After hours call center

After Hours Call Center Services – 24/7 Live Support

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after hours call center

Support your customer 24/7 with our after hours call center and answering service for night, weekends and holidays.

Our team is available to answer calls, email, chats and more during after hours. We help you increase top line sales, reduce after-hours cost by up to 70%, and maximize SLA adherence.

We resolve all basic issues, create support tickets in your ticketing system & escalate critical matters to your in-house or 3rd party escalation teams. We guarantee 100% response rate, backed by an SLA, and a delightful customer service experience.

Top Brands We Serve

client united health
client TerraDotta
client MIS computers
client Highwinds
client axelacare
client GE Healthcare
client McDonalds
client black & decker
client VXL technologies
client A T & T
client optum
client hostgenius
client SoftEngine
client crate
client domicile
electrosonic logo 150x77

What We Offer in Our After Hours Call Center

  • Mon
  • Tue
  • Wed
  • Thu
  • Fri

5:00 PM to 10:00 AM next day

  • Sat
  • Sun
  • Holidays

24 Hrs/day

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

Stay Open 24/7 With Our After hours Phone Service

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

  • After Hours General Customer Service
  • After Hours Vacation Rental Support
  • After Hours Guest & Reservation Support
  • After Hours Support for Hospitals & Facilities
  • After Hours Support for Logistics Industry
  • After Hours Travel Desk Support
after hours call center

Your After Hours Call Service - We Answer Calls When You Can't

after hours call center
  • Answer after-hour calls, emails, chat & tickets
  • Log new tickets and update existing tickets
  • Triage & Resolve customer issues
  • Gather & update ticket with data for escalation
  • Escalate priority issues via phone calls
  • Multi-level Escalation for on-call engineers
  • Send acknowledgement within SLA time
  • Route non-critical tickets to appropriate teams

Omni-Channel Support

  • Phone Calls
  • Live Chats
  • Emails
  • Notification Alerts
  • Tickets

What Can You Expect From Our After Hour Service

Stay Open 24/7

Be available 24/7 for your users or customers without the overheads

No Bots or Voicemails

No frustrating Bots or VMs. Our support reps keep your customer happy & business growing

Level 1 Support

We don’t just answer calls or takes messages. Machines can do that. We resolve issues!!

Significant Savings

50% to 70% lower cost of after-hours support when compared to in-house teams

No Contracts

No forced, time bound contracts. Disconnect anytime with a 1-month notice

Quick Training

Train-The-Trainer for easy knowledge transfer. We’ll manage the team training.

Go-Live in 1 Week

50% to 70% lower cost of after-hours support when compared to in-house teams

Omni-Channel Support

We respond to support request over Phone calls, Emails, Chats & Tickets. All in the same cost

Custom Training

Our team is fully trained on your business, applications & SOPs before going live

BYOT

We work on your business applications & tools. No integration headaches

100% White-Label

We work behind the scene. All calls, chats and emails are answered under your brand name

Good Night Sleep
Fun Weekends

Bring Your Own CRM Tools with Our After Hours Customer Service

With 31West, you need not worry about having to move away from these tools. For a hassle-free support, we jump on the same applications as your in-house reps, eliminating any duplication of work or being out of sync. We work with your your CRM, help desk, ticket management, billing, shipment and return, admin panels, etc.

MS-Teams
office 365 logo
salesforce crm
Zoho Help desk
hubspot
slack chat logo
zendesk
freshdesk
Bitrix24 logo
pipedrive logo
Monday logo
Oracle NetSuite logo
sageCRM logo
Microsoft dynamics 365 logo
odoo crm

Our 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

Stand Out with Our After Hours Call Center Solutions

Here are the top 7 reasons why competitors prefer 31West over the competition:

  • 23 Years of Credibility

    Since 2001, we’ve been helping small & mid-sized businesses reduce cost and improve customer experience.

  • 100% White-labeled Services

    We do all the heavy lifting behind the scenes. No mention of 31West anywhere.

  • Flexible After-hours Coverage

    Feel free to customize the service coverage as per your choice — hours of the day and days of week.

  • Bring Your Own Applications & Tool

    We use your business applications, CRM, and other tools. No sending data to any other platforms.

  • SLA Compliance

    We ensure 100% adherence to internal and client SLAs. These are important drivers for contract renewals.

  • Significant Cost Saving

    24/7 support is expensive. Our clients have saved 50% to 70% on their support cost.

  • No Forced Contracts

    We don’t believe in forced, time bound contracts. All we ask is a 1-month prior notice.

You Deserve Peaceful Sleep, Fun Weekends & Reliable After Hours Call Support

Our after hours customer service helps your business stay open 24 hours a day, 365 days a year. Our team works on weekdays and 24 hours a day on weekends. We manage phone, email, and 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

Frequently Asked Questions

What is an After-Hours Call Center?

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

Who should use after-hours call center services?

After hours call services are particularly beneficial for industries where customers may have support requirement anytime of the day or night. Many industries operate 24/7 like healthcare, hospitality, logistics, etc. These industries can greatly benefit from after-hours services.

What are the benefits of overflow call centers?

Overflow or after hours call centers are beneficial for organizations because they help to ensure customer satisfaction and also play a crucial role in managing large call volumes for businesses, particularly during peak times or unexpected surges in customer inquiries.

How do you handle after hours calls?

Effective handling of after hours calls ensures that customer needs are met promptly. This helps maintain a positive reputation for your business. Here are some best practices for managing after hours phone service:

  1. Automated attendant or IVR system
  2. Emergency line or On-Call rotation
  3. Professional call center service provider
  4. Voicemail system
  5. Call forwarding to mobile numbers of your team
  6. Online support and chat
  7. Regular review and response

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

The cost of an after-hours 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. While there is no fixed average cost due to these variables, a general overview can help in understanding what to expect when investing in after-hours call services.

Basic Voicemail Service: $20 to $30 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

What is an after hours answering service?

Answering services after hours are typically staffed by customer service representatives who are available to take calls from multiple businesses. They are trained to handle calls professionally and with knowledge.

How does an after call answering service 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. There are a number of tasks that call centers perform, particularly answering frequently asked questions, taking orders via phone, qualifying leads, and managing different forms of communication, such as web chats and emails.

What do I look for in a great after hours call center?

Selecting an after-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. Service providers that offer white-label services with custom trained agents are the best choice for businesses looking for a long-term growth.

Call 877-262-5030 or request a custom quote via the form below.