UK Call Handling

Fast, 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 deliver a positive customer experience. When set up properly, IVRs can reduce your live call load, route your calls appropriately and reduce the number of agents. This in turn reduces the cost associated with staffing or can help 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 UK leaders in the provision of secure, hosted pay-as-you-grow ACD (automatic call distribution) software. This delivers 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. This provides customers with a complete voice solution. We can provide 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 and promotions.

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

What our customers have to say

Tony Robinson – Via Clinic

I have been using Universe for 5 months now and have to say it is the most user friendly unified communications product I have seen. My customers love the voice quality and as a company our productivity has been aided by the range of advanced features it offers.

Dave Melin, Managing Director and Founder of Amtech Business Solutions

Working with a service provider who listens and takes feedback on board is a refreshing change! We love the fact that we are listened to and we can affect change. Secondly, we feel that the values of Firstcom closely match the values of Amtech, so working in partnership with them ensures that our services are cost-effective, reliable and tailored. As technology evolves so quickly, having a partner who is agile and flexible ensures we are always competitive with our customers and able to provide profitable solutions.

James Partner, Managing Director of Oasis Technology.

I really cannot praise Firstcom highly enough. Without exception, every single member of their staff are a joy to deal with. They are professional yet friendly; know their product inside-out, and of paramount importance to us they take time to listen to and understand our needs. They are truly the communications provider we had been looking for, for such a long time. All I can say is that I wish we had gotten to know them a long time ago!