Overflow Call Handling
What happens when you can’t get to the phone? Do clients get an engaged signal or message bank? What’s a missed call worth? In many businesses, resourcing a team to deal with extra calls is cost prohibitive. TMC offers cost-effective overflow call handling services. Whether it’s seasonal, or an unexpected call load increase, our call answering service is customised to your needs. You may need us for overflow call handling, after-hours answering, or to answer all of your phone calls. We get to the phone when you can’t.
Excess Call Solutions
A small operation with limited staff, a larger business with a number of departments. Staff on sick leave. It could be the lead up to Christmas, or a new product line may have dropped. You may be prone to unpredictable weather events. Whatever the reason for your call overflow, unanswered calls can affect how your clients perceive your business. Message banks can increase workloads as your team deciphers voicemails and plays phone tag with call backs. Worse still, with a call unanswered, clients may find someone else to take care of their business.
When we answer your overflow calls, we ensure that a clear and actionable messaged is relayed to your team. We can even suggest the best time for you to call clients back. You can return messages, have organised call logs, and provide a better level of customer service to your clients.
How Does Overflow Call Handling Work?
When we handle your overflow calls, we set up a custom divert to TMC to answer anything that you cannot answer. Our primary call centre workforce handles the calls according to protocols and processes that we have developed with you ahead of time. We develop a custom script so our customer service operators stay on brand and on message.
Because we answer calls on your terms, you can customise what we answer. This means that VIPs are not missed and urgent actions are put to the top of the message queue. We can set up different protocols for after-hours answering or offer a call back service. We can transfer calls through to your business or we can urgently contact you if needed. Whether you use us as a reception service, or part of a booking and appointment scheduling, the choice is yours.
We’re open 24 hours a day, 7 days a week, so we can answer calls whenever they come in. Choose to be contacted with messages via email, SMS or live call transfer. Know that we handle issues and problems according to your individual escalation policy.
Overflow on Your Terms
Our overflow call answering services are not only for when you have too many calls. Many clients use our answering service to boost their workflow and meet critical deadlines. To TMC, overflow is whatever you say it is! Your staff may be engaged in a meeting, or you may need to switch off for a few hours. Whatever the reason, activate the divert and we manage your calls.
At TMC, our people are most important asset. When you use us as your call answering service we deliver what we promise: the right people in the job to make your business more efficient. Contact us and learn how we handle overflow calls and supercharge how you answer your phones.
We had been struggling to deal with seasonal demand but thought our systems and processes were way too complex for a partner to help. TMC helped design and implement a simple integrated approach, but also proved that they could handle whatever calls we couldn’t.