Improving Business by Outsourcing Call Overflow and After-Office Hours Support

Business and consumer calls can fluctuate daily. If your contact center is slow to keep up, you lose business opportunities or frustrate your customers. Business owners want to maximize business opportunities as much as possible. Still, your in-house staff may not prove optimal during peak and after-office hours because calls are missed during after-office hours and are not handled correctly during peak hours.

Peak Call Handling  and Outsourcing Solution for After-Hours Support

 

The 24/7/365 customer support center is a popular way of providing crucial customer care for growing companies. Many small call centers outsourced to the Philippines directly result from a growing customer base and cost-saving initiatives. When you outsource customer support, we will promptly handle call overflow and be able to provide 24/7 customer service through after-hours support.

 

Benefits of Call Overflow and After-Office Hours Support

Call Overflow and After-Office Hours Support can dramatically improve businesses of all sizes. Here’s how:

 

• Increase levels of customer satisfaction and higher rates of returning customers

The company projects a professional and client-centered image by successfully managing all incoming customer calls. This image is vital because it will leave a mark on the company’s brand with clients. When this happens, it assures an increase in customer satisfaction. And because the return rate is directly related to customer satisfaction, it also guarantees an increase in returning customers.

 

• Customer service centers with lower operating costs

In outsourcing customer support, there is no need for a company to invest in more equipment for support services and additional employees that require a salary, training, supplies, and other facility costs. These can be handled by an offshore inbound service provider at the lowest price possible.

 

• Preserving business values

Incorporating a company’s culture, values, and goals in outsourced customer service is possible. A company can provide a customized script and guidelines that outsourced customer support representatives can use. The policy will serve as the CSR’s instructional manual on how to respond in adherence to the company’s core values and culture. On the other hand, the script may include the company’s updated products, discounts, and other promotions. This way, we handle a customer call successfully while maximizing the opportunity to advertise the company’s products and services. This strategy projects the notion of having an in-house representative managing the company’s customer services. Thus, it increases the customer’s level of confidence in the company.

 

• Increase sales and profits

Through outsourcing call overflow and after-office hours support, an enterprise can excellently attend to customers 24/7. The business operates continuously, even on holidays, to ensure no customer is missed. The more customers reached, the more a company can heighten sales and profits.

Your enterprise can get all of these benefits through Magellan Solutions. With a customized approach to inbound call center services, Magellan Solutions can assure the highest quality of service that adheres to your company’s goals and expectations. Contact us today.