After-hours Customer Service
The standard 9 to 5 workday is no longer standard when it comes to global businesses. It takes just a few clicks for a customer to make a purchase in the middle of the night. With the never-ending accessibility of services and products comes the expectation that customer support services will also be available 24/7. Consequently, when customers fail to get the answers to their questions right away, they become frustrated with the company and spend their dollars elsewhere.
But not every company can afford to build and staff its own onsite call center to provide after hours support. The solution is Executive Boutique – a call center in Cebu City, Philippines run by veteran business executives with deep backgrounds in IT, law, finance, sales, and marketing. Our team shares valuable insights, industry best practices, and proven strategies necessary to provide top-level after hours service.
Unlike other call centers, where volume of calls is prized over quality of customer care, each highly trained professional working for Executive Boutique takes great pride in providing the superior assistance that wins loyal customers and word-of-mouth referrals. You can rest easy at night while our team works hard for you, knowing that each account is supported by our IT Department, Training manager, QA monitors, and one or more team leaders. As our client, you will also have direct access to your own project manager via phone, email, or chat.
24 Hour Customer Service is a Necessity for Modern Businesses
Ask any successful entrepreneur what the most important aspects of a company are, and you’re bound to hear “excellent customer service” as an answer. Quality customer service that meets and exceeds expectations must include 24 hour customer service. If customers cannot get through the queue quickly when they want to, they will simply defect to one of your competitors.
Our after hours customer service not only includes available, highly trained professionals, but also the latest technology necessary to deliver superior results. Our telecom infrastructure includes IVR, hybrid VOIP, 50 Mbps internet bandwidth, a customized Vici Dial/OS Dial platform, a full-feature Automatic Call Distributor with skills-based routing, and Microsoft-based servers with firewall security and backup protection.
We believe that customer support goes beyond “getting the job done.” Executive Boutique’s robust quality assurance program is second-to-none. All calls are monitored and recorded by our dedicated Quality Assurance team. We regularly evaluate and review team member performance and host ongoing training sessions to uphold the highest standards of professionalism.
Why Companies Outsource After Hours Customer Service in the Philippines
Building an in-house customer service team is expensive. Finding talent willing to come in at 3 in the morning and on weekends is yet another hurdle. Lastly, how can you predict call volume to have the appropriate number of staff members on at all times? Can you staff holiday periods, when call volume increases, and scale back down when the additional support is no longer needed? Workflow issues are costly and frustrating for everyone involved. One of the solutions is to outsource to a flexible team overseas that can grow or shrink at a moment’s notice, without your company fretting over hiring, training, or letting people go.
The Philippines is considered the global “Capital of Call Centers.” More than 400,000 skilled workers field calls for European and American companies. The cost savings are the primary driver for outsourced labor, but companies quickly learn that the attentive Eastern hospitality, compassionate customer care, pride in employment, and impeccable English is a winning combination for increased customer retention, sales, and process improvement.
After Hours Call Answering Services Offered by Executive Boutique
Think of us as your customer’s own personal help desk around-the-clock – but without all the overhead expense. You can request your outsourced after hours professionals to undergo training to handle:
- Customer order processing for products or services
- Customer requests for more information
- Appointment scheduling
- Product or service upsells
- Full technical support services
- Billing inquiries or returns processing
- Directory assistance
- Attendee registrations for conferences or events
If you have a need that is not listed here, rest assured we can accommodate any after hours call answering services you have in mind. Our team works closely with your staff to act as an extension of your in-house customer service and provide a seamless transition to 24 hours a day, 7 days a week support.