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After Hours Overflow

After Hours Call Center Services

 

SERVICE OVERVIEW

After Hours Call Center Services

After hours call center services are handled by virtual agents that will not only possess excellent customer relation skills, but will learn the important details about your business to provide high-quality customer service tailored to your needs.

Business Benefits

An after hours answering service is essential to keeping your current and new customers happy by knowing that they can receive assistance at any time. Depending on your business, you may be in a global market, so the after hours call center meets the demands of all time zones. Use your after hours answering service as a marketing tool by advertising your 24/7 call center availability. RFC Staffing agents will collect leads for you at night so you can concentrate on following up during the workday.

Additional Benefits

Additionally, employing an after hours phone service will give you peace of mind that you are not missing that big sale or losing a great customer. You will work with the RFC Staffing to prioritize messages, so they can contact you when there is a complex issue that requires your immediate attention. This peace of mind gives you true downtime to “regroup and recoup,” so you have plenty of energy for the next day’s business.

Overflow Call Center Services

As with the after hours answering service, overflow call center services ensure that you do not miss vital customer inquiries. You will work with your overflow call handling service to establish when and how the services will kick in to start taking calls, whether automatically or through manual instruction.

For small businesses with equipment or personnel limitations, we’re also proud to offer backup and in-house services that streamline customer service and retain valuable business. The overflow call center will keep your customer communications running smoothly without having to add staff.

Why Outsource to an Overflow/After Hours Call Center?

Customer relations is no longer a 9 to 5 business. The internet has turned customer inquiry into a 24/7/365 business concern. Since many people cannot access the internet during their work hours, the “internet rush hours” between 7pm and 11pm have emerged. Contracting with an after hours answering service will help you capitalize on these rush hour researchers.

According to recent studies, 75% of customers feel that a phone call is the best means of communications when trying to get quick information, and 53% get annoyed if they do not speak to a person immediately. An overflow call center service will help your business handle calls during these peak busy times and maximize customer service satisfaction.

The staff of your contracted after hours answering and overflow call center services are supervised and trained by RFC Staffing, so you can concentrate on the business of making money. With RFC Staffing there will also be bilingual staff fluent in multiple languages available, possibly increasing your customer base.

Turn your out-of-office hours into productive working hours without you having to do all the work by contracting with an after hours answering service and an overflow call center.

RFC Staffing’s Universal Reach

At RFC Staffing, we understand that the demands of running a business can often leave little time for achieving seamless customer service. However, by taking advantage of our overflow and after hours call center you no longer have to worry about phones ringing off the hook or calls going unanswered, or to voicemail. No longer do you risk losing precious time, money, and clientele due to simply not having the resources to answer overflow calls or provide around the clock customer service.

With technical support personnel, friendly help desk assistants, customer service representatives, and sales conversion experts, we are able to provide you with the after-hours answering services you need to create, cultivate, and maintain loyal customer relationships.

Partner with RFC Staffing today and provide your valued customers with overflow call center and after hours answering services. Whether you need an answering service for a small business or a large corporation, we can help. Contact us and learn about the benefits of call center outsourcing today. We look forward to working with you.

Answering Services & Call Center BPO Services FAQs

1Who will be answering my calls?
Located in deep in the heart of Texas, our team of friendly and professional U.S. based virtual receptionists are always ready to answer your calls, 24 hours a day, 7 days a week.
2Do you specialize in particular types of businesses?
RFC Staffing & Virtual Solutions offers a flexible platform that works for businesses of any size and industry. We service the following industries, and we are open to expanding our platform to suit your needs: Personal
New Economy
High Tech
Startup
Cannabis Industry
Agriculture
Manufacturing
Mobile Commerce
Wireless
Entertainment
Music
News Media
Education
Telecom
Electronics
Financial Insurance
eCommerce
Retail
Healthcare
Travel
Food Service
Hospitality
Medical
Real Estate
Property Management
Funeral Home
Utility
Energy
Law Office
Aerospace
Transport
Construction
Pharmaceutical
And More!!!
3What hours are bilingual services available?
Our bilingual agents are available from 8am to 11pm CST.
4What kind of training do your virtual receptionists receive?
RFC's answering service agents are shared agents that service multiple clients simultaneously. Shared agents are trained to take calls for all different types of companies. Whether you're a law firm or a startup, a big business or a tiny one, our agents have the training and experience to deliver service that will wow your callers.
5What kind of training do your dedicated call center agents receive?
Our virtual call center functions like your own business resource and is an extension of your company. Dedicated Agents undergo specific and intense training to learn your business processes and company culture. Agents are also coached on effective up-selling or cross-selling of your products and services.

Training is held online in live virtual classrooms led by trained instructors. We will work with you to setup training materials and curriculum.
6How soon can you begin answering my calls?
Answering Service Calls - At RFC Staffing VS, we build every script completely custom to your business. Once we gather your script information, we begin answering your calls within 24-48 hours.

Call Center Calls- Every business is different. Certain factors like the nature of the project, the complexity level of your business needs, recruitment processes, training processes, agent skill sets, and the resources your business uses will determined the time required for "live deployment".
7How Do I Receive Details from My Calls?
We offer 3 convenient ways for you to receive your messages, leads, and confirmations relevant to the actions we perform on your calls:

Real-time Call Summaries - Receive an email and/or SMS message after each call.

Daily Batched Call Summaries - Receive a call summaries CSV by email daily.

Native Application - Have our agents enter caller info directly into your CRM, eCommerce, scheduling or ticketing system.
8Are there any exceptions to your 24/7 availability?
No. Our contact center is always here 24/7/365 to answer your calls -- even on holidays.
9Do I have to sign a contract?
Answering Service Calls - No. With RFC Staffing, there is nothing to sign and no long term contracts for answering services. Our service is month-to-month. Your are billed one month in advance for your calling plan and additional usage (additional minutes, etc.) from the previous month.

Call Center Calls - We offer service agreements of 3 months, 6 months & 12 months for ongoing projects. We also offer seasonal service agreements for companies who experience business surges during specific times of the year (ex. spring and summer hotel bookings, tax season).

If your business has short term needs for events like fundraisers, charities or natural disaster impacts, let us know. We can work with you to find a solutions that fits!
10Do you have any cancellation fees?
Answering Service Calls - No. You can cancel whenever you want. If you cancel, you will be billed for the current month and usage from the previous month, but you won’t be billed again.

Call Center Calls - Based on service agreement.
11Can I change answering service plans?
Yes! You are not locked into any plan. You can choose to upgrade or downgrade service at any time. Our plans are designed to your specifications, so our staff will always work with you to make sure you have what you need.
12Is there a setup fee for answering service calls?
Yes. There is a one-time fee of $50 to set up your account in our billing/ ticketing systems and create your scripting protocol.
13What if I choose the wrong answering service plan and go over my minutes?
Don’t worry, happens all the time! During your first 6 months of service with RFC Staffing & Virtual Solutions, we’ll automatically upgrade you to the cheapest plan for your usage.
14Is my information safe?
We take security seriously. Our call center is PCI compliant and we build layers of security that deter hackers and guard your site. All message information is protected with SSL encryption to keep your data safe.
15How do you bill?
We offer monthly billing and we only accept payments online. We accept all major credit cards including Visa, MasterCard, Discover and American Express via Stripe and PayPal protocols.
16Are the phones answered in my company name?
Yes! You decide how we answer your phones and what you want our agents to say. We are here to be an extension of your company with the same look and feel you specify.
17Do your operators work from their home or from an office?

All of our agents work from home.  Here is why...

1. Higher Agent Productivity
Many businesses don’t have the space to create separate areas for inbound customer support and outbound sales. At-home working completely eradicates problematic noise level issues and allows agents to work uninterrupted.

2. Improved Customer Service
Most people would agree that they can perform better in a more focused environment where concentrating on the task at hand is easier. Without interruptions from other staff members, our agent’s only priority becomes the customer. Customers appreciate this as well as they have the full attention of the agent and are not asked to constantly repeat themselves.

3. Wider Talent Pool
A busy contact or call center environment is not to everyone's cup of tea. In fact it could be a major deterrent for agent recruitment. Instead of a one-size-fits-all approach, we provide a flexible option for mixing onsite and remote workers seamlessly. And at-home working is an attractive choice for skilled staff who don't enjoy the busy contact center environment.

Remote work is also a great fit for people who have the perfect skills for the role but have family or other commitments. Home workers have the flexibility to do the school run or go to their appointments but can still log in and commit to their agreed hours. This creates a win/win situation by adding certain agents at certain times of day where you know you're likely to have peaks.

4. Increased Flexibility
Using home workers can help you to scale up and down in line with the needs of the business. Depending on the type of business you operate, you may have seasonal fluctuations and changing call patterns. With remote working, we have the flexibility to schedule our staff as needed making it far easier to manage seasonal peaks.

Cloud hosted contact center software lets us simply add additional agents on the fly so that they’re up and running in an instant.

5. Cost Savings
Equipment and office space isn’t cheap. Huge cost savings can be made by employing home workers. With a physical office, you need to be ready for the maximum number of agents that you'll ever need -- even if it's only a few days a year that you actually need that many. By utilizing some additional home workers you can help keep expenses related to space and infrastructure to a minimum.

And for a growing business, employing at-home workers allows you to expand without physically relocating.

6. Skill Retention, Staff Loyalty and Reduced Agent Turnover
Sometimes employees have an off-day where the last thing they want to do is face 50+ of their colleagues. We’ve all been there. And what about the occasional snow day? With remote work, employees can still be productive without requiring time off for unexpected issues.

Have you ever heard someone talk about how much they enjoy the drive to and from the office? At-home work alleviates the burden of commuting to the office, making for a happier employee. And happier staff leads to greater commitment and more motivation.

With the average age of a contact center employee being in the mid 20's, some of your more mature employees may have the best skills but don’t necessarily want to spend their day alongside staff members the same age as their children. Rather than leaving the business they may want to opt for home working.

Bottom line: Increased Employee Engagement = Increased Employee Retention AND Increased Customer Satisfaction ratings.

7. Visibility of Activity and Ownership
Home working, and the lack of insight into the employee’s activities, used to make managers nervous. But today’s cloud contact center system provides just as much insight and visibility into agent activity as if they were in the office. Any abnormal activity will be automatically detected and flagged and you can see at a glance what all of your agents are doing, wherever they are.

You'll also often find that agents working from home have an increased sense of ownership.

With a cloud contact center like RFC Staffing & Virtual Solutions, you can very quickly start to tap into these benefits. Forward thinking companies have been doing this for years and it's a trend that continues to grow. Reach out to one of our experts to talk about how we can help your business achieve its goals through our cloud contact center adoption.

18How do I route my callers to you so you can answer our phones?

It's easy to get your calls to RFC Staffing VS. We provide a new phone number with all our plans. You can either advertise this number directly, or if you already have a number that you want to use, you can forward it to your RFC Staffing VS number one of three ways:

  • Forward your calls to RFC Staffing VS all the time.
  • Forward your calls to RFC Staffing VS as needed.
  • Forward your calls on a ring-no-answer basis (calls will automatically rollover to RFC Staffing VS if you don't answer after 3 rings).
19Where are our calls answered? Are they outsourced to a foreign country?
NO – all calls are answered in the United States by our virtual agent team.