Tweet

Call Handling Skills

Guest post by: Nicolas DAlleva

Article Overview: Answering service operators must be equipped with specific call handling skills in order to do their job properly.

Call Handling Skills

An answering service or call center operator must be equipped to deal with a variety of situations that they may encounter on the phone. While many situations vary and are somewhat unique in nature, a pattern develops as to how to deal with every type of call. To able to properly do their job, an answering service employee must be armed with call handling skills. These skills allow the operator to be able to be armed with the necessary tools to be able to handle calls properly. Mannerly Operators

One of the most important facets of call handling skills is manners. It is important that every operator is not only polite, but also possess the manners that are necessary. How an operator conducts themselves on the phone is very important. Polite phrases must be peppered throughout the conversation. An operator must say "please and thank you" whenever possible, and phrases like "pardon me" are desired as opposes to saying "what?" or "huh?" An operator must not interrupt the caller. An answering service operator must appear interested and focused on the conversation. This is a matter of courtesy for the caller. Also, an operator must refrain from actions like eating, drinking or speaking with coworkers while taking a phone call.

Efficiency

One of the most vital call handling skills is for an operator to be efficient. An efficient operator takes control of the call and economizes every available second. The reason why efficiency is so vital in the call center industry is that it eliminates so many negative aspects of the answering service industry. There are three major problems in the call center industry. The first is long hold times. These hold times can be reduced or eliminated by trimming just a few seconds off of every call. Eliminating hold times will give an answering service an edge over the competition. The second major problem is too many rings. With the efficiency stressed, a call center will never have to deal with the embarrassing issue of the phone ringing off the hook.

The last major problem that an answering service has is mistakes. Mistakes are often a symptom of the call center being far too overwhelmed. By eliminating seconds off of each phone interaction, the call traffic is much more manageable. With manageable call traffic, mistakes are less likely. In addition when operators are armed with the call handling skill of "listening" mistakes are less likely. If an operator is trained to listen to the caller, the call goes very smoothly.

Call Handling Solutions

Call handling skills are vital in any contact center. The ability to properly manage and handle traffic is the cornerstone of any answering service. By creating call handling solutions an answering service is able to meet the needs of the demanding public. There are many different aspects of call handling skills that are exercised by quality call centers throughout the United States.

Related Articles
  Call Handling - What Steps An Answering Service Goes Through To Handle Your Calls
  Handling Objections in Four Simple Steps (Really)
  Different Call Handling Techniques
  Sales Prospecting is the most important skill©
  Shipping and handling
  Philippines call center jobs- Way to Land at one
  Tips for Effective Appointment Setting - Objections Handling Overview
  What Are The Skills Required For Clerical Work From Home?
  Call Centre: Tech Support Provider
  Tips for Effective Appointment Setting – Handling Objections and Listening Skills
  What is Business Process Outsourcing
  Maximize Revenues©
  Why do organizations outsource the call center functions?
  Handling the Greatest Source of Failed Closes
  The Smack Down: How to Avoid the Google Slap
  The Conflict Transformation of a Leader
  PMP Certification: Route to success
  Train the Trainers on the Art of Handling Difficult People By Thinking Proactively
  DON'T LET OBJECTIONS BE THE "KISS OF DEATH" TO YOUR SALE...
  The Next Generation VoIP contact center solutions

Article Tags: answering service, call center, call handling, phone answering



Related Forum Posts
Re: Five Personality Traits of Successful Business Owners - 1. Focus 2. Ability to Adapt 3. Hard Work 4. Good planning 5. People Skills
Hiring the best people for the job - One of the hardest things I had to do as an entrepreneur was to give up control over a project to someone else. Currently, I am having a professional design my website for me. Sure I can do it myself, or hire someone to do it how I tell them, but what would I learn? Handling the technological side of the business is not my strong suit, so i had to find someone who knew more about the subject than I did and also has done what I want to do before. It has been a learning experience, and the great thing about it is it frees me up to do what I do best in my business, and letting someone else do what they do best. I have been brought up with the mindset that [i:vazquuoz]if you want it done right you [/i:vazquuoz][i:vazquuoz]have to do it yourself[/i:vazquuoz]. I am slowly but surely weening myself away from that mindset and learning how to delegate more effectively. Now I am extremely selective on who I hire, and my goal is to surround myself around people who are smarter than myself in their area of expertise.
Re: Books for Business Owners - Hi DougSchadle, Thanks for sharing your favorite business book with us! A good book I'm reading now is "Maximum Achievement: Strategies and Skills That Will Unlock Your Hidden Powers to Succeed" by Brian Tracy as it was a birthday gift from a friend. Tracy's book is helpful in identifying what's important in your life and then setting an action plan to achieve it.
Re: need pricing help please - I agree that allowing customers to choose digital or physical product delivery is a good idea. If you are handling large volumes of orders then outsourcing the process is an excellent idea. Handling physical orders yourself is a demanding occupation, as I know from experience, but on the other hand, if you are doing it on a small scale it also gives you some good opportunities to personalize your service with hand written compliment notes and so forth. Also, you can learn a lot from your customers if you deal with them through every part of the sales process. Once sales volume picks up, outsource the operation - you'll probably save money as well as time. DH
I answer my phone - when I worked in the Call Center we had to say "Good XXXXXX, Andy speaking, How may I help you?" imagine saying that over and over again. It kind of sticks with you. It's been a few years now but I've kicked off "How may I help you?" part.


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

Adapting to Technology and the Internet

Top 7 Tips to Real Estate Agents’ Success

What is Give Back Marketing?

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.