What is call handling?
Call handling covers it all—every step your business takes to manage incoming and outgoing calls from start to finish. Ruby makes call handling a breeze with expert live receptionists and smart tools, delivering top-notch service that perfectly matches your business’s values.
We’re talking about…
- Whether or not a call gets answered
- How it gets answered
- The way a company representative communicates to the person on the other end
- How the company deals with call traffic
- How calls are routed
- What calls are blocked
- How issues get resolved
- What happens when callers are transferred or put on hold
- What information gets logged during and after a call
- And more
Good call handling can be the difference between a positive, and decidedly negative, customer experience. Unfortunately, many businesses lack the resources for high-quality call handling. Others aren’t familiar with proper call handling dos and don’ts and only recognize a problem when it’s too late.
Here’s everything you need to know about call handling, from business benefits to best practices and industry solutions.
How does call handling work?
Call handling comes in all shapes and sizes. It depends on factors like your business’s size, location, customers, hours, tech, and how you handle sales and support. In fact, strategies for call answering and handling can range in complexity from an in-house receptionist to a live virtual receptionist service (like Ruby!), to a large call center operation with conversational scripts.
Inbound vs. outbound call handling: what’s the difference?
Inbound calls are calls made to a business. Despite inbound calls accounting for a majority of customer conversations, many organizations still let them ring to voicemail. In fact, many of these calls are from potential customers with questions about products, quote requests, appointment or consultation scheduling, etc.
The advantages of excellent inbound call handling include:
- More calls answered.
- More leads generated.
- Faster resolution of issues.
- Fewer customer service mixups and delays.
- Less pressure on the customer service team.
- Happier customers.
Outbound calls are the calls that agents and other business representatives place (i.e. the calls placed out from your business). These include sales pitches (e.g. “cold calls”), customer verifications, reminders about upcoming appointments, telemarketing, subscription renewals, surveys, and so forth.
The advantages of excellent outbound call handling include:
- More outbound calls made.
- Increased sales.
- More information collected about customers.
- Less time spent on each outbound call.
Importance of call handling in customer service
Call handling is the cornerstone of exceptional customer service. It makes customers feel heard, valued, and connected to your business. Promptly answering calls with professionalism and empathy sets the tone for trust, while poor responses can tarnish your brand’s reputation. With calls often being a customer’s first point of contact, handling them with care creates lasting impressions that drive business success.
Impact of good vs. poor call handling
When call handling is done right, it can really elevate a business’s customer experience. Polite, attentive, and solution-driven responses reassure customers and showcase a company’s dedication to service excellence. On the other hand, poor handling—such as slow answers, unprofessional behavior, or robotic responses—leads to frustration, lost trust, and potential loss of business. Investing in professional, consistent call management not only helps retain customers but also turns callers into loyal advocates for your brand.
Should your business consider call handling?
If you’re wondering whether your business—and customers—would benefit from better call handling, the answer is almost certainly “yes.” While phone calls may seem like an old-school customer service channel, they’re as important today as ever. Actually, more people are calling businesses than any other time in history.
Consider the facts:
65%
of potential customers want to reach brands by phone.
29%
of calls lead to a purchase.
80%
of customers say the experience a company provides is as valuable as the company’s products and services.
67%
of customers are willing to pay more for better service and support experiences.
The promise of great, or even good, call handling is speed, scale, and professionalism. A robust call-handling solution empowers a business of any size to respond to as many inquiries as possible, minimize wait times, maximize efficiency, capture critical data, and ultimately provide excellent customer service.
“Using an answering service has greatly helped my digital marketing business grow. It makes sure potential clients never feel ignored, even when we’re busy or after hours. For example, a startup owner reached out to us late one evening for urgent help with a product launch. Thanks to the answering service, I received their call, and we gained a new client by quickly meeting their needs. This round-the-clock availability has increased trust and improved our lead conversion rates.”
CEO and Founder I Digital Marketing Expert, DWI
Top benefits of call handling
- Never miss a customer service opportunity.
- Save time—your team’s and your customers.
- Provide extraordinary customer experiences.
Depending on what solution an organization uses, the costs can outweigh the potential benefits. Call answering and handling technology can be complex and difficult to set up. Providers may saddle the business with inequitable contracts and expensive fees.
A worst-case scenario would be sending your potential customers to people who aren’t familiar with your business, or even dead air! And, if the solution hasn’t been properly vetted, the business risks sending the wrong message—literally—to the people who matter most.
Why good call handling matters
First Impressions
Customer satisfaction and loyalty
Customer service strategy
First impressions
The way a call is answered often defines the customer’s perception of your business. A warm, professional greeting can make callers feel valued, establishing trust from the start.
Customer satisfaction and loyalty
By resolving inquiries quickly and with a personal touch, call handling directly impacts customer satisfaction. Great interactions build loyalty, leading to more repeat business and plenty of customer referrals.
Customer service strategy
Integrated with other touchpoints like email and chat, excellent call handling paves the way for a smooth customer experience, reinforcing your commitment to service excellence.
Essential skills for effective call handling
Active listening
Confident and polished communication
Building connections through empathy
Mastering challenges with solutions
Time management and multitasking
Active listening
Understanding customer needs requires undivided attention. Active listening makes callers feel heard and understood.
Confident and polished communication
Articulating solutions in a confident, courteous manner minimizes confusion and builds credibility.
Building connections through empathy
A personal touch helps defuse tensions and fosters positive emotional connections with customers.
Mastering challenges with solutions
Properly addressing concerns—even in challenging scenarios—demonstrates your commitment to resolving issues.
Time management and multitasking
Juggling calls and admin tasks keeps things running smoothly without dropping the ball on service quality.
Best practices for call handling
Great call handling is more than just answering the phone—it’s an opportunity to connect, resolve, and impress. By mastering best practices, businesses can guarantee every interaction reflects their professionalism and commitment to customer satisfaction. From the first greeting to closing the conversation, thoughtful techniques make all the difference in building trust, resolving issues, and leaving a lasting positive impression.
Greeting the caller: dos and don’ts
Do you know what it takes to connect with customers and deliver stellar experiences?
If customer sentiment is any indication, most businesses fall short. From one-person teams to advanced call centers and answering networks, there’s always an opportunity to improve customer service. Check out a few of Ruby’s call handling best practices.
Do…
- Answer the phone as quickly as possible. Step one to successful call answering is speed. The faster a caller can resolve their issue or inquiry—usually, by connecting with a real human who’s ready to help—the better.
- Greet your caller graciously. “Hello” doesn’t cut it. Begin with something nice like “Thank you for calling,” end with a “How may I help you?”, and be sure to slip your company name in the middle. Above all, you want to leave your callers with a positive impression.
- Personalize the interaction. This is where access to good data, and knowing how to use it, comes in. With data you not only know a caller’s name, but also their background, experiences with your company, and—ideally—the reason why they may be calling. This information empowers you to tailor conversations to every caller.
- Mind your manners. Kindness and an ear for etiquette both go a long way. Ask for information rather than demanding it, as in “May I say who is calling?” and “May I have your name?” Use “please” and “thank you” as much as possible. Remember: everyone wants to be treated with respect.
- Keep calm. Emotions can run high during a phone call. Whenever possible, avoid taking a customer’s anger or disappointment personally. Be kind to the other person—and yourself—and you can overcome unpleasant experiences while minimizing any additional frustration.
Don’t…
- Add unnecessary obstacles for your customers. Nobody likes talking to a robot. Unless your business absolutely needs it, ditch the multiple-choice routing system (e.g. “Press 1 for technical support, 2 for sales…”) and the phone tree. A worthwhile call handling system can address the complexities of routing and forwarding behind the scenes, without entangling your customers.
- Try to resolve every issue alone. Great customer service agents know that it’s not about having the answer to every question, but about knowing what to say when you don’t know. Instead of saying “I don’t know,” accentuate what you can do. “Let me find out for you” and “Let me connect you with the best person to help you” are excellent responses!
- Create dead ends. When you’re not able to reach the person your caller is seeking, always offer to take a message or transfer the caller to voicemail. Similarly, never make your caller ask to leave a message—it’s awkward and off-putting. It’s as easy as this: “Tim’s in a meeting. May I take a message?”
- Get caught up in a mistake. Everyone, at some point, has said the wrong thing on the phone. Agents have overpromised, overshared, used an incorrect name or form of address—the list goes on. Nearly any flub can be remedied with friendliness. Remember: you’re a person communicating with another person, so be prepared to be a human being and forgive yourself.
Looking for a great company greeting? Learn a few Ruby-approved strategies for leaving a lasting impression as soon as you answer the phone.
Navigating through common call types
Different call types require tailored approaches. For inquiries, listen carefully and provide clear, concise answers. With complaints, practice patience and empathy, allowing the caller to voice their concerns fully before addressing the issue. Sales calls benefit from enthusiasm and a persuasive, consultative approach. For technical support, avoid jargon and explain solutions in accessible terms. Being adaptable and understanding the purpose of each call makes callers feel valued, regardless of their reason for reaching out.
Managing hold times and transfers
Properly handling holds and transfers is key to maintaining customer satisfaction. Always ask the caller for permission before placing them on hold, providing an estimated wait time. When transferring calls, explain why it’s necessary and who they will be speaking with. “I’ll transfer you to [Name/Department], who specializes in this issue. May I put you on hold while I connect you?” Avoid leaving callers in limbo; if a transfer isn’t possible, take ownership of the issue and follow up directly.
Personalizing the call to build rapport
Personal touches make callers feel valued and appreciated. Use the caller’s name naturally throughout the conversation, and reference any previous interactions if available. For instance, “I see you’ve worked with us before—thank you for your continued trust!” Take time to understand their needs and preferences, showing genuine interest in helping. Small details, like acknowledging their location or a past issue you resolved, can create a stronger connection and enhance loyalty.
Ensuring accurate information and follow-up
Accuracy builds trust. Before providing answers or solutions, double-check all details to ensure they are correct. If you’re unsure, it’s better to confirm and follow up later than to provide incorrect information. For unresolved issues, establish clear next steps and communicate timelines. “I’ll gather more information and call you back by [specific time/date].” Following through on promises demonstrates reliability and leaves customers with a positive impression.
Call closure and leaving a lasting positive impression
How you end a call is just as important as how you begin. Summarize the conversation, make sure the caller’s issue has been resolved, and thank them for their time. For example, “I’m glad we could assist you today. Is there anything else I can help you with before we end the call?” Leave on a high note by reinforcing your willingness to help in the future, so that the customer feels supported and valued.
Common challenges in call handling and how to overcome them
Call handling can feel like a high-wire act—balancing customer needs, emotions, and a never-ending stream of calls. But don’t worry, there’s a way to tackle these common challenges and even turn them into opportunities for incredible customer interactions.
Handling difficult or angry callers
Challenge:
Dealing with upset or angry customers can be emotionally draining and challenging. Callers may express frustration over unresolved issues, long wait times, or misunderstandings, often directing their emotions at the call handler. This environment can make it hard to stay composed and productive.
Solution:
Stay calm, listen actively, and show empathy. Use phrases like, “I understand how this must be frustrating for you,” to validate their feelings. Focus on solutions, keeping the conversation constructive, and escalating to a supervisor if necessary. Training in de-escalation techniques can also be invaluable.
Managing high call volumes
Challenge:
DA sudden influx of calls can overwhelm call handlers, leading to longer wait times, rushed conversations, and increased customer dissatisfaction. This pressure can also contribute to stress and mistakes.
Solution:
Implement strategies such as call prioritization, delegation, or routing to a virtual answering service during peak times. Clear communication with callers about estimated wait times and alternative support options, like email or chat, can also ease frustration and distribute the workload.
Dealing with miscommunication
Challenge:
Miscommunication can lead to misunderstandings, frustration, or incorrect resolutions. This often happens when customers or call handlers use unclear language or fail to confirm important details.
Solution:
Practice active listening, repeat key information back to the caller, and ask clarifying questions when needed. For example, “Let me confirm, you’re asking about…” This way both parties are on the same page.
Understanding unclear customer requests
Challenge:
Sometimes customers struggle to articulate their needs, making it difficult for call handlers to assist. This can prolong call times and lead to caller dissatisfaction.
Solution:
Gently guide the conversation with open-ended questions, like “Can you tell me more about the issue?” or “What’s the outcome you’re hoping for?” This encourages the caller to provide more details and helps the call handler identify the best solution.
Avoiding burnout for call handlers
Challenge:
The fast-paced and emotionally demanding nature of call handling can lead to stress and burnout. Over time, this affects the quality of customer interactions and overall employee well-being.
Solution:
Support call handlers with regular breaks, manageable workloads, and access to mental health resources. Providing ongoing skills and training and fostering a positive work environment can also help employees feel confident and motivated, reducing burnout risk.
Benefits of using a live virtual receptionist for call handling
Ready to take your call handling to the next level? Say hello to the magic of live virtual receptionists! From never missing a customer service opportunity to delivering top-notch service on a budget, these pros are here to make your business shine.
Top 3 benefits of call handling
- Never miss a customer service opportunity.
- Save time—your team’s and your customers.
- Provide extraordinary customer experiences.
Always available: 24/7 call coverage when you need it
With a live virtual receptionist, your business becomes more accessible to customers around the clock. With this level of availability, you won’t miss important calls, even during off-hours, weekends, or holidays. Clients and prospects feel valued when they can reach your business whenever they need, resulting in improved customer trust and retention. This is especially crucial for businesses that operate in industries where timely responses are essential, like healthcare, legal services, or e-commerce.
“An answering service has been instrumental in streamlining client communication and enhancing professionalism for my legal practice. With clients often reaching out across different time zones or during off-hours, having a reliable answering service ensures that no call goes unanswered.
A specific turning point was when we implemented the service during a particularly high-stakes litigation period. The answering team efficiently triaged calls, forwarded urgent matters, and scheduled consultations, allowing my team to focus on the casework without constant interruptions. The result was a noticeable uptick in productivity and a surge in positive client feedback.”
Co-founder & Senior Partner, Affinity Law
Smart spending: exceptional service without the full-time costs
Hiring full-time, in-house staff can be an expensive commitment, especially when you factor in salaries, training, benefits, and other overhead costs. A virtual receptionist service provides a budget-friendly alternative without compromising on service quality. By outsourcing call handling, your business can maintain a high level of customer service at a fraction of the cost. This allows you to better allocate resources and invest in other areas of your business, without having to stretch your budget.
Top-notch service: professional call handling that reflects your brand
Your customers expect a high level of professionalism, and virtual receptionists are trained to meet and exceed those expectations. These receptionists come equipped with the skills and experience needed to handle calls with poise, tact, and a deep understanding of customer needs. The result is consistent, first-class service that enhances your company’s image and reinforces your brand’s commitment to quality. Each interaction reflects positively on your business, giving customers confidence in your services and fostering long-term loyalty.
Growing with you: scaling up effortlessly during busy times
As your business grows, so does the volume of calls you receive. Managing this influx can be overwhelming, especially for smaller teams with limited resources. Virtual receptionists offer the flexibility to scale up or down based on your current needs, handling more calls during busy periods without the challenges of recruiting and training additional staff. This flexibility keeps your customer service smooth sailing, even when call volumes spike out of nowhere.
Personal touch: delivering an enhanced customer experience
A personalized approach can make all the difference in customer interactions. Virtual receptionists can take the time to engage with callers and tailor their responses to reflect your brand’s voice and values. This personalized touch makes customers feel heard and valued, increasing their satisfaction and trust in your business. By building rapport and understanding each customer’s unique needs, virtual receptionists help create memorable experiences that set your business apart from competitors.
Effortless call prioritization: routing calls with precision
Not all calls are equally urgent, and a virtual receptionist helps to filter and prioritize them. By assessing the nature of each call, they can route urgent matters directly to the appropriate department or team member, while less pressing calls are handled in a way that doesn’t disrupt workflow. This way, critical issues receive the immediate attention they need, and non-urgent matters are addressed in a timely and organized manner.
Integrated support: seamlessly blending with your business systems
Virtual receptionists are designed to be an extension of your team, seamlessly integrating with your existing systems and processes. Whether it’s managing appointments through your scheduling software, updating client information in your CRM, or coordinating with your in-house staff, they work with your current tools to provide a smooth, cohesive experience. This integration keeps your workflow flowing.
Using technology to improve call handling efficiency
Leveraging technology can transform call handling, making it more responsive and tailored to customer needs. From intelligent call routing to CRM integrations, these tools enable faster, more accurate service while freeing up human agents for complex interactions. Let’s take a closer look.
Call routing systems and automated menus
Advanced call routing systems and automated menus help streamline call handling by quickly directing customers to the right department or representative. These systems reduce wait times and improve the customer experience. Well-designed menus can guide callers through their options with clarity, saving valuable time for both customers and call handlers.
CRM integrations for personalized customer experiences
Integrating call handling systems with customer relationship management (CRM) tools can create a seamless, personalized experience for callers. Access to caller history, preferences, and past interactions allows receptionists to provide tailored service and anticipate customer needs. This not only improves customer satisfaction but also helps build trust and loyalty by making each interaction unique and well-informed.
Use of AI in call handling
AI is making waves in call handling, but it’s not all smooth sailing. Sure, chatbots and virtual assistants can handle the easy stuff, but when it comes to tricky questions or those personal touches, nothing beats the human touch. While AI speeds things up and takes care of the basics, it’s the real people behind the scenes who truly shine when it comes to solving problems and delivering top-notch service.
Cloud-based call centers and remote call handling
Cloud-based call centers offer flexibility and scalability, enabling teams to handle calls from virtually anywhere. This is especially useful for businesses with remote employees or those looking to expand without investing in physical infrastructure. Cloud technology makes call data securely accessible, providing consistent service and supporting collaboration among team members, no matter their location.
Importance of call recording for training and quality assurance
Call recording is like having a backstage pass to your business’s performance. It’s perfect for spotting what’s working and where there’s room to level up. Reviewing calls helps you coach your team to perfection, keeping service top-notch and consistent. Plus, it makes sure everyone’s following the rules and keeps everything running smoothly.
Measuring call handling success
Want to know how your call handling is really doing? It’s all about the numbers!
Evaluate using Key Performance Indicators (KPIs)
Monitoring regular feedback loops to enhance call quality
Review Ruby metrics to analyze trends
Key performance indicators (KPIs) for call handling
To evaluate your call handling, use key performance indicators (KPIs) to help identify strengths and highlight areas for improvement. Common metrics include first-call resolution (FCR), which measures the percentage of issues resolved on the first call; average handle time (AHT), which tracks how long calls take to complete; and customer satisfaction score (CSAT), reflecting the customer’s experience.
Monitoring and improving call quality
Regular feedback loops and call scoring are essential for maintaining and enhancing call quality. By assessing calls, you can pinpoint areas for improvement and offer targeted coaching. This continuous improvement cycle helps team members meet service expectations and adapt to ever-changing customer needs.
Overview of metrics Ruby tracks
At Ruby, we focus on comprehensive metrics that reflect call handling performance and customer interactions. Our detailed dashboards provide an overview of key data points, allowing businesses to track call volume, response times, customer feedback, and more. Visual representations and customizable reports make it easy for teams to analyze trends and measure success, empowering them to make data-driven decisions for better service outcomes.
Learn more
See how a virtual receptionist combines smart call handling and friendly receptionists in our free guide!
Outsourcing call handling: Is it right for your business?
At this point, you’re probably considering outsourcing your call handling. Let’s break down why it works, when to consider it, and how to find the perfect fit for your business.
“My business outsourced call handling to focus on core tasks. The results were immediate; we saw a 30% significant increase in efficiency and a reasonable uplift in customer satisfaction as professionals managed queries competently and effectively.”
Tech Editor & Marketing Manager, M3datarecovery.com
Benefits of outsourcing
Outsourcing call handling can offer significant advantages for businesses looking to optimize their operations. Cost-effectiveness is a primary benefit; outsourcing eliminates the expenses associated with hiring and training in-house staff, such as salaries, benefits, and overhead.
It also provides scalability, allowing businesses to handle fluctuating call volumes without the need for additional full-time employees. This flexibility can lead to improved service levels and faster response times, enhancing the overall customer experience. Additionally, outsourcing allows your team to focus on core business tasks, boosting productivity and growth.
When to consider outsourcing call handling
Outsourcing your call handling service can be an excellent option when your business experiences fluctuating call volumes, wants to extend service hours without the cost of night shifts, or needs to better manage customer inquiries.
If maintaining high service quality during peak times is a challenge or if your team struggles with balancing call handling and other essential responsibilities, outsourcing can help fill these gaps. It’s also worth considering if you’re looking to scale quickly or expand your customer service capabilities without the long-term commitment of hiring additional staff.
How to choose the right third-party provider
Choosing a reliable third-party provider involves evaluating their reputation, experience, and service offerings. Look for providers that align with your business values and have a proven track record in delivering excellent customer service.
You also want them to use advanced technology that integrates seamlessly with your systems, offering tailored solutions to meet your specific needs. Prioritize providers that provide comprehensive training for their staff and offer transparency in their processes, so you know exactly how your calls are handled.
Risks and challenges of outsourcing, and how to mitigate them
While outsourcing can offer significant benefits, there are some risks and challenges to be aware of. One potential issue is the lack of control over the customer experience, which can be mitigated by choosing a provider with strong quality assurance measures and communication practices.
Data security and confidentiality are also concerns; your provider should follow industry standards for data protection and compliance. And to address potential communication barriers, select a provider that has a good cultural fit with your company and offers regular reporting and feedback.
Future trends in call handling
The landscape of call handling is continuously evolving, driven by new technologies and shifting customer expectations. To stay competitive, businesses must stay ahead of emerging trends that enhance communication and service quality. Understanding these developments is crucial for adapting strategies to meet the demands of tomorrow’s customers and deliver an exceptional service experience today.
Rise of omnichannel support: integrating phone, email, chat, and social media
The future of call handling lies in creating a seamless experience across multiple communication channels. Customers expect to reach businesses through phone calls, emails, chat, and social media without repeating themselves. Integrating these channels keeps conversations flowing from one platform to another, for greater convenience and customer satisfaction.
Increasing role of automation and AI
Automation and AI continue to evolve and play a bigger role in call handling, helping to manage routine inquiries and streamline processes. AI-powered chatbots and automated voice response systems are reducing wait times while freeing up human agents to focus on more complex issues.
Hybrid approaches to human-technology interaction
The best call handling strategies will blend human expertise and technology. AI tools can pre-screen calls and assist with initial responses, while human agents step in to handle more personalized, complex interactions. This hybrid model helps maintain high service levels and fosters customer trust.
Personalization and the future of customer service through data
Data-driven personalization is becoming central to call handling. By leveraging customer data, businesses can provide tailored experiences, anticipating needs and preferences. Using insights from past interactions, businesses can create a more customized service that makes customers feel understood and valued, leading to greater loyalty and satisfaction.
Call handling solutions with Ruby.
Ruby is a call handling service industry leader. When you work with us, you not only gain a top-rated virtual receptionist service but also a partner for customer satisfaction and business growth. Our team of live, virtual receptionists can communicate with customers on behalf of your company 24/7, 365 days a year. Take control of your day-to-day by answering only the calls you want to answer and outsourcing the rest to call-handling experts.
Ruby’s customizable call and handling solution platform includes everything you need to impress your callers and customers:
- Create a custom greeting.
- Set call-answering instructions.
- Engage customers with 24/7 live answering and website chat.
- Screen and transfer calls automatically.
- Receive real-time updates and notifications.
- Manage calls on the go with the Ruby mobile app.
See why we’ve received an average of 5/5 stars in over 400 reviews on Trustpilot. Discover Ruby’s call handling services for yourself.
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