Out of Hours Customer Support
Be available when your customers need you, not only when your office is open.
Many customers get in touch outside normal working hours. We cover the evenings, nights, weekends and public holidays you choose, resolve what can be resolved, take accurate messages for everything else, and follow your instructions for urgent situations.
What changes for you
The outcomes this service is designed to deliver.
Opportunities kept
Enquiries made outside office hours are handled rather than lost to a competitor who answered.
Urgent issues escalated
Genuine emergencies reach the right person through the on call process you define.
A clear morning summary
Your team starts each day knowing exactly what happened overnight.
Scope
What is included.
- Evening, night, weekend and public holiday cover
- Overflow when your own team is busy
- Message taking with structured summaries
- Urgent call escalation to on call staff
- Daily overnight reports
How automation and people share the work
Automation
- Answers simple questions at any hour
- Captures structured details for every enquiry
- Identifies urgent requests for immediate escalation
People
- Handle distressed or urgent callers
- Follow your on call procedures carefully
- Resolve issues that need more than a message
The exact balance is agreed with you. Some clients prefer every conversation to be handled by a person.
How it runs
From first conversation to steady operation.
- 01
Define your cover
We agree the hours, channels and types of enquiry to be covered.
- 02
Set escalation rules
Urgent situations and on call contacts are documented in detail.
- 03
Route your contacts
Call forwarding and channel access are configured for the agreed hours.
- 04
Report every morning
You receive a summary of every contact and action taken.
A good fit for
Who this service tends to suit.
- Home services and property management
- Energy and utilities
- Healthcare administration
Related industries: Healthcare Administration, Home Services, Travel and Hospitality, Energy and Utilities
Questions
Out of Hours Customer Support: common questions.
Can you only cover certain hours?
What counts as urgent?
Your customers deserve better. Let’s make it happen.
Tell us about your customers, your volumes and the hours you need covered. We will come back with a clear recommendation and a written proposal.