The Ultimate Guide to Call Handling for Small Businesses

Did you know that almost half of businesses out there use call center software already as part of their phone system? That number is also set to increase. 

A solid inbound call-handling service is key to small business success. Every missed or mishandled call is a lost opportunity – whether it’s a sale, a dissatisfied customer, or a missed appointment. 

For small businesses, every interaction counts. Call management is crucial to looking professional and keeping customers happy.

Answering services can be a game changer for call handling, especially for small businesses with limited resources. They ensure calls are answered promptly and professionally outside of business hours so you can build your lead generation efforts, book appointments, and provide customer support without a full-time receptionist.

In this article, we will look at the importance of call handling, the key strategies for managing calls, and how using an answering service like PATLive can help you make the best of your small business’s communication.

What is Call Handling?

Call handling is the process of managing incoming and outgoing phone calls within a business. This includes everything from answering the phone quickly and professionally to directing the call to the right person, taking messages, or resolving the inquiry directly. 

The best call handling solution involves making sure every caller feels valued and their needs are met quickly which helps to maintain a good business reputation.

The key components of creating an excellent caller experience are: 

• Prompt Answering: Answering calls quickly to avoid customer frustration.
• Professional Greeting: Starting each call with a friendly and consistent greeting that’s your brand.
• Active Listening: Listening closely to the caller’s needs to provide accurate and helpful answers.
• Efficient Call Routing: Directing the caller to the right department or person without unnecessary transfers.
• Message Taking: Recording important information when the desired contact is unavailable.
• Follow-Up: Make sure any promised actions are completed, such as returning a call or providing more information. 

Benefits of Professional Call Handling

Professional call handling gives you the following benefits: 

• Better Customer Experience: Quick and friendly call handling makes customers feel valued from the moment they get in touch with your business. A good call can lead to higher customer satisfaction, repeat business, and word-of-mouth referrals.
• More Efficient: Simplifying the communication process means less time spent on each call so your team can handle more inquiries. That’s better for your customers and more productive use of your team’s time.
• Better Lead Management: A professional approach to call handling means leads are captured accurately and followed up quickly. That increases your chances of converting inquiries into real business.
• Scalability: As your business grows so does the volume of calls you get. Professional call-handling processes can scale up to handle increased call volume so your business remains responsive and efficient even in growth.

Key Techniques for Effective Call Handling

Be it inbound or outbound call handling, using call handling best practices for your communication can make or break your business. 

You need to be aware of these, whether you are opting for interactive voice response (IVR) systems or a virtual receptionist for your routing system.

Source: FinancesOnline

Here are the basics to keep in mind so you can keep up a good business image and effective management of customer needs and customer interactions. 

• Listen Actively: Active listening means focusing fully on what the caller is saying, understanding their needs, and responding accordingly. This resolves issues quickly and builds trust and rapport through the customer journey.
  
• Professional Speak: Using clear, friendly, and professional language on calls is key. It looks good for your business and makes the caller feel valued. Using a professional tone also means being polite, using the caller’s name, and keeping a positive tone throughout the call.
  
• Call Routing: Getting calls to the right department or person without unnecessary transfers or delays is a key part of call handling. Call routing means customer issues are resolved quickly by the right person, minimizes frustration, and maximizes satisfaction.
  
• Message Taking: Accurate and detailed message taking is vital to ensure follow-ups are done effectively. That means recording the caller’s details, the purpose of the call and any specific instructions or details that need attention so nothing gets missed.
  
• Call Filtering: Call filtering means your team can filter incoming calls, prioritize the important ones and direct the less urgent ones elsewhere.

How an Answering Service Enhances Call Handling

Using an answering service can make a big difference in how your business handles calls, beyond what you can do in-house. 

Here’s how an answering service can make the best of your communication today: 

• Ensures Consistency in Communication: An answering service answers every call on time and with the same level of professionalism. That’s good for your business and good for the customer no matter when they call.
  
• 24/7 Availability: Being available 24/7 is a game changer for small businesses. An answering service offers 24/7 availability so your clients and customers can reach you any time, outside of business hours. That means you don’t miss any sales opportunities.
  
• Lead Capture and Follow-Up: Managing inquiries and leads is key to business growth. An answering service can capture and follow-up on leads so every potential customer is handled and no business is lost.
  
• Appointment Scheduling: Simplifying the booking process for services and consultations is another benefit of using an answering service. Professional receptionists can schedule, reschedule, and cancel appointments so it’s easier for your business and your customers.
  
• Bilingual Support: Servicing a diverse customer base means communicating in multiple languages. An answering service with bilingual support minimizes language barriers so you can reach a wider audience and increase customer satisfaction.

Integrating Technology with Call Handling

Using technology in your call handling can make a big difference in efficiency and customer satisfaction. 

Here’s how technology can change your call management today: 

• CRM Integration: Connecting your call handling system to customer relationship management (CRM) software means a more personalized and efficient interaction. With instant access to customer information, your team can provide better service and resolve issues faster, better customer experience.
  
• Real-Time Notifications: Being informed about calls and chat messages is key to good communication. Real-time notifications via mobile apps and email alerts so you never miss a call or message and can respond quickly and maintain high service.
  
• Call Analytics: Call analytics help you make the most of your call handling and improve your business phone system over time. How? You can analyze metrics and KPIs like call volume, call duration, and customer feedback to see where to improve, how to optimize your team for different types of calls and increase customer satisfaction.

Best Practices for Small Businesses

Get the right strategies in place and your small business will be handling calls like a pro. 

Here are three to keep top of mind: 

Training Your Team
Make sure your staff are trained up to high standards. Get them trained in communication techniques, active listening, and problem-solving so they can handle customer calls professionally and efficiently by leveling up their call-handling skills.

Monitoring Performance
Regularly review your team’s call performance. Use call analytics and customer feedback to see how your team is doing and make adjustments as needed.

Excellent Customer Support
Going above and beyond should be at the heart of your call-handling strategy. Get your team to go the extra mile in helping customers, offering personalized support, and making every caller feel valued and happy with their experience.

Choose PATLive for Effective Call Handling

By implementing the best call-handling practices and using technology, small businesses like yours can handle every call professionally and with care and get better customer relationships and business growth.

Are you looking for providers to get started with?

PATLive’s live call answering service is designed to support your call-handling processes, providing consistent and professional responses 24/7. In fact, we answer 90% of all calls within 20 seconds, which is faster than average.

Whether it’s answering inquiries for call resolution, capturing leads, or booking appointments, PATLive will never miss a beat.

Try PATLive’s professional and flexible services today with a 14-day free trial. 

See the benefits of call handling and take your customer service to the next level. 

Ready to get started? Explore PATLive’s services and pricing today!