There are specific times when call volumes can fluctuate – for example, before and after promotional campaigns, and seasonal surges (during the Christmas period and the summer holidays).
Outsourcing to a call management company means you can deal with these peaks in demand. Customers can get tired of being kept on hold, and staff can also become frustrated with a continuous influx of incoming calls. When it gets to this stage, your company may not be meeting its full potential. As a result, your business could be losing calls, and therefore losing revenue.
Using an overflow call management company, you can continue to provide first class customer service, even during peak demand. Your callers will not know that their call is being managed by an outsourced service provider; to them, your company is maintaining its professional reputation, and they are therefore more likely to return again and recommend your business to friends and family.
Outsourcing to a call management company is also cost-effective. You do not need to employ someone new and have to deal with the overheads that come with it (salary, holiday pay and sick days, for example). Leaving a call management company to deal with your call overflow is a lot more flexible – they will be able to handle surges in demand throughout the year as and when they come; the level of service can be reduced or increased at any time.