Pain point
Managing After-Hours Emergency Calls and Response
Lift breakdowns and emergency calls often occur outside of standard working hours, when manpower is limited but response requirements remain critical.
For this lift maintenance provider, handling a mix of emergency and routine enquiries after-hours resulted in:
- Delayed response times during peak and overnight periods
- High manpower strain to maintain 24/7 availability
- Difficulty prioritising urgent vs non-urgent calls
- Inconsistent handling of enquiries across shifts
Client Overview
- Our client is a small, BCA-registered lift maintenance contractor servicing 20+ residential and mixed-use buildings across Singapore
- Approximately 100+ lifts under active maintenance contracts
- Provides routine servicing and inspections
- Required to maintain 24/7 emergency lift rescue availability
Where the Breakdown Happened
Our Solution
To address these after-hours gaps, Outpost handled incoming calls and messages on behalf of the company during after-hours periods across phone and WhatsApp.
All enquiries are answered promptly, ensuring that emergency calls are not missed during overnight hours and reducing pressure on on-call technicians.
A simple, structured process was introduced to capture key details for every enquiry, replacing manual handling during after-hours and improving consistency.
Urgent cases are immediately routed to the appropriate on-call technician, while non-urgent enquiries are logged for follow-up the next day.
This ensures every after-hours enquiry is properly captured, prioritised, and handled with consistency.
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 company achieved:
- 100% of after-hours enquiries answered
- Faster response times for overnight emergency calls
- Reduced missed calls during after-hours periods
- More efficient use of on-call technicians
This allowed the company to maintain reliable after-hours coverage without increasing manpower, while ensuring emergency situations are handled promptly.
“After-hours coverage was always our biggest challenge. With Outpost handling our calls overnight, we no longer miss emergency enquiries, and our technicians can focus on responding instead of managing incoming calls.”
