Call Handling

Term from Clerical Services industry explained for recruiters

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."

Examples in Resumes

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"

Also try searching for:

Receptionist Customer Service Representative Call Center Agent Phone Operator Front Desk Coordinator Office Administrator Phone Support Specialist

Example Interview Questions

Senior Level Questions

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.

Mid Level Questions

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.

Junior Level Questions

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.

Experience Level Indicators

Junior (0-1 years)

  • Basic phone etiquette
  • Message taking
  • Transfer calls correctly
  • Use of basic phone systems

Mid (1-3 years)

  • Handle multiple phone lines
  • Resolve common customer issues
  • Manage challenging callers
  • Train new staff on basic procedures

Senior (3+ years)

  • Supervise call handling team
  • Develop call handling procedures
  • Manage complex customer situations
  • Implement improvement strategies

Red Flags to Watch For

  • Poor communication skills or unclear speech
  • Inability to maintain professional demeanor under pressure
  • No experience with multi-line phone systems
  • Limited customer service background
  • Disorganized message-taking habits