after hours call center, after hours support

After Hours Call Center

Home   »   Services   »  Customer Service   »   After Hours Call Center

Maintaining an in-house after hours call center service team is challenging and may not be feasible, especially if the support traffic is low. We understand this dilemma – Low Traffic, High Cost, No RoI.

 

To solve this problem, we have designed a low cost, an outsourced after hours plan which is just right for your business.

Our out-of-hours service plan provides a full spectrum of services for all types of businesses. Our highly trained and certified answering service specialists are available to interact with your customers and deliver prompt, accurate assistance in multiple areas. Our popular services include customer service, IT help desk, troubleshooting, network user management, hotel guest assistance, emergency response, medical emergency response, physician after hours support, notification triage, escalation, server monitoring and more.

After Hours Support Coverage

Plan 12HPD

  • M
  • T
  • W
  • T
  • F

7:00 PM to 7:00 AM, Daily

  • S
  • S

24 Hours

Pacific Time

Plan 16HPD

  • M
  • T
  • W
  • T
  • F

6:00 PM to 10:00 AM, Daily

  • S
  • S

24 Hours

Pacific Time

Key Features of Our After Hours Support Services

  • ✓ Service Channels: Phone, Email, Live Chat
  • ✓ Complete Tier 1 Help desk (not just phone answering or message taking service)
  • ✓ Seamless, least-effort transitioning process
  • Fully trained agents
  • ✓ Low Cost, Immediate RoI
  • ✓ Go-Live in 1 week

Included in After Hours Answering Service

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

Support Channels

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

Guaranteed SLA

  • after hours phone answering service
    Under 5 Rings
    Phone Response Time
  • after hours support by email
    Under 15 Mins
    Email Response Time
  • after hours support by chat
    Under 60 Secs
    Chat Response Time
  • after hours call center for notification response
    Under 2 Mins
    Notification Response Time

Key Benefits of Our After Hours Call Center Services

  1. Win new business which require 24/7 availability
  2. No more sleepless nights
  3. Enjoy your weekends
  4. Higher employee retention
  5. Tremendous cost saving

We Work With Your Business 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 center services, you need not worry about having to move away from these tools. Our after hours help desk support reps 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.

Not Just "Answering Service".
We Offer 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, not a comprehensive call center service. Virtual assistants or answering services cannot resolve customer issues. Our after hours specialists offer comprehensive tier-1 support to your customers. We 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 someone is there to take care of your customers. Don’t get disturbed by client calls for issues which are not critical. Our after hour 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 the following business day. Our agents are available via live chat, phone calls, emails. We also monitor system alerts & notifications & react appropriately to ensure that your infrastructure in good health. Our after hours call services, after hours IT support is available 16 hours on weekdays and 24 hours on weekends & holidays.

Industries We Serve

For some businesses, support issues cannot wait until the next business day. We work diligently to help these businesses by offering an affordable after hours support solution. Running an in-house team during after hours is not a commercially viable solution & a big overhead. Our services are a seamless extension to your current team, working in tandem to offer unmatched support when you leave office.

Healthcare

Software

Hospitality

Ecommerce

Technology

Logistics

Networking

Travel

Trust by

Client TerraDotta
Client Optum
Call Center Outsourcing Services
Client VXL
Client FTBL
client axelacare
Client United Healthcare
Client Highwinds
client Winweb
Client Synapse Corp
Client Zoomer
client Logipen