For a company that provides customer service or tech support, it is vital that every phone call must be answered in a timely manner. However, during a peak period there are times when calls overflow. Inbound customer service calls have a tendency to come in peaks and valleys.
But being unable to handle overflow calls during peak periods is an unfortunate situation. This inability to manage every phone call will affect your company reputation. Callers who have been neglected tend to not return on making business with your company.
Using your existing employees for answering overflow calls is not the right answer to this issue. Your existing employees might be unproductive for several reasons: they are both inexperienced and untrained, and answering service isn't their line of work. If you try to employ this in-house solution to solve your overflow calls issue it might lead to an absolute lose-lose situation, a worse scenario.
The solution to this problem is to outsource an inbound call center in order not to miss every overflow call. To never miss a call is the golden rule in any telephone answering service. Unanswered calls translate in lost opportunities for your company or in unsatisfied clients. Even missing a single call can have disastrous consequences for your company reputation. Your customer may experience disappointment and move to your competitor. A single missed call may equal a loss of a great sales prospect's trust. To avoid this kind of issues you need to uplift your customer service support by outsourcing to a reputable inbound call center.
Outsourcing overflow calls to a specialized inbound call center is your best available solution. Contact centers deploy only skilled, experienced, and highly trained professional phone operators. Top service providers are able to handle effectively your customers’ calls, whether they are low-volume or high-volume peak-period overflow calls. These best service providers employ cutting edge high tech solutions that automatically route the calls to their live operators.
Contracting external customer service providers can to help your company deal with overflow calls when your company’s internal center is maxed out. And arrangement in place with an external customer service provider can also be helpful in situations when a significant number of your internal staff is out or during other unexpected capacity reductions. Overflow calls outsourcing is also extremely helpful for times when there are expected peaks but you have limited time to hire new staff, like if an issue arises with a product recall or when a new product or promotion is launched. Contracting overflow calls to an inbound call center is also helpful for companies that strive to increase their service quality during high call volume periods or reduce abandonment rates and hold times.
The answering service provides give following benefits and first-class services:
• Your employees have the luxury of time to focus on achieving other duties
• Busy signals, missed calls, and long holds are avoided
• Call traffic is lighter
• Effectively govern peak hours
• Complaint management
• Phone services
• Data entry
• Handle inquiries
• Handling requests
• Answering services
• Helpdesk services
• Receive and send correct and detailed messages
• Transfer calls to appropriate channels
• Director Assistance calls
• Sales calls are taken care of
• Order taking
• Online sales
• Cruises and vacation packages
• Car rentals
• Room and parking reservations
• Accurate and fast customer assistance
• Sprucing up telesales
• Scheduling sales demos
• Event scheduling
• Enhancing loyalty programs
Contrary to the common impression, overflow call management is not just for the big corporations and business giants. This type of services can be a constant helpmate to all business sizes, from small enterprises to big organizations, service or manufacturing oriented. Among the companies using outsourced inbound call centers are the service and repair companies, medical and legal offices, hotels, restaurants, telecom companies, and many others.
The specialized service providers also offer other services aside from overflow call management. These include toll free response, reservations and bookings, catalog order, order taking and processing, live chat support for your website. Through outsourcing your company can achieve both customer satisfaction and increasing productivity. You will be relieved with the issues of keeping your irate customers on hold, of missing phone calls, of not meeting your company’s full potential in customer service support, of being burned with the heavy phone call traffic, and of being backward in answering services. Your company can start harvesting business success if you opt for outsourcing.
Service provider companies specialized in call handling use sophisticated software and equipment and software. The technology environment is one of the important factors in choosing a suitable service provider. Client’s and partner’s call handling systems should be compatible and able to communicate with one another. Similar platforms help to a much easier integration. The basics of an arrangement for overflow call handling are handling a set number of in-house calls and outsourcing to a partner the remainder, or outsourcing a set number of calls to a partner. Both methods can be effective. The specific capacities for call handling and your particular requirements will determine which method is best, but in general both methods can be highly effective. By outsourcing overflow calls your company will maintain a core in-house support function, while maximizing the capacity to handle all incoming requests.
The advances in communication technologies and the explosion of the internet have facilitated the phenomenon of outsourcing. This development is a trend among top global companies as well as small businesses. When outsourced, the operations of a call center can be handled by a third party using its own physical infrastructure and staff. Studies have proven that outsourcing an inbound call center can be great for any company’s bottom line. Statistics estimate that a company can save between 30 to 60 percent by outsourcing their call center operations. This helps companies not only to become more productive by concentrating on core businesses, but also to substantially improve the profit margins.
Any company interested in saving valuable productive resources than take advantage by overflow call handling from Message Direct. Among the benefits are included cost advantages, increased bottom-lines, saving on resources, and access to specialized skills and infrastructure.
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