We currently live in a very fast-paced world, and many businesses are expected or have the need, to be accessible around the clock. Ensuring seamless communication and support 24 hours a day is therefore vital for many. However, when it comes to managing calls outside regular operating hours, particularly when emergencies arise or customer expectations demand immediate responses, many businesses struggle. This is where out-of-hours call handling comes into play, offering businesses a solution to maintain professionalism and efficiency beyond the standard 9-to-5. In this blog, we explain what is out-of-hours call handling, its benefits, and why RMS stands out as the trusted provider of this essential service.
- Out of Hours Call Handling – What Is It?
- Key Benefits of Out of Hours Call Handling
- What Sets RMS Apart?
- How RMS’s Out of Hours Call Handling Works
- Industries That Benefit from RMS’s Call Handling Services
- Why Choose RMS for Out of Hours Call Handling?
- Initiate Out-Of-Hours Call Handling With RMS
Out of Hours Call Handling – What Is It?
Out-of-hours call handling refers to a third party managing incoming calls when your business is closed or when your team is unavailable. It ensures that all customer inquiries, emergencies, and urgent matters are addressed promptly and professionally, regardless of the time of day.
This service is particularly valuable for businesses that operate in industries where 24/7 availability is critical, such as:
- Security & Monitoring: Handling emergency alerts, intruder activations, and system malfunctions.
- Facilities Management: Managing urgent maintenance requests or addressing on-site issues.
- Healthcare: Responding to patient inquiries or critical medical situations.
- Retail and Hospitality: Managing booking inquiries or resolving customer issues.
Out-of-hours call handling not only helps businesses maintain operational continuity but also ensures that customers receive the support they need when it matters most.
Key Benefits of Out of Hours Call Handling
Out-of-hours call handling offers a range of benefits for businesses, including:
Enhanced Customer Experience
Customers expect timely responses, even outside regular working hours. Out-of-hours call handling ensures that inquiries and concerns are addressed promptly, improving customer satisfaction and loyalty.
A study indicated that 67% of customers hang up the phone in frustration when they cannot reach a customer service representative. Research also shows that 51% of customers expect a business to be available 24/7 to meet their needs.
Operational Continuity
Emergencies don’t follow a 9-to-5 schedule. With out-of-hours call handling, your business can stay operational and responsive at all times, ensuring critical issues are resolved without delays.
Reduced Workload for Internal Teams
By outsourcing after-hours call handling, your in-house staff can focus on their core responsibilities during business hours without the added stress of managing after-hours inquiries.
Brand Consistency
With the right partner, out-of-hours call handling can seamlessly align with your brand voice and values, providing a consistent customer experience regardless of the time.
Cost-Effective Solution
Maintaining a dedicated in-house team to manage after-hours calls can be expensive. Outsourcing this function to a trusted provider like RMS is a cost-effective way to ensure 24/7 coverage without the overheads of additional staffing.
What Sets RMS Apart?
At Remote Monitoring Services (RMS), we understand the critical role that reliable out-of-hours call handling plays in keeping businesses running smoothly. Unlike traditional call centres, RMS offers an in-house service that acts as an extension of your business, providing tailored support that reflects your brand values. Here’s why RMS is the trusted partner for businesses across the UK:
In-House Expertise
Our out-of-hours call handling service is managed entirely by our in-house team. This means you’ll never have to worry about your calls being outsourced to a third-party call centre. Our team is highly trained and experienced, ensuring that every interaction is handled with professionalism and care.
Acting as an Extension of Your Business
At RMS, we don’t just answer your calls – we become an extension of your team. We take the time to understand your business, brand values, and operational requirements, allowing us to provide a seamless service that mirrors your own internal processes.
Tailored Solutions
We know that no two businesses are the same. That’s why we offer fully bespoke out-of-hours call handling solutions tailored to your specific needs. Whether you require emergency response handling, customer support, or incident management, we’ll work with you to create a solution that fits.
Focus on Quality
Because we manage this service in-house, we maintain strict quality control standards. Every call is handled with precision and professionalism, ensuring that your customers and stakeholders receive the best possible experience.
24/7 Availability
Our team is on hand 24/7 to ensure that your business never misses a call. From evenings and weekends to public holidays, we’re always here to provide support when you need it most.
Advanced Technology
RMS utilises state-of-the-art call handling technology to ensure efficiency and accuracy. From secure systems to detailed reporting capabilities, we provide a modern solution that enhances your operations.
How RMS’s Out of Hours Call Handling Works
Getting started with RMS’s out-of-hours call handling service is simple and stress-free. Here’s an overview of how our process works:
Step 1: Initial Consultation
We begin by understanding your business, operations, and specific requirements. This allows us to tailor our service to meet your unique needs, ensuring a seamless extension of your team.
Step 2: Customised Setup
Once we’ve assessed your needs, we’ll design a customised call handling solution. This includes scripting, escalation protocols, and training for our team to handle your calls in alignment with your brand and processes.
Step 3: Service Activation
Once everything is in place, we’ll activate your out-of-hours call handling service. From this point on, your calls will be routed to our in-house team whenever your business is closed or your internal team is unavailable.
Step 4: Ongoing Support and Monitoring
We provide continuous support to ensure your service runs smoothly. Our team monitors performance, provides detailed reporting, and makes adjustments as needed to maintain optimal efficiency.
Industries That Benefit from RMS’s Call Handling Services
RMS’s out-of-hours call handling service is ideal for a wide range of industries, including:
- Property Management: Handling tenant inquiries, maintenance emergencies, and building security alerts.
- Security Companies: Managing alarm activations, incident reporting, and emergency responses.
- Healthcare: Providing support for after-hours patient calls and urgent medical inquiries.
- Retail and Hospitality: Managing booking inquiries, customer complaints, and urgent issues.
Why Choose RMS for Out of Hours Call Handling?
Choosing RMS for your out-of-hours call handling needs means choosing a partner that prioritises your business’s success. Here’s what sets us apart:
Experience
With years of experience in managing critical operations, RMS understands the importance of reliability and professionalism.
Commitment to Excellence
We take pride in delivering a service that exceeds expectations, providing peace of mind for you and your customers.
Trusted Partner
RMS has built a reputation as a trusted partner for businesses across the UK, offering dependable support that keeps operations running smoothly.
Cost-Effective Solutions
Our in-house approach allows us to provide high-quality service at a competitive price, helping you save on costs without compromising quality.
Initiate Out-Of-Hours Call Handling With RMS
Out-of-hours call handling is an essential service for businesses looking to maintain operational continuity and provide exceptional customer support around the clock. At RMS, we take this service to the next level by offering an in-house solution that acts as an extension of your team. From tailored setups to 24/7 availability, we’re here to ensure your business never misses a call.
Contact RMS today at 0330 002 1149 to learn more about our out-of-hours call handling services and how we can help your business stay connected, responsive, and professional at all times.
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