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Overflow, Inc. is a privately owned and operated business whose objective is to provide seamless quality call completion services to established call centers by handling those calls which cannot be immediately answered by the primary business representative. Call Centers face common challenges in a very competitive marketplace, and an ever-escalating need to:
It is the goal of Overflow to help its corporate associates meet these challenges.
FAQ Frequently Asked Questions What financial benefits will my company derive from utilizing the services of Overflow? The many financial benefits include:
I would like to extend my company’s business hours but the cost of operation is too high…can Overflow help? Yes. Consider how our independent agents can service your clients outside of normal business hours so your customers will always have access to a “live” customer service representative.
How will Overflow improve the efficiency of my call center? Overflow’s independent agents will be scheduled to cover the daily and seasonal call fluctuations you experience. This enables you to increase coverage an hour at a time, instead of having to schedule an in-house agent for a 4 or 8 hour shift. Our “elastic model” allows you to meet your scheduling needs more efficiently. Additionally, since the independent agents will be working from their homes, they can be available instantly without first having to travel to a work site.
What kind of training do Overflow’s Independent Agents receive? Our highly motivated and professional independent agents receive certified training in advanced computer operation and customer service, as well as sales. They are trained to “upsell” and to offer additional products and services where applicable. A second training session focuses on “client-specific” training in which the independent contractors thoroughly learn about your products and/or services. All of Overflow’s Independent Agents are located in the United States where they are closely attuned to the U.S. market.
How does Overflow accomplish Quality Control? Our team of managers monitor calls very closely on a daily basis. We hold our Independent Agents to a very high professional standard in customer service and support, accuracy and production. Additionally, our agents are professionally screened and interviewed for security purposes and to ensure the qualities of professionalism, integrity, honesty and discipline.
What type of equipment do Overflow’s Independent Agents use? All of our agents are required to operate with broadband internet connections. This high-speed connectivity allows us to provide a very fast, seamless and reliable integration between your customer’s phone and our agent’s headset. Our phone system is equipped with a background noise filter, preventing the headset from picking up audio interference and noise from outside the agent’s immediate work area. Additionally, our contractors are trained to create a professional work environment to prevent such background noise.
What other advantages can I expect from Overflow, Inc.’s virtual call center operation? Our agents’ abilities to perform are not impaired by inclement weather or natural disaster. A power outage that could temporarily interfere with a call center’s operation would not affect our agents since they are not centrally located. Corporate image is a very significant resource in today’s marketplace. When you meet your company’s call completion needs with Overflow, you are supporting the employment of disabled and senior workers while keeping jobs in America.
How can I contact Overflow, Inc.? You can contact Overflow, Inc. by email at: info@overflowusa.com |
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