What’s the difference between overflow and out of hour’s call answering services?

Does your business need overflow call-handling support or out-of-hours call-handling support?

Whistl's Contact Solutions can provide two types of call centre services to help you maximise customer care, during increased volumes of call traffic.

• Overflow call handling services:

Overflow call handling can operate during either business hours or out-of-hour services to help you manage increases in demand. Many businesses have customer demand that has unplanned peaks; with an outsourced service, we are available to support your business so that your customers are not kept waiting on hold or in customer queues.

Whistl’s overflow contact handling will offer you and your business more flexibility to extend your opening hours, so you have professional call management services available whenever your customers need your business, without your business operating all day and night. 

• Out-of-hours call handling services: 

Are designed to help you respond to more urgent queries outside your regular operating hours. Many businesses have the ‘standard business’ hours we have become used to over the years; broadly, these mean businesses are typically staffed from 8 a.m. to around 6 p.m. 

With more businesses offering their staff more flexible working hours and accommodating home working, some businesses are able to extend these typical hours slightly but often cannot operate 24/7 support. With an outsourced contact centre support your business does not need to rely on internal staffing and resources, saving additional operating costs.  

Customer support services: the heart of your business

Whistl conducted research in the summer of 2018 to understand What British Consumers Think of Customer Service Centres. We found that though the British public has a reputation as queue lovers, happily standing in line chatting about the weather, tutting at queue-jumpers and complainers, the reality is actually quite different. Most Brits would wait just TWO minutes before hanging up with Millennials the least patient of all with companies having just 60 seconds to resolve their problems on the phone before they hang up. Read more about the insights here.
 

What are the benefits of extending your business operating hours?

Ensure your customers will always get to talk to a real person. Whistl’s out of hours and overflow call handling services will ensure that your company has a call represented available to provide your customers assistance and support when they need it. 

Our experienced and professional contact centre agents are trained and managed to answer every phone call as if they worked within your office locations. Before we take any of your customer's calls we work closely with your business to develop and set the right strategy and operating plan so that we understand your business, unique selling points, and business ethos so we can work as an extension of your business and team. This means we can effectively answer every call in your company name and with the agreed service levels and key performance indicators that you would set for your internal staff. 

With Whistl’s inbound contact centre support services, your business will benefit from increased sales, productivity and profitability, at time the key times your customers need support.