Call Handling Strategies: Ring It On!

Customers are ringing in. How do you answer?

Self-storage software company Storable surveyed over 1,000 tenants and shared the results in their Spring 2024 Tenant Insights Report. Asked about Customer Service, 39% of the respondents consider it very important and 44% consider it somewhat important. That means 83% value customer service. As for the type of customer service channel they prefer when needing assistance, 32% prefer in-person at the facility, 30% prefer phone support and the rest prefer email (15%), live chat (14%) or self-service options (<10%). But even those who prefer in-person or other channels will use phone support at some point.

Therefore, effective call handling remains a key factor in customer satisfaction and even in the operational efficiency of a business. So what's the best strategy for managing calls? Here’s a comparison of 4 call handling strategies and their impact on business.

Multitasking Staff

Having one or more multitasking staff handle calls can offer a personal, human touch. They know your business inside out and can provide tailored service. However, this strategy has its limitations. 

It may not scale well as your business grows and call volume increases. Moreover, the quality of service may suffer during busy times or when other tasks need their attention. The staff member might be overwhelmed, leading to missed calls or rushed conversations. Lastly, this approach relies heavily on staff skills and availability. Any absence or turnover can disrupt your call handling. One missed call could easily turn into lost revenue.

Answering Machine

An answering machine is a cost-effective way to manage calls. It ensures no call goes unanswered, even after office hours or when staff is unavailable. But, it lacks the personal touch of a live person.

Customers may feel frustrated if they can't speak to a human, especially for complex queries or urgent concerns. Also, an answering machine can't handle multiple calls simultaneously. This could lead to lost business opportunities during peak times. Lastly, relying solely on an answering machine may give an impression of a less professional operation.

Answering Service

Though it will cost more than an answering machine, an answering service offers a more personalized approach to call handling. Third-party operators handle calls, providing a human touch. This strategy could provide extended business hours or even 24/7 availability. It's a good option for businesses that receive calls outside regular hours.

However, operators may lack in-depth knowledge about your business. This could lead to miscommunication or misinformation. It could also cause delays in providing answers when customer concerns first need to be relayed to or consulted with the business.

Call Center

A call center also provides the human touch but it's a more comprehensive call handling solution for businesses. It involves advanced technology and staff specialized in answering inbound calls and even making outbound calls. The staff are trained to address a wide variety of concerns from simple to complex queries, technical issues, bookings, payments and more.

One advantage is providing in-depth and consistent customer service, especially for businesses operating in multiple locations. Another advantage is its ability to handle higher call volumes efficiently. This can significantly improve customer experience.

A call center might initially seem more expensive than a multitasking staff, answering machine or answering service. However, depending on the call center you go for, you could actually be saving more due to reduced operational costs in the long run.

Which is the right strategy for your business? 

The goal is to enhance customer experience and ensure business profitability. But choosing the right call handling strategy depends on your business needs. Top considerations are budget and customer expectations. It's important to weigh costs against the benefits. A higher initial cost may lead to better customer retention, increased revenue and business scalability. 

Considering to set up a call center for your business? Look no further. Nitro Impact has over a decade of proven expertise as a call center service provider.