![\"technical](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2024\/04\/Technical-support-operator-with-headset-talking.jpg\")
<\/figure>\n\n\n\nWhat is inbound call handling and why is it important?<\/strong><\/h2>\n\n\n\nAn \u201cinbound call\u201d is when a person tries to contact a business via the telephone. \u201cInbound call handling\u201d is a business\u2019s ability to manage the inbound calls they receive. It\u2019s a key area to master as it has a big impact on your business.<\/p>\n\n\n\n
We commissioned Arlington Research to conduct a study into the importance of <\/a>the inbound phone call<\/a>:<\/p>\n\n\n\n\n- By missing 30% of inbound calls, businesses lose $1.6 million in yearly revenue.<\/li>\n\n\n\n
- 64% of calls hang up if they cannot reach a person within five minutes of calling a business.<\/li>\n\n\n\n
- 4 out of 5 people prefer to speak with a human over the phone.<\/li>\n<\/ul>\n\n\n\n
Effective call management captures more leads, more sales, builds trust, and boosts your productivity. Whereas, ineffective inbound call handling does the opposite. While missing a few calls here and there may not seem like a big deal \u2013 the studies show that it is.<\/p>\n\n\n\n
What is inbound call handling\u2019s impact on brand experience?<\/strong><\/h3>\n\n\n\nCustomers\u2019 first impressions matter. And loyal customers who have spent money on your products and services<\/em> expect a good level of service when they get in touch.<\/p>\n\n\n\nProductivity has a risk of overshadowing customer service. Voicemail machines, bots, and AI tools are part of companies\u2019 inbound call-handling strategies but studies show customers would rather talk to a real person:<\/p>\n\n\n\n
\n- 80%<\/a> of customers said customer experience is as important as products or services.<\/li>\n\n\n\n
- 73%<\/a> of consumers say they would rather do business with a competitor after one bad experience.<\/li>\n\n\n\n
- 78%<\/a> of customers who interact with chatbots say they end up needing to speak with a human agent anyway.<\/li>\n<\/ul>\n\n\n\n
AI and bots have value but they can\u2019t deliver exceptional customer service like humans. So the sooner a virtual receptionist talks to a caller, the better. This is often overlooked. Many leads enter pipelines via email inquiry or a lead capture form. From there, they could wait a long time to speak with a receptionist. <\/p>\n\n\n\n
Slow responses invite callers to seek help from competitors. A smooth inbound call-handling process helps deliver a great experience for everyone.<\/p>\n\n\n\n![\"smiling](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2024\/04\/smiling-woman-wearing-headphones-using-computer.jpg\")
<\/figure>\n\n\n\nThe importance of effective call management for small businesses.<\/strong><\/h2>\n\n\n\nSmall and medium sized businesses across the US miss huge amounts of phone calls, which affects revenue, opportunities, and reputations. 45% of all inbound calls generate a new inquiry<\/a>. It\u2019s hard to grow when leads slip away. Just as importantly, those missed calls can tarnish the customer experience and damage your reputation. <\/p>\n\n\n\nMake every caller feel valued<\/strong><\/h3>\n\n\n\nHaving a system in place to answer calls creates a professional image and shows customers you\u2019re there to help. <\/p>\n\n\n\n
Strangely, some of the world\u2019s biggest companies make it tough for customers to get help. The \u201cContact Us\u201d button is hidden away on their websites. And they often direct people to online forums for help, or use bots that aren\u2019t equipped to answer basic questions.<\/p>\n\n\n\n
Simply having your phone lines open with a call-handling process in place can help you get the edge over your competitors, no matter how big they are. <\/p>\n\n\n\n
Boost productivity<\/strong><\/h3>\n\n\n\n3 out of 5 employees juggle answering telephone calls<\/a> with other work. A call-handling process helps you focus on your most important goals as calls will be directed to the right person\/department.<\/p>\n\n\n\n![\"smiling](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2024\/04\/smiling-women-talking-on-the-phone.jpg\")
<\/figure>\n\n\n\nCommon inbound call-handling methods used by small businesses.<\/strong><\/h2>\n\n\n\nCall routing<\/strong><\/h3>\n\n\n\nA call routing protocol is set up to manage the different types of calls, so they can be sent to the right person\/department efficiently. This is a big time saver and valuable customer service tool when you have VIPs or urgent cases on the line who require immediate attention.<\/p>\n\n\n\n
Interactive Voice Response (IVR)<\/strong><\/h3>\n\n\n\nIVR technology automatically accepts calls and guides callers with pre-recorded voice messages and touch-tone keypad inputs; callers navigate themselves to the right department. This way, receptionists have a basic understanding of customer needs before they take the call.<\/p>\n\n\n\n
Call queues<\/strong><\/h3>\n\n\n\nOnce a company reaches call capacity, the overflow is added to the call queue. A pre-recorded announcement will be read out so callers know their position in the queue. There\u2019s also a callback option, where a caller can hang up but their position is held; the company automatically calls them back when an agent is free.<\/p>\n\n\n\n
24\/7 live answering services<\/strong><\/h3>\n\n\n\n
- \n
- By missing 30% of inbound calls, businesses lose $1.6 million in yearly revenue.<\/li>\n\n\n\n
- 64% of calls hang up if they cannot reach a person within five minutes of calling a business.<\/li>\n\n\n\n
- 4 out of 5 people prefer to speak with a human over the phone.<\/li>\n<\/ul>\n\n\n\n
Effective call management captures more leads, more sales, builds trust, and boosts your productivity. Whereas, ineffective inbound call handling does the opposite. While missing a few calls here and there may not seem like a big deal \u2013 the studies show that it is.<\/p>\n\n\n\n
What is inbound call handling\u2019s impact on brand experience?<\/strong><\/h3>\n\n\n\n
Customers\u2019 first impressions matter. And loyal customers who have spent money on your products and services<\/em> expect a good level of service when they get in touch.<\/p>\n\n\n\n
Productivity has a risk of overshadowing customer service. Voicemail machines, bots, and AI tools are part of companies\u2019 inbound call-handling strategies but studies show customers would rather talk to a real person:<\/p>\n\n\n\n
- \n
- 80%<\/a> of customers said customer experience is as important as products or services.<\/li>\n\n\n\n
- 73%<\/a> of consumers say they would rather do business with a competitor after one bad experience.<\/li>\n\n\n\n
- 78%<\/a> of customers who interact with chatbots say they end up needing to speak with a human agent anyway.<\/li>\n<\/ul>\n\n\n\n
AI and bots have value but they can\u2019t deliver exceptional customer service like humans. So the sooner a virtual receptionist talks to a caller, the better. This is often overlooked. Many leads enter pipelines via email inquiry or a lead capture form. From there, they could wait a long time to speak with a receptionist. <\/p>\n\n\n\n
Slow responses invite callers to seek help from competitors. A smooth inbound call-handling process helps deliver a great experience for everyone.<\/p>\n\n\n\n
<\/figure>\n\n\n\nThe importance of effective call management for small businesses.<\/strong><\/h2>\n\n\n\n
Small and medium sized businesses across the US miss huge amounts of phone calls, which affects revenue, opportunities, and reputations. 45% of all inbound calls generate a new inquiry<\/a>. It\u2019s hard to grow when leads slip away. Just as importantly, those missed calls can tarnish the customer experience and damage your reputation. <\/p>\n\n\n\n
Make every caller feel valued<\/strong><\/h3>\n\n\n\n
Having a system in place to answer calls creates a professional image and shows customers you\u2019re there to help. <\/p>\n\n\n\n
Strangely, some of the world\u2019s biggest companies make it tough for customers to get help. The \u201cContact Us\u201d button is hidden away on their websites. And they often direct people to online forums for help, or use bots that aren\u2019t equipped to answer basic questions.<\/p>\n\n\n\n
Simply having your phone lines open with a call-handling process in place can help you get the edge over your competitors, no matter how big they are. <\/p>\n\n\n\n
Boost productivity<\/strong><\/h3>\n\n\n\n
3 out of 5 employees juggle answering telephone calls<\/a> with other work. A call-handling process helps you focus on your most important goals as calls will be directed to the right person\/department.<\/p>\n\n\n\n
<\/figure>\n\n\n\nCommon inbound call-handling methods used by small businesses.<\/strong><\/h2>\n\n\n\n
Call routing<\/strong><\/h3>\n\n\n\n
A call routing protocol is set up to manage the different types of calls, so they can be sent to the right person\/department efficiently. This is a big time saver and valuable customer service tool when you have VIPs or urgent cases on the line who require immediate attention.<\/p>\n\n\n\n
Interactive Voice Response (IVR)<\/strong><\/h3>\n\n\n\n
IVR technology automatically accepts calls and guides callers with pre-recorded voice messages and touch-tone keypad inputs; callers navigate themselves to the right department. This way, receptionists have a basic understanding of customer needs before they take the call.<\/p>\n\n\n\n
Call queues<\/strong><\/h3>\n\n\n\n
Once a company reaches call capacity, the overflow is added to the call queue. A pre-recorded announcement will be read out so callers know their position in the queue. There\u2019s also a callback option, where a caller can hang up but their position is held; the company automatically calls them back when an agent is free.<\/p>\n\n\n\n
24\/7 live answering services<\/strong><\/h3>\n\n\n\n
- 73%<\/a> of consumers say they would rather do business with a competitor after one bad experience.<\/li>\n\n\n\n
- 80%<\/a> of customers said customer experience is as important as products or services.<\/li>\n\n\n\n
![\"team](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2024\/04\/team-discussing-over-a-task.jpg\")
<\/figure>\n\n\n\n![\"business](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2024\/04\/businessman-talking-on-the-phone.jpg\")
<\/figure>\n\n\n\n![\"women](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2024\/04\/women-smiling-and-talking-on-the-phone.jpg\")
<\/figure>\n\n\n\n![\"women](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2024\/04\/women-talking-to-a-customer.jpg\")
<\/figure>\n\n\n\n![\"hand](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/1\/2024\/04\/hand-pressing-the-phone-screen.jpg\")
<\/figure>\n\n\n\n