Call Handling Service

Every business must be able to meet its customers’ needs. Straightforward phone communication is one of the best ways that customers can stay in the loop and get in touch with you. But what happens if you don’t have the time or resources to answer every call that you receive?

A call handling service simplifies your workload by managing business phone calls with human agents, AI models, or both. The service’s main functions include answering calls, filtering or routing them, and following up on them. Take a closer look at the key benefits your business stands to gain, as well as the customized approach you can take.

This comprehensive guide aims to answer all of your questions about advanced call handling solutions, including the different systems available and how to choose the right provider.

What is a call handling service?

It doesn’t matter whether you operate a dental office, a spa, or some other type of business. You should always prepare for customer inquiries and scheduling requests.

Hiring a receptionist could make scheduling appointments and fielding calls easier. However, many savvy business owners are embracing phone answering services. With this service, trained receptionists or AI agents will serve as your virtual front desk staff.

You can choose a platform that utilizes only live agents, AI technology, or a combination of the two. These services handle many of the customer interactions that an in-person receptionist would, including:

• Greeting callers
• Transferring callers to the appropriate person
• Managing call requests
• Taking messages
• Sending reminder or follow-up messages

How a call handling service works

If you’re unfamiliar with modern answering services, you might be wondering how they work. You don’t have to worry about a live or AI agent hindering your business operations due to a lack of knowledge. Just like with training an in-house employee, you set the standard that they should follow.

Here’s what the process typically involves:

1. Define your script: Craft a custom script for agents to follow during routine calls.
2. Determine your call routing preferences: Specify when to transfer calls and which person should receive them.
3. Outline your business hours and escalation steps: Provide the service with your hours of operation and procedures for escalating inquiries.
4. Agents receive calls and handle them appropriately: Automatic call forwarding puts customers in touch with the answering service. Using your provided information, agents take charge of customer calls.
5. Review outcomes via a simple platform: Most services offer call management tools, such as a dedicated portal or CRM integration. This way, you can track call volume, messages, and outcomes.

Types of call handling services

Did you know there are several types of phone answering services available to businesses? Choose from the following options:

• Live answering services: Human operators will answer calls, take messages for you, transfer callers, and follow custom scripts.
• Virtual receptionist services: Opt for a more advanced form of live handling that includes detailed intake and support, call screening, appointment scheduling, and lead capture.
• Call center handling: If you experience high call volumes, a larger team of workers can provide customer support, assistance with order processing, and technical help.
• AI-powered call handling: Conversational AI agents can answer, route, and qualify calls. Models can then provide instant summaries of conversations and often integrate seamlessly with CRM systems.
• Hybrid solutions: Consider a blend of live agents and AI technology. Artificial intelligence can handle routine calls while live receptionists intervene when complex issues arise.

Core features of a call handling service

What’s in store for your business when you invest in a call answering service? Both potential and existing customers will have easy access to a support team, whether you utilize AI agents, real people, or both.

With all of your calls managed professionally, you won’t have to worry about the following tasks:

• Live answering
• Call routing and forwarding
• Message taking and delivery
• Lead qualification and intake
• Appointment scheduling
• Outbound call handling

Call answering services offer a cost-effective solution to managing both routine and urgent calls. Providers rely on your unique scripts to assist callers and track call data so you can easily measure performance. Detailed reports highlight answer rates, outcomes, and other notable metrics.

Benefits of using a call handling service

Businesses, both big and small, can benefit from phone answering services. When companies can’t handle their call volumes efficiently, it can lead to frustrated customers and potentially lost business. Grow your business and please every customer with the help of a live answering service.

Benefits you can expect include:

• Improved customer experience: Instead of being sent to voicemail, callers will always reach a real person or responsive AI agent for professional support.
• No missed leads: Avoid overflow calls and capitalize on new customer opportunities.
• Increased productivity: Your staff will save valuable time and can become more productive when external teams take care of callers.
• Extended coverage: Urgent requests will be answered professionally, even outside of normal business hours.
• Professional brand image: When every caller receives a friendly greeting and a helpful voice on the line, you’ll improve your business’s credibility and customer service.
• Cost effectiveness: These systems are more budget-friendly than hiring full-time receptionists, especially for small businesses.

Common use cases for call handling services

Are you unsure about partnering with a professional call handling provider? It may be hard to visualize the benefits, but countless businesses have plenty to gain by letting a third party handle calls.

Small businesses may lack full-time reception staff, but they can’t risk losing potential clients because someone isn’t available to pick up the phone. Real estate agencies and workers in certain trades have to balance field work and inbound calls. Business growth is possible when an outsourced or AI receptionist takes over call management.

What about sales teams facing a large volume of order support inquiries? Or healthcare facilities that have to send frequent appointment reminders?

Having an agent answer every single call can make all the difference when it comes to customer satisfaction and overall business operations.

Live agent call handling vs. AI call handling

When you rely on live receptionists or an AI-powered answering service, rest assured that every customer call will be answered promptly. But which one better suits your business?

Weigh the pros and cons of each option, including:

• Cost
• Speed
• Scalability
• Personal touch

AI receptionists are cost-effective, reliable for high call volumes, and deliver real-time call summaries. However, artificial intelligence often pales in comparison to real people when clients are facing complex issues.

If you want the best of both worlds, consider a hybrid model. AI agents will answer every call and tackle common tasks. They can then escalate certain issues to a live human when necessary. Analyze the types of calls you receive and your customers’ expectations when choosing a model.

How to choose a call handling service provider

Deciding to implement a call answering service can put your business on the path to success. Narrow down your options and find the right service provider with these tips:

• Ask the right questions: Inquire about their coverage hours, average answer times, languages offered, and call routing or escalation.
• Review service offerings: Will a provider offer script support? How is the depth of their reporting and integration options?
• Compare prices: Review plans that charge per minute, per call, or as a set contract.
• Assess quality control: Choose a provider that takes important data security and compliance measures.
• Test different providers: Preview each service by requesting demos or trial periods before you commit.

Pricing and plan structures for call handling services

Answering service providers often give business owners flexibility in terms of plan pricing. You could find a pay-as-you-go option, one that bundles minutes, as well as tiered plans with add-ons available. The cost generally depends on overall call volume and workflows, as well as service hours and the model used.

It’s easy to compare costs by looking at the total subscription fee. However, you can best evaluate your return on investment by reviewing metrics like the cost per answered call or the cost per lead.

Implementation tips and best practices

To successfully implement a call handling service, experts recommend:

• Devoting time to building quality scripts, greetings, and FAQs
• Defining clear rules for routing, handling priority callers, and escalating situations
• Starting with call types and gradually expanding your support
• Monitoring reports and refining scripts based on real feedback
• Communicating with your provider about any necessary adjustments

Get a demo of a call handling service

Would you like to reap the benefits of a call answering service and other essential business tools? Weave’s communication platform could be the perfect solution.

We’re revolutionizing modern business communications with robust receptionist solutions, including two-way texting, automated reminders, and online scheduling. Request a demo today to see how our system can enhance your operations.

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Call handling service FAQ

Want to learn more? Get answers to common questions about live answering services.

What is a call handling service?

A call handling service manages all of your business’s phone calls. Either live or AI-powered agents answer and route calls, take messages, and qualify leads according to your instructions.

How does a call handling service work day to day?

You will forward all of your business calls to your service provider. Agents then answer each one with a custom greeting and script to assist the caller.

What is the difference between call handling and a virtual receptionist?

Virtual receptionist services are a more advanced type of call handling service. Instead of offering just basic call handling, virtual receptionists help with detailed intakes, frequently asked questions, scheduling, and more.

Can call handling services support 24/7 or after-hours calls?

Yes. Many providers offer 24-hour coverage. Build a flexible schedule based on your business’s needs.

Are AI call handling services as effective as live agents?

AI-powered services can be effective for high-volume call management and simple daily tasks. However, business leaders often prefer live customer service agents for more complex or sensitive conversations, which is why many opt for hybrid solutions.

How much does a call handling service cost?

Answering service costs vary based on several factors, including call volume, coverage hours, and the type of agent used. Providers may charge business leaders for a set service plan or even per call. Compare quotes from different providers for more insights into service pricing.