First Call Business Communications is a UK based supplier of inbound call management services. We provide services to many different industries including medical response, facilities management, oil and gas in both public and private sectors.
We understand that prompt, accurate and polite communication skills are vital in providing a service which gives our customers security and peace of mind. All our call handlers complete thorough training programmes throughout their employment at First Call.
With more than 70 years experience, we have adapted our services throughout time to meet the changing needs of our clients. First Call was born as Aircall in the same year as the NHS in 1948 and managed the out of hours calls for Duty Doctor services outside their surgery hours.
The company went from strength to strength and by 1985 was incorporated and rebranded to Healthcall Services and diversified its services within a range of sectors. Starting as Aircall rebranding to Healthcall then Healthcall Business Communications and finally in 2004 the company rebranded and became First Call Business Communications.
Our policy is to deliver a first-class service, for more details view our quality policy here.
Find out more about the services we offer by clicking the link below.
Our Senior Leadership Team has 120 years experience combined in the call management sector, so you’re in safe hands!
I joined the company in 1992 as a Medical Communications Controller and, like the company, have personally gone through lots of changes over that time culminating in being appointed Operations Director in 2008. I think it’s probably safe to say I understand the business from the bottom up, inside out and upside down.
During my time at First Call I am most proud of our team, many of whom have been here more than 10 years steered by a fantastic Senior Leadership Team.
Outside work, along with the normal spending time with family and friends, I like nothing more than to head out to some lovely spot in the world and spend a few hours fly-fishing. It’s something the grandchildren think is hilarious and embarrassingly lame, BUT it’s about as far from running a busy call centre as you can be and a great way to clear the mind and restore some harmony.
I have worked at First Call for more than 31 years and I love the variation my job offers me; no 2 days are ever the same.
I am responsible for the payroll, sickness, holidays and HR issues for our employees. As you can imagine this can be very stressful at times, but also very rewarding. We are a great team and there is a good team spirit amongst us. There have been many changes and challenges over the years I have worked here, but the ‘Family’ team spirit makes this place a special place to work.
I joined FirstCall Business Communications in 2005 as a Contact Centre Agent. I was promoted to the position of Team Leader in 2007 and finally moved to my current position in 2009.
I was lucky to enjoy success in each of these roles which has equipped me with an understanding of the contact centre, from agent to senior management and everything in between. I currently handle customer enquiries, scripting amendments and database updates, as well as sales and ongoing account management.
When I’m not at work I can be found touring the UK with my band, working on my latest novel or spending time with friends and family.
With a previously successful career in retail, my passion is customer service and satisfaction.
In 2008 I joined FirstCall as a call handler. Whilst my previous experience was not exactly a match having never worked in a call centre, a lot of my skills were transferrable.
I am approaching my 12th year of service. In my role as a Call Quality Monitor it has put me in a unique position of being able to empathise and understand feedback, not only as a call handler but also advise as a now senior team member.
The opportunity to piece the importance of quality into the bigger picture and impart that knowledge to lesser experienced staff is both satisfying and motivating. It’s an old cliché that “we are like family” but in this case I feel it is very much true. I have been able to maintain not only a full-time job but also further my career.
I’m Lara; I have worked at FirstCall Business Communications since 2002.
I started my career here at FirstCall as an Emergency Call Centre agent during the out-of-hours and weekend periods. I was promoted to Team Leader and then to my current role within the Customer Services Department and Senior Management Team. I work closely with our clients to ensure the service they are receiving is to the highest standard.
I also support new clients to navigate the setup of our call answering service or the migration from their current provider. Away from work I am a mum of 4 who all like to keep me busy with taxi, chef and general kid duties.
I have worked at First Call since 2008. I started my career at First Call as an Emergency Telephone Operator and within a year was promoted to Team Leader. In 2012 I made the jump to become part of the Senior Management Team and currently make up one third of the Customer Services Team.
No two days are the same at First Call, my role consists of daily client contact, key account management, investigating client queries and updating clients bespoke scripting requirements. More recently I have been involved with the analysis of staff statistics, training requirements, recruitment and HR processes.
I have reached most of my life milestones whilst working at FirstCall from turning 21 (way back when) to having my first baby and getting engaged. As cheesy as it sounds the First Call team is a family (so much so two of the members will be walking down the aisle as my bridesmaids).
Yes – First Call Business Communications comply with all areas of General Data Protection Regulations (GDPR). Your details will only be used in line with the purpose of the contract in place. To review our full security policy click here.
Yes – First Call Business Communications only offers UK based live call handling services.
Yes – First Call Business Communications operates 24 hours a day, 365 days per year.
Yes – but please check the charges with your network first.
Yes – SMS is usually the preferred option, however live calls can be patched through to mobiles.
No – The fact calls are received at First Call Business Communications tells us that you are diverted. However, we would ask that if this is outside your agreed period of cover on your agreement, that you contact your customer services representative in advance of activating the divert.
If you pay your line rental to BT, you will be able to set up a call divert facility. If your lines are rented through another provider, then they will have a similar system.
All operators are trained to a high standard and are familiar with all clients.
Normal office hours are 9am-5pm. Operationally we run 24 hours.
This depends on the complexity of your requirements. A normal standard service can be up and running very swiftly. For more complex set-ups, it can be 5 to 7 working days.
No – There is no limit to the amount of calls that can be diverted simultaneously.
Yes – Calls are held on our system for 3 months and can be accessed anytime you call.
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20th August 2020 We are delighted to announce that having recently gone through a formal bidding process and following comprehensive evaluation we have been selected as the number one provider for London & Quadrant Housing Trust Out of Hours Call Handling Service. As one of the largest providers of affordable housing in the UK, L&Q manage over 95,000 […]
20th August 2020 First Call Business Communications has successfully installed a brand-new telephony and contact centre platform system whilst continuing to provide a 24/7 service to our clients. The system not only strengthens our onsite service delivery but also supports Disaster Recovery provision. Tracy Waddington, Operations Director of First Call said: “The new telephony system makes the step […]