When your team is at capacity, we take the remaining calls.
Letters sent out, price changes, the turn of the year or a system outage: our prepared overflow team takes over according to your rules and documents in your system. From contract to live operation usually takes four to six weeks.
This is how overflow fits into your telephony.
Define the rules
You decide when calls overflow to us: above a certain waiting time, at certain times of day or for certain topics.
Answer with the same knowledge
We work with a knowledge base that your specialist department signs off. Anything we do not resolve goes back to your team with a case summary.
Manage together
You can see reachability and waiting time at all times. In the weekly steering meeting, we adjust rules and capacity to your situation.
This is what matters in an overflow service.
Clear scope of enquiries
We agree in advance which enquiries we resolve and which we pass on. That way, your team and ours never give contradictory information.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about overflow service for peak load.
Question not listed? We reply within one working day.
When your call volumes fluctuate strongly and you do not want to staff your own team for the peaks. Typical examples are seasonal waves, mailings or migrations. Your team covers the base load, and we take the rest according to fixed rules.
From contract to live operation usually takes four to six weeks. Nobody works productively for us without documented subject-matter, technical and data protection sign-off. That is why we set up the overflow in advance, so that it takes effect immediately when needed.
No. To keep trained advisers on standby, we agree a monthly base fee for availability. The details are set out in the proposal we prepare after the needs assessment call.
We agree the greeting, script and knowledge with you. You decide how the overflow is presented to your customers. What matters to us is that the answer is the same as from your own team.
Yes. The overflow can apply only at peak times, only outside your opening hours or permanently above a certain waiting time. You set the rules, and we implement them in the telephony.
For outages, there is a business continuity plan with four levels and a fixed reporting line to you. We can switch to approved workstations at a second site. Our business continuity management is certified to ISO 22301.
