Inbound call handling
Every call answered, logged and routed
Inbound handling is the core of the service. A dedicated agent picks up your customer calls under your business identity, gives approved information, records the inquiry and gets urgent matters to the right person.
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An illustration of a typical morning on a dedicated desk.
What inbound call handling covers
Not an answering machine and not a message service. A trained person who knows your business answers, deals with what they can, and routes what they cannot.
- Calls answered professionally, as your company, on your dedicated line
- Information given only from the guidelines you approve
- Each inquiry and request recorded against your account
- Appointment and booking coordination where it applies
- Urgent matters transferred to your designated contact
- A daily log of every call received
Who needs it
- Businesses where calls ring out during busy periods
- Owners and senior staff interrupted by routine questions
- Teams whose front desk is one person deep
- Businesses advertising, where every missed call is wasted spend
- Anyone who cannot say what was asked on the phone last Tuesday
What Starliks handles
The detail of what happens on each call.
- Answering within your agreed greeting and standard
- Identifying the caller and the reason for the call
- Answering from your approved information sheet
- Capturing name, number and the request accurately
- Booking, rescheduling or cancelling appointments per your rules
- Transferring urgent matters immediately to your contact
- Taking a message where the right person is unavailable
- Flagging repeat callers and unresolved issues
- Logging the outcome of every call
- Escalating anything outside the approved script rather than guessing
- Noting the questions that keep coming up
- Sending the daily summary at close
What you provide
- A description of your products or services
- Current prices or a price list, and how often it changes
- Your most common questions and the approved answers
- Escalation contacts and when to use them
- The working hours you want covered
What you get out of it
- Calls answered instead of ringing out
- One consistent standard for every caller
- Routine questions stop reaching senior staff
- A written record of what customers actually ask
- Fast escalation for anything genuinely urgent
- Reporting that shows volume and patterns over time
Frequently asked questions
What happens to calls outside the agreed hours?
We set this up with you. Options include a recorded message in your brand voice, diverting to your mobile, or logging the missed call for a callback first thing the next morning.
How many calls can one agent take?
Typically around 40 to 60 per working day, depending on call length, complexity and how many callers ring off before pickup. Capacity varies by business and this is a guide, not a guarantee.
Can two of our locations share one desk?
Yes, if the information and escalation rules are clear for each location. We write the script so the agent identifies which location the caller wants.
What if the agent does not know the answer?
They capture the question, tell the caller when someone will come back, and escalate it. We would rather escalate than have an agent invent an answer on your behalf.
Do we get call recordings?
Call logging and record keeping are included. What is recorded and retained is agreed during scoping, in line with your own policy.
What to send us
Rough numbers are enough for a first figure.
- Calls per day, roughly
- Hours you need covered
- How many callers you currently miss
- Who urgent matters go to
- Languages your customers speak
Get an inbound call handling quote
Tell us your call volume and hours, and we will send an itemised quotation.
Stop letting the phone ring out
Get an itemised quotation for inbound handling on your line.