On call Support is the practice of designating specific people to be available at specific times to respond in the incident of an urgent service issue, even though they are not formally on duty.
On call support is a critical responsibility inside many IT, developer, support, and operations teams who run services where customers expect 24/7 availability.
- Cost Savings
On-call staff members are readily available to respond to incidents and minimize their impact. As a result, they can prevent an incident from causing lost productivity, along with associated revenue losses.
- SLA Compliance
On-call staff members understand the importance of maximizing uptime in compliance with service-level agreements (SLAs). They can monitor service levels around the clock and take preventative measures to optimize service levels. The result: on-call team members can limit downtime that can cause SLA violations.
- Customer Satisfaction
On-call staff members can mitigate issues before they cause outages that impact the customer experience. As such, they can ensure any issues are immediately resolved, and customers can enjoy consistent experiences any time they engage with an enterprise.
To realize the benefits of on-call support, it generally helps to plan as much as possible. That way, an organization can implement the right processes and procedures to ensure its on-call staff members get the support they need to do their jobs correctly.
- Lower Overhead Costs
When you outsource after-hours phone calls, you save money and reduce your overhead costs. You don’t need to hire additional employees to answer phone calls and provide after-hours customer service. You also don’t have to incur other overhead expenses to sustain an after-hours customer service team. In the long run, outsourcing becomes a wise investment because of the increased revenues for minimal costs.
- Customizable Services
Depending on the size of your business and your budget, many different types of after-hours answering services are available to meet your needs. You can choose the level of service that’s right for you, which means you won’t have to pay for features you don’t need or use.