Call Handling refers to the professional management of incoming and outgoing phone calls in a business setting. This includes answering calls, directing them to appropriate departments or staff members, taking messages, and providing basic customer service over the phone. It's a key skill in office environments, similar to reception duties or front desk operations. Other terms that mean the same thing include "phone management," "call reception," or "telephone customer service."
Managed high-volume Call Handling responsibilities for a busy medical office with 50+ daily inquiries
Demonstrated excellent Phone Management skills while supporting a team of 15 sales representatives
Provided professional Call Reception services and resolved customer inquiries in a timely manner
Typical job title: "Call Handlers"
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Q: How would you handle training new staff on call handling procedures?
Expected Answer: Should discuss creating training materials, demonstrating proper phone etiquette, monitoring calls for quality, providing constructive feedback, and implementing best practices for different types of calls.
Q: Describe how you would improve a company's call handling system that's receiving customer complaints.
Expected Answer: Should mention analyzing current problems, suggesting solutions like call routing improvements, implementing better tracking systems, creating standard response scripts, and training staff on handling difficult situations.
Q: How do you manage multiple incoming calls while maintaining quality service?
Expected Answer: Should explain prioritization techniques, proper hold procedures, efficient message taking, and how to handle multiple lines while keeping callers informed and satisfied.
Q: What system do you use to ensure messages are accurately delivered to the right person?
Expected Answer: Should describe organized message-taking methods, verification of information, proper documentation, and follow-up procedures to ensure message delivery.
Q: How do you greet callers professionally?
Expected Answer: Should demonstrate knowledge of proper phone etiquette, including clear speaking voice, professional greeting with company name, and positive, helpful tone.
Q: What information do you collect when taking a message?
Expected Answer: Should list basic message components: caller's name, company, contact number, reason for call, urgency level, and best time to return call.