The benefits of outsourcing call handling


Like it or not, the telephone is an important part of any business. Whether it be an enquiry or problem, consumers expect prompt service, and it is for this reason, many companies prefer to use call handling. Typically they will have the ability to deal with a large number of simultaneous telephone calls. In addition to this, they log all contact and screen calls, referring them to relevant departments, allowing the client’s organization to concentrate on efficiency and performance.

A call handling solution

A telephone answering service is a centralised base which receives and transmits large volumes of telephone calls. A typical environment would include an integrated computer based system that can be connected to a corporate network or LAN. Each operative would sit at their own terminal with a headset, and is able to transfer calls to relevant departments, while speaking with customers in real time.

Apart from being able to deal with a large number of telephone enquiries, call handling will

  • Transfer the caller to the right department
  • Measure the outcome of each call automatically
  • Implement a queue system and remind operators how much time each person is waiting
  • Measure the number of callers that hang up while waiting
  • Integrate email, fax and internet media

call handling

What are the benefits of outsourcing?

As many large corporations have discovered, calling in a professional outfit to handle the incoming calls, allows your staff to focus on other aspects of service, while the call handler answers all enquiries in a polite, professional manner. Customer service is an important part of any business and with a 24/7 call center, your clients will receive a prompt response at any time of day or night. The development of Internet technologies allow a company in Europe of USA for example, to hire an Asian based company to handle all their calls, which considerably cuts down on cost.

Today’s market

The contact management industry is firmly established and works hand in hand with all types of business, helping them to improve performance. Leading call handlers such as Message Direct, offer the client a total contact solution that provides a professional response to customer needs.

What kind of business would benefit from this service?

Outsourcing can help all organisations that receive multiple telephone calls, even small business. There are several packages available to the client, depending on the nature and volume of their traffic.

These are just a few examples of industries that use this service,

  • Mail order catalogue
  • Telemarketing
  • Help desks, primarily connected to IT technology
  • Car showroom and service centre
  • Market research


Due to continued software development, they can now analyse every step of their operation and make appropriate changes to maximise performance, enabling them to receive an increased numbers of calls. The latest technology involves the “universal queue”, system that standardises phone, fax and all internet based communication, into a single stream, which is then dealt with accordingly.

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