Overflow support

Most traditional contact centres are put together using multi-vendor, on-premises systems that are rigid, expensive to deploy and make it difficult to respond quickly to today's business needs.

If you manage a traditional contact centre, then your ability to effectively handle spikes, or overflow in call volumes, is constrained by the number of agent seats and ports that are available in your software applications and telecoms infrastructure.

You may also find yourself unable to modify how calls are routed without involving costly IT resources or, of course, using up your most valuable resource - time.

Agility and flexibility

In today's ultra-competitive business environment, the inflexible nature of a traditional contact centre does nothing but compromise your ability to respond to market and business changes, as well as the ever changing demands of your customers.

With Live Agent's virtual contact centre in place your business would be able scale up and down as call volumes change, without worrying about idle infrastructure and excess capacity in times of lower call volumes. You would also be able to modify call routing in real-time, without compromising service.

The Live Agent virtual contact centre advantage

Whether you're utilising your own agents or using our network of professional home-based agents, the Live Agent virtual contact centre platform can consistently and reliably provide you with on-demand flexible capacity whenever and wherever you need it.

Such on-demand capacity can help your business handle spikes in call volume without forcing additional investment in telephony capacity and agent seat capacity. Unrestrained by a limited number of available ports, your business would be able to respond by scaling up the instant call volumes go up.

As you only pay for the capacity you need and what you actually use, you don't need to worry about idle infrastructure and unused capacity when call volumes go down again.

To read about more benefits of using the Live Agent virtual contact centre click here.

To learn more about how Live Agent's virtual contact centre solution could help your business to manage call-volume overflow better, call us on 01270 503250 or email sales@live-agent.co.uk

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