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How To Provide 24/7 Customer Service Without Working Around the Clock - A Better Answer - ContactCenterWorld.com Blog

How To Provide 24/7 Customer Service Without Working Around the Clock

Offering around-the-clock customer service help is something most customers expect companies to provide. In fact, 75% of customers expect a resolution within five minutes when contacting customer support for help. 75% also rate fast response times as the highest factor in a positive customer experience. 

The thing is, one person or one team can't provide 24/7 support, which means it's time for more creative solutions.

Many businesses get stuck between a rock and a hard place when it comes to customer service. You've got an influx of calls and not enough staffing or processes in place to keep up with them, or maybe you don't have the budget and infrastructure to hire an entire in-house team.

Scaling a team can be difficult, especially for small companies. Even if you're not overflowing with calls, offering 24/7 customer service is a vital perk to add to your company as more and more customers are looking for "after-hours" customer service help.

Failing to meet clients’ expectations is detrimental to any brand. It will result in bad reviews, a poor reputation and dissatisfied clients.

How To Know if Your Business Needs 24/7 Customer Service

It’s time to dive into your analytics and reports to see if 24/7 customer service help will benefit your company and customers.

First, do a little check of your company's current position: 

Are you available on all channels? Are you meeting quotas or expected service levels (SLAs)? How many calls are going missed and emails unanswered per day? Are you receiving negative feedback from customers who don't hear from you?

The biggest downfall of the typical 8 a.m. to 5 p.m. structure is that it's very inconvenient for clients who aren't living in your time zone. And if your business has prospects from all around the globe, offering 24/7 client support is vital to having satisfied customers. Another thing you should consider is providing client care in their native language — especially if you have an influx of calls from the same country. 

Another pitfall of the standard working hours is problems usually don't wait for your office to open. They can happen anytime, anywhere ... and some of them could be urgent. 

Expanding your customer service team and offers can help improve sales, increase customer happiness and boost your reputation. When your customers' needs are pointing toward around-the-clock customer service, it's time to start looking for ways to provide that.

4 Ways To Provide 24/7 Customer Service

There is no better time than now to start offering readily available customer service to your prospects and customers. 

Utilize Remote Workers

Even before COVID, work-from-home jobs were becoming more popular. Now that many companies and industries have embraced remote work, it's easy to find remote employees to help expand your customer service team.

You can hire remote workers from all around the globe, which is especially helpful for overnight shifts. Hiring remote workers in foreign countries is the most beneficial way of covering America's overnight hours — that way, the workers will be working in their standard working hours.

Remote teams can also bridge any language gaps you see consistently (i.e. many Spanish callers with no one on the team who speaks Spanish). Offering customer service help in multiple languages (if it makes sense for your business) is a smart choice, and it will make the whole client care experience more personalized. 

Hire an Overnight Team

An in-house overnight team can be costly and risky, but it is still an option. Consider the cost it will take to pay for the whole team, any benefits if they're considered full-time, the expenses to keep lights and electricity on all the time, etc.

The good thing is, you won't need to pay for more desk space or equipment because they can work at daytime employees' desks. If your overnight team is more extensive, you may need to hire a manager or find someone trustworthy. You are leaving them your office in the most vulnerable hours, after all.

If your brand is small and just starting, chances are you probably don’t need an entire overnight team of full-time workers. But if you have many calls that come in overnight or you need additional help with answering emails, this would be beneficial.

Before considering this option, make sure to write down all the risks involved.

Work With an Answering Service

Outsourcing work to a partner, like an answering service or call center, can help you handle your after-hours customer service inquiries. It is usually the most convenient option, as you're handing your business to a professional while not having to pay as much money as you'd spend implementing other solutions.

Answering services can also help with more than just answering phone calls. Many of them can make outgoing calls to help with business development, schedule appointments, send out reminders, answer emails and other secretarial duties. It’s like having an entire team working for you without the risks that in-house employees bring. The answering service will handle your phone lines on nights and weekends so that you don't have to worry about another sales call going unanswered. 

Another perk is if your company has a specific script or verbiage to use while communicating with clients or has a certain "vibe" you'd like to obtain, an answering service will tailor their communication style to your brand.

The cherry on the top is hiring an answering service is significantly less expensive than hiring an in-house or remote team, as they generally charge only the time spent answering your calls.

Implement Automated Systems

Another convenient solution is an automated system. Nowadays, many computerized systems can walk customers through specific steps on the phone — like Southwest Airlines. They give you many options via an automated system so you don't have to wait for a customer service representative. Clients can do things such as check flight status, check rewards and more.

It will also enable you to stay available when customers need you the most, similar to an answering service.

According to 99 firms, 41% of consumers rated live chat as their preferred channel for contacting support teams. That means if you are not available for chat help when customers are shopping or close to purchasing, you're missing almost half of your opportunities for sales. Depending on the nature of your products and services, using live chat could set you up for success.

Start Offering Around-the-Clock Services for Your Customers and Prospects

Knowing what options you have available is crucial to making a knowledgeable decision for your business. When researching solutions more, be sure to keep your budget, location, wants and customer needs in mind. After all, their needs are of utmost importance.

Don't implement remote help in other countries if it's not needed or use an automated chat system if it doesn't get utilized. In most cases, the least expensive and most beneficial option is an answering service. 

If you opt for this solution, you'll be paying inbound calls on a per-minute basis. There are different types of services as well that you can cater to your needs. 

So, how much does it cost to hire a call center? That depends.

For shared calls — where a large team of operators answers the phone — the price range is usually from $0.90/minute to $2.50/minute. If you choose a more dedicated approach, where a smaller group of operators answers the calls from one company on a per-hour basis, the additional price range goes anywhere from $20–$28 or $30–$50 for international calls.

There is A Better Answer for your needs.

Publish Date: July 22, 2021 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021 5:00 AM
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021 5:00 AM
How AI Is Changing the Customer Service SpaceJune 28, 2021 5:00 AM
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021 5:00 AM
6 Most Common Call Center Myths DebunkedJune 21, 2021 5:00 AM
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021 5:00 AM
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021 5:00 AM
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021 5:00 AM
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021 5:00 AM
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021 5:00 AM

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