You need a plan in place for overflow call handling because calls, as you know, are unpredictable. If you’re working with a professional telephone answering outsource, then you know that every calls is going to be answered. Plus if you get spikes in calls or one of your team is off sick, then you’re still making sure that the calls are covered. Our friendly and experienced team are here to handle those extra calls, which otherwise might be lost.
Call spikes are covered
If someone calls in sick, the calls are covered
Make sure every call is answered
Queuing is a big issue in overflow call handling. Nobody wants to be stuck in a queue, it’s not good for your callers and it’s not good for your pick up rates. You can substantially reduce call waiting times by working with an outsourced team. Or structure your IVR so that certain calls are diverted to the outsourced team, leaving your team to manage other enquiries. Also the team managing the overflow calls can be used for call backs where callers opt to come out of the queue. If you give the caller a time expectation (eg for a call back within an hour) then you don’t need to worry about that. The outsourced team will simply make that call.
No more callers stuck in queues
Improve your call stats
Increase customer satisfaction
Staffing is a challenge. Sometimes you can anticipate busy times and plan ahead. But other times it’s not possible to recuit good quality people, especially on a tight deadline. Also you then need to train them, and what if they quit or are a pain? By outsourcing your overflow call handling, all of those worries disappear. Literally!
Trained back up team ready to take extra calls when needed
No more recruitment headaches
Easily manage call spikes and busy times
How are overflow calls managed?
Overflow calls are usually redirected using one or more of these ways:
- Use one of the IVR or automated options to re-direct calls to your overflow team
- Any callers waiting in a queue can press a button to be re-directed to your overflow team
- If all of your team are busy or after 6 rings the calls can be re-directed to your overflow team
It’s a fantastic service and the overflow team will cope with any fluctuating demands. If you find that you are short of people because of staff training or sickness, then you have the full back up of the overflow team.
So much more than taking messages
Of course the overflow team can take messages but sometimes that can just add to the work load at your end. The best way to utilise the overflow team is to ensure that the team can be effective. It usually takes some training on a specific product or service but it’s well worth the time it takes as the whole function of the overflow team then adds value. The team can also run diaries and booking systems if that would be helpful to you. It’s exactly as if you’re tapping into additional team players as and when you need the support. The overflow call handling team is an extension of your own team.