Full Call Outsourcing vs Call Overflow Services
The outsourcing or overflowing of your business calls to Call Pal’s professional answering service comes with many benefits. For example, it takes the pressure off your employees, saves your business money, and gives you access to an entire team of professional receptionists whose sole focus is delivering outstanding customer service.
But what do we mean by outsourcing and overflow?
Fully Outsourcing
A large portion of Call Pal’s customers choose this option. Fully outsourcing your calls is, in practice, the process of simply diverting your main number to our dedicated team in Galway. This means that all calls through to this number will come directly to our call answering agents, who will then deal with them based upon a script we help you design when you first sign up to the service.
Overflow
The overflow service is ideal for companies that have an existing receptionist but tend to experience times of high call volumes. If an incoming call goes unanswered after a set number of rings, it will automatically forward from your system to ours. This setup is also ideal for covering the event of unexpected absences or during times when your receptionist is on annual leave.
When using this service, many businesses tend to find that they are missing a lot of calls that this service will now catch. This, we have seen, has led to an increase in sales leads.
How is the service set up?
In both instances, our team will provide you with a phone number. For full outsourcing: you have your main number diverted to this number by either your phone system provider or by asking your line provider (Eir, Vodafone, Virgin Media, etc.). For call overflow: you need to contact your phone system provider and set up a conditional divert that will forward to this number after a set number of rings if unanswered. It’s that simple!
So which option should I choose?
The option you choose will entirely depend on your goals. We have found that in the wake of the multiple lockdowns of 2020 and 2021, that many companies are now looking at practical solutions that will improve their business operation and reduce costs. Outsourcing their calls to one dedicated service provider has enabled these companies to reduce their wage bill and keep the lines of communications open between customers/clients and the business. This remained true regardless of where their employees were deployed (Office-based, Home-based or Mobile).
On the other side of things, many businesses opted for the overflow solution to cover interruptions, absences and ensure no business opportunities were missed.
If you would like a more in-depth understanding of the benefits of utilising a call answering solution in your business, reach out to the team today for a free consultation. Call us on 1890 511 400.
