Call Handling

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.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.