Call volume management is one of the toughest challenges every call center organization has to face. While hiring more call center agents seems to be the obvious solution to the overflow of incoming calls, it’s not always the most feasible on account of budget issues.
Speaking of solutions, here’s one that works: call overflow services.
Call overflow services serve as your backup when there are more incoming calls than your regular staff can handle. With overflow staff always at the ready, your customers get the help they need even during peak hours. This, of course, translates to positive customer experience, which positively impacts the organization’s bottom line.
Overflow agents offer benefits beyond answering the surplus of incoming calls, however. Here are the less obvious reasons why an overflow staff can be helpful to your business.
1. Better call flow management
It’s not always easy to predict call volume. Every once in a while, spikes in calls will come, and your organization needs to have a system in place to handle call spillover. After all, your business is bound to lose more money for every lost call.
Another great advantage of having a call overflow department in your call center is that they reduce the likelihood of callbacks. Callbacks can cause your organization’s call flow to spin out of control., making shift scheduling even more of a challenge.
2. Reduces stress among agents
As the cliche goes, a happy employee is a productive employee. Using that same logic, it’s fair to say that an overstressed employee is unlikely to be productive.
Taking queued calls for long stretches is one of the major causes of stress among call center agents. Reps who are stressed tend to become disillusioned about their job, resulting in high agent turnover.
Having an call overflow department to serve as backup lightens the burden caused by long queues, thus reducing stress and making agents more productive in the long run.
3. Establishes your organization’s reputation as a customer service powerhouse
If you want your company to consistently deliver a positive customer experience, you need to ensure that customers can talk to a friendly rep every time they try to reach your hotline.
When customers know they can always rely on your staff to provide them assistance, it speaks volumes about how much your company cares for their welfare.
Because 54% of millennials won’t hesitate to stop doing business with a company due to customer service, it only follows that your company’s good reputation in customer service should be maintained and preserved.
4. Helps with disaster or emergency response
When disaster strikes, your company needs all the help it can get. By providing support in cases where emergency relief is needed, an overflow staff can go a long way into ensuring that crises are averted as soon as possible.
Call overflow services are one of the best investments you can make as a business owner. In today’s dynamic business environment, you need a contingency plan for every situation to ensure that your company is in good working order.