Customers don't stop having problems at 5pm. But asking your local team to cover nights and weekends leads to burnout, attrition, and overtime costs that destroy the budget.
The follow-the-sun model solves this: teams in complementary time zones hand off work in a continuous cycle. A team in the Philippines covers what's overnight for the US; your local team picks up the day shift. Nobody works a graveyard shift.
The keys to making it work: a single source of truth (shared ticketing and CRM), structured shift handoffs with written context, unified QA standards across all locations, and one management layer that owns the whole customer experience rather than per-site silos.
Done well, 24/7 coverage can cost less than an equivalent local 8/5 operation with overtime — and faster responses often reduce overall ticket volume.