Pain point
Managing 24/7 Enquiries Across Multiple Locations
For funeral service providers, calls can come in at any time—often during urgent situations that require immediate attention.
For this funeral services provider, managing a central hotline across multiple outlets resulted in:
- High manpower costs to maintain 24/7 coverage
- Inconsistent response times during peak or overnight hours
- Missed or delayed calls when lines were occupied
- Difficulty maintaining consistent communication across branches
Where the Breakdown Happened
Our Solution
To address these gaps, Outpost handled incoming calls and messages on behalf of the organisation across phone and WhatsApp.
All enquiries are answered promptly, reducing pressure on the central hotline and ensuring no calls are missed during peak or overnight hours.
We introduced a simple, structured process to capture key details for every enquiry, replacing manual note-taking and inconsistent handovers across branches.
Enquiries are then directed to the appropriate branch or on-call team based on urgency, allowing for more timely and consistent response.
This ensures every enquiry is accounted for, properly documented, and handled with consistency across all locations.
Meet the Team
Contact Centre managed by Isabelle, with 2 years experience working across different SMEs
Calls and WhatsApp messages and calls handled monthly
After-support Hours:
Mon-Fri: 530pm to 11pm
Saturdays: 2pm to 11pm
Sundays: 9am to 11pm
Inclusive of Public Holidays
Following implementation, the organisation achieved:
- 100% of after-hours enquiries answered across phone and WhatsApp
- Faster response times for urgent calls and time-sensitive situations
- 30–50% reduction in missed or delayed calls
- Consistent handling of enquiries across all branches
This allowed the organisation to maintain reliable after-hours support without increasing manpower, while ensuring every enquiry is handled promptly and appropriately.
“When families reach out, timing and how we respond matters. Having Outpost manage our after-hours enquiries ensures every call is answered promptly and handled with care. It has allowed our team to stay focused during the day, while knowing that nothing is missed overnight.”
