At first glance, the answer seems obvious. More processed requests, more sales, more satisfied customers! Yes, a 24/7 contact center is a great solution! On the other hand, employees need to be paid more for night shifts, there is a need for additional supervision and coordination of night shift agents. Plus, there are extra electricity costs if agents work in an office. Common sense suggests: if the revenue from nighttime inquiries does not cover the costs of round-the-clock support, it may not be cost-effective.
Let’s analyze the advantages of 24/7 customer support and determine when a 24/7 contact center can truly benefit your business.
Who Needs a 24/7 Contact Center?
General trends indicate growing customer expectations regarding service quality. According to recent industry studies, 3 out of 4 customers are willing to spend more if a company provides an excellent customer experience. Moreover, 60% of consumers choose a brand solely based on the level of service they expect to receive. Therefore, if your customers require 24/7 service, you have no choice but to provide it. But does your company specifically need round-the-clock support?
High Competition
Since 2019, the trend toward remote work has continued. We work from home, relax at home, and increasingly order food delivery instead of going to a café or restaurant, including at night. Numerous delivery companies are quickly adapting to this demand. For example, one of the largest U.S. delivery services recently reported a 107% increase in orders placed late at night between midnight and 5 AM, and a 58% increase in orders placed early in the morning from 5 AM to 11 AM. In the logistics sector, competition is intense, and the growing number of nighttime orders suggests that a 24/7 contact center for delivery services is a relevant.
The Need for Uninterrupted Service
People enjoy purchasing online. According to publicly accessible data, global internet sales in 2023 will approach $5.9 trillion. By 2027, this sum is predicted to be approximately $8.1 trillion. Companies are investing in robust online platforms, logistics, and frictionless payment methods to accommodate demand, including late-night orders.
For example, a large Indian company that specializes in “buy now, pay later” (BNPL) services reported a 60% rise in total payment volume for purchases placed between 10 p.m. and 4 a.m. over the previous year. This suggests that e-commerce contact centers should already be contemplating 24-hour customer service.
The Global Market and Time Zone Differences
The strengthening of globalization and the integration of the world economy have led to a situation where businesses and their customers are increasingly located in different time zones. Take the IT or telecommunications industry, for example. Digital products and software are available worldwide 24/7. In such an environment, a 24/7 contact center is not just a competitive advantage but a fundamental requirement for maintaining customer loyalty and quickly resolving technical issues.
24/7 Contact Centers for Critical Industries
The telemedicine sector is growing globally. According to a study by the European branch of the World Health Organization (WHO Europe), 40 countries in the WHO European region either have a national telemedicine strategy or integrate telemedicine into a broader digital healthcare strategy.
As more countries adopt digital medical services, the need for continuous access to medical consultations becomes critical. This underscores the importance of 24/7 contact centers for healthcare institutions, which can ensure prompt support, request coordination, and rapid response to emergency situations, guaranteeing safety and the uninterrupted provision of medical services.
The same applies to the insurance industry, which has been expanding rapidly since the COVID-19 pandemic. Business digitalization has increased access to insurance products. Many countries are implementing policies to raise public awareness of risks. Add to this cybersecurity threats, climate change, and geopolitical tensions worldwide, and the necessity of a 24/7 contact center for insurance companies becomes evident.
24/7 Support for VIP Customers
There have never been as many wealthy individuals in the world as there are today, fueled by rapid stock market growth and strong economic expansion, according to the World Wealth Report 2024. A 24/7 concierge service, in one form or another, is offered by banks, payment services, and insurance companies. But VIP clients are not exclusive to financial institutions, right? That means a 24/7 contact center can also be relevant for other industries, such as hospitality, transportation, airlines, the automotive business, and more.
Advantages of a 24/7 Contact Center
As you may have already realized, round-the-clock customer support is essential in many industries. Let’s take a closer look at the benefits a 24/7 contact center can bring to your business.
Meeting Customer Needs Anytime
Customers expect quick responses and service availability regardless of the time of day. A 24/7 contact center enables companies to stay connected at all hours, providing support at night, on weekends, and during holidays. This increases customer satisfaction and strengthens their trust in the brand.
Business Continuity
Disruptions in a contact center’s operations can lead to customer loss and revenue decline. With 24/7 service, companies ensure a continuous flow of communication, process orders, handle inquiries, and respond swiftly to issues. This is especially crucial for e-commerce, banking, IT, and telecommunications companies.
Enhanced Flexibility and Crisis Response
In case of emergencies such as technical failures, mass inquiries, or crisis situations, prompt customer support is critically important. A 24/7 contact center allows businesses to quickly address complaints, incidents, or unexpected peak loads, minimizing negative impacts.
Recommended reading: How Global Bilgi preserves the quality of its Customer Service during tough times
Cost Optimization
By utilizing a flexible schedule and distributing workload among agents from different regions, companies can reduce staffing costs and avoid excessive overtime expenses. This also helps maintain high-quality support without overburdening agents.
Increased Business Competitiveness
Companies that offer customers the ability to reach out for assistance at any time gain a competitive advantage. This demonstrates a high level of customer focus, increases client loyalty, and enhances the brand’s reputation in the market.
Global Bilgi – Your Ideal Contact Center Outsourcing Partner
Are you looking for a partner to handle round-the-clock customer service? Then you need to know why Global Bilgi’s outsourced contact center is the best solution.
Flexible Cooperation Models
Global Bilgi offers various business process outsourcing (BPO) models tailored to clients’ needs. Our services include:
- Online chat outsourcing
- Help Desk outsourcing
- Back-office outsourcing
- Email support outsourcing
- Technical support outsourcing
- Social media support outsourcing
- Comprehensive 24/7 contact center outsourcing
This allows businesses to choose the exact service format that best fits their needs, enabling efficient cost management while keeping their focus on company growth.
Technological Solutions & the Sirius Platform
We utilize our proprietary cloud platform, Sirius, which automates inquiry processing, optimizes workload distribution, and integrates with CRM systems. This reduces response times, enhances agent productivity, and improves overall service quality.
Additionally, Global Bilgi has an in-house IT department that develops and implements technology solutions tailored to clients’ needs. Our specialists create:
- Chatbots for customer support
- Voice bots for call automation
- Interactive knowledge bases for agents
- Other innovative tools
These solutions enhance the efficiency of a 24/7 contact center, reducing agent workload while ensuring fast responses for your customers.
High Service Standards & Quality Control
We monitor key contact center performance indicators (KPIs) such as SLA, NPS, CSAT, AHT, and FCR, guaranteeing top-tier service levels. Our internal monitoring and quality assessment system ensures consistent performance and compliance with the highest industry standards.
Omnichannel Customer Convenience
Global Bilgi supports all major communication channels, including voice calls, online chats, messengers, email, and social media. This allows your customers to seek assistance in the most convenient format for them, increasing satisfaction and loyalty.
Fast Deployment & Scalability
We are ready to rapidly deploy a 24/7 contact center for your business, ensuring a quick project launch. Thanks to our efficient recruitment process and expertise in project management, we can quickly scale teams based on your needs while maintaining high service quality, even during peak demand periods.
Conclusion
In today’s world, where customers expect instant availability and seamless service, a 24/7 contact center is no longer a luxury—it’s a necessity. Globalization, the rise of e-commerce, and market volatility require businesses to be always prepared for customer interactions. A round-the-clock contact center ensures continuous service, strengthens customer loyalty, and enables swift responses to any inquiries.
If you aim to provide your customers with top-tier service, turn to Global Bilgi. We offer omnichannel 24/7 contact center outsourcing to meet the demands of even the most discerning customers. Our team of professionals is ready to deliver high-quality support around the clock, utilizing the latest technologies and a personalized approach for each client.
