Call Handling
Your customers hear your company name. We do the rest.
A UK contact centre that answers in your name, takes the details, dispatches the job and keeps your customer informed.
Calls where something has gone wrong
Most call handling is about taking a message. Ours is about a customer with a broken-down vehicle, an engineer to find and a job to follow through. That is the work we have done for fleet-hire companies, manufacturers and service agents for years, and it is what shapes how we answer a phone.
We specialise in commercial vehicle breakdown, and the same approach adapts to other sectors such as security and alarms, property repair and maintenance, general enquiries and e-receptionist work.
Services
Choose how we support your phones
24/7 Contact Centre
Every call answered in your company name, at any hour.
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Out-of-Hours Call Handling
Evenings, nights, weekends and bank holidays covered.
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Call Overflow
Extra capacity when your own lines are busy.
Learn moreOutsourced Call Management
Daytime calls handled as an extension of your team.
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Engineer Dispatch
Jobs logged, allocated to your engineers and tracked to completion.
Learn moreEvery call follows the same path
We answer in your name
Calls are answered the way you want your company to sound.
We take the detail that matters
Caller, vehicle, location and fault, recorded in our own job system.
Work is allocated
To your on-call engineers or your subcontractor network.
Your customer is kept informed
Updates through the job, and close-down information when it is complete.
What you can see afterwards
Call handling dashboard
A live view of out-of-hours activity instead of emailed job sheets in the morning.
Live KPI reports
Reports viewable by month, including top customers and breakdown regions.
Helpdesk
A ticket route for questions about a call we handled.
What customers say
“I was impressed with TNS 365 and their ability to evolve their offering to meet my exact needs, all whilst providing a cost-effective solution against their competitors”
“TNS 365 have call handled for us for over 10 years, I'm constantly impressed with their handling of jobs on our behalf throughout the night”
Questions we are asked
What share of calls do you answer quickly?
The majority of calls are answered within 30 seconds.
Do you only work with breakdown companies?
Breakdown is our specialism, but the service adapts to security and alarms, property repair and maintenance, general enquiries and e-receptionist work.
Can you dispatch to our own engineers?
Yes. We allocate work to your on-call engineers or your subcontractor network, or to ours.
Can we start with overflow only?
Yes. Many arrangements begin with overflow or out-of-hours cover and grow from there.
Tell us how your calls work today
We will explain how we would cover them.