Telephone Call Handling - Part Three: The Enhanced Service

Your diary filled for you ...


In an ideal world, we’d all like to cut out the boring (but necessary) stuff and spend our days converting prospects into customers and doing the work we love. Unfortunately, the life of a business owner just isn’t that simple ...

Working with an enhanced call handling service really can make your customer service seamless!

Working with an enhanced call handling service really can make your customer service seamless!

copyright: dolgachov / 123rf stock photo (licensee)rem

Depending on the size of your business, there’s payroll, staff rotas, office logistics and all sorts of other things to think about. So why wouldn’t you use a service that can make your life just that little bit easier?

"An enhanced telephone call handling service does exactly that!"

We've spoken about just answering the phones, we've talked previously about a virtual receptionist; A fully enhanced call handling service means you get:

  • Your calls answered and handled (meaning there’s no reason to call back)

  • Your enquiries captured on the first call

  • Your appointments booked and diary managed

  • Your payments taken

  • Your email correspondence handled

  • Your face-to-face appointments confirmed

  • Your follow up calls arranged

The difference with having your calls handled when using our enhanced service is that there is little the call handler doesn’t know.

The person answering the call will have extensive knowledge of your business, so the caller will be unaware that they aren’t speaking directly to you or your team.

However, a call handling service is only as good as the information you give them so to truly make the most out of using one, you need to ensure they are kept up to date with what’s going on within your business.

Having your diary managed and your appointments booked means there is no need for you to spend time calling customers back to arrange when is best to meet. New enquiries may not want to wait to book in, so getting them on the diary the first time they call is a great way to ensure that they don’t go elsewhere.

Online diary systems such as Google Calendar can be easily shared with your call handling service so that you are all working on the same diary, plus you can easily block time out if there are mornings or afternoons that you need keeping free.

At The Office Genie we also work with a number of different cloud-based booking systems, so if it’s easier for you, we can access your diary meaning that none of your systems have to change.

Taking payments over the phone eliminates that time you currently spend chasing customers for payment; instead, it gets the money in your bank, there and then with no fuss.

For some of our clients, we are responsible for taking a deposit payment and then calling back a few weeks later to process the final payment. These days, card payments and online payments are so common that it’s almost a necessity to offer this service.

Management of your email correspondence means your enquiries can be chased up for you. Your call handling service can call anybody that has enquired to you via the web or email and give them the information they are after and even get them booked in to see you.

For some clients, we now even follow up on their social media enquiries as it’s becoming increasingly common for people to request information via Facebook, Twitter or LinkedIn.

"We understand how valuable your time is!"

The last thing we would want is for you to turn up to a cancelled appointment. A call handling service can confirm your appointments for you to ensure that this never has to happen! Having access to your diary means it’s easy to see who is booked in for the following day and the calls can be made accordingly.

Another great thing about enhanced call handling is having your follow up calls done for you. If you work in an industry where you like to get feedback from your customers, you can acquire this, whilst at the same time impressing your customers by showing that you value their opinion. Plus you’re still not using any of your own time!

Many people use our enhanced call handling service to focus on growing their business, some because they spend much of their days unavailable and therefore need the back office support, and some because they simply want the peace of mind that we’re there when they need us.

However, the one thing that they all have in common is that they realise the benefits that having more time can give them and working with an enhanced call handling service really can make your conversion and customer service process seamless!

Until next time ...



More about Charlotte Quatrine ...

I recently graduated from Leeds Beckett University with a degree in Sports Marketing. Throughout my studies, I worked as a part-time waitress at Pizza Hut before graduating and starting my role as Marketing Genie here at The Office Genie.

Entering and adapting to the full-time working world has allowed me to learn so much, overcome all sorts of new challenges and do things I never thought I could do. Working in marketing ensures there is never a dull day as one minute I might be organising an event and the next I could be out networking with potential clients.

Outside of work my main passion is football. I have played since the age of 11 and am currently a goalkeeper for a local team. I also love spending time with my friends and family, going on holiday and seeing theatre shows and concerts.


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