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How to Support High Call Volumes From TV Ads

Running ads on TV can be a great way to increase sales.  But when your ads air and all those people call you, will you be prepared to handle those high call volumes? Here’s how you can make sure you get the most out of every call from your TV ads.

Image of a person dialing a number they saw on a TV ad

Perhaps your business only receives about thirty calls a day, which is a number your office can handle alone.  However, you’re interested in reaching a larger audience base and try to think up different ways to reach new potential customers.  You’ve got it – television commercials!  So you sketch out some ideas, create some attractive TV ads and contact your local television station to air your commercials at your preferred time.

The following week you’re excited for your commercial to air and watch it when it comes on at the specified time.  But then something happens: your phones start ringing at a rapid rate, and your staff becomes overwhelmed.  Your employees aren’t used to handling this many calls at once, callers get neglected and your team becomes flustered and don’t have time to resume other work.

This is where a call center steps in to help you handle all the calls that come in from your TV ads.  We’ll work with you to create a program that maximizes the potential of your paid television ads.  We’ll ensure that you don’t miss any of those potential clients or leave them waiting on the other line for extensive periods of time.

Sound Telecom works with each client to develop a script that produces predictable and consistent outcomes and great customer service.  Our call agents can provide some simple information about your business such as where you are located and the services you offer, or they can schedule appointments so that customers can discuss details with the professional: you.  Call agents then send over all the information about callers to you so you can decide how to handle your leads.

If you need some guidance on how to prepare an efficient phone answering plane when working with a call center, here a few points to think about:

  1. Would you like to use your regular business number in your ads or a toll-free number used specifically for your TV ads?
  2. What is your estimated number of callers you’ll receive each time your commercial airs?
  3. Do you have a list of your most frequently asked questions ready?
  4. How would you like the call agents to forward your calls or messages – cold or warm transfer, email or text?

You know your customers best, which is why your preparation of an FAQ list is an integral part of the initial process. In fact, for a thorough guide to working with a call center to handle programs like this, read How to Develop an Inbound Customer Support Campaign. As you continue airing ads and working with your call center partner, you can always update your call script and enhance your FAQ list in order to better support clients and other incoming calls.  To start a conversation with us about how we can help you handle call from TV ads, contact us today!

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This entry was posted in Call Center News, Sales and Marketing and tagged , , , by Jessica Truong. Bookmark the permalink.

About Jessica Truong

Jessica is the marketing intern for Sound Telecom.  Born and raised in San Francisco, she was looking for an adventure in a different terrain and decided to attend Seattle University where she received her degree in English Literature.  She brings critical thinking, writing, and researching skills that she developed from her major to the company.  In college, she also served on the executive board for the service fraternity Alpha Phi Omega and participated in various cultural clubs and performances.  When she is not working, she enjoys cooking, baking, hiking and pretty much any opportunity to be out in the sun.  She is excited to learn as much as she can at Sound Telecom and hopes the company views her participation auspiciously.