Call answering services for peak times and out-of-hours
Customers expect fast responses when they pick up the phone. In fact, 50% of callers become frustrated and abandon a call after waiting more than 90 seconds.* During peak times or out-of-hours, long wait times can damage satisfaction and have a serious impact on your bottom line.
OpenContact ensures your calls are answered quickly and handled in your company’s tone of voice, protecting service levels and helping you retain customers when demand is highest.
What is an overflow call centre?
An overflow call centre provides additional call handling support when your in-house team is unavailable or under pressure. This might be during peak trading periods, seasonal surges, campaigns, lunch hours or out of your team’s usual working hours.
At OpenContact, our overflow call handling service allows us to step in exactly when you need us, ensuring customers receive the same high-quality service they experience during core hours. Our trusted agents will:
- Answer calls in your business name, using your tone of voice and guidelines
- Take accurate messages, pass calls to the right person or team, or resolve the customer’s query
- Follow your escalation processes to resolve enquiries efficiently
- Ensure every caller receives a consistent, professional experience
How does OpenContact’s overflow call handling service work?
1. Decide when you need us
We provide flexible coverage across weekdays, evenings, weekends and bank holidays, offering overflow and out-of-hours support when your internal team reaches capacity.
2. Quick and easy setup
We’ll integrate with your existing setup, routing calls to our Norwich-based contact centre using telephony routing and escalation processes, ensuring a smooth experience for your customers.
3. Access data and insights
Once we’ve started answering your overflow and out of hours calls, our client relationship team will deliver clear reporting on call volumes, answer times and outcomes, giving you visibility and confidence that we’re maintaining your high service levels.
Need more than overflow and out of hours support? We offer total customer contact management or can handle additional channels like email or live chat. It’s quick and easy to get started – just contact us for a free, no-obligation chat about how we can help.
