Overflow & After-Hours Call Center Services

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24/7 Call Center Staffing Services

In today’s global world, your customers expect to be able to reach you whenever they need you—and that’s not always during business hours. Overflow and after-hours call center services can ensure that your customers always have what they need.

But overflow and after-hours services are not quite the same.

Overflow call center services offer backup services for periods of high call volume where your primary team needs additional support. When queues get too long, or wait times increase to a predetermined wait time, new callers are routed to your overflow team.

After-hours call center services provide support for when your primary team is not on the clock. Perhaps you have a primary customer service team that manages operations between 9am – 5pm, but you want to provide 24/7 support. In many cases, it’s more affordable and efficient to hire an after-hours team to cover the hours between 5pm – 9am than to attempt to hire internally for overnight support.

Our teams at ROI Call Center Solutions are here to provide overflow, afterhours or complete 24/7 support for your customers.

Benefits of Overflow and After-hours Services

Overflow and after-hours services do more than provide ongoing service—they help establish your brand reputation and increase customer retention. Did you know that 75% of customers expect to receive help within five minutes? Or that 30% of customers weren’t willing to wait on hold at all? Overflow teams with 24/7 service ensures that you never miss an important call—and don’t have to keep customers waiting. 

Provide exceptional service

Today, 24/7 service is more than a benefit—it’s an expectation. With an after-hours team, you can provide 24/7 service for a fraction of the price and without all the hassle of managing 24/7 service internally. At the same time, you can meet and exceed customer expectations.

Expand your global reach

With 24/7 service, you make it easier for customers to contact you at a convenient time, no matter where they’re located. If you’re looking to create a global business, an after-hours call center will help you meet the demand of any time zone.

Peace of mind

Know your business and your customers are being taken care of, even when your team is off the clock. With an after-hours team, you get peace of mind to rest easy while still ensuring your customers have what they need.

Reduce wait times and queues

With an overflow team, you can provide better, more consistent service to your customers, even during your busiest seasons. Ensure there’s always staff on hand to provide service quickly to customers.

Who should use after-hours call center services?

Overflow or after-hours services make the most sense for industries where customers have pressing needs at any time of day or night. Industries that have very seasonal needs also benefit strongly from afterhours services. Some of the industries that we’ve seen benefit the most from afterhours or overflow services include: 

  • Medical and healthcare organizations
  • Assisted living facilities
  • Legal professionals 
  • Banking and credit unions
  • Trade services, such as plumbers, tow companies and mechanics 
  • Education organizations and providers
  • Technical support hotlines

Why ROI CX Solutions

At ROI CX Solutions, we know that the demands of running a business can often leave little time for achieving seamless customer service. Our overflow and after-hours teams step in to fill in the gaps and ensure that your service never misses a beat. When you partner with our teams, your customers get immediate, exceptional help, no matter when they reach out.

As a leader in the call center industry, ROI CX Solutions provides exceptional call center services in 21+ languages for businesses and customers around the globe. With our top-tier training and world-class technology, we are constantly improving our services and processes to provide unparalleled support.

Our exceptional call center services also mean you can get after-hours and overflow support on more than just phone lines—think email backlogs, SMS messaging, technical support, help desk, surveying and lead generation and more. With our teams, you can turn your business into a true 24/7 operation that keeps moving even when you’re sleeping.

That’s the power of ROI CX Solutions.

Scalable customer service that never sleeps

You don’t have to just take our word for it—see how ROI CX Solutions has helped other clients improve customer service with outsourced after-hours and overflow services.

Improved CSAT by 15% in less than
one year

A cost-effective overflow team to manage emails boosts customer satisfaction for this restaurant chain.
 

Overflow teams meet SLAs of 80% of calls
answered in 20 seconds or less

As surges in call volumes resulting in customer delays and frustrations, our overflow teams were able to restore service levels and boost customer satisfaction

JUST A FEW OF OUR SATISFIED CLIENTS

Our clients represent some of the most recognized customer service brands in the world – thanks to their partnership with ROI CX Solutions. We drive customer service with a brand-focused, industry-leading strategy that delivers happier customers, better retention, and better business results every time.

Overflow & After-Hours Solutions FAQs

Overflow call centers provide backup support for your internal teams when call volumes grow or demand increases. For companies who see very varying seasonality, or where call volume spikes unpredictably, an overflow call center can ensure you maintain service levels without overstaffing.
An after-hours call center allows you to provide 24/7 by providing an outsourced team that picks up where your primary team leaves off. When your primary team already covers part of your day, an after-hours can cover the hours you’re not working so your customers are covered 24/7.
Overflow call centers can help you provide much stronger customer service, including improving time to answer, reducing queues and wait times, and strengthening first call resolution. All of this will not only improve customer satisfaction levels, but can also improve overall customer retention.
Any company who sees large fluctuations in call volume throughout the day, week or year should consider an overflow call center. Similarly, after-hours call centers can support any company whose customers frequently need support at all hours of the day or night. Healthcare organizations, financial and banking services, education services and consumer services and trades like plumbing or towing can all benefit from after-hours support.

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