After hours call center

After-Hours Call Center

Home   »   Services   »  Outsource Customer Service   »   After-Hours Call Center

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

Do urgent emails sleep in your mailbox overnight?

Are you struggling to offer 24/7 availability?

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 24/7/365. We empower you to win new clients & retain existing ones.

When your in-house support staff leaves the office, our after-hours 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, chats & emails.

After Hours Support Coverage

  • Mon
  • Tue
  • Wed
  • Thu
  • Fri

6:00 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.

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 and over the weekends to assist your customers and deliver a prompt resolution to tier-1 issues.

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. You need not worry about moving away from your favorite applications.

After-Hours Call Center Channels

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

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 do this without hiring additional employees or breaking your bank? We are here to help you!

We offer after-hours support 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 Call Center Services with 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

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 6:00 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.

We offer a broad spectrum of after-hours call center service plans suitable for your businesses.

  • ✓ After-hours Emergency Call Center
  • ✓ After-hours IT Support
  • ✓ Network Monitoring (NOC Monitoring)
  • ✓ Active Directory User Management
  • ✓ After-hours Help Desk
  • ✓ After-hours on Call Service
  • ✓ After-hours Guest Assistance
  • ✓ Notification Response Handling
  • ✓ Triage, Ticket Logging & Escalation
  • ✓ Off-hours chat

How will our After hours call center service benefit you?

  • ✓ Create, Update, Resolve, Assign or Close Tickets
  • ✓ Resolve Level-1 / Tier-1 issues
  • ✓ Triage & gather data for escalation to Tier-2
  • ✓ Assign incoming tickets to appropriate teams
  • ✓ Contact on-duty executives for urgent issues
  • ✓ Monitor & respond to notifications & alerts
  • ✓ No Contracts
  • ✓ Service Channels: Phone, Email, Live Chat
  • ✓ Comprehensive Level-1 / Tier-1 support
  • ✓ Seamless, least-effort transitioning
  • ✓ Custom trained agents
  • ✓ Go-Live in 1 week
  • ✓ Significant cost saving. Visible RoI
  • ✓ Bring your help desk & other tools

Industries We Serve

Trust by

Client TerraDotta