Dealing with spikes in calls during peak hours in your call center may seem insurmountable. Are you in retail, healthcare, or financial services? Overworked contact centers and increased call volume cause stress for you and your agents.
If this rings a bell, there is no need to worry; overflow call handling services are available. These services offer practical relief to the call centers by assisting them in negotiating increases in call volume better during peak hours, be it during seasonal shopping days (black Friday, Cyber Monday), seasonal events (tax season, winterizing services, etc.), or an outbreak of disasters (pandemic, PR crises, etc.).
The question is, does a call overflow handling service belong to your call center? Continue reading and find out everything about what overflow handling is, what benefits overflow call management provides, and why your business should consider this convenient and cost-effective solution, and why your business needs to manage overflow.
What are Overflow Calls?
Overflow calls refer to inbound voice calls that are not answered by your contact center agents. Such extra calls may be due to understaffing, peak times, product/service issues, or emergency/ crisis calls.
What do we mean by overflow call management?
Overflow call management is an answering service used to alleviate call volume surges in call centers. These services use trained call center professionals to handle incoming customer calls when primary contact center agents are busy meeting their call quotas.
The Process of Overflow Call Handling.
Overflow call handling services route incoming calls to a virtual receptionist when your main lines are unavailable. Instead of sending a customer to voicemail, the call is automatically transferred to a live agent explicitly trained for these calls.
For example, when your client is a personal injury lawyer in court or a real estate agent on a showing, they are talking to someone live.
Why Businesses Utilize the Overflow Support.
- None of the lost leads: Seize all the callers at the busiest times.
- Client satisfaction: Call a human being, not a machine.
- Better productivity: Focus on your core business and leave Noida Exim to handle the extras.
- Scalable: Suits any size and industry of business, including law firms to HVAC techs.
4 Fundamental Advantages of Overflow Handling.
The overflow call handling services are ultimately the most time- and cost-effective option to set up. It can positively influence your CSAT scores and customer experience when implemented strategically.
Below are the four best reasons why your call center should have a call overflow handling service.
- Call overflow service is a cost-effective solution that helps your company reduce costs and increase profitability.
- You might believe that outsourcing overflow services is expensive; however, in the long run, it may save businesses customer service dollars. Using an outsourced company to take the hellish number of calls can save your business a lot of time and money by:
- Reducing the price of in-house training for short-term or long-term agents.
- Cutting down the expense of recruiting and retaining new agents.
- Conserving much training and HR time (establishing an overflow requires a lot fewer hours)
- Increasing sales by simply making contact with more customers on the phone line.
With a Call Overflow Handling Service, You are Prepared for Anything.
You can forecast and mitigate seasonal spikes by planning to hire additional agents, but it is not always the best course of action to engage a call overflow service. Why? Several call centers experience an intra-surge in calls due to unplanned events. They cannot meet, let alone exceed, their CX quotas during such periods due to a lack of appropriate disaster recovery tools.
Your call center will be better positioned to handle surges and maintain consistent customer service during unforeseen crises.
No More Lost Customers Due to Call-Overwhelm Handling.
An abandonment rate, the percentage of calls not answered before the customer has an opportunity to speak with an agent, is one way to assess a call center’s health.
The solution is the overflow service, which will allow you to reduce this rate and increase the number of calls, which may ultimately result in higher sales volume and a higher customer service rating. One thing is sure: an overflow service, combined with a callback service, will ensure no customer goes unanswered.
Call Overflow Management Helps Ensure and Enhance the Customer Experience.
When you outsource to an overflow call handling company, you are certain that your customers are still being served by trained call center operators who can handle an overabundance of inbound calls competently.
These skilled workers help improve call quality in crises and enhance your CX and CS metrics, such as CSat and Average Time to Answer. Does that not assist in that? It reduces customer frustration and eases your agents’ stress by adding more hands to handle calls, providing stress relief for both consumers and call center employees, and giving them peace of mind. That’s priceless.
Never Miss a Beat (or a Call)
Managing overflow calls is a safety net for your business. Easybee will pick up calls you cannot receive, your customers will always feel heard, and your business will continue to operate. We can easily be integrated with what you have. We take your instructions, whether it’s taking messages, qualifying leads, or making urgent calls on your behalf.