Structured after-hours telecom support that protects SLAs after 6PM — without increasing fixed payroll.
Evenings and weekends are where SLA pressure increases: call spikes, longer wait times, and churn risk.
Customers are home — streaming, gaming, and work-from-home issues surface. Support volume climbs fast.
Overtime, fatigue, and reduced coverage lead to inconsistent resolution quality and slower response.
Longer queues increase abandonment rates and repeat contacts — compounding customer frustration.
Small service failures during peak hours turn into lost customers over time.
We operate as an extension of your support team — with clear ownership, escalation paths, and reporting.
We align coverage to your peak windows (example: 6PM–12AM EST; weekends optional) and your current SLA targets.
Ticket triage, tagging, macros, knowledge base adherence, and escalation ladders aligned to your SOPs.
SLA adherence, First Call Resolution, First response time, QA scorecards, and escalation performance.
Weekly KPI reporting and visibility so you can measure outcomes, identify risks early, and improve continuously.
We protect performance when your core team goes home — reducing after-hours strain without adding fixed payroll.
Low-risk start. Defined hours. Defined KPIs. Clear review at day 15.
We start with a small team (typically 2 agents) and align tools, SOPs, brand voice, and escalation rules.
A clear pilot plan (hours, team, KPIs) + measurable results and a recommendation for next-step scaling.
