Business Calls Overflow Providers
Despite all the best intentions, there are often times when your business or call centre is unable to handle the call volumes required to service your customers effectively, and you may need to engage an overflow call centre provider.
Whilst good forecasting practices can help to reduce the risk of having call volumes you can't handle, unexpected events can and do happen. And without having any strategies in place to handle unexpected surges in call volumes, it can't instantly result in longer wait times or engaged signals and, with it, increasingly frustrated customers, lost revenue, and brand or reputation damage.
Recent results from our Australian Call Centre Rankings reports revealed that some industry sectors are failing to answer over 40% of new business calls! That's just new revenue completely lost!
This is just one of the many reasons why it pays to explore having a partnership with trusted suppliers who are experts in handling overflow call volumes for your business.
Reasons to use an overflow call centre outsourcer
There are a host of benefits of engaging a specialist call centre overflow supplier, including:
1. Improved Scalability
One of the toughest things about running a contact centre is trying to ensure you have the right amount of staff on the phones at the right time when customers are calling you. But like most businesses, call centres are prone to random events that can impact even the best-laid plans.
Wild weather, unexpected sick leave, can quickly add unexpected call volumes to your business and dramatically increase wait times for customers. In a service call centre where customers are calling for general enquiries a few extra minutes may not matter whereas for sales-based call centres, every lost call is lost revenue.
2. Scheduled Relief
Needing a call centre overflow service is not always a result of unexpected events. Lots of businesses rely on having a call centre outsourcing partner ready to handle excess call volumes at scheduled times (e.g. during peak periods, lunch breaks, scheduled training or meetings) or when there is simply no physical capacity left at your existing facility to add more resources.
This can provide welcome relief for your internal employees and help to reduce sick leave and turnover, both very costly for your business.
3. More Revenue
If you're handling sales calls via your call centre, longer wait times typically equate to lost revenue as customers lose their propensity to wait and will happily take their business elsewhere. By using a call centre outsourcer to handle your overflow calls, it can keep wait times to a minimum and maximise your revenue generating capability.
How to choose the right overflow call centre provider
The good news is there are call centre outsourcers who specialise in providing overflow call answering service either at short notice or as part of a regular planning cycle. Like traditional call centre outsourcing, it's important to do your research when selecting the right partner.
Questions to ask include:
- Do they have experience running overflow campaigns for other clients?
- What is their current capacity? Do they need to hire additional resources?
- How many other campaigns will their employees also be handling?
- What type of commercial models do they offer (per call, per minute, per hour etc)
- Can they provide technology that helps automate some of the calls to reduce costs?
- Do they offer onshore and offshore solutions?
Just contact the overflow call centre providers directly below or try our free call centre outsourcing wizard that can recommend suitable outsourcers based on your requirements. Try the free call centre outsourcing wizard >
Only have very small volumes? You might also want to search suppliers for Virtual Reception & Message Taking or Virtual Assistant services >
Search overflow call centre providers below: