After hours call center

After-Hours Help Desk IT Support Services

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Are after-hour support calls answered by a voicemail system?

Do urgent support emails sleep in your mailbox overnight?

Are you struggling to support your customers during after-hours?

If yes, then you are losing out on business. Users calling during after-hours have critical issues that need immediate assistance. If you are unable to resolve them in time, you run the risk of losing your client.

We help your business stay open, day or night, 24/7, 365 days a year.

When your in-house support staff leaves the office, our after-hours help desk support team takes over.

We triage & resolve tier-1 issues, log tickets in your help desk system & escalate critical problems. We guarantee 100% response to calls, emails, alerts & tickets, backed by an SLA & a delightful customer service experience. We welcome using your help desk application & internal support tools.

Helping you retain existing clients, win new ones & scale faster!!

After Hours Help Desk Support Coverage

  • Mon
  • Tue
  • Wed
  • Thu
  • Fri

5:00 PM to 10:00 AM next day

  • Sat
  • Sun

24 Hrs/day

– Customized plans are available as per your requirement. Contact us for details.
– 24 Hours coverage available on holidays of your choice.

Omni-Channel Support

  • Phone Calls
  • Emails
  • Notification Alerts
  • Tickets

We Answer Calls When You Can't

Did you know that over 72% of after hours calls can generate significant revenue for your business & decide “client retention”? If you are not available, you are certainly losing revenue.

Our after-hours call center service is affordable for all types of businesses. Our experienced support agents are available overnight on weekdays & 24 hours over the weekends & holidays to assist your customers & employee.

We understand that you use specific platforms & applications like CRM, Helpdesk Tickets, Billing, Orders & Tracking, Custom scripts, AWS, Azure, etc. We have worked with all popular applications & we are happy to work within your environment & your existing application. You need not worry about moving away from your favorite applications.

after hours help desk

Comprehensive After-Hours Help Desk Services

Let your internal staff continue to manage customer support and help desk services during the day. Our after-hours help desk team will respond to your customers’ calls & emails between 5:00 PM & 10:00 AM during weekdays & 24 hours on weekends. Your customers enjoy immediate assistance during after-hours and your in-house teams get a clean mailbox when they return to the office.

At 31West, we encourage you to train us on issues specific to your business to ensure high FCR (first contact resolution). Our after-hours help desk solution is engineered to provide the best in class after-hours technical support. Give us a step-by-step guide & we’ll take care of the rest.

Our services cover a wide range of use cases or requirements across multiple industry verticals. Our highly trained and certified teams of support specialists are available overnight & around the clock on weekends. Our popular services include:

Stay Open 24/7 Without Working Overnight & Weekends

To stay ahead of the competition and increase customer satisfaction, businesses must offer live support outside of regular business hours. The question is, how can you offer support, be it day or night, without hiring additional employees or breaking your bank? We are here to help you!

We cover 5:00 PM to 10:00 AM on weekdays, 24 hours support on weekends and holidays. We guarantee 100% response rate backed with an SLA. We ensure no calls, tickets, or notifications are ever missed.

    • ✓ After-hours Emergency Response
    • ✓ After-hours IT Support & Tech Support
    • ✓ Network Monitoring (NOC Monitoring)
    • ✓ Windows Active Directory User Management
    • ✓ After-hours Help Desk
    • ✓ After-hours Outsourced Support Desk
  • ✓ After-hours on Call Service
  • ✓ Vacation Rentals / Hotel Guest Assistance
  • ✓ Support for Manufacturing Industry
  • ✓ Alerts & Notification Response
  • ✓ Triage, Ticket Logging & Escalation

After-Hours Support Service backed by Guaranteed SLA

  • Under 5 Rings
    Phone Response Time
  • Under 15 Mins
    Email Response Time
  • Under 5 Mins
    Notification Response Time

Our Offer

Your Benefits

  • ✓ Log new tickets & update existing tickets
  • ✓ Resolve Level-1 / Tier-1 issues
  • ✓ Assign incoming tickets to appropriate teams
  • ✓ Triage & gather data for escalation to tier-2 team
  • ✓ Escalate P1 / Sev-1 issues via phone calls
  • ✓ Follow weekly roster to call on-call engineers
  • ✓ Escalation matrix of on-call engineers
  • ✓ Monitor & respond to notifications & alerts
  • ✓ Respond within SLA time window
  • ✓ Comprehensive Level-1 / Tier-1 support
  • ✓ Significant cost saving. Visible RoI
  • ✓ No time-bound contracts
  • ✓ Least-effort transitioning
  • ✓ Go-Live in 1 week
  • ✓ Multiple Support Channels: Phone, Email, Chat
  • ✓ Custom trained agents
  • ✓ Bring your help desk & other tools
  • ✓ Win new business that require 24/7 availability
  • ✓ Higher employee retention
  • ✓ No more sleepless nights
  • ✓ Enjoy your weekends
  • ✓ 100% White label service

Bring Your Own CRM Application & Other Tools

We understand you have specific tools which you use for business functions like CRM, Helpdesk Management, Ticket Management, Billing, Shipment & Returns, Admin Panels, Server Consoles, Custom scripts, etc. With 31West, a leader in after-hours call services, you need not worry about having to move away from these tools. Our after-hours IT support & after-hours 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.

intercom crm logo
servicemax asset 360
office 365 logo
Service Channel
Autotask for IT Hel pdesk
Zoho Help desk
slack chat logo
Zendesk-CRM

After-Hours Call Center Services - Key Differentiator

Here are 5 tips to select the best service provider for your business:

  1. Omni Channel Support:
    Phone, Chat, Email, Social Media, Notifications, Alerts.
  2. White-labeled Services
    Answer calls and email in your brand’s name. just like your in-house team
  3. True After-hours Coverage:
    Should offer coverage when your team is not in office — after-hours on weekdays & 24 hours on weekends.
  4. Use Your Internal Applications & Tool
    Should be familiar with (or ready to learn) your current helpdesk system and other internal tools.
  5. SLA Compliance
    Should be able to comply & meet the SLA you have with your clients.

You Deserve Peaceful Sleep & Fun Weekends

31West helps your business stay open 24 hours a day, 365 days a year. Our support team works after-hours on weekdays & 24 hours on weekends. We manage phone, email & chat support. We also respond to notifications and escalate critical issues to your on-duty technician.

Enjoy a peaceful sleep knowing that our support team is there to take care of your customers overnight and during the weekend. Don’t get disturbed by client calls for issues that are not critical. Our team of IT engineers is trained to resolve tier-1 issues immediately. They triage & escalate only critical ones and log a ticket for the ones which can wait for the following business day.

Industries We Serve

Trust by

client united health
client TerraDotta
client MIS computers
client McDonalds
client axelacare
client GE Healthcare
client VXL technologies
client A T & T
client SoftEngine
client crate
client optum
client domicile
client hostgenius
client black & decker
client Highwinds