After hours call center

After-Hours Call Center

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Are your after-hour customer calls answered by a voicemail system?

Do urgent emails sleep in your mailbox overnight?

Are you married to your laptop on weekends?

Wish you had an after-hours call center to answer overnight & weekend customer calls, resolve issues, log support tickets & reply to emails when you are away? If yes, then you’ve come to the right place.

31West is a leading provider of affordable after-hour support services. Our team of trained support specialists can handle phones calls, emails, chats, system notifications, critical alerts & more. We’ve got your back!!

After-Hours Support Plans

  • M
  • T
  • W
  • T
  • F

6:00 PM to 10:00 AM next day

  • S
  • S

24 Hrs/day

– Customized plans are available as per your requirement. Contact us for details.

– 24 Hours coverage available on holidays of your choice.

Key Features of Our After-Hours Support Services

  • ✓ Service Channels: Phone, Email, Live Chat
  • ✓ Complete Tier 1 Help desk
  • ✓ Seamless, least-effort transitioning process
  • Fully trained agents
  • ✓ Low Cost, Immediate RoI
  • ✓ Go-Live in 1 week
  • ✓ No Contracts
  • ✓ Bring your CRM & other tools

Our Popular Services

Our out-of-hours service plan provides a full spectrum of services for all types of businesses. Our highly trained and certified agents are available overnight and over the weekend to interact with your customers and deliver prompt, accurate assistance in multiple areas. Our popular services include:

  • ✓ Emergency Call Center
  • ✓ After-hours IT Support
  • ✓ After-hours Help Desk
  • ✓ After-hours Call Service
  • After-hours Business Support
  • Emergency Tech Support
  • After-hours Chat Support
  • ✓ Network User Management
  • ✓ Hotel Guest Assistance
  • ✓ Medical Emergency Response
  • ✓ Physician After-hours Support
  • ✓ Server Monitoring
  • ✓ Notification Response Handling
  • ✓ Triage, Ticket Logging & Escalation

Included in After-Hours Call Center Services

  • ✓ Comprehensive Level-1 / Tier-1 support.
  • ✓ Create, Update, Assign or Close Tickets
  • ✓ Assign incoming tickets to appropriate individuals or teams
  • ✓ Monitor & respond to notifications
  • ✓ Triage & gather information for escalation to L2 / Tier-2
  • ✓ Contact on-duty executives for urgent issues

After-Hours Support Channels

  • Phone Calls
  • Email & Tickets
  • Live Chat
  • Notification Response
  • Ticket Management

Guaranteed SLA

  • Under 5 Rings
    Phone Response Time
  • Under 15 Mins
    Email Response Time
  • Under 60 Secs
    Chat Response Time
  • Under 5 Mins
    Notification Response Time

Key Benefits of Our After-Hours Call Center Services

  • ✓ Win new business which require 24/7 availability
  • ✓ No more sleepless nights
  • ✓ Enjoy your weekends
  • ✓ Higher employee retention
  • ✓ Significant cost saving

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 to worry about having to move away from these tools. Our after-hours IT support & after-hours business support 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.

Comprehensive After-Hours Help Desk

Answering Service can only take messages, its a job half done. They are a human version of the voicemail system. Virtual assistants or answering services cannot resolve customer issues. Our after-hours call service specialists offer comprehensive tier-1 after-hours help desk support to your customers. 31west encourage you to train us on issues specific to your business to ensure first contact resolution (FCR). We triage each problem, fix common tier-1 issues, escalate urgent issues to your engineers & log a ticket for non-urgent matters which can hold-off until next business day. We ensure SLAs with your clients are adhered to.

You Deserve Peaceful Sleep & Fun Weekends

Enjoy a peaceful sleep knowing that our after-hours support team is there to take care of your customers overnight and during the weekend. Don’t get disturbed by client calls for issues which are not critical. Our afterhours call center agents are 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

Over the years, 31West has helped clients from across industries & verticals. By outsourcing our customer service team will bring valuable knowledge & innovative solutions helping you deliver better results at lower cost. Some of the industries we have worked with are Healthcare, Network & Technology, Finance & Insurance, Food, Restaurant & Hospitality, Manufacturing, Retail & Ecommerce, Supply-chain, Logistics. Transportation & Automobiles, Travel & Leisure.

Trust by

Client TerraDotta
Client Optum
31west client McDonalds
Client VXL
Client FTBL
31west client Axelacare
Client United Healthcare
Client Highwinds
client Winweb
Client Synapse Corp
Client Zoomer
client Logipen