The Pros and Cons of Using an Overflow Call Answering Service for Your Business

As a small business owner, I’ve encountered the inevitable challenge of handling an influx of phone calls, especially during busy periods. It’s a juggling act—balancing customer inquiries, managing operations, and ensuring no opportunity slips through the cracks. Fortunately, my business offers an overflow call answering service, so I don’t have to look very far for a solution!

I wanted to share my insights on this solution compared to other alternatives like hiring an extra employee, juggling calls between mobiles and team members, or relying on voicemail.

Overflow Call Answering Service: A Flexible Safety Net - Pros

Never Miss a Call Again: 

One of the biggest advantages is ensuring that no call goes unanswered. Overflow services pick up calls swiftly, eliminating the risk of missed opportunities.

Professionalism: 

Calls are answered in your company’s name, maintaining a seamless and professional image. Customers won’t know they’re speaking to an overflow service, which helps maintain your brand’s reputation.

Flexibility: 

You can switch the service on and off as needed. This means you’re not tied to a permanent solution, and you can adapt based on your business’s fluctuating needs.

Cost-Effective: 

Compared to hiring a new employee, an overflow service can be a more economical choice. There are no recruitment, training, or ongoing employment costs involved.

Trial Period: 

Many services offer a free trial period (such as 14 days) allowing you to test the waters before making any commitments.

Overflow Call Answering Service: A Flexible Safety Net - Cons

Less Personal Touch: 

While the service is professional, it may lack the local knowledge or more in-depth product knowledge an in-house employee or yourself might provide.  

Dependent on Service Quality: 

The effectiveness of the service heavily depends on the provider’s quality. A subpar service can reflect poorly on your business.

 

Hiring an Extra Employee: Building Internal Capacity - Pros

Dedicated Focus: 

An additional employee can focus entirely on handling calls, learning about your business and providing a personal touch and consistency in customer interaction.

In-House Training: 

You can train the employee to handle calls exactly how you want, ensuring they align with your company’s standards and values.

Team Integration: 

Having an in-house team member means they can handle other tasks as well, providing additional support to your team beyond just answering calls.

Hiring an Extra Employee: Building Internal Capacity - Cons

Higher Costs: 

Hiring, training, and retaining an employee is costly. It’s not just the salary but also benefits and other employment-related expenses.

Fixed Commitment: 

Unlike a flexible service, an employee is a long-term commitment, which may not be ideal if your call volume fluctuates seasonally.

 

Juggling Calls Between Mobiles and Team Members: DIY Approach - Pros

Cost-Saving:

This approach saves money since it uses existing resources without additional costs.

Personal Touch: 

Calls are handled by people who know the business well, ensuring a personal and informed interaction.

Juggling Calls Between Mobiles and Team Members: DIY Approach - Cons

Inconsistent Availability: 

Team members might be busy with other tasks, leading to missed calls and delayed responses.

Distraction: 

Constantly juggling calls can be a major distraction from other important tasks, reducing overall productivity

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Relying on Voicemail: The Old Standby - Pros

Simple and Cheap:

Voicemail is a straightforward and cost-free solution, requiring no additional setup or expense.

Time Planning: 

You can handle calls at your convenience, without the pressure of answering immediately.​

Relying on Voicemail: The Old Standby - Cons

Customer Frustration: 

Many customers dislike leaving voicemails and prefer speaking to a live person. This can lead to frustration and potential loss of business.

Missed Opportunities: 

Voicemails might go unnoticed or take too long to be addressed, leading to missed opportunities and dissatisfied customers.

You Need To Call Back: 

This can be time consuming.

 

Conclusion

Each solution has its own set of pros and cons, and the best choice largely depends on your business’s specific needs and circumstances. Overflow call answering services offer flexibility and professionalism without the long-term commitment and high costs of hiring an extra employee. However, they may lack the personal touch of an in-house team member. On the other hand, juggling calls internally can save costs but might compromise availability and productivity, while relying on voicemail is simple but can frustrate customers.

As with any business decision, it’s crucial to weigh these factors carefully. Consider trying out an overflow service during a free trial period to see if it meets your needs before making a longer-term commitment. Ultimately, the right choice is one that aligns best with your business’s goals and customer service standards.

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Further Information:

For further information on how a telephone answering service could support your business, take a look at the links below and the FAQ’s below:

https://www.yourofficeandpa.co.uk/our-services/overflow-call-answering-support/

 

 

FAQs: Overflow Call Answering Services

Q1. What is an overflow call answering service?

An overflow call answering service is a solution where a third-party provider answers calls on behalf of your business during busy periods, ensuring no call goes unanswered. This service can be activated when your in-house team is unavailable or overwhelmed, offering seamless support without disrupting your operations.

Q2. How does an overflow call answering service work?

When your phone lines are busy or unanswered, calls are automatically redirected to the overflow service. The service picks up these calls swiftly, answering in your company’s name and following your specific instructions. This ensures callers receive the same professional experience as they would with your in-house team.

Q3. What are the benefits of using an overflow call answering service?

• Never miss a call: All calls are answered promptly, eliminating the risk of missed opportunities.
• Professionalism: Calls are answered in your company’s name, maintaining a seamless customer experience.
• Flexibility: You can switch the service on and off as needed, adapting to your business’s changing needs.
• Cost-effective: Avoid the costs associated with hiring and training additional staff.
• Coverage during busy periods: Ensure customer calls are handled efficiently during staff shortages or seasonal peaks.

Q4. Are there any downsides to using an overflow call answering service?

While the service offers numerous benefits, some potential downsides include:

• Less personal touch: The service may lack the personal touch that an in-house team can provide.
• Service quality: The effectiveness of the service depends on the provider's quality, which can vary.

Q5. How does an overflow service compare to hiring an extra employee?

Hiring an extra employee offers a dedicated focus and personal touch, but it comes with higher costs, including salary, benefits, and training expenses. An overflow service, on the other hand, is more flexible and cost-effective, without the long-term commitment.

Q6. Can I still answer calls if I’m available?

Yes, with an overflow service, you have the first opportunity to answer calls. If you miss a call, the overflow service will pick it up, ensuring no call goes unanswered.

Q7. How do I set up an overflow call answering service?

Setting up an overflow call answering service is typically straightforward. You’ll need to choose a provider, configure your phone system to redirect calls when lines are busy or unanswered, and provide the service with any specific instructions or scripts to follow.

Q8. Is there a trial period available?

Many providers offer a free trial period, such as 14 days, allowing you to test the service and see how it benefits your business before making a commitment.

Q9. Can I use the service only during specific times?

Yes, most overflow call answering services offer flexible packages that allow you to use the service only when needed, such as during peak hours, staff shortages, or busy seasons.

Q10. How much does an overflow call answering service cost?

The cost of an overflow call answering service varies depending on the provider and the package you choose. However, it is generally more cost-effective compared to hiring an additional employee, as you pay only for the service when you need it.

Q11. How do I ensure the service aligns with my brand?

You can provide the overflow service with specific instructions, scripts, and guidelines to ensure that calls are handled in a way that aligns with your brand and maintains a consistent customer experience.

Q12. Can the overflow service handle different types of calls?

Yes, an overflow call answering service can typically handle various types of calls, including customer inquiries, appointment scheduling, order processing, and more, depending on the instructions and capabilities you provide.

If you have any more questions or need further information, feel free to reach out and we'll be happy to assist!

For more FAQ’s and information follow the link here: https://www.yourofficeandpa.co.uk/faqs/