Importance of After-Hours Call Center in your business

You may have set a regular schedule for your business but your customers have not. Your business does not end just because you have closed for the day or it’s a holiday. Depending on the business, there can be innumerable situations when customers might need help at odd hours. Consider an instance where a customer needs to clarify something about your product or is operation. Maybe they operate at night or prefer to handle certain function during off hours. Today, with the advent of the internet and advancements in technology, there is no reason your customer should not be able access support. A proactive business would have to ensure that all calls are attended to promptly.

Here are some important benefits of having after-hours call center service

Happy Customers, Happy Business

Issues and inquiries regarding a product or service usually come at an unexpected time and customers demand answers now not later. Diverting your customer’ calls to a voicemail can be frustrating for some. When their needs are not met at the moment, they need it, it may reflect poorly on your company’s dedication to customer service, tarnishing your brand. Having 24/7 or After-Hours call center support shows your customers that you have their back any time day or night. Statistics show, a satisfied customer, will result in repeat sales.

Building Customer Loyalty

Why did you buy the mobile phone brand you have today? When choosing a product for device, whether it be a mobile phone, a medical, scientific, robotic device or just a simple blender for your home, quality, durability and customer support play a major role in the decision-making process. No product is perfect and issues will arise. Happy customers are more likely to be loyal customers when support services are available 24/7. After-Hours call center services pave the way to brand loyalty.

Increase Sales

Loyal customers can be an advocate of your business too. As an advocate they tend to refer it to their relative, friends or colleagues. In that way, you will surely have a sale. Aside from that, when you receive a call from a customer in need, you have captured their attention. Use this as an opportunity to recommend other products and services they might need. Imagine what having agents who proactively help your customers and encourage them to try other products can do for your business.

Establish a strong brand reputation

When you have won your customer’s trust, they will not hesitate to recommend you to their circle of contacts. Your business will have a positive reputation of being compassionate towards customers, professional and reliable. Your business’ growth is sure to follow once you have proven to your customers that you are always there for them 24/7/365.

Creating a unique stand point

If you want to distinguish your business from the rest of your competitors, stand out by offering your customers dependable 24/7 customer service.

Your business has a greater chance of success with an After-Hours Call Center Service than without.

If you find yourself in a dilemma when it comes to after-hours calls, we got you!
COVUE provides low cost fix pricing solutions for After-hours and holiday call center support. Our services easily integrate into your current system.

How to Select an Outsourced Service Provider

When considering outsourcing options for various functions of your Service Operation, it’s critical to select a provider that can not only meet your technical requirements, but one that best fits your corporate culture. This will be essential when building or maintaining a Best-in-Class (BIC) post sale support operation.

The first step in selection of your outsourcing partner will be to clearly identify the strategic intent of the outsourcing decision:

• Is this a cost reduction decision only?
• Is the decision based on capacity/headcount constraints?
• Is this a short or long range decision?
• Is the intent to maintain current operations or improve them?
• Is the intent to drive toward a BIC Service Support Operation?

In most cases, the strategic intent will comprise of one or more of the questions. Once the answers have been carefully considered, the process of selecting your provider can begin.

• Look for a provider with a total focus on Service Delivery and free of any potential conflict of interest. Many providers are involved in vertical businesses that could distract from the mission at hand – BIC Service Delivery. The best provider will be one where service support is their only business.

• Avoid use of companies that provide Third Party Service (alternative to OEM support) or asset management services to end-customers. Such practices pose a conflict of interest and can lead to loss of end customer relationship and/or intellectual property (IP).

• Ensure your provider remains “Swiss Neutral” across all technical platforms and business segments. Confidentiality is a key to a successful service support partnership. Non-Disclosure Agreements help protect confidentiality but cannot completely guarantee IP security. Investigate and validate that systemic processes are place to ensure IP cannot be compromised and that the provider is committed to IP protection. When possible, select a provider that has implemented a robust security program within their QMS.

• Thoroughly investigate references. The best way to identify an outsource provider is by talking with current and past customers. Do they “practice what they preach”?

• Choose a provider with an experienced management team. Do they have experience implementing and directing BIC service operations locally, nationally and/or globally? Ensure their philosophy is synergistic to your model?

• Is the provider flexible? Can services be customized to your business? Many providers will attempt to force fit your business into their infrastructure. Flexibility will be critical to a successful implementation. Other considerations should include: ability transfer employees, type of information systems utilized and ability to bring services online expeditiously.

The choice of an outsourcing provider could be the most important decision you make on the journey to BIC Post Sale Support and superior customer satisfaction. The provider will have direct contact with your customers. Ensure stakeholders are involved in the decision making process. View the provider as an extension of your business. A trusting, secure and flexible relationship will be critical to success.

Got questions? We’re happy to help you. Contact us now!