What is Call Handling?
Call handling refers to the process and techniques used by call center agents to manage customer calls effectively — from greeting and inquiry resolution to closing and documentation. Good call handling leads to faster resolution, improved customer experience, and higher efficiency.
Why Call Handling is Important
Every interaction influences customer perception. Consistent, empathetic, and professional call handling can increase customer satisfaction (CSAT), promote loyalty, and reduce repeat calls.
Key Components of Effective Call Handling
1. Prompt Answering
Responding quickly to minimize wait times.
2. Clear Greeting
Introducing yourself and your organization politely.
3. Active Listening
Paying attention without interrupting.
4. Empathy & Tone
Showing understanding and professionalism.
5. Resolution
Providing clear and accurate answers.
6. Confirmation
Repeating back to ensure understanding.
7. Proper Closure
Ending the call politely and with appreciation.
8. Documentation
Logging call outcomes accurately in CRM.
Call Handling Skills to Develop
– Communication and listening
– Emotional intelligence
– Product knowledge
– Multitasking
– Conflict resolution
Call Handling Best Practices
– Use call scripts for consistency, but remain conversational
– Pause and clarify when needed
– Mirror customer language for connection
– Control the conversation without rushing
– Follow up when promised
Tools That Support Better Call Handling
– CRM systems for faster access to data
– Knowledge base platforms
– Call scripts and dynamic prompts
– Real-time monitoring and coaching tools
Related Topics for Further Reading
– Call Flow
– Call Script
– Call Coaching
– CSAT (Customer Satisfaction Score)
– CRM (Customer Relationship Management)
