lawyers guide
lawyers guide

Call Handling Workbook


Call handling is the management of phone calls. It’s the technology you use, your templates and processes, how you talk to callers, how you perform intake, when you answer and don’t answer, and more.  

Missing calls can mean missing opportunities. But answering the phone can mean wasted time and, even when productive, it can be just plain hard to do.  

Call handling is the art and science of crafting a template you can use to ensure every call is effective, efficient, and leaves your callers feeling great about working with you! This workbook is more than education – it’s a tool you can use to define how your business is presented on the phone and how your callers build relationships with you.  

In this workbook we:

  • Define call handling and why it’s important 
  • Explore the ROI of good call handling 
  • Examine the costs of bad call handling
  • Discuss best practices 
  • Provide a glossary of terms 
  • Provide an editable worksheet to help you solidify your call handling practices 

Let’s Work Through It Together 

This toolkit is everything you need to turn your phone into a happy customer generating, lead capturing, audience delighting machine. We explore the technical considerations, customer-service best practices, and process-alignment you should explore as you utilize your phone as a core communication channel.  

Get your workbook today and start capturing business tomorrow! 


Written by

Anna Taylor

Anna Taylor

Anna is an accomplished marketing professional with an MBA and certification in marketing and eight years of experience in the field. More than half of that experience has been focused on customer experience and small business growth, exploring how businesses balance human and technology solutions. Above all, Anna is committed to human-first marketing and business development, ensuring that every initiative is focused on creating meaningful connections with customers and driving long-term growth.