Call handling refers to a call center agent addressing a customer’s queries, sales, or after-sales service needs over the phone. It is a structured and strategic process for managing calls to achieve efficiency and effective customer satisfaction.
Call center service or efficient communication is essential for every business’s growth. In this guide, you will learn about different types of call handling, the required skills, foundational technologies, and more.
Core Types of Call Handling Approaches (Categorized by Method/Style)
There are different types of call handling approaches in this industry. The differences are very pronounced depending on the type of call you make. In a nutshell, every type of call handling is described in a very comprehensive way.
Scripted Call Handling
Scripted call handling is the undisputed king of all types of call handling because the leader in your organization provides you with a line-by-line written script, sometimes referred to as a modality of service.
It helps you, as an agent, determine the appropriate steps to take for every situation that may arise with the customer; everything is documented. All you need to do is follow the script and communicate clearly with an empathetic tone of voice.
Characteristics of Scripted Call Handling
- Structured
- Strategic
- Clear
- Comprehensive
- Consistent
There are some advantages and disadvantages as well, let’s find them out in the table below:
| Pros | Cons |
| Using a script ensures that the same information is provided to all customers, which increases trust and reliability | It can lead to impersonal interaction |
| A well-structured script enhances agents’ confidence while they are on call. | Scripted call handling can kill agents’ creativity |
| It helps become proficient and reduces time | Sometimes it may sound robotic |
| Scripts improve overall productivity | Need extra effort on offline practice |
Best Use Cases
Several situations demand scripted call handling to increase professionalism, time efficiency, and agents’ confidence. Such as:
- Greetings
- Saying sorry to the customer
- Refund request
- Resource sharing
- Closing a call
- Complaint handling
- Collect feedback
- Issue resolutions
Example: Good morning/afternoon/evening, this is [Agent Name] with [Company Name]. How can I help you today?
Guided or Semi-Scripted Call Handling
Semi-scripted call handling involves a written script that assists you as an agent when speaking with a customer. It provides structure and efficiency, enabling agents to converse more naturally and effectively. Specifically, it serves as a guide for agents to follow, covering key points during customer interactions.
Characteristics of Semi-Scripted Call Handling
- Structured framework
- More conversational and natural
- Flexibility
- Key information coverage
- Adaptability
| Pros | Cons |
| Semi-scripted call handling increases Efficiency | Sometimes it may feel robotic |
| It helps improve Productivity | Reduces creativity |
| Semi-scripted call handling provides Flexibility | Over reliance |
| Improved training and customer satisfaction | Time consuming |
Example: Customer: “Yes, I’m interested in knowing more about the [product/service].”
Agent: “Great! We offer [briefly explain the product/service and its benefits]. Have you had a chance to look at our website or any brochures we sent?”
Best Use Cases
Guided or semi-scripted call handling is effective, and it is being used in several services like:
- Sale and prospective
- Customer service and management
- Complex customer management
- Legal service
Empathetic & Customer-Centric Handling
Empathy, in its simplest form, is the ability to understand customers’ feelings and needs and respond authentically and responsively. Nowadays, good customer service is evolving into artificial intelligence, but a study reveals that 96% of customers still seek empathy in service interactions.
Characteristics of Empathetic & Customer-Centric Handling
- Showing empathy
- Active listening
- Clear communication
- Natural human touch
- Building trust and rapport
- Personalization
| Pros | Cons |
| Increases brand value | Potential misuse |
| Build company reputation | Cultural resistance |
| Creates a loyal customer | Need high training |
| Increases revenue | Risk of poor decision |
| Positive word of mouth | Misinterpretation |
Best Use Cases
Empathetic and customer-centric call-handling real-time use cases are:
- Cold calling center
- Mitigating an emotionally charged customer
- Build a strong rapport with the customer
- Addressing customer complaints
Consultative & Problem-Solving Handling
Consultative and problem-solving call handling is a collaborative and client-centric approach. Consultative calls should include words like please, thank you, and everything you learned in kindergarten. You need to identify your customers’ needs and understand what they are going through, and this type of call should not last more than 15 to 20 minutes.
During this time, avoid asking open-ended questions that make your customer feel like they need you. Now, let’s explore some characteristics of consultative and problem-solving call handling.
Characteristics of Consultative & Problem-Solving Handling
- Excellent communications
- Problem solving
- Active listening
- Service knowledge
- Promptness
- Questioning techniques
- Focus on the solution
| Pros | Cons |
| Enhance decision-making | Time consuming |
| Better time management | Resource intensive |
| Increase creativity | Can be subjective |
| Improves time management | Resistance to change |
Best Use Cases
- Complex technical issue solving
- Handling emotional and angry customers
- Building a relationship with the customer
- Sales and onboarding
Automated & Self-Service Handling (Technology-Driven)
Automated and self-service call handling involves using technology to provide solutions, reminders, and answers to customer queries. As time passes, technology continues to advance, and customer service becomes increasingly efficient.
Automated call centers utilize interactive voice response (IVR) systems and virtual assistants to streamline customer interactions. These tools help handle repetitive and monotonous tasks, allowing humans to focus their time on complex and creative work.
Characteristics of Automated & Self-Service Handling (Technology-Driven)
- 24/7 availability
- Cost effective
- Scalability
- Automation of repetitive tasks
- Personalization
- Knowledge-based service
| Pros | Cons |
| Cost effective | Overreliance |
| Reduce it overload | Lack of personalization |
| Reduce time consumption | Technical issues |
| Always available | Unable to handle complex and unique issues |
| Consistent and effective | No empathy |
Best Use Cases
Nowadays, automated and self-service call handling is being widely adopted to reduce the workload from mundane tasks. Its actual use has become essential for providing basic information, handling queries, collecting feedback, and sending reminders. Let’s see where it fits perfectly:
- Real-time call analytics
- Customer queries
- Outbound campaign
- Call routine and triage
Factors Influencing the Choice of Call Handling Type
Different types of facts may help you choose the best call answering service for your company. It is crucial for your business to identify its needs and accordingly choose the best fit. Let’s dive into the facts that may be considered when selecting your call handling type.
- Nature of the Call: what kind of service or you are selling is also essential to chose call handling type like like if you are on sales then for creative works like reminder, feedback basic queries can be helpful if you decide automated call handling service but for promotions or making sales script or semi scripted call handling would be better for more efficiency in work.
Sales can be more beneficial if you have experienced agents with problem-solving ability on call. For resolving complaints, scripted call handling is a more effective option.
- Complexity of the Issue:
Simple query: for simple queries, automated customer service is perfect because it does not require any extra intelligence or promptness. Moreover, it’s a repetitive task. Therefore, providing IVR or any automated call-handling service fits it better.
Multi-faceted problem: Multi-faceted problems are complex and require agents with specialized knowledge. They need human-to-human interaction, document forwarding, and the application of empathy; so here, semi-scripted or problem-solving call handling is the best fit.
- Customer Profile & Expectations: Before placing a call to a customer, you must review their details. For high-profile customers, automated calls can be unhelpful to your business.
Meanwhile, emotional and tech-savvy customers will also prefer interacting with a human agent to obtain a solution from someone with better problem-solving skills. In contrast, no-tech or everyday consumers find automated or fully guided/scripted calls perfectly acceptable.
- Business Goals & KPIs:
Efficiency: For efficiency, IVR is one of the best-suited solutions for achieving business goals and meeting KPIs, as it takes less time, is cost-effective, and provides valuable insights.
Satisfaction: Customer satisfaction continues to depend on empathy and engagement. Therefore, a semi-scripted or problem-solving call is required to ensure customer satisfaction with the service. However, for some customers, automated calls may also be satisfactory, so it depends on the customer’s nature and how they prefer to experience the service.
Resolution: solving complex issues always requires a skilled agent to handle. A script can be helpful, but a semi-scripted, knowledgeable agent is the best choice for this kind of call handling.
- Agent Skill Set and Training: Depending on the agent’s skills and training, the call-handling type can vary. Let’s differentiate those states in a nutshell.
New vs. experienced: As a new call center agent, scripted call handling would be better. In contrast, experienced agents can use semi-scripted, problem-solving, or consultative call handling effectively.
Technical vs. soft skills: for technology solution-based calls, sometimes a scripted or semi-scripted approach with the agent’s knowledge is a better fit. On the other hand, a soft-skilled call-handling agent builds customer rapport by showing empathy; here, non-scripted calls are effective.
- Available Technology & Tools: When your company has the presence of IVR, CRM, and a knowledge-based agent, you can utilize any type of call handling that meets the requirements.
Essential Skills & Technologies Supporting Effective Call Handling
Effective call handling requires both skills and technical support, creating a perfect combination. When you possess skills, experience, and technical support, you become unstoppable in the call handling industry. Let’s explore the key points of both skills and technical support in the details below.
Key Agent Skills (Relevant Across Types)
A skilled agent can bring great value to the company by fostering better relationships with customers. To do so, you need to cultivate certain qualities, such as:
- Active Listening
- Clear Communication & Tone Control
- Empathy & Patience
- Problem-Solving
- Adaptability
- Product/Service Knowledge
- Time Management
- AI skill
- Self-sufficiency
- Quick thinking
Foundational Technologies
Along with skills, a few tech support tools can enhance your call handling quality, and there are some mandatory tools needed in the modern era as well. Let’s disclose those tools below.
- ACD (Automatic Call Distributor)
- CRM (Customer Relationship Management) Integration
- Knowledge Management Systems
- Call Recording & Quality Assurance Software
- AI & Automation Tools (where applicable)
Conclusion
Long story short, all types of call handling are defined above, encompassing every required and enhanced aspect. Whether you are a business owner, call center manager, customer service professional, or team lead, anyone looking to improve phone-based interactions after going through this article, practice proactively and get the result soon.
Additionally, if you are seeking a professional call handling service for your business, in that case, you can rely on CallingAgency without hesitation, as they are one of the top providers in the marketplace.
