Pain point
Managing Missed After-Hours Enquiries and Lost Job Opportunities
Our locksmith client has a major pain point – managing after-hours enquiries as a small, family-run operation.
For this father-and-son duo, they were often unable to respond to incoming calls during active jobs or outside working hours. This resulted in:
- Missed urgent lockout enquiries while attending other jobs
- Lost revenue from unanswered late-night and weekend calls
- Delayed responses that led customers to engage other locksmiths
- Manual tracking of enquiries, with no centralised system for follow-ups
- Previous attempts to implement digital tools, but without a structured workflow, they were unable to sustain or fully utilise them
Our Solution
To support after-hours operations, Outpost handled incoming calls and messages on behalf of the business across phone and WhatsApp.
Each enquiry is answered, key details are captured, and urgent jobs are passed on immediately—while non-urgent requests are logged for follow-up.
To address this, we introduced a simple, structured intake and escalation process, ensuring that every enquiry was captured, prioritised, and either acted on or logged properly.
This ensured every enquiry is accounted for, so the business no longer misses job opportunities outside working hours.
After-hours support setup for our client
Meet the Team
Contact Centre managed by Isabelle, with 2 years experience working across different SMEs
Calls and WhatsApp messages 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 business achieved:
- 100% of after-hours enquiries captured
- Urgent lockout cases responded to within minutes
- 30–50% reduction in missed calls
- Improved conversion of enquiries into jobs
This allowed the business to take on more jobs without increasing availability, while maintaining consistent response handling across all enquiries.
“At first, I didn’t really believe someone could help us with this. I thought it would be expensive and not very useful. But with Outpost handling our calls after hours, I realised how many enquiries we were actually missing. Now everything is answered, and I can focus on my work without worrying about missed calls.”
“Finally, we found something my father can trust. For a small business like ours, it pays for itself—we don’t miss enquiries anymore, and we’ve gotten back our nights.”
