Call Centre Overflow
Call Centre Overflow
Call centre overflow - stop losing calls.
Call centre professionals are all too familiar with staff turnover, the cost to hire and train personnel and high call volumes at peak times. And that’s just the beginning.
Rocket Ansa-Call helps you when it is not cost effective to hire, train, and manage additional representatives in your centre. Your Rocket Ansa-Call team is trained specifically on your company and your products and services and assisted by sophisticated Callflow software designed to control and optimise customer interaction. Your customers won’t even know they are speaking with someone from a different company.
Your call centre may be giving out a busy signal to customers when there is an influx of calls at peak times. Instead of your customers hearing a busy signal during these times, you may route your overflow calls to our representatives. This way, your customers will always speak with a company representative.
Disaster prevention
What if a phone company “mix up” takes down your entire phone system for several hours? Do you have a back-up plan in place? Protect your call centre from going down completely by setting up a contingency plan with Rocket Ansa-Call. If disaster strikes, calls are routed to our centre, and our team will handle your calls for you. Your customers will still receive the support and service they are expecting.
If seasonal projects affect staffing needs at your call centre, Rocket Ansa-Call is here to assist you. You may choose to roll a portion of your calls to us, or you may choose to forward all your calls for certain periods of time. One of our business representatives will work with you and discuss how we may best meet your needs.
Running in-house call centres although with it's many benefits also brings many problems.
- Line capacity and system capabilities.
- Staff capacity effecting quality of call handling.
- Recruiting good, reliable staff.
- Covering all the necessary opening times.
- Preventing customers from waiting in call queues.
- Distribution of messages to your Engineers on time due to over laden staff.
Using Rocket as your back-up call centre your will be able to dismiss all these serious issues instantly. You will open your system up to a multi-line PBX therefore eliminating call queuing, you will be assured that your calls will always be answered even if several of your employees are unable to come into work, instant distribution of call information to your out workers and extended coverage, those hours in the week that would usually be unmanned.
Our staff will become fully conversant in your products and services and will for all intents and purposes be perceived as though they are one of your own employees. Your customers will notice the improvement not only in answer times but also in Engineers response time.
Open all hours!
Longer operating hours will enable you to expand your customer base and open up your services to companies in other countries.Example
Angela Callaghan manages a call centre for a large insurance company that is staffed 9am to 7pm Monday through Friday and has limited weekend hours. After hours, callers hear an automated message and they may either opt to leave a voice mail message or call back during regular business hours.
Due to a recent company restructuring, the entire country's calls have been routed to Angela’s call centre, increasing call volume by over twenty percent.Evening call volume has increased significantly. her reps are swamped with calls at the end of the day, and the morning staff is overwhelmed with voice mails. Hold times have increased and their customers are starting to complain. The centre needs to stay open later in the evening to handle these calls, but the budget doesn’to allow Angela to offer her employees overtime or hire enough additional reps to handle the calls. So she calls Rocket Ansa-Call.
Solution
We talked extensively with Angela Callaghan about the service her centre provides for their clients, her goals, and the recent fluctuations in call volume. By having a certain number of lines routed to Rocket Ansa-Call, we now handle a portion of their calls. Hold times and the abandoned rates dropped significantly at her centre immediately after we started taking calls, we reduced the strain that was on her own labour force, and their service rating increased.
By using Rocket Ansa-Call as a "pressure relief valve" Angela Callaghan has stabilised her call volume without paying for recruiting costs to grow her staff, new hire training, benefits, additional supervisors, and all the other costs associated with increasing the staff. Angela Callaghan only pays for the calls we take, and we take care of the rest.
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