Holding the line

With employees working a much broader range of hours, in different ways and increasingly from different work settings and locations, the way businesses handle calls has changed finds Helen Strother

Call-handling can present various operational challenges. They need the technology and tools to support hybrid working and systems that ensure frictionless, efficient, and fast communication with others. On the most fundamental level, organisations must ensure they can quickly transfer calls, irrespective of their colleague’s location, and provide a professional and fast response.

To do this, some organisations have dedicated in-house call handlers, while others use outsourced support or a blend to help them respond to hybrid behaviours.

For Andrew Ellis at outsourced FM business TCFM, changes to call-handling practices stem from a greater choice over how, when and where we work. He says, “Some colleagues like to be in the office, while others prefer to be hybrid. We must be very supportive and accommodate both options, which means we need the right tools to ensure communication is seamless.”

Jess Pritchard from Moneypenny says this mixture of in- and out-of-office working has created pain points for many companies.

She says, “We know some businesses are still trying to cope with legacy phone systems that aren’t set up for hybrid working. Agile systems and access to shared diaries are necessary so those answering the phone know how to route calls and where people are, especially as hybrid working means most organisations don’t have a line of sight with their team anymore. Scalable communications tools that support agile working and ensure calls are directed, answered and handled efficiently are necessary. The location of your people should not compromise the caller’s experience. It’s one of the reasons why we invested in our Teams integration – so that keeping track of remote workers’ availability and transferring calls is an easy task.”

ANALOGUE TO DIGITAL

With the forthcoming analogue phone switch-off, traditional phone lines will no longer be available, and all calls will be transmitted over the Internet using Voice over Internet Protocol (VoIP) technology. For those trying to embrace hybrid behaviours, this should be welcome news, as it will make it easier to transfer calls regardless of your team’s location.

Cashless payment and Electronic Point of Sales Systems (EPOS) business VMC is one business that has recently moved to a VoIP phone system. However, VMC’s Laura Barwell finds having call-handling teams in the office hugely beneficial to their work. She says, “Our call-handling team is 100 per cent office-based with flexibility as required. The office environment seems to help our helpdesk team as there is an easy and clear line of communication. They can overhear conversations and work as a team to resolve the call. While it is possible to mimic this with call notes or communication via Teams, we find it’s not the same as sitting together.”

Moneypenny’s Pritchard advises: “Outsourced solutions –fully outsourced or overflow support generally offer the flexibility and resources to adapt as call demand changes – whether for a busy time of year or to pick up extra calls when your in-house team is at lunch.”

Call volumes have declined in some sectors in the last few years, but call durations are increasing, as people pick up the phone when they have more complex or sensitive needs. Becky Clifton, Head of FM at construction and refurbishment business Cubicworks, says, “It is urgency that makes the phone ring in our organisation, so we must be ready and responsive when they call.”

It is no surprise that in-house dedicated call-handling teams are still in demand. Dan Thompson from recruitment agency Randstad, specialises in FM and call handler recruitment. He says, “Businesses are investing more in their people, including their call-handling teams. In a competitive market, candidates are aware of what’s on offer. Better laptops, software, headsets, and great working environments are all key to attracting and retaining the best call-handling talent.”

But he also stresses it’s about having the right people. “Soft skills are the most important thing when hiring call handlers. A person’s telephone manner is important as they are the voice of your business. Attention to detail and working multiple systems is important too.”

Moneypenny is well known for its high standards of customer care and its approach to call-hander training. Says Prichard, “We combine brilliant people with powerful technology to answer calls for clients as if we were in their office and part of their core team. A culture of fun, support and career development has been instrumental in attracting the best talent. When people are passionate about customer care, it comes across – whether over the phone, via Teams or other tools like live chat.”

Looking ahead and considering how call handling might change, Dan Thompson expects AI to change the requirements and role of call handlers. He says, “Over the next few years, AI will allow call handlers to become more specialised, reducing the amount of data input needed and offering a much smoother customer experience.”