Supporting clients with agile managed services and bespoke cloud solutions

Call Handling delivers managed solutions to enhance our customers’ communications provision using cutting-edge contact centre technology. This enables charities, retailers and public sector organisations to benefit from a feature-rich, omni-channel call centre without having to invest capital in expensive hardware.

Artboard 3@0.5x.png

We’ve come a long way – and we’re here to stay!

Established in 1991, Call Handling built its business on what now seems like a prehistoric (certainly pre-internet) ‘fax-back’ service. But the success of that business enabled the company to focus on fine-tuning its telephony proposition and led to the development of more sophisticated services, including experimental interactive voice response (IVR) menus. The late 1990s saw the creation of the first Virtual Call Centre (VCC), albeit telephone-only, which sparked the development of the first online controls and led to the integration of new reporting features and the addition of new channels – text and web chat. By 2010, a new lightweight HTML5 interface was in place, with a new statistic portal, call recording suite and in-call functions. Our London base now houses a dedicated client support team, operations team, SQL and systems engineers, as well as an in-house development team. From here we offer state-of-the-art solutions with round-the-clock support to a diverse range of organisations from small startups to multi-site NHS trusts – and we’re still growing.

Our expertise is your assurance of quality and reliability

We specialise in providing managed call centre and call routing solutions to customers in the retail, public and charity sectors, with service users around the world. The in-house development team has nurtured the current system from the ground, up, which means we aren’t reliant on a partner to make or approve changes, unlike many self-styled independent telecom providers. Our client support, sales and operations team members each has, on average, ten years’ telecoms experience, which creates an impressive knowledge and skills bank for us to draw on. We have a wealth of insight in system set-ups (including NHS), scripting, call flows and traffic volumes and work closely with clients to establish initial requirements before tailoring specific project parameters and, ultimately, managing the migration.

The figures speak for themselves

• We have over 300 Virtual Call Centres (VCCs) currently in operation • Last year alone we handled more than 55 million minutes of inbound traffic (circa 15 million calls) • There are over 10,000 registered agent IDs and more than 3,000 home workers Looking to the future We are always planning for the future and investing in new technologies. We are two years into the development of a new-style telecoms system that will transform the way that call centre and omni-channel users will be able to communicate, manage staff and monitor work.

manager.png

Managed services - our team of experts work with you during planning, set up and during your time with us

resized-cloud.png

Bespoke Cloud Solutions - We can design our solutions around your specific requirements

Confidential.png

Security - Call Handling is ISO 27001 Accredited with no public facing access to any data.

Agent-woman.png

Support - Our Client support team is available to answer all levels of support, we also offer a 24/7 365 fault support line for all clients.

They do just what it says on the can, and they do it well. Selfridges