BDC glossary
Overflow call handling
Answering calls that the primary team cannot take because every line is busy or the store is closed.
Overflow is where most dealership calls are lost. Alpha Drive's AI absorbs volume spikes without a queue, and Live Assist agents take the exceptions.
Also called: overflow calls, after-hours answering.
Read the chapter: Live Assist: the human half of your BDC →
Related terms
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