Urgent calls triaged, escalated and actioned your way, day or night.
Answers does more than pick up the phone. Our team captures accurate information, follows your escalation processes and makes the next step clear, reducing repeat calls, unnecessary handovers and missed details.
Priced to how you work. Every Helpdesk is built around your processes, rosters and systems, so we quote once we understand them.
Who it's for
Faults, outages and urgent maintenance
Urgent calls reach the right person straight away. Routine ones don't clog your team.
On-call teams after hours
We work from your roster, so the person on call gets the call, not the whole team.
Several sites or branches
Every caller gets the same process, wherever they call from.
Staff working alone
Scheduled welfare checks, with escalation if someone doesn't respond.
What happens on a call
We answer
We answer in your business name.
We capture the details
We capture the details you need, accurately, the first time.
We triage
We triage the call by your rules: urgent or routine.
Urgent calls escalated
Urgent calls go to whoever is on call in your roster, following your escalation sequence until someone takes it.
Routine calls logged
Routine calls are logged and passed on, or entered straight into your system.
What's included
Triage of urgent and routine calls, by your rules
Dispatch and escalation, following your sequence
On-call roster management: who's on call, when
Contact lists by time, branch or call type
Connection to your own systems
Welfare checks for staff working alone
Regular customer success meetings with your account manager
Every call logged, with daily, weekly or monthly reports on call volumes, answer times and outcomes
How set-up works
We talk it through
We talk through your call types, escalation rules and systems.
We map your process
We map your process and rosters, and connect to your systems.
You go live
You go live, with regular customer success meetings from then on.
Common questions
Who answers our calls?
Trained people based in New Zealand, working to your process. Where an AI agent suits part of it, such as overflow or simple status updates, we design that with you, and callers are always told.
Can you work with our systems?
Yes, connecting to your systems is part of set-up.
What reporting do we get?
Every call is logged. You choose daily, weekly or monthly reports on call volumes, answer times and outcomes.