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What is call handling?

Call handling is simply the management of telephone calls – a call handling service will manage telephone calls for you or your business.

Depending on the type of service you’re looking for, this can mean inbound calls (people who call you), outbound calls (calls to other people) or both.

Outbound call handling

The most common type of outbound call handling is an outbound call centre, who employ hundreds or even thousands of agents to make calls on behalf of a business, charity or individual client.

Companies who use outbound call handling services generally do so for;

  • Telemarketing
  • Telesales
  • Fundraising
  • Customer reminders (appointments, scheduled repairs, warranty expiry etc.)
  • Subscription renewals

Inbound call handling

There are different kinds of inbound call handling services. The main ones are;

A message taking service/call centre – will take short messages for your business and pass them on. A different person (i.e. the ‘next available operator’) will answer each time. They will not be able to answer questions for your callers, but they can pass them on.

A telephone answering service – will manage your inbound calls remotely while appearing to be based within your organisation. You will have a dedicated PA with a small supporting team who get to know you and your business, take detailed messages, capture new business enquiries, transfer calls to the right people, block unwanted sales calls and give the impression of a larger, more professional business.

Most companies who use inbound call handling services do so for the same reasons;

  • To avoid missing leads and new enquiries
  • To extend their opening hours
  • To improve customer service
  • To support in-house call handling at peak times

The #1 telephone answering service

Moneypenny provides a world-leading telephone answering service. You will have your own dedicated Moneypenny PA – someone you know and trust working exactly as if based in your office. When someone calls your business, if you’re unavailable or simply don’t want to answer, the call will pass seamlessly to us.

Take advantage of our FREE one-week trial. There are no set-up costs, no admin charges, and no ongoing commitment. Call us now on 0333 202 1005.

We give you amazing people and technology:


Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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