FEATURE
SIX CRIMES OF CALL HANDLING
Simple mistakes in call handling are blighting UK businesses and hampering their growth, reputation and profitability, according to Simon Burlison from Moneypenny, which handles 13m calls for 13,000 clients each year.
handlers that don’t know how to put calls through or who’s in the office are common gripes about poor phone etiquette.
Call-handling should be part of the induction process and cover manner as well as the technical side of things. Call handlers need access to shared diaries and up to date employee lists to ensure that they have the information they need to be effective and helpful.
Unpredictable service When it comes to call-handling, consistency is key, yet for many businesses, the quality of service is hit and miss and highly dependent on who answers.
Endless rings We use the phone to speed up communication, which is why endless rings and slow response times are a serious gripe. Data reveals that 69% of callers won’t leave a voicemail, so tardy call answering will quickly turn into lost opportunities and frustrated customers.
Answer calls swiftly and don’t leave callers on hold. Avoid putting calls through to voicemail if you know someone is away take a message instead so that they feel confident their enquiry is valued.
Robotic receptionists The culture that you’ve spent years perfecting should shine through in your employees’ telephone manner. It all comes down to personality yet too many phone handlers sound scripted, unprofessional or even bored which can be an immediate turn-off.
It may sound silly, but simple things like smiling when answering the phone can make a real difference and make you sound more engaging and friendly. It also helps to make conversation with callers. As they say, ‘people buy from people’ so being personable helps to put clients and prospects at ease.
Poor organisational knowledge Most companies understand the importance of investing in regular training – but few include telephone answering. Call
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When calls are redirected to other departments during busy times it can result in less than professional, curt and ill-informed call handling as people are interrupted from their work. Always put guidelines in place around company standards but better still, consider an overflow call handling service to ensure consistent quality customer care when front of house teams is busy.
Failure to return calls Failure to pass on messages to allow for return calls to be made erodes goodwill and can ruin valuable opportunities.
If you leave a message, you expect it to be returned. When calls are cascaded to other departments, messages might be taken but not passed on. They should always be captured accurately and efficiently.
Non-inclusive hours With voicemail proving a turn-off for customers, businesses becoming unavailable at 5.31pm is a major source of frustration.
Around 10% of business calls take place outside working hours and in an 24/7 age it’s particularly frustrating for consumers if they can’t reach organisations when it suits them. By investing in telephone answering support, businesses can capture every lead, whatever time of day. The possible return on investment is huge – with a third more enquires handled in some cases.
By mastering the art of call handling, businesses can maximise their calls and boost their bottom-line in the process. With the right support, telephone communication can be transformed into a vital tool to improve the customer experience, drive revenue and get ahead of the competition.
www.moneypenny.co.uk twitter.com/TomorrowsFM
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