Jenny Eaton

Call Handling: Necessity Or Irrelevance?

Come on people, pick a side ...

Posted on: 17/04/2014   By: Jenny Eaton

Today, I'm not going to focus entirely on call handling! I'm fascinated by the latest Twix adverts. As the marketing Genie, I'm responsible for finding ways to get people to think and talk about our call handling service ...

Some people think call handling is irrelevant, though our clients believe it's a necessity, even after just a few weeks! Which side are you on?

Some people think call handling is irrelevant, though our clients believe it's a necessity, even after just a few weeks! Which side are you on?

So I do spend time admiring the ploys that other people use? I am also a bit of a wordsmith (you only have to ask the other Genie's - sometimes they feel as if they need a dictionary to understand me) so I love the acrobatics of the thesaurus in the twix adverts.

"Saying the same things in different ways is something that we do a lot of in marketing."

I have to say, each time I have seen them recently they have made me think - what could we play with when it comes to our advertising? As a small company with a limited marketing budget, we have to not only be clever with our ploys, but clever with the budget.

Everything we do needs to deliver as it's considered direct response marketing. We don't have the budget to deliver high quality, seriously clever, award winning ad campaigns, but that's not to say we can't reconsider some of the stuff that we do.

There are some tactics that we do employ though. If you have followed our blog over the past 3 years, you will have seen that we theme them. The reason is quite simple - it's so much easier to talk about call handling every week if you are looking at it from a different angle.

There is only so much we can say about it - and finding new ways to say it can get difficult - but with our themes for the blogs we can equate our view of call handling to the monthly theme which makes it so much easier.

We start each blog post in note form, then think "What is the theme? What is the topic? What points do we want to make?" From there, we get writing. So, if I was to equate call handling to Twix, my notes would look something like this:

  1. Genies Love Chocolate!

  2. Call Handling vs Basic Message Taking.

  3. You can't have call handling at basic message taking prices.

  4. Call Handling - high quality representatives for your company every time the phone rings.

  5. Basic messages - a poor representative of call handling - trying to compete in the same market but not giving the benefits they are supposed to.

  6. Two sides, very different offerings - ultimately, you have to pick a side!

  7. SME Owners forget that for every interruption, they lose the length of the call plus 10 minutes whilst they check email, check Facebook, have a chat, make a coffee. Without the interruption they would have finished the task before taking a break.

And for those of you who think it's irrelevant for your business, let me list the types of organisation we work with:

  • They include hair salons, botox clinics, engineering firms, labelling firms. We book quotation appointments for domestic cleaning firms, made to measure carpets and blinds. We are the receptionists for firms of IFAs, Insurance Specialists, a Crane firm, Bus graphic design teams, chimney sweeps, solicitors, accountants, trainers, consultants.

  • We answer a 24 hour support line for several IT support firms. We take orders for concrete blocks, furniture, food, holistic oils. We have clients that work from home, have multiple offices in the UK, some are internet based, some are full time, several are part time and some even have full time jobs.

  • We deal with callers from around the world; we look after a business blogging platform, graphic designers, SEO specialists and several brand and marketing companies. We look after estate agents, decorators, roll cage manufacturers, debt collectors, events and PR firms, a forecourt specialist, garages, security firms, personal trainers, fat freezing clinics, printers and lighting specialists.

The list is nearly endless!

"The decision regarding employing a call handling service should not be entirely cost based, but part of the strategy and future growth of the business.

Growth is held back when the business owner answers their own phones!"

I'm always interested in seeing the variety of ways in which companies market themselves. Let me know in the comments the best pieces of marketing you have seen!

Of course, if you want to talk call handling for your business, then call us on 01604 529170. Most of our clients find us a necessity after just a few weeks of using our service!

Until next time ...


More about Jenny Eaton ...


I love playing with words and I have dreamed of being a writer since I was a child. With a romantic idea of scribbling away in a cold attic room with my trusty fountain pen. I have always dabbled, but until now it’s not come to much.

When I started with The Office Genie it was to provide me with a part time income to support my writing. Over time though I have developed into the Marketing Genie on a full time basis. I love it, I get to play with words all day as I try to share the dream and the passion that Jacqui has turned into The Office Genie. My work involves blogging, letter writing, email writing, web copy writing, e-book writing, campaign planning, strategy planning, social media interactions – it’s like I write and talk all day every day, my parent would say it’s the ideal job for me!

My first blog posts were about my day to day life as a Genie but they are growing into sharing my view of the business world. I am passionate about helping small businesses be the best that they can be, standing out from their competition in the small things that come together to give an impression of great service – to find out how we can help you should call me on the number below.


+44 (0) 1604 529170


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