Designed as a backup plan for your regular, live answering services, overflow answering services can take care of sudden surge in client calls. It can ensure that professionals handle client calls if your regular telephone agents are either busy or unavailable. When you choose these services, the calls are directly forwarded to the team of answering professionals who can handle the calls on your behalf. You can personally redirect the calls or have a computer based system that can forward your providers overflow calls.
Remember, every phone call presents a potential opportunity for businesses to widen their customer base. After all, clients will come to a company that’s more receptive of their needs and more involved with their demands. In fact, even the bigger brands can start to lose their markets if they don’t respond to their customer calls appropriately and timely, whereas smaller brands can make their mark through customer service. After all, long hold times on phone and unanswered calls create negative impression on the minds of the callers, who may right away opt for other companies. This happens quite often during peak overflow times, when you have lesser staff as compared to overflow phone traffic, which leads to longer call waiting, poor service, call hang ups etc.
So, while it is good to be busy, your company shouldn’t be busy enough to avoid calls from customers. Therefore, hire professional overflow answering services who can take care of calls during peak hours while keeping overall cost low. Here are a few benefits of doing so.
Supporting your campaigns
For companies running TV or radio campaigns, it is obvious that there would be an increase in call volume when your advertisements are aired. At this time, outsourcing your overflow answering services can significantly increase your customer base and help you keep older customers in loop. With these services, you can ensure
- Speedy sales order processing
- Sales conversion rates
- Customer profiling
- Database creation and management
- Return on investment analysis
Improving customer satisfaction
Gain an edge over your competitors by answering your customer queries 27×7. This creates brand loyalty and increases your customer base. Professional answering services can give you the luxury of delivering class customer support.
Why to hire permanent or temporary staffs and bear the cost of training and everything else, when you can get the best level of services at lower costs? Opting for a good overflow call centre gives you the opportunity to increase sales just by handling higher volumes of calls.
If you aim to pursue your long-term goals, where you plan to expand your business, it is always beneficial to have an outsourcing partner by your side. After all, in future, when you need more call handlers, when you need to have a full-time answering service, where you require a full time call centre, your outsourcing partner can join in with your sales ordering system, delivery tracking systems and CRM systems for providing the same.
April 27, 2016 at 12:40 am
I would see that this would be a huge benefit for sales companies. I think this would allow you to help each customer and offer them the best service. I know I hate sitting on hold or talking to a robot.
September 8, 2018 at 4:22 am
I’ve never heard of thinking about finding a place that has a database management. That does seem like it would help speed up the answering service. If you need a phone service it seems like having it step up properly as quickly as possible.