Call handling is a halfway-house between incident handling and call answering services.

Companies who require a call handling service generally need more customisation than an ‘out of the box’ call answering package, but not a full-blown incident handling service. More often than not, this will be a customised call script, requiring call handling staff to deal with that call in a specific way or to ask bespoke questions relating to the call. Following this, they will either email the client as usual with the details or add the call details to the customer’s web-based system.

How does call handling work?

As with most types of call handling, you will be issued with a local 01 telephone number and you will divert your business phone to this number when you decide to or on a 24/7 basis.

The call is then answered by the call handling company in your business name, and the custom call script is immediately presented to the call handler who then professionally takes the caller through the call, ensuring that all vital information is recorded.

Call handling contracts are as wide and varied as the sectors that use them. Depending on the customer, this pre-determined recorded information is sent to one or many contacts within the organisation or entered onto a system belonging to the customer. There are lots of examples but they can include:

First-line software support. The call answering company opens a support ticket on behalf of the caller, which the IT company deals within their normal way.
Website helpline – To facilitate customer returns, customer services and sales.
Booking lines – Where a booking is made through an online system following a phone call
Utility companies – To raise issues through their system out of hours
Visitor information helpline – For regular and one-off events giving information about facilities or co-ordinating lost individuals

How much does call handling cost?

All call handling contracts are so different, so it is unlikely that you will be able to get a quote without engaging with a call handling company and discussing your requirements first. Be wary of any company willing to quote without this consultation as the price will likely be an educated guess.

Get in touch if you are interested in our call handling service or if you would like more information.