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"The speed in which they deployed a scalable call handling solution was of major assistance" - Transform
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Overflow Services To Support Unexpected Increases In Call Volume

For most companies it has been hard to predict when and how many calls are going to come in. All too often it is quiet one moment and then suddenly you are rushed off your feet and loosing calls the next.

Businesses, regardless of size, suffer from unpredictable and volatile marketing responses, sickness, holiday and maternity leave so the need for overflow support could be just around the corner. Wouldn’t it be good to have an extra pair of hands always there in the background ready to help you whenever you need it?

FOR MORE INFORMATION PLEASE CONTACT OUR BUSINESS DEVELOPMENT TEAM CALL NOW 0800 011 4570
OVERFLOW CALL HANDLING TO SUIT YOUR BUSINESS SIZE

Messaging:
Taking the nature of the enquiry, ETA of response from the requested person.

Intelligent Scripting:
Agents utilise intelligent scripting that is bespoke for your business.

24x7x365 Cover:
You will always have cover every day of every year.

Script Design and Build:
Specialist programmers ensure bespoke flow diagram and script build. 

Standard Integration & Database Utilisation:
Email integration and standard look-up facilities.

End to End Testing:
Internal and external testing of scripts and integration.

Agent Training:
All agents trained on your script.

Messaging:
Taking the nature of the enquiry, ETA of response from the requested person

Message & Patch:
Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through

Fault Escalation:
Fault identification, unique reference number allocation, escalation commands

Dynamic Search and Rostra Look Up:
Searches relevant person, call introduction, patch, check to ensure fault resolution eg engineer call out services

Ad Response Fulfilment:
Fulfilment of standard services and letters Basic Order Taking:Standard products and services transactions

Credit Card Transactions:
Online credit card verification and transactions

Customer Audit Trails:
Utilisation of web enabled fault tracking, artificial intelligence, transactions, basic database management and development

Intelligent Scripting:
Agents utilise intelligent scripting that is bespoke for your business.

24x7x365 Cover:
You will always have cover every day of every year. 

Script Design and Build:
Specialist programmers ensure bespoke flow diagram and script build. 

Integration & Database Utilisation:
Email and customer database integration. 

End to End Testing:
Internal and external testing of scripts and integration.

Agent Training:
All agents trained on your script.

Business Development Manager:
Dedicated manager to ensure smooth running of all elements of your account and services.

Messaging:
Taking the nature of the enquiry, ETA of response from the requested person

Message & Patch:
Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through

Fault Escalation:
Fault identification, unique reference number allocation, escalation commands

First Line Fault Resolution:
Fault Q&A and resolution, logging of outcome

Dynamic Search and Rostra Look Up:
Searches relevant person, call introduction, patch, check to ensure fault resolution

Automatic Alarm Activations:
Automatic responses and escalation to alarms and emails

Ad Response Fulfilment:
Fulfilment of standard services and letters

Complex Sales Transactions:
In-depth product knowledge, cross sell and up sell

Full Integration:
Secure retrieval of customer information.

Credit Card Transactions:
Online credit card verification and transactions

Bespoke Agent Training:
Agents trained to campaign levels

Intelligent Scripting:
Agents utilise intelligent bespoke scripting 

Full Management Reports and Statistics:
Reports generated every 15 minutes allowing multiple search facilities for key areas of sales campaign and Direct Response activity performance

Call Recording:
All inbound call recording is provided via a secure web service

Industry Specific Regulation Compliance:
FCA regulations. 

24x7x365 Cover:
You will always have cover every day of every year.

Script Design and Build:
Specialist programmers ensure bespoke flow diagram and script build. 

End to End Testing:
Internal and external testing of scripts and integration. 

Business Development Manager:
Dedicated manager to ensure smooth running of all elements of your account and services.

Our service level agreements ensure all customers receive consistently high levels of service throughout the life of the contract.

 

• New standard accounts: contract-programming-testing-go live: 10 days

• Basic moves and changes to scripts: 16 hours

• Contact centre is open and working for you 24x7x365

• Additional standard accounts live in 10 days

• 80% of inbound calls to be picked up within 5 rings

• Customer to receive account management calls once a month

• Customers will have a dedicated account manager

• Customers will receive a quarterly review and complete account consolidation

• Faults can be reported 24x7x365 to a live person

• Escalation procedure to the MD of Direct Response

• Electronic or Paper Bills to be provided monthly

• Online web portal to view the performance of the call centre SLA

BAA Virgin Trains  

 

 

 

BENEFIT FROM OUR 99% CUSTOMER RETENTION RATE

CALL NOW 0800 011 4570

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