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Overflow

Definition

What is an overflow?

When call volume grows and staff becomes overloaded, the calls that can’t be accommodated beyond their capacity are what’s called overflow. To be exact, these calls “flow” through a different system, another department, or in some cases, an entirely different contact center, so that another agent can take them.

This ensures that every caller is connected to a customer support specialist and that service levels are maintained.

What is an overflow
What is an overflow?

Should you outsource an overflow call center?

Hiring a full-time employee to answer more queries is not always cost-effective for a company. Outsourcing customer support, on the other hand, is a sustainable and cost-effective solution in these situations.

Customer service is no longer a traditional nine-to-five job. The technology has transformed it into a 24-hour business sector. 

Since most people cannot use the internet or don’t have the time to sneak a phone call during working hours, 7:00 p.m. to 11:00 p.m have become the internet rush hour. And this is usually the time when overflow happens.

Using an after-hours answering service for overflow calls will let you capitalize on these rush-hour users, and an overflow call center can turn your out-of-office hours into productive ones.

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About OA

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About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.