Pain point
Supporting Families Beyond Office Hours
For home care providers, enquiries often come from families who are under pressure, worried (sometimes, panicking), or trying to make care arrangements quickly.
Our customer is a Singapore-based home care service provider who experienced:
- Delays in capturing urgent care needs and key client details
- Missed enquiries from family members who could only call after work
- Anxious families waiting until the next day for reassurance
After-support Hours:
Mon-Fri: 6PM to 12AM
Saturdays: 3PM to 12AM
Sundays: 9AM to 11 pm
Inclusive of Public Holidays
Sundays: 9AM to 11 pm
Inclusive of Public Holidays
Our Solution
Outpost acted as the first-response team for after-hours calls and enquiries, even when the internal team is offline.
- Answered calls and WhatsApp enquiries from 6 PM to 11:30 PM
- Reassured families that their enquiry had been received
- Collected key care details, including condition, location, care needs, schedule, and urgency
- Categorised enquiries by service and priority type
- Escalated urgent or sensitive cases to the internal team
- Prepared daily handover reports for next-day follow-up
This helped the care team avoid missed enquiries, reduce morning backlogs, and respond to families with clearer information.
Following implementation, the business achieved:
- 100% of after-hours enquiries answered (6PM-12AM)
- Faster response times for overnight emergency calls
- 0 missed enquiries left unlogged
- Better prioritisation of urgent cases, with sensitive enquiries flagged for faster review
This allowed the provider to maintain reliable after-hours support for families without increasing in-house manpower.
Meet the Team
Contact Centre managed by Isabelle, with 2 years experience working across different SMEs
Calls and WhatsApp messages and calls handled monthly
“Before Outpost, I used to feel uneasy whenever enquiries came in after office hours because many families were already stressed and needed reassurance quickly.
Now, every message is acknowledged, important care details are recorded properly, and urgent cases are brought to our attention.
Outpost has really taken a weight off our team, and more importantly, our families feel cared for even after the office is closed.”
