What is the on-call services definition?

An on-call services team is a team that provides answering after hours services to customers.

For how long will an on-call team handle customer communication?

An on-call answering service team can cover the entire after-hours time of any business.

What are the on-call rules?

The main on-call rule is to be as trained as the regular customer communication team.

How to pay for on-call services?

On-call services can be paid for according to per-minute, per-call, or per-shift basis or in accordance with regular monthly fee basis.

How to set up an on-call team?

The best way to set up an on-call team is to outsource it to a professional Support as a Service provider like SupportYourApp.

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February 20, 2023 by SupportYourApp

On-Call Services: Get Support from a Reliable Company

Table of Contents

On-call after hours answering service: industries in need

Medical offices

How much do on-call services cost for a doctor? A lot of doctors seem to think that the cost might be too high, and they opt out of hiring an on-call answering service team. In reality, doctor and nurse on-call services and general medical on-call services should be available for every patient. With the percentage of urgent calls coming in, it is easy to understand why the medical offices, neglecting on-call services, lose patients to their competition.

Physician on-call services are the most popular when it comes to after hours answering services.

Pharmacies

Pharmacy on-call services are not rare at the pharmacies working 24/7. But what about the customers of the pharmacies working during business hours only? They are stuck with either having to wait for an answer until opening, or they churn and leave for the competition.

Processing buyers’ orders, making them ready for shipments, and providing needed answers any time should become one of the core operating rules for any pharmacy.

One of the best options here are on-call services sites, enhanced by AI and chatbots. These can answer basic customers’ questions and automatically process customers’ tickets, leaving the team with the task to pack and ship.

Home repair offices

Home services are a popular request when it comes to on-call answering services. There is no way to predict when a pipe can burst or a faulty wiring can cause a power outage. It can happen any time of day. Companies, taking care of people’s homes, should be prepared and set up on-call services and emergency teams that can take care of all the troubles any time of day.

Insurance companies

Replacing an on-call answering service insurance team with a chatbot or an answering machine might seem easier, but in a field as volatile and uncertain as insurance, a trained on-call services team becomes irreplaceable. On-call services for insurance provide callers with the possibility to get their answers or report an insurance case right on the spot, ensuring that customers’ inconvenience doesn't go beyond the need to report a case.

Determining whether your business can benefit from an on-call answering service is easy. Just estimate customer communication coming in after business hours. If your customers lack your attention after you have closed for the day, an on-call services team is the right way to go.

On-call services company: how to improve customer experience

An on-call services team should handle customer communication as well as the business hours team. It can also be leveraged to improve customer service and experience. How can a business improve customer service with an on-call team?

Implement different L1 and L2 teams

Customers are willing to pay 17% more if a business is ready to provide superb customer service (on-call services included). 52% of customers say they have made a repeat purchase from a business providing perfect customer service. At the same time, businesses tend to answer customers’ questions 85% of the time. With 15% of inquiries going unanswered, it is doubtful these businesses will see a very high customer satisfaction KPI.

This can happen when, without on-call services, the support team is overwhelmed with customer communication and ticket resolution. One agent could have more than 10 or 20 support tickets of different difficulty and urgency. Dealing with this kind of pressure, it is no wonder that sometimes customers not only get wrong answers, but do not get any answers at all.

Separating the teams responsible for handling L1 and L2 support tickets is one of the best options when it comes to increasing the quality of customer service. L1 on-call service teams do not require a deeper knowledge of the product and can easily provide customers with answers at a sufficient speed.

L2 on-call services teams can handle more difficult customer inquiries without having to distract themselves with easy questions and answers. This would result in a faster resolution process and a more efficient customer communication.

Ensure perfect team synchronization

Teams spend about 50% of their time being engaged in collaborative tasks. 75% of professionals say collaboration and teamwork are important for their productivity. Both of them are impossible without team synchronization. How does SupportYourApp ensure on-call services teams synchronization?

Regular in-team talks that help us be in touch with each other
Frequent collaboration between all members of the teams
Frequent team building activities including support consultants and Delivery Managers
A policy of openness and cherishing one another
Feedforward talks for constant personal and professional development

By taking these steps, we ensure our synchronization.

Promote in-team communication

80% of American professionals feel stressed out because of inefficient in-team communication. Lack of communication can lead to:

Roadblocks
Miscommunications
Conflicts
Low productivity
Strained relationship with the coworkers
Burnout

Communication inside the team is one of the most important things for efficient collaboration and customer service processes. We at SupportYourApp are always open to communication with each other. We treat each other as friends and are always ready and happy to not only communicate openly, but to help each other when needed. This makes our workflow smooth and efficient.

On-call answering service benefits

On-call phone 24/7 coverage
96% of customers say the quality of customer service plays a pivotal role in their choice of brand. On-call answering service teams can perfect customers' journeys by ensuring around-the-clock services. There are other perks that come with on-call phone service:
- With on-call services, customer support can focus on their direct task and provide a better service during business hours
- If set-up correctly or outsourced to a correct support as a service provider, 24/7 on-call answering service team will take care of any customer base, answering their questions and providing them with information whenever they need
- With customers getting the best on-call services, business owners will be able to focus on other business tasks, further improving the quality of their services and products
With an on-call answering services team available around the clock, customers will be able to get their answers quickly, which will result in a lower churn and higher retention rates.
On-call companies accommodating every team

89% of customers have abandoned a brand for its competitors because of a low quality of customer service. To prevent this, all business’ teams have to work together, be consistent in their performance and implement an on-call services team.

On-call answering services can be beneficial for different teams:

For business development. On-call companies can help businesses to never miss another call from potential clients. Sales staff will benefit from on-call services always. On-call answering services will help the sales team to get and evaluate leads, which will help the business grow.

For customer support. Customer support can get overwhelmed with the number of customers’ inquiries if they are not handled properly. As a result, without on-call services, some customer support tickets can go completely unanswered, which will lead to a decreased satisfaction and an increase in customer churn. On-call teams can either log in customers’ complaints and escalate them to the appropriate specialists, or even provide on-call support services and resolve tickets on the spot, provided it has been trained properly.

For shipping and delivery. On-call services companies are often hired to deal with logistics — processing orders, shipping and delivery inquiries, and dealing with other related customers’ issues. Instantly, this could resolve all roadblocks and pave the way to a smooth customer experience.
On-call phone service for a personalized customer experience

Annually, about 33% of customers abandon a business because of the lack of personalization. Generic after-hours machine messages or even businesses never calling back can result in huge losses. Professional on-call answering services will ensure a personalized approach to any customer. 72% of customers say they expect businesses to know who they are, their history with the brand, and the history of their previous engagements with it. This can be ensured by combining an on-call service team with a tailored approach, and an adjustable and flexible CRM system.

Looking for a perfect proposal to provide on-call services? Be sure to research the market properly before making a decision.

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What is the on-call services definition?: An on-call services team is a team that provides answering after hours services to customers.

For how long will an on-call team handle customer communication?: An on-call answering service team can cover the entire after-hours time of any business.

What are the on-call rules?: The main on-call rule is to be as trained as the regular customer communication team.

How to pay for on-call services?: On-call services can be paid for according to per-minute, per-call, or per-shift basis or in accordance with regular monthly fee basis.

How to set up an on-call team?: The best way to set up an on-call team is to outsource it to a professional Support as a Service provider like SupportYourApp.