Why businesses must have an After-Hours Call Center Service?


Share on LinkedIn

What role does call center services play for a business?

They play the role of managing and caring for the most important element of any business – The Customers. Traditionally, with the closing of business hours all contact with the company would be unavailable for customers until the next day. If you think of it today, with the advent of internet and advancements in technology that is a really long wait to be able to speak to someone for solving a problem. Depending on the business, there can be innumerable situations when customers might need help at odd hours. Consider a scenario where a working professional needs to clarify doubts about the transactions on his credit card. The convenient time for him might be before his office hours or after. On the other hand, a potential customer wanting details about a product before making a decision; he/she would prefer a brand that caters to his/her requirement whenever they want and not the other way around.

Enterprises have realized that better customer service can give them a competitive edge. Even help them zoom ahead in the race to reach the top of the charts. To achieve that surely companies can establish an internal call center team to handle their customer support. However, maintaining such a division will require meticulous planning and implementation. Along with that being available 24/7 goes without saying. Often after analyzing the business scenario, outsourcing these services to an expert proves tremendously beneficial. Few of these benefits are that businesses can stay competitive, reduce cost, and retain talent.

Stay competitive

The business environment is crowded with competition. Organizations strive to outnumber their competitors to stay ahead of the game. They look for ways to cut costs and create innovative products for their target markets. This requires an intense amount of focus on the core business tasks. As a result, outstanding services provided by customer care providers are grabbing the attention of the C-Suite executives. They are gradually realizing the value of outsourcing certain services, especially customer care. By doing so they are not only able to free up their time for their business but also provide undivided attention to it. This allows them to bring in lots of innovation to their work which converts into better standing for the brand in the market.

Call center providers are also popular for their after-hours call center services. They efficiently handle all customer queries post working hours, on weekends or even on holidays. These are the time frames when the traffic is generally low. However, to provide better customer service it is important to be available round the clock consistently. Being available 24/7 for the customer proves to be a deal breaker many a time.

Another reason call center service providers are important is for their systematic approach to handling customer calls. Expert agents, after years of experience, develop unique systems that help them handle calls at a shorter turnaround time. They can skillfully handle any unexpected surges in volume without any delay. All this helps in delivering true value to the customers which is the ultimate goal of every organization.

Reduce cost

Organizations are smartly outsourcing their customer support requirements to cut costs and save money. It’s seen that outsourcing can help companies save as high as 50% of the operating cost of an in-house team. This is clearly favoring the entry of call center service providers. Outsourcing companies can even select a pricing structure that is best suited for their business.

By outsourcing to call center service providers companies can also avoid the cost of buying expensive technology to run an in-house call center. Not only that, call center agents upgrade their systems often to cater to their clients requirements in the most efficient way. Creating a win-win situation for all.
A very good example of successfully outsourcing customer care is that of a client of 31West. A start-up firm with very low capital made the best decision for itself when they decided to hire the services of an expert. They knew having an in-house team to manage the customers is going to be expensive beyond their financial means. Even with a low budget, the start-up was able to provide the best in the industry, round the clock, service to their valuable clients by outsourcing. This not only got their existing clients delighted but garnered new clients too.</P

Retain talent

The executives that interact with customers at customer support agents are highly experienced and have deep industry knowledge. They have exposure of working with many different clients belonging to various industries. This broadens their understanding of business that no in-house customer service consultant can acquire. This added knowledge helps them to provide optimal answers to queries customers have

When customer servicing is outsourced to the best agency then employees of the business can focus on their core job. There won’t be any need for them to work overtime or drop a holiday plan because of sudden surge in volumes. Call center service agents can handle all such scenarios smoothly. Allowing businesses to retain their precious talent and put them at work that is best suited to them.

The following example is a proof of how properly implemented outsourcing systems can work best for companies to retain their employees. A popular online tech firm was dealing with high turnover rates. This was due to overburdened employees who were trying to create software and handle customer support front simultaneously. The firm couldn’t afford to lose any of their valuable employees anymore as it had started costing them their business. 31West was quickly able to ramp up. Within just three weeks they started managing all of their customer support giving the employees of their clients the much-needed breather. And the business, the scope to grow by as much as 25% the following year.

To conclude

Providing 24/7 service to the customers is a very important decision that enterprises need to take in the current market scenario. This need not mean cutting through profits to keep the show running. Expert call center service agents like 31West provide best in class services at the most economical rate. After 16 years of being in business, they have created a reputation for being reliable and providing top class services consistently.
31West has been seamlessly covering the Level 1 support for many businesses giving them the room to work on other critical matters of business. The after-hours call center services have helped these firms as their technicians managing the tier-2 level tickets get full details ready to work upon without any delay or time spent by them to gather this information. By offering such features, after-hours call center service providers are surely being put in limelight. Now it’s up to businesses to make the final decision to either take this opportunity or no.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here