After-Hours Call Center Services: Is it Worth the Risk?

Should having a different time zone hinder your growth?

Online customers are all from different time zones. But this does not mean that you should also be present and sacrifice your personal time off. There is what we call the after-hours call center and Inbound Call Center Philippines offers this kind of service.

If you’re a SaaS or eCommerce business like some of the clients here at Inbound Call Center Philippines, then you’re probably not limited to doing business locally. Which means that you have customers all over the globe.

It’s no surprise that some SMEs have become global businesses. This is because they are available to anyone with an internet connection anytime, anywhere with the help of having an answering service for different time zones.

Strategies for Working with Clients in Different Time Zones

Thanks to the internet, it’s now possible to do business and create partnerships on the opposite side of the globe. 

Global business is a sign that business is growing. But this also creates the challenge of having to deal with clients in different time zones. 

The good news is that we have strategies in maintaining communication and high customer service, even with customers around the globe.

1. Working in shifts

A number of our customer service teams work in shifts to cover time zones 24/7.

If it sounds like it’s a hard sell to ask an agent to work a night shift, we have this to say: you’d be surprised at how many Filipinos are amenable to such time requirements. Subject to Philippine laws, people here in the Philippines are willing to do morning, midshift, and graveyard shift schedules due to their individual needs such as taking care of family members.

For many reasons, non-traditional shifts can be attractive options for some. So it’s worth exploring by outsourcing your 24 hour answering services.

2.  Auto-Reply

When it comes to replying speed, it’s no issue for us. But this doesn’t technically mean that we resolve the issue immediately. What we simply mean is that we guarantee to make your customers happy by communicating right away and letting them know that we are already finding resolutions.

Our auto-reply confirms that we are already resolving issues as we speak. 

We also always remind our agents: warm and human, not robotic and impersonal.

3. On Call

One way to secure a happy agent between full shifts and standard office hours is to implement an “on call” system. Each night, a different support agent stands by to put out customer issues if they come in outside of office hours.

Of course, issues are not exactly a life-or-death situation which may mean that a full-night call probably isn’t necessary.

But with outsourcing, we cover every hour of the evening, dawn, and even holidays.

We can also set up our agent to check in for urgent tickets at a set time instead. It can already go a long way toward catching any issues before they turn into disasters.

After-Hours Call Center Services That You Can Trust

We know that putting your customer service in our hands can be risky. But by choosing a reputable name such as Inbound Call Center Philippines, you can rest assured that you and your customers are in good hands. 

We have years of experience under our belt in running high-efficiency after-hours call center services. We also offer other services such as virtual assistants and virtual receptionists who will not only answer your calls but also offer exceptional customer service that you can be proud of. You can find exceptional people here at Inbound Call Center to cater to your customers 24/7. 

What more can you ask of an after-hours call center services provider for SMEs? Contact us today!