The main objective of hiring call handling services is to establish an organised workspace where the core operations don’t intertwine with customer satisfaction services in the same workspace. The result of the same is efficiency and convenience for both the business and the customers. But how do they call handling companies to manage to make this scenario a possibility? How do they free up the business’ core staff while managing the whole customer chain interaction? They achieve this goal through the various services that they offer.
There is no set-in-stone rulebook that determines what services a call handling company should provide for efficiency. Hence, there may be a number of personalised services each call handling company advocates that are different from the services provided than another. These combinations of varied services help the businesses to determine which handling company will suit their needs best.
Some of the call handling services that a call handling company provides are as follows: –
·Customer Care Service/ Inbound Calls:
Inbound calling simply means incoming calls for the company. These may be customers or other dealers of the company. Inbound calls are the main focus for most companies since this is the channel that takes care of the customers’ complaints and queries. This channel is also responsible for providing technical or non-technical support to the customers and order placements with the company. Call handlers are the first line to interact with all types of calls on behalf of the company. These calls are then segregated and connected to call handlers with the skill set to provide appropriate assistance.
These calls the call made on behalf of the business by the call handlers to the customers/ potential customers. These are generally sales-based calls. These may include conveying product launches to the customers; special deals developing for certain products; sales calls, etc.
·Other customer interaction platforms:
Since the call handling companies are in charge of handling all customer care services, they are also in charge of answering customer queries that are not raised via phone calls. While most customers prefer a one-on-one voice call, some customers prefer to utilize other provided options such as customer care sites or emails. The support provided on these platforms is generally in written format. Hence, the responsibility of answering these written queries falls upon the call handlers, as well. Hence, call handlers manage the emails and chat options of the company made for customer facilitation.