Call Handling
People contact organisations because they want to feel understood and helped without delay. OpenContact is built around that expectation, delivering a high-quality service with a cost model that balances excellence and value.
OpenContact delivers bespoke inbound call-handling tailored to a wide variety of businesses — not an off-the-shelf service. We act as an extension of your team managing enquiries and support so your staff can focus on strategy, sales and customer experience.
Our inbound call-handling includes:
- Expertise – Call handling has been a core OpenContact service for organisations large and small since 2000; Our agents are chosen for their communication skills and professionalism, supported by continuous training and coaching to deliver clear, consistent and on-brand conversations.
- Tailor-Made – Every client gets a bespoke service blueprint: tone of voice, call flows and FAQs are designed around your customers and operations so every interaction feels native to your organisation.
- Long-Term Partnerships – We invest in relationships so we can act as your brand ambassadors at every touchpoint; that continuity improves first-contact resolution and customer satisfaction.
- Experience – We support a wide range of organisations, institutions, charities and retail clients — handling public enquiries with sector-aware empathy and accuracy.
- Flexibility – Seasonal peaks, campaign surges and call spikes are managed with scalable staffing and contingency plans so service levels never drop.
- Support for growth – From pre-launch and start-up phases to rapid expansion, we free your team from day-to-day call handling so you can concentrate on core objectives and frontline operations.
Reporting you can act on
Our dedicated client-relationship team delivers tailored reports so you see what matters: call answer rate, time-to-answer, SLA compliance (eg. industry benchmarks such First Call Resolution, Average Handle Time, Abandonment Rate, and Customer Satisfaction), call types and outcomes, cost-per-call and customer feedback — all packaged to help you make operational and commercial decisions.
We also provide a range of additional services including:
Ready to see how we’d represent your organisation? Request a short, no-obligation chat to see how OpenContact can help.