Is there anybody there?
Sometimes we make a call and it just rings and rings. Without a message to tell us what’s happening, we are left wondering if there is anybody there. We know that businesses struggle to get every call and that’s when it’s great to have a plan for overflow calls. Our friendly and experienced team are there to handle those extra calls for you which would have been lost. We also make sure that you receive accurate messages that you can prioritise for call backs.
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 team is an extension of your own team.
Let’s get started
Complete the Contact form or call us on 01905 755320