OVERFLOW CALL HANDLING SERVICE
UK Call Centre
Whenever your company’s phone lines are busy, unattended, or you simply want to work or conduct a meeting without being disturbed, why not set up your phone or telephone system to automatically divert those important incoming phone calls to the team at Netcall Solutions, based from our UK call centre.
Suits All Sectors
Companies of all sizes nationwide use our specialised overflow call handling services to ensure they never miss a call. Whatever industry or sector you’re in, our team of highly trained and skilled personal assistants can answer your calls and seamlessly deliver your messages by your preferred method; email or SMS/text. The choice is yours.
All your incoming phone calls are redirected to our experienced telephone PAs in our modern Dorset call bureau immediately, which is particularly effective if you’re away on holiday, in a meeting, on the phone yourself, or your office is unattended.
What Is Overflow Call Handling?
If your phones are ringing off the hook and your existing call handling group has reached its capacity, you’ll need to transfer any additional calls to an overflow group.
These are referred to as overflow calls. But what happens if you don’t have an overflow group in place to take on these extra calls?
Why You Should Consider Overflow Call Handling For Your Company?
Whether you’re speaking to a customer for the 1st time or the 100th time, the phone is still the most commonly used method of B2B and B2C communication.
Whereas an email can go unread and an instant message can be misconstrued, talking over the phone provides far more clarity. Sadly, this is also where so many businesses go wrong.
The long and short of it is this; your customers can be kept waiting in lengthy queues or their calls will go unanswered entirely. Even if they do get through, if your team are already under intense pressure, they may end up being unintentionally curt with the customer.
Now, imagine for a moment that you’re the customer and one of the above has just happened to you. How likely are you to give that company a second chance? If the answer is “not very likely” you’ll hopefully see why having an overflow call group in place is essential to any business.
How Can You Manage Your Overflow Of Calls?
Managing an overflow of calls needn’t be a nightmare, and it’s far from impossible. What you should always bear in mind is that whoever answers your phones must be trained to do so.
Passing call handling duties to untrained employees is a sure-fire way to ensure that your customers will hang up the phone feeling disappointed and let down.
It may surprise you to hear that the most ill-advised decision you can make is to hire additional staff. The cost of recruiting and training new call handlers purely to answer sporadic spikes in incoming calls is prohibitively expensive.
So, what is the best approach to resolving this particular conundrum?
Step 1: Set up a system to redirect incoming calls to an automated service as and when it’s deemed necessary.
Now, while this might seem like a permanent fix by itself, it can also be costly to maintain in the long run. Ideally, you want to use this opportunity to identify a potential misallocation of internal resources.
You should look for ways to improve your team’s capacity. One way is to check your own internal forecasting.
Another approach is to determine how much time is being taken up by training or non-essential activities. Or ascertain whether too many employees are taking their lunch breaks at the same time.
With the added flexibility that comes with using an overflow call handling service – like the one provided by Netcall Solutions – you can take full control while you streamline your own internal operations.
Step 2: Personalise your chosen automated service to act as an extension of your own company.
When you first think of automated overflow call centre services, it’s easy to think of row after row of call handlers all reading from the same generic script.
The beauty of a overflow call centre service like ours is that it can be customised to suit the needs of your business. From inserting promotional messages and upselling products or services to creating a personalised greeting; the sky really is the limit.
This way, your customers will be reassured that whenever they reach a member of our team, their needs will be dealt with.
Our team will follow your instructions to the letter and be able to provide your customers with advice and information. They will also be able to assist in other areas such as handling purchases and even arranging appointments or booking surveys.
Why is any of this important?
Because the more our team can do for you, the less your already overstretched team will have to worry about.
Step 3: Establish the best method of tracking and responding to customers who have been redirected to us.
It’s no use the right hand not knowing what the left hand is doing, and so it’s crucial to have in place a system of tracking and responding to overflow calls.
All calls diverted to us will be logged, and detailed messages taken. These can be relayed back to you to be logged and if a follow-up call is required, acted on.
Messages can be relayed via email or SMS/ Text, so you are always in complete control – no matter what!
These are just a few simple steps to help you get started, and with the right automated overflow call handling service in place; you’ll be well on your way to ensuring excellent service for your customers.
Which leaves one question left to answer…
How Can Netcall Solutions Help?
To get the ball rolling, simply give us a call, and we will have a friendly chat with you to discuss your needs. Then, based on your requirements and your available budget, we can suggest a package that is right for you.
There are no contracts to worry about, and our service can be scaled forward or back as you see fit.
Why Choose Netcall As Your Overflow Answering Service?
A Seamless And Professional Approach
With seamless integration, our overflow call centre services will operate as a core component of your company.
We see to it that all calls are answered in a timely fashion, messages taken accurately, and passed along to you in a prompt manner via your chosen communication method.
Whenever a customer calls up, there will be no waiting in queues or being placed on hold. Instead, they will be immediately redirected to us.
Our seamless service means that our experienced operators will take down the details of each call, which you will then receive via SMS message or email.
Best of all, our call handling services come with no monthly fees and flexible options for all. With packages starting from as little as £2 a day you can pick the one that is right for you.
We supply unbeatable services for overflow call handling so that you can continue doing what you do best.
Regardless of your business’s needs, we can bring value to your company with our simple, yet effective, approach to call handling. Our tailored packages will bring you closer to your customers, as well as maintain your high level of customer service and ensure you never miss a sale opportunity.
Since 2007, we have been dedicated to being the finest call handling bureau there is. Today, we are renowned not only for being highly trusted but also incredibly efficient.
Whatever the size of your company, our highly experienced team, who are trained in the art of phone answering, can assist in a seamless and professional manner.
We guarantee that you’ll be satisfied with the exceptional results you’ll receive with Netcall Solutions, meaning you won’t need to look elsewhere for an overflow call answering service.
To find out more about how we work, you can read through our handy FAQs, which may answer any questions you have.
You can also read our glowing testimonials from many of our satisfied clients who have benefited from our high-class service.
Request Your Free Trial Today
With our wealth of experience, we understand that one size does not fit all companies.
We also understand that signing up to an overflow call handling service without truly knowing how it can work for you could be daunting.
That’s why we offer a free trial to all new customers.
We are confident that once your free trial is over, you will want to continue with our UK call centre’s overflow answering service, but at a level that suits your call volumes and requirements.
Therefore, we tailor our package to suit your individual needs, and to ensure you are not paying for a service that you do not use in its entirety.
For example, our Frequent Users Service, which is our most popular option, offers high volume, basic call taking, as well as optional call transfer and free emails sent.
This also includes an optional SMS text message and a twenty-four, 365 days a year high-quality service that you won’t find elsewhere.
So, whether you’re looking for a small business answering service, or virtual office solutions, look no further than Netcall Solutions.