This refers to the situation when your office receives more calls than it can answer at one time. Answer Excellence can answer the calls that you can’t, seamlessly and transparently to your callers.
For example, one of our clients is an insurance company who provides flood coverage. When a major flooding episode occurs, the sudden influx of calls can overwhelm the insurance company’s own staff. The “forward on busy” feature is used to direct these calls to Answer Excellence. This allows the insurance company to provide excellent service levels to their clients, even when their own staff if unavailable. We allow the callers to file a claim, and provide basic instructions for damage mitigation.
Many other businesses use call overflow handling, too. Contact us and we can quickly determine what features will help you serve your customers or patients.