Contact Handling

Quick, scaleable roll-out

Independent experts in contact handling

Firstcom operates an infrastructure of up to 1,200 seats of contracted contact handling capacity across 5 sites in the UK, 1 in South Africa, 1 in Fiji and 1 in Barcelona along with up to 35,000 lines of automated inbound contact handling capability for our clients on a 24 hour, 7 day basis.

For over a decade we have been delivering response handling solutions to the contact centre marketplace and our insight gives us the ability to decide which location, skill set and team best match our clients’ requirements.

Firstcom provides the highest levels of service and support to our clients. We combine telephony, technical and consultancy expertise with locally recruited teams of highly trained and experienced operators. This practical experience on a daily basis means that we have real exposure to implementation, testing and management in live environments.

Inbound Contact Handling

Need calls answered on your behalf?  Looking to have all your inbound contact handled for you?  Firstcom offers multi-channel inbound contact handling, including calls, email, SMS, live chat and social media.

Our services range from simple overflow call handling when your staff are busy through to complex business process outsourcing and multi-lingual contact management.

We can help you set up IVRs (interactive voice response solutions) that provide an extremely positive customer experience.  When set up properly, IVRs can reduce your live call load, route your calls appropriately and reduce the number of agents, thereby reducing the cost associated with staffing or helping you diversify what your staff handle.

IVRs can also play a major role in customer self-help and after-hours services.  See here for some practical applications.

We are also UK leaders in the provision of secure, hosted pay-as-you-grow ACD software, delivering a highly efficient and cost effective alternative to high cost locally managed contact centre platforms.  These services are ideal solutions for

  • queuing and service level compliance
  • creating virtual centres across multiple sites and home workers
  • managing contact from calls, SMS, fax and email using skills-based routing

Inbound number translation services

We offer number translation services (NTS) with a range of non-geographic numbers for all inbound calls, thus providing a complete voice solution to our customers.  We offer all freephone, local and national NTS number ranges.

Outbound contact handling and customer service

Using highly trained UK based personnel and the latest in contact handling technology, Firstcom can deliver outbound sales, customer service campaigns, product recalls, promotions, etc.

We offer solutions for SMS, proactive web chat, a dialer platform that supports manual, preview, progressive and predictive dialling, and outbound IVR.

Leave your details with us and a member of our team will get in touch.