Never Miss An Enquiry in your Facilities Management Company. 

We understand the need for skilled and experienced call handlers in the facilities management industry to deal promptly with high-priority calls and requests. Assessing and triaging calls is a 24/7 task requiring professional support to extract important information and identify a solution. 
Accessing support for routine matters or in an emergency is often required 24-hours a day, 365 days a year. Finding the right people to manage calls and messages for security-related issues can be a challenge in current times of staff shortages and ongoing business pressures, particularly when it comes to covering night shifts and other unsocial hours. 
Whether your business requires full support outside of office hours or as overflow/backup to your existing team, The Call Answering Company can tailor a support package to suit your individual business needs. 
The actions we currently take for our clients include: 
Taking call-out requests from customer, including full details of the issue 
Triaging call-out requests to determine which engineer or contractor is required 
Liaising with engineers and contractors to relay call-out details 
Liaising with customers to provide updates on attendance 
Escalating requests to on-call managers, where appropriate 
Fielding calls from customers with non-urgent requests 
The Call Answering Company is experienced in triaging calls and finding a swift solution following the individual plan of action we agree in advance with our clients. We work within the industry to handle overflow calls, escalate action, or provide a complete call management service. 
We provide the reassurance of: 
Our hand-picked team of virtual receptionists 
The ability to manage busy periods 
Unsocial hours support, such as nights or weekends 
Understand the complex compliance requirements of the industry 
Flexibility to turn support on or off as required 
A consistent and professional approach 
A competitive edge within the industry where excellent customer service is crucial 
Cost Comparison 
NOTE: This cost comparison is based on a busy Facilities Maintenance client for whom we provide a full out-of-hours Virtual Reception Service - answering all inbound calls received outside of normal office hours, taking details of the issue being experienced, relaying relevant details to the appropriate contractor and following up where appropriate. 
The service is provided from 16:30 until 07:30 Monday to Thursday and on weekends from 16:30 Friday until 07:30 Monday inclusive, including all bank and public holidays. 

Employee(s) Monday-Thursday 16:30-07:30 (each day) from 16:30 Friday to 07:30 Monday (incl.) 

Average UK Annual Salary £22,000 

Overheads - £11,000 

holiday pay 
maternity/paternity pay 
employer’s NIC & pension contribution 
cover for holidays, sickness, maternity and paternity leave 
wasted/unproductive time (incl. breaks, socialising, sickness, etc.) 
office space/rent/utilities 
equipment, furniture & maintenance 
software licences 


in-house staff 
easier to supervise 
other tasks can be undertaken 
only working in your business 

Productive Days 

Average Weekdays per year = 261 
Average Productive Days per year = 156 
(based on 40 hours per week) 
NOTE: A minimum of 3x FTE will be required to cover the above hours 

Outsourced Virtual Reception Service Monday-Thursday 16:30-07:30 (each day) from 16:30 Friday to 07:30 Monday (incl.) 

Average Annual Cost £4,317 

Overheads - £0 



No salary uplift for unsocial hours 
Access to a whole team 
Experienced call handlers 
No downtime (leave/breaks) 
No employer responsibility 
Fully trained on your business 
Calls answered in business name 
For a fraction of the cost of in-house employees, you will have access to an entire team of experienced, friendly and professional virtual receptionists, who will answer your calls as if they were part of your business. 

Productive Days 

Average Weekdays per year = 261 
Average Productive Days per year = 261 
(including VAT) 

Facilities Management Case Study. 

Check out our case study with Kiwi Facilities Management below! 
To discuss your business requirements, get in touch today! 
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