Pain point
Managing After-Hours Security Incidents and Response
Our client is a security company operating in a 24/7 environment, handling incident calls across multiple sites.
During after-hours periods, limited manpower led to delayed responses, prioritisation challenges, and inconsistent handling across shifts.
Where the Breakdown Happened
Our Solution
To support after-hours operations, Outpost handles incoming incident calls and messages across the company’s channels.
All incidents are acknowledged quickly, ensuring critical alerts are not missed during overnight periods and reducing pressure on the control room team.
Each incident is assessed using a simple triage process, with key details captured consistently for better visibility.
Urgent cases are escalated immediately to on-duty guards or supervisors, while non-urgent cases are logged for follow-up.
All incidents are tracked and organised, giving the team a clear view of what needs to be handled at the start of each shift.
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
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.
“At first, I was a bit skeptical—especially when it came to outsourcing incident handling. In security, response time and accuracy are critical. But with Outpost supporting our after-hours calls, every incident is captured and escalated properly. It has taken a lot of pressure off our team, and we can now focus on coordinating the response instead of managing incoming calls.”
