company, the industry, and the goals of the call handling system. However, here is a general overview of how call handling works:
- Call Routing: When a customer calls a business, the call is directed to a call routing system that manages incoming calls.
- Agent Selection: The call handling system selects the best agent based on the criteria once the caller has been directed to a specific department or agent.
- Call Handling: Once the caller is connected with an agent, the agent can begin handling the call. This can include answering questions, providing support or assistance, and addressing any issues or concerns the customer may have.
- Call Recording: Some call handling systems record calls for training and quality assurance.
- Call Reporting: Data from call handling can generate reports that provide insight into the company's call handling performance.
Online stores can use several types of call handling to manage their customer inquiries, support requests, and other phone-related tasks. Here are some of the most common types of call handling for online stores:
- Inbound Calls: Inbound calls come to a business from customers or clients. This type of call handling involves answering incoming calls and providing assistance, support, or information to the caller.
- Outbound Calls: Outbound calls are calls that a business makes to its customers or clients. This type of call handling is often used for follow-up calls, marketing campaigns, or to provide updates or notifications.
- Automated Call Handling: Automated call handling involves using a computerized system to manage incoming calls. This can include features such as interactive voice response (IVR) systems that allow callers to interact with a computer system to route their call to the appropriate department or person.
- Call Forwarding: With call forwarding, calls are redirected from one phone number to another. Online stores can use call forwarding to divert calls from their business line to a mobile phone or a remote call center.
- Live Call handling: Live call handling involves having a customer service representative or agent handle incoming calls directly. This is often used for more complex issues or when a personal touch is needed to address a customer's concerns.
Call handling can be valuable for any business, including online stores. Call handling services can help companies build customer trust, improve customer satisfaction, and increase sales. Here are a few reasons why call handling may be necessary for your online store:
- Improved customer experience: Customers expect high levels of customer service, and a personal interaction via phone can provide a more satisfying experience than communicating solely through email or chat. Call handling allows customers to speak to a representative, get immediate assistance, and resolve their issues faster.
- Increased sales: When customers can speak to a natural person over the phone, they can ask questions, clarify any concerns or doubts they may have, and gain additional information about a product or service, which can increase their confidence to make a purchase.
- Better resolutions: Some issues may be challenging to handle through email or chat alone. Call handling can provide a more personal touch and enable customers to explain their problems in more detail. This can help representatives better understand the customer's concern and provide a more targeted resolution.
- Competitive advantage: Offering call handling services can differentiate your online store from competitors offering only online support. Having a phone number on your website can make it easier for customers to contact you and gives a sense of reliability, making your online store stand out.
- Increased trust: Providing call handling services can help build customer trust, increasing customer loyalty and retention. Customers are more likely to return to an online store they trust and have a positive experience with.
Therefore, it can be said that call handling is a valuable tool for online stores. Offering call handling services can help your online store stand out from competitors and can help to create a positive reputation for your brand.
Call handling is a critical part of customer service. How you handle a call can make or break the customer's experience with your business. How you communicate with the caller, your knowledge of your product or service, and your ability to handle their concerns can all impact the caller's perception of your business.
Therefore, it is crucial to have some best practices in place to ensure that your customer service representatives handle calls effectively and efficiently.
The first best practice for call handling is to answer promptly. When a customer calls, they expect someone to pick up the phone within a few rings. Long hold times can be frustrating and cause the caller to lose confidence in your business. Answering the phone promptly shows that you respect the caller's time and are ready to assist them with their needs.
Use a Professional Greeting
The second best practice is to use a professional greeting when answering the phone. This means answering the phone with a polite greeting, introducing yourself and your company, and asking how you can assist the caller. A professional greeting sets the tone for the conversation and shows that you are there to help the caller with their needs.
The third best practice is to practice active listening. Active listening means giving the caller's full attention, listening carefully to their needs and concerns, and responding appropriately. Active listening helps you understand the caller's needs and ensures you provide the appropriate solution to their problem.
Speak Clearly and Professionally
The fourth best practice is to speak clearly and professionally. It is essential to communicate clearly and at an appropriate volume and use proper grammar and appropriate language. Speaking professionally helps to build trust and confidence in your business.
The fifth best practice is to show empathy toward the caller's situation. When a customer calls with a problem or concern, it is crucial to acknowledge their situation and show that you understand their concerns. This helps to build rapport and can ease the tension in the conversation.
The sixth best practice is to provide accurate and relevant information to the caller. It is essential to have a good knowledge of your product or service and to be able to answer any questions the caller may have. Providing accurate and relevant information helps the caller make an informed decision and ensures they are satisfied with your solution.
The seventh best practice is to take notes during the call. Taking notes helps to ensure that you do not forget any important details and that you can follow up on any issues that need to be addressed. Taking notes also helps show the caller that you are taking their concerns seriously and are committed to finding a solution.
Resolve the Issue
The eighth best practice is to try to resolve the caller's issue during the call. If possible, try to address the caller's concern or problem during the call. This shows the caller that you are committed to finding a solution and helps to build trust and confidence in your business.
The ninth best practice is to follow up with the caller after the call. If you cannot resolve the caller's issue during the ring, it is essential to follow up with them to ensure that their needs have been met. Following up also shows the caller that you are committed to providing excellent customer service and care about their satisfaction.
End the Call Professionally
The tenth best practice is to end the call professionally. This means thanking the caller for their time, choosing your business and wishing them a good day. Ending the call professionally helps to leave a positive impression and shows that you value the caller's time and business.
Bonus Tips for Effective Call Handling
Besides the practices you should pay attention to when providing call handling service, some tips will be valuable for your online business to improve call handling service.
Organize Training for Your Team on Both Call Handling and Products
Staff under stress will be unable to handle challenging callers and customer objections. Training will assist in preparing them for difficult circumstances so that, when dealing with an angry caller, a polite reaction will come naturally.
Review the Call Statistics
You may get strong indications of how your call handling teams are doing by looking at call volumes and volume trends, service levels achieved abandonment rates, how many calls there are, where they are coming from, and pick-up times. Based on this information, you can determine whether they are overworked, overextended, or overly lovely.
Prepare a Script
Develop a call handling script that all executives should employ for the most typical inquiries. You can always write a script to start and finish calls in a way that enhances the caller experience using simply the most frequent questions. The consumer will be happy and feel good if the script carefully recaps the call outcome at the conclusion.
In conclusion, call handling is a critical aspect of online business. If you own an online business, it is highly recommended that you invest in call handling practices.
By following the best practices outlined in this article, companies can ensure that their customer service representatives are equipped to handle calls efficiently and effectively. Discover more helpful tips for online business on DSers Blog.