How Our Operation Works

We have a Service Centre that is manned 24rs a day 365 days a year and we provide dedicated telephone numbers or specific electronic addresses so that inbound communications can be targeted directly to the correct Service Agent/Team.

Following an inbound communication for service, we follow our client agreed response. The procedure is likely to detail priorities and when to contact Engineers, client Subcontractors or responsible nominees against duty rotas. These rotas can be detailed to cover multiple trades and cross regions.

All events generate an individual report which contains date and time stamped activities (inbound and outbound communications) which provide full and complete detail in the body of the report to give our clients a full summary at handover.

On receipt of an automated Plant Alarm, we are often able to mobilise an Engineer before the client becomes aware there is a problem.

In some cases, our trained Service Agents can log in to building control systems and alter parameters as necessary to offer a complete service to our clients. Event reports are circulated to an email or group email address as agreed

Call+ Simplified Process Flow Chart

National Coverage

From our Service Centre we deliver service nationally, covering all business sectors.

Our Approach

We build trust by consistently doing what is promised.

  • We maintain client confidentiality
  • We answer all our calls in the Client’s name
  • Our processes are transparent, all calls are recorded for training and quality purposes
  • Our Service Agent’s focus is to resolve the problem in hand
  • Should we be unable to resolve a matter at any stage we escalate it till it is concluded
  • We capture all activity and report on our own bespoke software
  • We work with many different types of client software, and we can update the client’s software directly if needed

Underpinning Our Quality

  • We fully understand our role and how it fits within our clients’ obligations to their customers.
  • We have a very low staff turnover, and our service agents are well trained and up to date with all processes.
  • We help our clients develop and maintain effective quality procedures
  • We can modify call out rotas quickly to accommodate our clients’ changing needs
  • All activities are captured within a comprehensive event report

Contact a member of our team