Customer Care Lines
Branded helplines for your products: advice, warranty claims, refunds and replacement parts, by phone and email.
Answering NowDay and Night
Real People, Round the Clock.
We answer your customers’ calls, emails and live chats in your name, 24 hours a day, 365 days a year, with a UK team run from Newbury, Berkshire.
- 4.3 on Trustpilot
- ISO 9001 and 27001 Certified
- Living Wage Employer
“We have used FirstCall as our out of hours (7pm-7am) service for 8 years…”
- 24/7/365Christmas Day Included
- 25+ YearsContact Centre Expertise
- 100%UK-Based Agents
Your Front Line, Handled.
Choose one service or combine them, and scale up as you grow. Every contact is answered by trained people, in your name.
Helpdesk and Software Support
First-line support for software, EPOS and identity platforms, logged and escalated in our service desk or yours.
- Log-in, account and EPOS help
- Fault logging and escalation
- ISO 27001 certified data security
- GOV.UK Verify support, 2017 to 2021
Works Inside Your Tools
- Zendesk
- Jira
- Freshdesk
- Your CRM
Out of Hours
Evenings, weekends and bank holidays, Christmas Day included, so your customers always reach a person.
Incident Management
Alerts monitored, engineers booked in your systems and escalations followed through, by your rules, at any hour.
Business Answering
Every call answered in your company’s name, with messages and overflow handled the way you want.
Every Channel, One Team
- Phone
- Live Chat
- Web Forms
Every Hour, a Real Person.
One team covers the whole clock, so a customer who calls at 3am gets the same care as one who calls at 3pm.
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Lines Open in Your Name
Product questions, orders and warranty claims, answered the way your own team would.
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Peaks Absorbed
Overflow calls, live chats and tickets picked up whenever your own team is stretched.
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Your Office Closes. We Don’t.
Evening calls answered, with every message logged and passed on before your team is back.
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Emergencies, Escalated
Alerts acted on and on-call engineers called out by your rules, Christmas Day included.
Trusted for Years, Not Months.
Clients stay because the service stays good. Three of them, in their own numbers and words.
CRIF Decision Solutions
40,000+end users of CRIF’s services supported by our helpdesk
For around 15 years, CRIF’s clients in the insurance industry have called a dedicated line answered in CRIF’s name, with every call logged and given its own reference.
“The relationship we have with Jane will continue for many years to come.”
Spectrum Brands Pet Care
300+calls a month
1,500emails a month
Moved from an offshore provider in 2021 for a more personal service. From day one, our team handled refunds, replacement parts and feeding advice, with a satisfaction survey after every contact.
A Leading Villa Company
2,000+private villas
30+destinations
Out of hours help for holidaymakers worldwide since 2023. We became such a part of the team that we took on their daytime overflow too.
Live in Your Name, Without the Upheaval.
- 01
A Conversation With Jane
Tell us about your customers, your hours and what a good call sounds like.
- 02
We Learn Your Business
A train-the-trainer programme on your products, usually six weeks for complex services, and a named contact on both sides.
- 03
We Go Live in Your Name
Calls answered in your brand, with tickets logged in our service desk or in your Zendesk, Jira or Freshdesk.
- 04
We Report and Improve
Monthly reporting, satisfaction surveys and rota changes whenever you need them.
“We moved over to First Call after using the same company for over 10 years… our experience has been fantastic.”
In Our Clients’ Words.
4.3/5
Rated Excellent on Trustpilot from 11 reviews, 10 of them five stars.
Read Every Review“We have worked with First Call Helpdesk Ltd for more than 8 years with them providing all of our branded and customer branded help lines.”
“First Call Helpdesk are a reliable, professional, helpful company who provide an excellent service for our out of hours telephone operation.”
“The company is collaborative and keen to find ways to continuously improve and enhance understanding of business needs.”
A Family-Run Team, All UK Based.
Directors Jane and Chris Midwood lead a small team with more than 25 years of contact centre expertise. Every agent brings at least two years’ call centre experience, and we match the right person to each client.
Our agents are paid the real Living Wage and we are a Mindful Employer, because people who are looked after look after your customers.
What hours can you cover?
Whatever your customers need: evenings and nights only (many clients use us from 7pm to 7am), weekends and bank holidays, daytime overflow, or 24 hours a day, 365 days a year.
Will callers know they are speaking to an outsourced team?
We answer in your company’s name, in your tone of voice and from your own knowledge articles, working as an extension of your team.
Which channels and systems do you use?
Phone, email, live chat and web forms. We can log tickets in our own service desk or work inside yours, such as Zendesk, Jira or Freshdesk, and we never use chatbots.
How do you keep our customers' data safe?
We are certified to ISO/IEC 27001:2022 for information security and ISO 9001:2015 for quality, both through QAS International.
Will we be tied into a long contract?
No. New clients start on a 90-day rolling contract, backed by a 30-day money-back guarantee.
How is the service priced?
Each service is quoted for your hours, channels and volumes. Options include a flexible cost per ticket, which also makes it simple to add more brands later.
Where is your team based?
In the UK. We are run from Newbury, Berkshire, and every agent is UK based, working from across the country.
Get a Tailored Quote.
Tell us your hours, channels and rough volumes. Jane will reply with a proposal built around them, usually within one working day.
- 90-day rolling contract
- 30-day money-back guarantee
“First Call provide a high quality, efficient, reliable service.”
