Call Handling Services
Call Handling Services
About Call Handling Services
Call Handling Services Limited (CHS) is a comprehensive contact centre and communication solutions provider, founded in 1991. As one of the first companies to introduce a virtual call centre in the UK, we have a long-standing history of delivering custom telephony and communication products to charitable organisations, as well as the healthcare and public sectors. This experience allows us to anticipate customer needs, provide valuable insights, and offer solutions that are finely tuned to the demands of each customer. Our core strengths are excellent pre-sale and post-sale support with a personal touch, high level of reliability, and highly competitive pricing.
Our Purpose
At the core of our mission lies the commitment to unify, simplify, empower, and enrich communication. Our vision is to harmonise empathy with innovation, placing the value of people at the heart of innovative communications.
What Sets Us Apart
CHS specialises in providing managed contact centre and call routing solutions that elevate communication for our clients. We harness the latest technology to create our Omni-Channel Cloud Contact Centre, offering a comprehensive suite of features encompassing phone, email, web chat, SMS, social media, AI Chatbot, and advanced analytics. Uniquely tailored for the charitable sector, our solution is currently the trusted choice for around 200 UK charities, empowering them to achieve streamlined operations and maximised impact.
Why choose us?
CHS products are dedicated to eliminating end-user frustrations, serving as a pillar of customer satisfaction. This is why all those who engage with us or our products consistently echo the sentiment: "That was easy!"
Our Understanding of Nonprofit Businesses
We understand the unique challenges faced by charities and the public sector. Specialising in improving customer experience with their helplines for over 30 years, we invest our time and resources to make innovative products with one simple concept at heart: the idea that people have value.
How do we achieve this
➢Warm, industry-specialised support throughout the contract lifecycle.
We’re committed to providing tailored pre-sale experience.
➢A listening ear: We’ll work alongside you to understand your unique needs and goals.
➢Ongoing after-sale assistance: a partnership focused on your core performance objectives.
Our Comprehensive Communication Solutions for Charities and the Public Sector:
● Virtual Contact Centre: Our contact centre solutions empower you to manage your communication operations efficiently over any channel of communication, ensuring that you are always accessible to your service users.
● Call Routing: We offer advanced call routing capabilities to streamline call distribution and ensure that calls reach the right person.
● Real-Time Reporting and Analytics: Gain valuable insights into your communication performance with our real-time reporting and analytics tools, allowing you to make data-driven decisions.
● Number Provisioning: Let us assist you in acquiring and managing phone numbers, ensuring your communication efforts are well-coordinated.
● Contact Centre Management: We provide comprehensive contact centre management services, allowing you to focus on your core activities while we handle the intricacies of your communication systems.
● CRM Integrations: Seamlessly integrate your customer relationship management systems with our communication solutions for enhanced efficiency and customer service.
● SIP Trunking: Our SIP trunking services enable efficient VoIP communications, reducing costs and increasing flexibility.
● Microsoft Teams Integration: Enhance collaboration and communication within your organisation with Teams Direct Connect.
Specialised or key highlights: Please provide details of any specialism you offer and/or key highlights.
Special Offers
● Free consultation: We offer a free consultation appointment to discuss the process of achieving the highest standard of a contact centre customer experience tailored to your organisation.
● Special Charity Discounted Rates: Benefit from special charity discounted rates with plans designed specifically for your sector.
● Free phone and 03 numbers: Preferential rates and free minute bundles.
● Free inbound and outbound minute bundles.
● Development Credits: Bespoke development at no charge.
● Tools: Specialist and simplified tools, designed for charity volunteers.
● AI: AI Chatbot
● Integrations: WhatsApp, Microsoft Teams, Salesforce, Microsoft Dynamics CRM, Zendesk, PCI Pal – Secure Payments, Airtable, Monday.com
● Access to specialist HFR free phone number range: preferential rates and free minute bundles.
● Special Charity Discounted Rates: Benefit from special charity discounted rates with plans designed specifically for your sector.
Feedback from HLP Members: Please provide any feedback or testimonials from members of HLP you have worked with that promote your offer and organisation.
Discover what our customers say about us by watching a video testimonial from Cruse Bereavement Support on our page.
Addiction Family Support
“While I’ve been thinking about Call Handling, I just wanted to say, overall, how much I’ve appreciated dealing with them.
I like that we have direct email addresses for real people in their accounts/customer services departments.
We can still directly contact with the person who set us up with CHS in the first place.”
“Our contract is only a few pages long – everything is in one place.
I really appreciate that they wait until just after the end of the month before issuing their invoices
No direct debits or demands for credit card details. No charging up front. No billing platforms/dashboards/apps.”
Natalie Archer | ACA Finance and Fundraising Manager / Board Secretary
New Kapporet Christian Helpline
“As a start-up charity in 2020, right in the middle of lockdown, we were looking for a reliable and efficient partner to explain and supply our call handling needs. The Virtual Call Centre, supplied by Call Handling, was the answer to our prayers. Our new listeners (agents) found the system easy and intuitive to master, and the support offered to us by the customer service and technical teams has been exemplary. The system itself is completely reliable. The help provided when we had a question, or an urgent need, has always been timely, understanding and comprehensive. I simply cannot fault the system, service and support which Call Handling has provided. As we have grown from a fledgling to a fully functioning organisation, they have become invaluable partners in helping us to achieve our mission and objectives.”
Tim Harding | Director, New Kapporet Christian Helpline
ProMo-Cymru
“Working closely with Call Handling we have been able to provide a thoroughly reliable helpline service for children and young people in Wales for over 10 Years. Knowledgeable and efficient support staff keep our service running smoothly 365 days a year.”
Matthew Wilce | ProMo-Cymru
Stroke Association
Using Call Handling as a platform works really well for our team and for our customers. Lauren and the team are always on hand to deal with queries and to help us problem-solve whether that’s around performance data, customer feedback or delivering our service in a different way. We have recently moved to using Hubbub which has helped us to reduce our costs now that everyone is working remotely. Overall, we’re very happy with the service that Call Handling offers.
Liz Jenkins | Stroke Association
Tuberous Sclerosis Association
“Call Handling is a trusted and valued partner. Our needs and requirements are well met by Call Handling and nothing feels ‘off the shelf’, but rather it is bespoke and focused on our personal wants. The reliability, high level of service and customer-focus of Call Handling means that we’ve never considered going elsewhere.”
Luke Langlands | Joint Chief Executive, TSA
Call Handling Services Ltd (CHS)
Contact number - 0333 321 0888
Email address - enquiries@callhandling.co.uk
Website address - https://www.callhandling.co.uk/
LinkedIn - https://www.linkedin.com/company/call-handling-services/
Address
167-169 Great Portland Street
5th Floor
London
W1W 5PF