What Are Overflow Calls: And Why Might You Need to Manage Them?26th August 2020
If you’re in the process of growing your business, chances are, you’re going to want – and need – to answer as many different enquiries and concerns as possible. After all, every enquiry offers a potential revenue stream! Therefore, if your call centre isn’t already able to process and filter through all of the calls you could potentially handle, now might be the time to start thinking about changing this up a little.
But what’s the best way to increase your call intake capabilities? Do you increase the number of staff you have in your employ? Is it a case of adding more hardware and more phones to your office? Not always. There are a few options which go a little outside of the box which will likely be more cost-effective and more flexible for you in the long run. One of these, of course, is an overflow call management and telephone answering service.
Planet Numbers just so happens to offer a great overflow calls system – meaning that if you are experiencing an increasing volume of interest, there’s no longer a reason why you should ever miss out on those potentially lucrative leads.
What is Overflow Call Management?
Just as you imagine a household sink to have an overflow to help manage too much water at any one time, you can set up a call centre team to manage calls and queries which go above your income quota and capabilities, too.
This means that when you or your team are at capacity when it comes to answering calls and queries, you never have to worry about missing out on calls into your centre that might just give you a revenue boost.
Too many times, businesses of all sizes have risked missing out on big connections and leads purely because they don’t have the ability to answer and process as many calls as they would normally like to.
Therefore, you need to think about what’s right for you when it comes to boosting your capabilities and increasing your availability. Overflow call management means that you’ll have a team of call answering specialists who will be your frontline face whenever you are unable to handle calls yourself.
Isn’t This Expensive?
Not at all. In fact, setting up a call answering service is actually likely to be more cost-effective than, say, setting up your own team and upgrading your hardware. By employing a new team of call handlers in-house, you’re going to need to pay for additional wages, employee benefits and more. What’s more, you’re probably going to need to train them, too.
By increasing the number of systems and phones you have available, you are instantly adding extra stress and strain to your finances. Is this something you really want to take on? Setting up a whole new set of hardware and software is just going to be more hassle for you in the long run, never mind in the short term.
By setting up overflow calls with a remote call answering service, you will only ever have to pay a flat rate for a service for as long as you need it. This means that there are never any exorbitant fees or rates that you are going to stack up on top of your daily running.
Let’s also reconsider the training angle. When you hire a remote or outsourced overflow call management team, you won’t have to pay for or organise any training yourself. With minimal information and a short consultation, you can expect a team of call handlers to be the face of your business from afar.
What’s more, you can always expect call handlers at Planet Numbers to offer the professionalism and friendliness you expect. Our team of professionals has years of experience in handling and processing calls for all kinds of businesses. If you’re really struggling to juggle all your incoming queries on your own, there are more than a few reasons why you should delegate your calls to someone who will happily handle them for you.
Even if it is just a case of arranging for a team to answer your calls and take messages, this is going to be an infinitely more lucrative option than to let your incoming call potential go to waste. Therefore, it might be time for you to look carefully at your options and to consider asking an outsourcing team to take on the brunt of support for you.
Your Customer Experience
Of course, one of the best reasons to invest in a telephone answering service is for the benefits your customers will receive. Instead of having to leave a message via voicemail, or having to call back again later, they will be able to reach a human being who can even answer a few of their questions.
Think how many potential leads you are likely to put off just by not being available. It’s likely there are more people willing to hang up and go elsewhere than you might think. In this day and age, you are going to need to keep customer interest from the get-go. That means being as available as possible for as long as you can!
With so many businesses now offering a 24-hour service, it makes sense to have a telephone answering service on standby which could help you to extend your operating hours. Why truncate things when you could be making serious revenue from additional calls and queries?
Set Up Call Overflow Management
Ready to make a real difference to your commercial growth and customers’ experiences? It’s time to consider call overflow management. Take a look at services offered by Planet Numbers today and get in touch with our team for more details.
The difference you could be making in revenue growth and lead building is just around the corner. Rather than spend unnecessary money on upgrading your hardware and call centre staff, hire an off-site team who can handle everything for you instead.