After Hours Call Center Services – 24/7 Live Support

We understand you have specific tools which you use for business functions like CRM, help desk management, ticket management, billing, shipment and return, admin panels, server consoles, custom scripts, etc. With 31West, you need not worry about having to move away from these tools. Our after hours IT support and service desk agents have experience with these popular applications, and we can learn new ones in a jiffy. For seamless workflow, we will use the same applications as your in-house reps, eliminating any duplication of work or being out of sync.

What is an After call center?

This is a service that operates outside of your regular business hours. The service provider handles incoming calls, emails, chats, or notifications from clients. They ensure that businesses can support their customers 24/7, even when their offices remain closed for the day.

How do you work 24 hours?

As a professional after hours call center service provider, we operate around the clock with a focus on strategic planning, deploying innovative technology, and maintaining an experienced team. We have teams working in shifts, ensuring 24-hour coverage on weekdays and weekends.

What is 24-hour availability?

24-hour availability means that a business is accessible and operational at all times of the day, 365 days a year. This availability is crucial for customer support, online services, emergency response, etc.

Why should you offer after hours customer support?

In today’s competitive environment, offering after office support has evolved from being a message-taking service. Businesses that prioritize out-of-hours service gain tremendous advantages.

• • • ✓ Ability to handle and respond to critical issues 24/7
    • ✓ Increased customer satisfaction and loyalty
    • ✓ Accessibility and convenience
    • ✓ Wider reach across time-zones
    • ✓ Competitive advantage
    • ✓ Solid reputation

What are the benefits of overflow call centers?

Overflow call centers are beneficial for organizations because they help to ensure customer satisfaction and play a crucial role in managing large call volumes for businesses, particularly during peak times or unexpected surges in inquiries.  There are some additional benefits as well.

• • • ✓ Scalability and Flexibility
    • ✓ Enhanced Customer Satisfaction
    • ✓ Cost Efficiency
    • ✓ Reduced Abandoned Calls
    • ✓ 24/7 Availability
    • ✓ Focus on Core Activities

How do you handle after hours calls?

Effective handling of calls ensures that customers’ needs are met promptly, which helps maintain a positive reputation for your business. Here are some best practices for managing calls:

• ✓ Automated attendant or IVR system
• ✓ Emergency line or On-Call rotation
• ✓ Professional call center service provider
• ✓ Voicemail system
• ✓ Call forwarding to mobile numbers of your team
• ✓ Online support and chat
• ✓ Regular review and response

How do call answering services work?

Call answering services operate as an extension of a company’s team, with trained agents ready to answer calls on behalf of the business. Here is a breakdown of how call answering services work

• • • ✓ Incoming Call Handling
    • ✓ Live Answering by Professional Agents
    • ✓ Message Taking and Call Routing
    • ✓ Appointment Scheduling
    • ✓ Order Processing
    • ✓ Emergency Dispatch
    • ✓ 24/7 Availability
    • ✓ Customization and Personalization

What is the average cost of an after hours phone service?

The cost of phone service can vary based on factors such as the type of service, call volume, hours per day, days per week, customization required, and depth of training. Because of these variables, there is no fixed average cost.

• • • ✓ Basic Voicemail Service: $20 to $50 per month.
    • ✓ Call Forwarding: $0.10 to $0.50 per minute
    • ✓ Live Answering Services: $1 to $2 per minute
    • ✓ Custom-Trained Teams: $2000 – $5000 per month

How do I offer 24/7 customer support?

The most cost-efficient and practical way is to hire the services of an experienced third-party call center that specializes in providing 24/7 support. Such providers are staffed with trained and experienced agents who can assist customers, take messages, and escalate critical issues to your in-house team as mandated by you.

What happens during weekends and other national holidays?

We have teams working in shifts to cover all 24 hours of the day. We also roster the team in a way that we are available on weekdays, weekends & holidays. We always maintain additional staff so that our team members can freely take holidays & PTO as per their convenience. Well-rested & happy team ensures excellent customer service.

Who should use after hours call center services?

After hours call center services are versatile and adaptable to various industries and businesses of all sizes, from start-ups to Fortune 500s. A few of the popular industries that actively offer after-hours support are:

• ✓ Healthcare Providers
• ✓ E-Commerce Businesses
• ✓ Service-Based Businesses
• ✓ IT and Tech Support Services
• ✓ Hospitality Industry
• ✓ Logistics
• ✓ Travel & Aviation
• ✓ Emergency Services
• ✓ Small Businesses and Start-ups

What are the benefits of call answering service for small businesses?

A call answering service can help you convert more of your callers into sales. Here is a look at why small businesses should consider utilizing phone answering services:

• ✓ Professional Image
• ✓ Enhanced Customer Service
• ✓ 24/7 Availability
• ✓ Cost-Effectiveness
• ✓ Appointment Scheduling
• ✓ Message Taking and Call Routing
• ✓ Scalability

What is after-hours support?

After hours support is the act of assisting customers in resolving their issues beyond the usual business hours. This includes evenings, weekends, holidays, and any time the business’s physical location is closed. Businesses employ various methods to offer after-hours call support, including phone lines, chat services, email responses, and social media monitoring.

How do call centers solve problems?

Call centers play a vital role in customer service, acting as the frontline for addressing customer’s concerns and issues. A call center support rep understands the customer’s problems, does triage & solves the issues. Here is a look at how call centers solve problems and ensure positive customer experiences:

• ✓ Comprehensive Training
• ✓ Active Listening
• ✓ Empathy and Understanding
• ✓ Access to Resources
• ✓ Collaboration and Escalation
• ✓ Proactive Problem-Solving
• ✓ Follow-Up and Feedback

What do I look for in a great out-of-hours call center?

Selecting an out-of-hours call center is an important decision for businesses aiming to provide exceptional customer service round-the-clock. The right call center can ensure that customers receive prompt and professional assistance even outside regular business hours.

• ✓ 24/7 Availability
• ✓ Professional and Trained Agents
• ✓ Customization Options
• ✓ Multiple Communication Channels
• ✓ Scalability
• ✓ Reporting and Analytics
• ✓ Integration with CRM Systems
• ✓ Security and Compliance
• ✓ Customer Feedback and Reviews
• ✓ Cost and Value