Overflow answering services are designed to be a backup plan for the normal, live answering services. They are meant to take care of sudden surge in the client calls. It ensures that professionals do handle the different client calls if you are busy or unavailable. Thus, calls are forward to another team that can handle these calls on your behalf. Also, you have the freedom to redirect the calls or have a system which forwards the calls to your overflow answering services provider.
As you know, each phone calls presents an opportunity for a business to increase its customer base. In any case, clients come to companies which are receptive to their requirements and get involved with their demands. Even large brands begin to lose markets when they do not respond to the customer calls timely and appropriately. Smaller brands distinguish themselves from bigger ones through quality customer service.
If you keep your potential customers on the phone for long or do not answer their calls, you are likely to create a negative impression. In fact, they are likely to opt for your competitors. This is the case during the peak season when you have a lot of traffic but the lesser staff. This can lead to long call waiting, call hang-ups, and poor service.
Although it is nice to be busy, you should not be too busy to the extent of avoiding calls from different customers. Therefore, you should hire a reputable overflow call centre that can handle your calls during the peak season and keep the overall cost low. The following are some benefits you are likely to enjoy:
Supporting your campaigns
If you are running radio or TV campaigns, there will be an increase in call volume whenever they air your advertisements. Therefore, you can outsource overflow answering services to increase the customer base. With such services you can increase:
- Sales conversion rates
- Sales order processing
- ROI analysis
- Database creation and management
- Customer profiling
Improving customer satisfaction
You can gain a competitive edge over your rivals by answering customer queries at any given time. In this way, you improve brand loyalty. Over time you can increase the customer base. The good thing about professional services is that they over you the luxury of providing great customer support.
You do not need to hire temporary or permanent staff and bear the training cost. You leave all these to your overflow answering service provider.