Answering and effectively managing calls can be an effective way of increasing the productivity and success of a business. From enquiries and new leads, to repeat business, a business’s call handling strategy can be an essential part of a business’s reputation and profitability. However, many businesses, large and small, can find it hard to stay on top of incoming calls and can often feel overwhelmed and distracted by their other day-to-day tasks.
Enter professional call handling. A virtual service that allows a third party to take over a business’s call handling and management. Keep reading to see all the benefits of professional call handling and see if it’s something you could benefit from.
8 Benefits of Professional Call Handling
The decision to outsource your business communications is more strategic than ever. In today’s competitive market, a seamless customer experience is non-negotiable. Professional call handling services not only manage volume but also ensure every interaction reflects your company’s high standards, a core element of quality customer service.
For businesses operating in sectors like restaurants or retail showrooms, where out-of-hours support and rapid response are crucial, this service becomes an essential part of maintaining operational excellence and securing a valuable competitive advantage. Outsourcing call management allows your teams to concentrate on their primary roles, driving growth, and innovation, confident that your communication channels are expertly handled around the clock, a concept further explored in our guide on how 24/7 monitoring improves efficiency in facility management.
Professional Switchboard
A major benefit of professional call handling is that they can act as a professional switchboard, vetting calls and directing them to the necessary individual. This not only saves employees time transferring calls themselves, but it also provides better customer service for the caller, due to providing a professional and organised call experience. This streamlined process is vital for larger operations, such as those in the manufacturing and waste recycling monitoring sector, where time-sensitive enquiries must reach the right department instantly.
Flexibility and Scalability
Outsourcing your call handling enables a business to have full control and flexibility. The majority of call handling services have a flexible approach and will be able to adapt to each business’s needs. Whether that be out-of-hours call handling or sick leave and holiday cover for an in-house receptionist.
Furthermore, outsourcing provides scalability—the ability to easily increase call capacity during peak seasons or for specific campaigns without the heavy investment in new staff, equipment, and training. This adaptability is particularly valuable for businesses like student accommodation providers who experience huge influxes of calls during term-change periods, as detailed in our guide to out-of-hours call handling. This ensures consistent service quality, regardless of call volume fluctuations.
Out Of Hours Support
Don’t have the capabilities to answer incoming calls out of hours? This is a major benefit of professional call handling and allows for customers to reach a business any time of day, at a time that suits them. This is especially critical for services where emergencies can happen at any moment, such as fire alarm monitoring or general building maintenance. By providing reliable 24/7 call handling, businesses ensure critical issues are never missed and are always addressed, protecting assets and people, a key consideration for companies offering lone worker support.
No Wasted Time on Cold Callers or Spam
Cold callers are not only annoying for employees but they also lower productivity and waste valuable time. With professional call handling, employees will no longer have to deal with cold callers and will only be put through to legitimate calls. This vetting process is a significant time-saver.
No Missed Calls = More Opportunities
A professional call handling service will guarantee that no call is ever missed. When employees are responsible for call handling it’s likely that some calls will be missed throughout the day, due to the employee having other meetings and responsibilities that mean they can’t be by the phone. Any call could be a new opportunity for a business, so it’s vital that all calls are answered and managed effectively.
The financial impact of missed calls is substantial; in fact, research often highlights that a significant percentage of business enquiries are still made via telephone, and an unaddressed call can directly translate into lost revenue and a customer turning to a competitor. Outsourcing this function helps businesses across all sectors, including office environments, maintain a consistent presence and capture every potential lead, improving customer acquisition and retention rates.
Provide High-Quality Customer Service
All call-handlers within a professional service are highly trained to offer a premium level of customer service and experience. They are very experienced and therefore have the ability to consistently provide a high-quality phone conversation in line with the client’s brand and business type. They will be able to answer customer questions as well as direct them to the right individual quickly and effectively.
Modern customer service requires more than just politeness; it demands efficiency and knowledge. The integration of advanced call centre technology, often used by professional services, allows for quick access to customer history and clear escalation paths, ensuring complex issues are dealt with swiftly. This is a critical factor in building long-term customer loyalty and is a key driver for successful businesses, as highlighted by a report from Zendesk on customer experience trends, which shows the increasing importance of fast and efficient resolution.
Reduced Employee Stress and Improved Wellbeing
Constant calls and replying to missed calls whilst trying to perform their main job role duties throughout the day can be quite stressful for employees. This stress can impact their overall performance as well as their wellbeing. A recent study revealed that one in four (24%) people in the UK feel stressed more days a month than they don’t, demonstrating that workplace pressure remains a significant issue.
professional call handling service will take this stress away so employees can focus on their other tasks, fostering a healthier and more productive work environment.
Focus On Your Core Business and Growth
Many employees often get side-tracked by following up on or taking incoming calls. This can massively affect their productivity and they can lose focus on the priority tasks at hand, especially if they receive pressure to answer all calls. By outsourcing call handling to a professional service, a business can focus solely on the important tasks they need to do in order to grow and make the business a success.
This shift in focus is central to our philosophy at RMS, allowing clients to dedicate their resources to core competencies while we manage the complex, non-core tasks like non-security monitoring and other administrative duties.
The Strategic Advantage of Call Handling in a Connected World
In a world increasingly dominated by digital communication, the human element of a phone call retains significant value, particularly when dealing with urgent or complex matters. Outsourcing your call handling is no longer just about freeing up internal resources; it’s about establishing a resilient, 24/7 communication infrastructure.
For businesses managing properties, a professional call handling service can integrate seamlessly with systems for remote site access and air conditioning monitoring, acting as the first point of contact for service requests, escalating issues instantly to technicians, and documenting everything accurately. This ensures rapid response times for both security and non-security critical events, a practice explored further in our article on key advantages of combining monitoring systems. Investing in this kind of support is an investment in your business continuity and customer satisfaction, providing a significant strategic uplift.
Professional Call Handling with RMS
At RMS, we provide professional call handling through our Helpdesk Solutions service. This includes all call and messaging handling and switchboard solutions so that all calls are dealt with accordingly, delivered correctly and any escalations are dealt with as appropriate. This service is underpinned by our commitment to why choose us for reliable, professional monitoring and support.
For more information and for a FREE quote get in touch with the RMS team. Call us on 0330 002 1149 or get in touch online today.
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