Customers don’t like being made to wait too long when reaching out to businesses, especially when they’re in need of immediate assistance. In fact, a study reports that the average ring time before a caller hangs up is 17 seconds.
On a related note, many managers and business owners will tell you that predicting call volume flow is one of the toughest parts of working in a call center.
The point? When call volume spikes, agents will be hard-pressed to accommodate every incoming call. This, of course, results to dropped calls, which translate to missed business opportunities and frustrated customers.
This is a situation every business owner has to avoid. And the best way to do that is to implement call overflow services in your call center.
Here are the top reasons why overflow response teams can be instrumental in maintaining a good relationship with your clients.
1. No missed calls
Every dropped call is not only a missed business opportunity, but it also sours your relationship with the customer. When that happens, the customer taking his or her business somewhere else is a likely possibility.
But when you outsource call overflow services, you can give your in-house customer service team the backup they need for every time the call center experiences high call volumes.
That means more business opportunities and a more robust customer base. Better yet, you’re able to preserve and nurture your relationship with customers as well.
2. Improves service quality
Every enlightened business owner knows that call quality is of paramount importance when handling inbound calls from both potential and existing customers.
Maintaining quality customer service, however, is no easy feat if your in-house support agents are pressured to field inbound calls as quickly as they can so that they can accommodate every caller waiting in the queue.
When you have an overflow support team taking away that burden from your in-house staff, everyone can focus on doing what’s most important: providing real value to your callers.
Call overflow agents are like your army in reserve. When your frontline is about to be overwhelmed, they’re the cavalry that ensures everyone is following the battle plan.
3. Ensures business continuity
In-house support agents are usually supported by a siloed infrastructure, making their operations vulnerable to unexpected disasters.
This is why a reserve support team is important. In the event of a network outage or other emergencies, overflow agents can maintain business continuity in your company in the face of unanticipated scenarios.
In short, outsourcing call overflow is a great way to polish up your disaster response plan.
Having a solid business continuity plan is critical for nurturing customer relationships and for delivering consistent positive experiences. With an overflow team in place, it’s easy to build trust with your customers and to maintain your brand’s reputation as a customer service powerhouse.
In business, it’s crucial that you make preparations for every eventuality, which is why call overflow services are part and parcel of having a good business plan.
To top it off, the peace of mind that comes with knowing that everything is accounted for in your business operations makes the investment in your call center customer service agents even more worth it.