Overflow Call Answering ensuring you never miss a call
There are many reasons why a company should outsource their overflow calls to an outsourced Call Centre. Among these are:
Reduce Hold Times
An overflow call answering service helps your organisation during periods of high call volume. To prevent callers from being forced to wait for an available agent, or to leave a voicemail or wait for a return call, excess calls can be routed through the Call Centre agents who are trained and available to assist. This will, in turn lead to faster service and result in higher levels of customer satisfaction. It also has the advantage of reducing stress levels on your own staff. Many Call centres run an overflow service 24 hours a day, 365 days a year, providing great support to their customers.
Extension of your Office
A good overflow call answering service can act as an extension of your office. The Call centre agents will be trained to deliver service to the same standard as the company employees. The outsourced service is customisable, and systems can mirror the actual systems used in the company. Messages can be sent to the appropriate personnel by email, text or simply patched through to the extension of the employee required. The difference in service levels between your office and the overflow call answering service will hardly be distinguishable.
Cost benefits – no need to hire temporary staff
Outsourcing your overflow calls will reduce training costs and everything else that goes along with hiring new staff. It will also allow you to increase sales by being able to handle higher volume of calls. There is no requirement to hire part time staff for sickness cover and annual leave. More importantly, the agents who handle your overflow calls are only paid while working directly for you, making overflow call answering an affordable alternative to utilising your existing office staff for telephone support.
Refocus our staff
High call volume can distract your office staff and have a negative impact on your business. Outsourcing your overflow calls to a specialist makes it easier for your staff to focus on their primary responsibilities without neglecting callers.
Eliminate Repeat calls
Agents in a good outsourced overflow call answering service can provide information about your office hours, holiday schedules, events and more when your own staff are unavailable or are receiving a large number of calls. By providing this information and working to resolve your customer’s enquiries, the outsourced overflow centre can help reduce the number of callers who have to call back in order to have their query resolved.
Handle Peak periods with ease
There are certain times when you are overloaded and there is no way to escape it. It could be as a result of having customers in different time zones that don’t align well with your office hours, customers rushing to reach you begore the end of the day, or an emergency that causes a spike in calls. Whatever the reason, these periods can push your own staff to their limits, often resulting in diminished customer service and an increase in errors. Outsourcing your overflow calls to a reputable call centre will help solve this problem and maintain high standards even during peak periods.
Prevent losing business due to lost or missed calls
By ensuring every call is answered by a live person, you will avoid missing any opportunities. The overflow call answering service agent will take your calls and deliver them to you as a phone call, text or email allowing your staff to handle other tasks as required.
Flexibility
By their nature, overflow call answering services are adaptable. This applies both in regard to the operating hours and number of agents you require. Many such centres work 24 hours a day, 365 days a year. Their staff of blended agents have the soft skills needed to take calls from a wide range of sectors. They can handle technical issues related to products as well as customer service issues pertaining to deliveries, refunds and after sales support. By outsourcing during peak periods, you can take advantage of the adaptability of the centre and it will allow you to deal with the peaks and troughs of call volumes.
Make the most of every call
Every call is important. Each time the phone rings, the quality of customer service experience could mean the difference between new business and happy customers or damaged relationships and lost opportunities. Why take any risks.? An overflow call answering service ensures that every call is answered live.
Summary
For all the reasons outlined above, it makes sense to consider using an overflow call answering service. See details below of the Kendlebell services. Use our price calculater to see the cost per month of the service
Kendlebell Overview
Kendlebell was set up In Ireland in 2006 and now have 4 offices providing a diverse range of services to the SME market. We provide a range of Outsource Solutions to the Business Community. Among our services are:
• Telephone Answering / messaging
• Virtual Reception services
• Diary Updates
• Overflow Call Answering services
• Order Taking
• Back Office Processing
• Credit Card Processing
• 24/7 cover
• Telemarketing
• Customer Surveys
• Database cleansing
We provide a very Personalised and Cost-effective service. Kendlebell in Fairview currently have circa 200 customers ranging from quite large companies for whom we provide a range of the services listed above often connecting remotely to their in-house systems to start -ups and smaller companies where we are typically acting as their message centre of Virtual reception. We pride ourselves on providing a professional and effective service. Our website address is: www.kbell.ie
