5 Questions You Should Ask When Hiring an Overflow Customer Support Team

by | Oct 1, 2020 | On-Demand Customer Support


Having more customers than you or your internal support team can handle will feel like a good problem to have for only a minute or two, until you realize how much money will be left lying there on the table. So much happens between customers and your support teams that feed your business’s bottom line. It’s where the lasting relationships are built. It’s where the sales are made. It’s where the positive word of mouth about your business begins. Whether a customer is reaching out to your team to purchase your products or troubleshoot an issue, being unreachable is unacceptable. 


One of the growing pains associated with building a successful business is not being able to properly show up for every single one of your customers, and it’s a common problem for a lot of businesses. Scaling your customer service and sales teams at the right pace proves difficult when capacities are sporadic and sometimes unpredictable. The key is being able to ebb and flow without having to pay a ton of overhead for a team of agents when customers retreat. 


The best solution for a flexible customer support team that’s able to scale in tandem with the customer demand is to hire an overflow customer support team. You can think of an overflow customer service team as an extension of your already existing (and well-loved) team. When phone calls, live chats, or emails are coming through your channels with reckless abandon, your overflow team is triggered to step in and help. Once things calm, the overflow team steps away until you the next time you need them. 


Hiring an overflow customer support team could be the answer for your growing business, considering you ask the right questions to choose the right fit for your business: 


1. Do you want your customer service agents based in the U.S. or internationally? 


There are pros and cons to hiring US-based agents versus internationally-based customer service agents, and they mostly boil down to the level of service you wish to provide, the time of day you need the service, and the language in which you need spoken. Many US businesses who choose to hire an overflow customer support team prefer to have US-based agents assisting their customers to ensure all of its operations remain on-brand.


On the other hand, many businesses find that internationally-based service agents meet the expectations from both quality assurance and customer experience perspectives. If your business aligns with using international agents for its overflow customer service needs, it could be more cost-effective. 


2. How much are you able to pay to hire an overflow customer service team? 


We all know that you have to pay to play, but how you pay to play doesn’t have to be complicated. INFOCU5, the SaaS company that provides businesses with on-demand overflow customer support, only charges businesses for the ticket and talk time they use. That means, when a customer calls in and receives overflow support, your business pays only for the time the agent spends interfacing directly with your customer to find a solution. 


3. How many overflow customer support agents do you need? 


The tricky thing about needing overflow customer support is that businesses don’t always know precisely how much of it they really need. Forecasting certainly helps, but sometimes marketing campaigns perform better than expected and call volume unexpectedly skyrockets. In those moments, not being available to answer the phone to receive order after order can be detrimental to your bottom line. 

It’s for that very reason that INFOCU5’s on-demand overflow customer support is so intriguing. They’ve built a massive marketplace of highly-skilled, remotely-based customer service agents who are waiting and ready to be alerted thwhen your business needs overflow support, and they jump right in. As your customer demand increases, INFOCU5’s support team seamlessly scales with it. 


4. What time of day is most busy for your business? 


Traffic comes in at all times of the day (and night), and it doesn’t always care to coincide with the shifts your existing customer service teams are working. Yes, overflow customer support is the perfect solution for the madness that comes with big holiday sales, but it can also step in when your internal team isn’t on the clock at all, for instance the coveted graveyard shift. Think of overflow customer support as a way to fill in the blanks when your customers need it most.


5. What sort of integrations, CRM, phone systems and merchant processors do you already use?


It can feel overwhelming to think about getting an overflow customer support team trained and ready to help your existing team manage capacities, but it’s easier than you’d think. Partnering with a business that already has the infrastructure in place means you essentially just plug and play.


Your CRM, merchant processors and phone systems, and other third-party integrations can be plugged right into INFOCU5’s omnichannel platform Resolution, which creates a seamless, all-in-one workflow that keeps your internal and overflow customer support teams pulling on the same rope. Best of all, you get to see (and report) the real-time data and metrics from it all, so you stay on track for your revenue and performance goals. 


Finding the right solution for your overflow customer support needs should be simple and transparent, without any obnoxious hidden fees or eternal contracts. Learn more about how INFOCU5 can step in to handle all of your overflow customer support.