Call volume management is a major challenge for call centers. While hiring more customer service agents seems like a straightforward fix, it's often not feasible due to budget constraints. A practical solution to this is implementing call overflow services.
These services are a backup for times when incoming calls exceed your regular staff's capacity. Having overflow agents on standby ensures that customers receive assistance even during peak hours, leading to a better customer experience and improved organizational performance.
In addition to handling extra calls, overflow staff can benefit your business. Here are some less obvious reasons why having overflow agents can be advantageous.
1. Better Call Flow Management
Predicting call volume isn't always simple. Spikes in calls can happen unexpectedly, and your organization must be prepared to manage overflow calls. Missing calls means losing money, so having a call overflow department is crucial. It also helps prevent callbacks, which can disrupt call flow and complicate shift scheduling.
2. Reduced Stress Among Agents
A happy employee is usually more productive, and on the other hand, a stressed employee isn't likely to perform well. Queueing for extended periods is a big stressor for call center agents and can lead to job dissatisfaction and high turnover. Implementing a call overflow department to handle backups helps alleviate the stress of long queues, leading to happier and more productive agents over time.
3. Established Reputation as a Customer Service Powerhouse
Consistently providing a positive customer experience requires friendly representatives available on your hotline. When customers trust your staff to help them every time, it shows your company's commitment to their satisfaction. Given that 54% of millennials would switch companies due to poor customer service, maintaining a good reputation for customer service is important.
4. Available Help During Disasters or Emergencies
During emergencies, your company needs all the help it can get. An overflow staff can significantly aid in providing assistance during crisis situations, helping avert disasters swiftly.
Manage Overflow Calls Effectively
Call overflow services are among 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 the smooth operation of your company. Work with a call center partner in the Philippines like Select VoiceCom. We’ll help you handle high call volumes efficiently!