Enquiry handling for every call, email and web form
Agents take every enquiry in your name, give accurate answers from your approved information and pass sales-ready leads to your team with full notes.
Inbound services
Enquiry handling from Colombo
Enquiry handling is the first conversation most customers have with your business, and it decides whether they buy from you or from the next company they call. Our enquiry handling team in Colombo picks up in your company name, gives accurate answers from information you approve, and records who called, what they asked and where they heard about you. Questions that need your staff are routed with full notes, so nobody has to ask the caller twice.
How we work
Enquiries rarely arrive evenly. A newspaper advert for a housing project, the week before a college intake closes, or a radio spot for a new insurance plan can flood a line in a single afternoon. We plan shifts around your campaign calendar so the calls your marketing paid for reach a person, not an engaged tone. Each enquiry is tagged by source, so you can see which advert, page or offer actually made the phone ring.
Good to know
Callers can speak English or Tamil with every agent, and Sinhala speakers are on the team for Sri Lankan lines. Every week you get a breakdown of enquiry reasons, sources and outcomes, plus the questions agents could not answer from your material. That last list is often the most useful: it shows what your website, brochures and price lists are missing, and it becomes the next update to the answer bank.
What is included
Sales and pre-sale enquiries
Prices, availability, delivery areas and eligibility, answered from information you approve, with interested callers captured as leads.
Campaign response lines
A dedicated number for each advert, mailer or promotion, staffed for the rush of calls that follows a launch.
Web form and email enquiries
Form submissions called back and email enquiries answered, so written leads are followed up as quickly as phone calls.
Routing to the right person
A routing matrix agreed with you sends each enquiry to sales, service, accounts or a named manager, with notes attached.
Brochures and information packs
Price lists, brochures and application forms sent by email or WhatsApp while the caller is still on the line.
Enquiry logging and source tracking
Every enquiry recorded with its reason, outcome and source, in your CRM or a shared sheet you can filter.
How we set it up
Map your enquiry types
We list the questions you get today from call logs, your inbox and your sales team, and agree which ones agents answer and which they route.
Write the answer bank
Approved answers, price lists, routing rules and lead questions go into one searchable guide that every agent uses on every call.
Rehearse with your team
Agents learn your offer, then handle test enquiries from your staff until the answers and hand-offs sound right to you.
Review the patterns
Each week we go through enquiry reasons, sources and unanswered questions with you, then update the answer bank.
Why Elevracorp for enquiry handling
- 01
Fewer lost leads
Enquiries reach a person instead of voicemail, and each one is logged with contact details, so follow-up never depends on memory.
- 02
Sales time spent selling
Routine questions are settled on the first call, so your salespeople spend their time with buyers who are ready to talk.
- 03
Marketing you can measure
Source tracking on every enquiry shows which adverts, pages and offers make the phone ring, and which only cost money.
- 04
One answer, every time
Every agent works from the same approved answer bank, so callers hear the same price and policy whoever picks up.
Related services
Telephone answering service
Calls answered in your company name, messages sent at once and urgent callers put through.
Lead generation
Prospects called and qualified against your criteria, then handed over with call notes.
Live chat support
Real agents on your website chat, answering buyers and fixing problems as they happen.
Questions about enquiry handling
Not covered here? Ask the Colombo team.
Open 24/7
What does an enquiry handling service cover?
Enquiry handling covers the questions people ask before and after they buy: prices, availability, delivery areas, eligibility, opening hours and how to apply or order. Agents answer from information you approve, capture contact details for anyone interested, and route anything outside their scope to the right person in your team with notes. You decide where that line sits.
Can your enquiry handling team cope with campaign spikes?
Yes, if we know the campaign is coming. Share your media plan or launch dates and we schedule extra agents for the hours after each advert, mailer or promotion goes out. A separate number per campaign lets us tag every enquiry by source, so your weekly report shows which activity drove calls and which did not.
How are leads passed on from your enquiry handling line?
We agree the hand-off before launch. A common set-up is hot leads sent straight away by email or WhatsApp to a named salesperson, and every other enquiry logged in your CRM or a shared sheet. Each record carries the caller's details, what they asked, what we told them and when they want to be contacted, so your team can call back without starting from scratch.
Is enquiry handling different from a telephone answering service?
Yes. A telephone answering service takes messages and passes calls on. Enquiry handling goes further: agents answer the question themselves from your approved information, qualify interest, send brochures or price lists, and log the source and outcome of every enquiry. If you mainly need messages taken while you are busy, our telephone answering service is the simpler fit.
Get a quote for enquiry handling
Tell us your volumes, hours and languages. We reply with a plan and a price.
What happens next
- We replywith a few questions about the work.
- A short callto agree scope, volumes and timings.
- A written planwith timeline and price.
Thank you. Your quote request is with our team.
- We reply with a few questions about the work.
- A short call to agree scope, volumes and timings.
- A written plan with timeline and price.
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