Call Overflow Support for UK Businesses
When your own team is busy, every unanswered telephone call could mean a missed customer or lost opportunity.
Our call overflow service provides additional support when your lines are busy or your team cannot answer. We answer in your company name, follow your instructions and send accurate messages to the right person.
Stop busy periods becoming missed opportunities
Calls do not always arrive at convenient times. Several customers may telephone at once, your team may already be speaking to other callers, or everyone may be occupied with appointments and daily work.
Instead of sending those additional calls to voicemail, they can overflow to That’s My Call. Our team provides a friendly response in your business name and collects the information you need.
This gives your internal team extra capacity without requiring another permanent receptionist to be available throughout the entire day.
How does a call overflow service work?
Call overflow allows calls that your own team cannot answer to be directed to an external answering service.
Depending on your telephone setup, calls may divert to us after ringing for an agreed amount of time, when your line is engaged or whenever you activate the diversion.
We answer as your business, take an accurate message and send it to the appropriate person. Your team can then respond when they are available.
What happens when a call overflows to us?
Your company greeting
We answer using the business name and greeting agreed with you.
Accurate caller information
We collect names, telephone numbers, email addresses and reasons for calling.
Call screening
We can identify the type of enquiry and distinguish customers from suppliers or unwanted sales calls.
Individual instructions
Different call types can be handled using the processes agreed during setup.
Prompt message delivery
Messages are sent to the nominated contact or email address.
Flexible activation
Use the service every day or only at the times when your team needs support.
Setting up your call overflow service
Step 1 - Explain your current setup
We discuss how your team currently answers calls and when calls are most likely to be missed.
Step 2 - Agree your instructions
We prepare the greeting, questions and message-delivery requirements.
Step 3 - Set the overflow diversion
Calls can be directed to us when your line is busy, unanswered or manually diverted.
Step 4 - We answer as your business
Our team handles the call using your agreed process.
Step 5 - Your team receives the message
The enquiry is sent to the appropriate person for follow-up.
When can call overflow help your business?
during your busiest hours
when several calls arrive at once
while your receptionist is already on another call
during lunch breaks and meetings
when staff are working away from the office
during marketing campaigns
when seasonal demand increases
while your business recruits additional staff
during holidays and sickness
when customers are being left on hold or reaching voicemail
You control when the overflow service is used.
Why use a call overflow service?
Reduce missed calls
More callers receive a live response when your team cannot answer.
Improve the customer experience
Callers speak to a helpful person instead of repeatedly ringing or reaching voicemail.
Protect your internal team
Your employees can focus on the person they are already helping rather than rushing between calls.
Add capacity flexibly
Access additional support without permanently increasing your staffing costs.
Capture new enquiries
Potential customers can leave the information your team needs to respond.
Maintain your business identity
Every overflow call is answered in your company name.
Choose the type of support that suits you
Call overflow is ideal when your own team answers most calls but occasionally needs help.
A full telephone answering service may be better when you want calls sent to us regularly during agreed hours. Short-term telephone answering may suit holidays, sickness and other temporary situations.
You do not need to decide which label applies before contacting us. Tell us how your calls currently work, and we will help you choose the right arrangement.
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Personal support rather than a generic call centre
That’s My Call Ltd has traded since 2015. We take the time to understand how your business works, what your callers normally need and how messages should be handled.
Because we are a smaller, experienced team, we aim to provide consistency and familiarity. Our goal is for overflow callers to receive the same helpful and professional experience they would expect from your internal staff.
Flexible overflow answering plans
Our live telephone answering plans start from £45 per month. The most suitable option will depend on how frequently calls overflow and the number of messages received.
Your first month can remain flexible while we learn how often your business uses the service.
FAQ’s
Will you answer in my company name?
Yes. We use your chosen greeting.
When will calls overflow to you?
That depends on your telephone setup. Calls may divert when engaged, after ringing unanswered or whenever you activate the service.
Can my team still answer most calls?
Yes. Overflow support is specifically designed to handle only the calls your team cannot reach.
Can I use it only during busy periods?
Yes. You decide when calls should divert to us.
Can you ask specific questions?
Yes. We can collect agreed information based on the type of enquiry.
How will we receive messages?
Messages are normally sent promptly by email.
Can overflow support become a regular answering service?
Yes. The arrangement can be reviewed if your requirements change.
Are busy periods causing missed calls?
Tell us when calls are being missed and how you would like them handled. We will help you add flexible overflow support without overcomplicating your telephone setup.