The Hidden Impact of Overflow Call Answering on Customer Experience

Missed calls do not cause any harm at all. However, the reality is that missed calls will have a devastating impact on companies if they do not take action to address this issue. Sooner or later, companies will lose a lot of money, and their credibility will also take a huge hit. Thus, this explains why there are many companies nowadays that offer overflow call answering services. Many companies have come to realize that they need to pay attention to overflow calls before it gets too late. Partnering with overflow call answering service providers is undoubtedly an effective way for companies to address overflow calls.  

Benefits of Overflow Call Answering Service

• Better Customer Satisfaction: There is nothing more frustrating to customers than not having anyone to talk to regarding their concerns. These customers call because they expect to speak to someone who can help them with their issues. Thus, when they are unable to talk to someone over the phone, they have a valid reason to get upset. The good thing is that an overflow call answering service can help companies avoid missed calls from customers. Once all customer calls get responded to with practical solutions, the customer satisfaction level will inevitably increase.  
• Cost Savings: Companies no longer need to build an in-house team to handle overflow call answering. Instead, companies can find an outsourcing partner that will offer excellent overflow call answering services. Doing this will help companies achieve cost savings, which they can eventually use effectively in the future. 
• 24/7 Support: A common reason for missed calls is that companies lack sufficient staff to handle all incoming calls. Aside from this, many companies do not have 24/7 operations. When customers call in after office hours, during holidays, or on weekends, nobody answers their calls anymore, which is upsetting. The good thing is that companies will experience business continuity once they avail of an overflow call answering service. The calls of their customers will have a faster response once the overflow call answering service provider takes over. Thus, missed calls will no longer occur, leading to increased productivity among companies. 
• Workload Relief: Companies that outsource overflow call answering service experience workload relief. The call center agents in these companies no longer have to panic and feel stressed whenever there is a sudden increase in calls. The overflow call answering service provider will take over to answer these excess calls, leading to workload relief and stress-free call center agents in the long run. 

Why Choose Magellan Solutions for Overflow Call Answering Services?

• Proven Expertise: We ensure our agents receive proper training to deliver compelling overflow call answering services. Our agents know the customer concerns that they must handle first while also using effective scripts. We provide our agents with the necessary tools to ensure they are prepared to handle all the excess calls. Thus, our agents never panic even when there is a sudden surge of calls from customers because they know exactly what they need to do. 
• Forecasting: At Magellan Solutions, we never take chances. Instead, we make sure to prepare for potential call overflows through forecasting. Doing forecasting enables us to predict the possible times when call overflows might happen. Thus, we can prepare by determining how many agents we need to handle the call overflows. Missed calls stop happening, ensuring customer satisfaction. 
• Omnichannel Approach: To prepare for call overflows, we utilize multiple channels to prevent the voice channel from becoming overloaded. Thus, we also open live chat and email channels for customers, providing them with more options. We also have AI-powered chatbots and virtual assistants that can provide automated responses to customers, especially when it comes to their basic concerns. 

The Bottom Line

The reason why overflow call answering matters for customer experience success is that it helps companies to avoid dealing with costly missed calls. Missed calls can cause significant damage to companies, resulting in lost revenue and strained customer relationships. Thus, it is a wise move for companies that are facing missed calls to seek the support of overflow call answering service providers so that they can address the problem of missed calls effectively. Companies will never lose revenues and customers once again through a reliable overflow call answering service. 

Interested in Overflow Call Answering Service?

Magellan Solutions is a provider of inbound and outbound call center services, as well as business processing outsourcing, in the Philippines. The company has extensive experience in providing best-in-class outsourced solutions to small and medium-sized enterprises (SMEs) as well as large global enterprises. Combining unrivaled expertise and capabilities across industries and business functions, we bring fresh and new approaches to strategies and operational performance of business operations by delivering the right BPO and customer management solutions that span the entire customer lifecycle.

As a leading business process outsourcing provider of customer management solutions, we are committed to delivering an outstanding customer experience with every interaction. Visit Magellan-Solutions.com to learn more about our overflow call answering services. You can also contact us now and receive a complimentary 60-minute consultation.