You can speak to our clients, after all we’ve been providing a “Best of Breed” service to them for many years.

Because we use “Cloud based technology” we have the capacity to receive an unlimited amount of calls. Calls are queued at the Internet level and delivered when an agent is next available.

Yes, all our agents are UK based. We have a number of agents placed all over the UK, ready to answer your calls.

All of our agents are fully trained in your products or services using a train the trainer program. Obviously training depends on the complexity, but we usually recommend an intensive 6 weeks training program. We can however shorten this if your processes are not as complex.

Here at First Call Helpdesk we understand that people change their minds. We have a very flexible approach, and all of our systems can be changed very quickly depending on what your business needs are.

We will initially get you to sign a 90 day rolling contract. We offer a 30 day money back guarantee because we are that passionate in delivering a service of excellence!

Our agents are carefully selected, ensuring that they deliver the best possible service to our clients. They go through an intensive training program, making sure they deliver the best possible service to your customers. We have a flexible working shift, which means we can recruit the best possible experts. We also utilise Homeworkers, who really are a key part to our business!

We ensure we take all the  necessary precautions to keep your data safe. We’re ISO 9001:2015 regulated and GDPR compliant, we conform with the Data Protection Act of 1998. This means that you remain in control of your data and we only use your data for the purposes you specify.

We can usually provide a Catch and Dispatch Service within 24 working hours. Alternative options where a product, software or service are required, can take up to 30 days to fully implement, accounting for our testing, configuration, process documenting and team training.

We understand that all our clients are different. This is why all our service are bespoke to suit your business needs.

Outsourced customer support helps customers with general enquiries such as orders, deliveries, bookings, account queries, complaints, and other service-related questions. The focus is on delivering a positive customer experience and resolving everyday issues quickly and professionally.

Technical support is more specialised and helps customers who are experiencing problems with a product or service. This may include troubleshooting faults, diagnosing issues, guiding users through solutions, and escalating more complex cases when required.

At First Call Helpdesk, we provide both customer support and technical support services, ensuring your customers receive the right level of assistance whenever they contact your business.

No. First Call Helpdesk does not provide IT support services for business infrastructure, networks, hardware, or internal IT systems.

We specialise in customer-facing technical support for products and services. Acting as an extension of your business, our team helps customers troubleshoot issues, answer technical questions, resolve product-related problems, and ensure a positive support experience.

Whether your customers need help using a service, understanding a product feature, or resolving a technical issue, our agents can provide knowledgeable and professional assistance that reflects your brand.

Yes. We provide out-of-hours call handling and message-taking services for IT companies, helping ensure your customers can always reach a friendly, professional representative when your team is unavailable.

Our agents can answer calls in your company name, gather key information about the issue, assess the urgency based on your instructions, and pass detailed messages to your on-call engineer or support team. This allows you to maintain excellent customer service outside of normal business hours without the cost of staffing your own 24/7 helpdesk.

Whether you need evening, weekend, holiday, or overnight cover, First Call Helpdesk can act as an extension of your business, ensuring no important customer call goes unanswered.

Please note: We do not provide IT troubleshooting or technical IT support. Our role is to professionally handle customer calls, capture the necessary information, and escalate or relay messages according to your agreed processes.