Customizing Call Handling Services to Work for Your Business

We’ve talked before about how a phone answering service can be a key ingredient to maintaining  growth and customer satisfaction as people increasingly expect 24/7 availability from your business. Still, it can be hard to trust someone outside your business to know what you and your customers need, especially if you’ve never tried offsite call handling services before – or worse, if you’ve had a bad experience in the past. How can you be sure that your calls will be handled the way you want?

Getting Started

The phone rings, and someone answers it. Then what? When we talk about call handling services, we aren’t just talking about someone who picks up the phone and takes a message; we’re talking about someone who knows exactly what to do with every call that comes in to your unique business. So, if you’re thinking about getting call handling services, you need to ask yourself two basic questions:

1. What information do you want from your callers?

In my experience, most businesses want messages that include more information than just a name, callback number, and reason for calling. In fact, many businesses need different information for different calls. Think about it: if you call your doctor for a prescription refill then it makes sense to provide your pharmacy details, but if you are calling for another reason, your pharmacy information is irrelevant. You can customize your call handling services not just to your business, but also to the types of calls that you receive.

2. How do you want to receive that information?

Customized call handling services also include customized message delivery options. Would you prefer a text message, or is it better to call your cell phone? Do all of your employees have the same contact preferences? Customized message delivery means that you and your employees can decide what messages you receive, when you receive them, and how.

Next Steps

Once you’ve thought about what call handling services you want, you can set about looking for the right phone answering service to provide them. We talk about that process quite a bit on this blog so I won’t get into it in this post except to say: do your research and ask questions. If you take the time to engage in a real conversation about what your needs are and what an answering service can provide, you’re more likely to find the best call handling services for your business.

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