01 Mar Managing an Overflow of Calls
Whether you’re speaking to a customer for the 1st time or the 100th time, the phone is still the most commonly used method of B2B and B2C communication. Whereas an email can go unread and an instant message can be misconstrued, talking over the phone provides far more clarity. Sadly, this is also where so many businesses go wrong. Talk to our call handling experts today on 0800 840 4111.
What are Overflow Calls?
If your phones are ringing off the hook and your call handling group has reached its capacity, you’ll need to transfer any additional calls to an overflow group. These are referred to as overflow calls. But what happens if you don’t have an overflow group in place to take on these extra calls?
The long and short of it is this; your customers will be kept waiting in lengthy queues or their calls will go unanswered entirely. Even if they do get through, if your team are already under intense pressure, they may end up being unintentionally curt with the customer.
Now, imagine for a moment that you’re the customer and one of the above has just happened to you. How likely are you to give that company a second chance? If the answer is “not very likely” you’ll hopefully see why having an overflow call group in place is essential to any business.
How Can You Manage Your Overflow of Calls?
Managing an overflow of calls needn’t be a nightmare, and it’s far from impossible. What you should always bear in mind is that whoever answers your phones must be trained to do so. Passing call handling duties to untrained employees is a surefire way to ensure that your customers will hang up the phone feeling disappointed and let down.
It may surprise you to hear that the most ill-advised decision you can make is to hire additional staff. The cost of recruiting and training new call handlers purely to answer sporadic spikes in incoming calls is prohibitively expensive.
So, what is the best approach to resolving this particular conundrum?
Step 1 – Set up a system to redirect incoming calls to an automated service as and when it’s deemed necessary
Now, while this might seem like a permanent fix by itself, it can also be costly to maintain in the long run. Ideally, you want to use this opportunity to identify a potential misallocation of internal resources. You should look for ways to improve your team’s capacity. One way is to check your own internal forecasting.
Another approach is to determine how much time is being taken up by training or non-essential activities. Or, ascertain whether too many employees are taking their lunch breaks at the same time. With the added flexibility that comes with using an overflow call handling service – like the one provided by Netcall Solutions – you can take full control while you streamline your own internal operations.
Step 2 – Personalise your chosen automated service to act as an extension of your own company
When you first think of automated call centres, it’s easy to think of row after row of call handlers all reading from the same generic script. The beauty of a service like ours is that it can be customised to suit the needs of your business. From inserting promotional messages and upselling products or services to creating a personalised greeting; the sky really is the limit.
This way, your customers will be reassured whenever they reach a member of our team that their needs will be dealt with. Our team will follow your instructions to the letter and be able to provide your customers with advice and information. They will also be able to assist in other areas such as handling purchases and even arranging appointments or booking surveys.
Why is any of this important? Because the more our team can do for you, the less your already overstretched team will have to worry about.
Step 3 – Establish the best method of tracking and responding to customers who have been redirected to us
It’s no use the right hand not knowing what the left hand is doing, and so it’s crucial to have in place a system of tracking and responding to overflow calls. All calls diverted to us will be logged, and detailed messages taken. These can be relayed back to you to be logged and if a follow-up call is required, acted on.
Messages can be relayed via email or SMS/ Text, so you are always in complete control – no matter what! These are just a few simple steps to help you get started, and with the right automated service in place; you’ll be well on your way to ensuring excellent service for your customers.
Which leaves one question left to answer…
How can Netcall Solutions help?
Here at Netcall Solutions, our overflow call handling services are the perfect resource and one that can be deployed as and when you see fit. Our service is entirely bespoke and integrates seamlessly with the rest of your operations. Best of all is that you receive the following incredible benefits when you choose our team to handle your overflow calls:
- No Monthly Fees
- Flexible Packages
- Phones Available 24/7
- UK Based Call Centres
- Virtual Number (optional)
To get the ball rolling, simply give us a call, and we will have a friendly chat with you to discuss your needs. Then, based on your requirements and your available budget, we can suggest a package that is right for you. There are no contracts to worry about, and our service can be scaled forward or back as you see fit.