Small businesses do the best that they can when it comes to handling all of the incoming phone calls that are necessary to obtain new customers and keep a steady stream of revenue coming in. This means that there is usually one to two people answering the phones at any given time, but doesn’t account for all of the times where multiple people are trying to call in at once. If everyone is on the phone and someone else tries to call, what do you do? Do you pause your conversation abruptly with a caller, answer the other call and immediately tell the caller to hold? Not the best first impression to leave with someone who might be calling to pay you for your products or services. So what do you do? Do you let the call go to voicemail where the caller will likely hang up due to the fact that 88% of callers become frustrated with a business when they can not speak to a live person? You can’t quite do that either if you want to make the kind of first impression that will help you to obtain a new customer. Sounds like you might need an answering service to manage your overflow call handling.
Overflow Call Handling
When the people inside of your office are busy and can not answer the phone immediately, you can utilize conditional call forwarding to forward the calls to an answering service that can handle your calls on this type of “overflow” basis. This means that every call that can not be handled inside of your office will be handled by your answering service. This will ensure that every caller will speak to a live representative of your business, even if you and your staff physically miss the call the first time around. You and your staff can immediately receive the information of the person who called and what he/she was calling about, so that you can get back to them as soon as you are free, without having them become frustrated by having no one answer or by encountering your voicemail system.
Why is Overflow Call Handling Necessary?
When you miss the call, you are telling a new customer one of two things: either you aren’t available enough to handle their business at that time and this could be an indication of your services in the future, or that your level of professionalism is not up to the standard that they had though. Whichever the case may be, these are not the impressions you want to leave customers with. By having a live person answer your phone every single time, you guarantee that your customer satisfaction will be high and that repeat customers will be extremely likely in the future!