Dedicated Customer Support Operations for UK Businesses
Extend your front-desk capabilities with dedicated remote customer support agents managing email tickets, live website chat, booking assistance, complaints, and CRM administration.
Full Multi-Channel Support Across All Customer Touchpoints
Your customers communicate across phone, web chat, email, and social messaging. Our dedicated operators manage all channels synchronously.
Email Helpdesk
Managing Zendesk, Freshdesk, or standard inbox queues with sub-15 minute response times.
Live Web Chat
Instant answers to website visitors, quoting journey estimates, and helping users complete bookings.
CRM Administration
Corporate invoice reconciliations, customer profile updates, and driver documentation archiving.
Lost Property & Disputes
Empathetic coordination between passengers and drivers to recover lost items and resolve fare disputes.
Clear Tier 1 & Tier 2 Escalation Boundaries
We resolve the vast majority of routine inquiries immediately, escalating only critical policy decisions to your UK team.
| Inquiry Category | Tier 1: Resolved by First Line Operators | Tier 2: Escalated to Client Management |
|---|---|---|
| Booking Support & ETAs | Booking amendments, ETA lookups, vehicle changes, driver contact. | Major route cancellations due to extreme weather or road closures. |
| Pricing & Tariffs | Standard tariff quotes, airport barrier fees, waiting time rules. | Custom corporate volume discounts and annual contract tenders. |
| Lost Property | Logging item description, contacting vehicle driver, coordinating collection. | High-value claims or police investigation reports. |
| Customer Complaints | Apologizing politely, recording formal incident logs, offering standard vouchers. | Formal legal claims or driver licensing council referrals. |
Frequently Asked Questions
Everything you need to know about our dedicated remote operational teams and UK workflow integration.
Our operators connect directly to your dispatch system (such as iCabbi, Autocab Ghost/365, Cordic, Cab9, or CabTreasure) using dedicated operator credentials via secure cloud logins or an authorized VPN. They perform exactly the same functions as an in-house controller: booking inbound phone calls, adjusting dispatch queues, tracking airport flights, and communicating with drivers.
Yes. All operators undergo rigorous vetting for English fluency and receive comprehensive training in British regional accents, telephone etiquette, UK postal codes, common junction nomenclature, and local geography before handling a live telephone line.
Unlike per-minute answering services that quickly become prohibitively expensive during busy taxi rushes, we provide dedicated operators on fixed monthly arrangements. Your team works exclusively for your company, mastering your specific drivers, vehicle types, corporate accounts, and customer rules.
Operational continuity is guaranteed. Every client account is cross-trained across dedicated primary and secondary backup controllers. In the event of scheduled leave or sudden illness, a fully trained backup immediately steps in under supervisor oversight with zero disruption to your phones.
We operate under a formal UK GDPR Data Processing Agreement (DPA) incorporating Standard Contractual Clauses (SCCs) and the UK International Data Transfer Addendum. Our Dhaka facility utilizes strict access controls, workstation lockouts, clean-desk policies, and audited network logs to safeguard your customer and operational data.
Standard onboarding takes between 7 to 14 days. This window allows us to thoroughly map your operational workflows, test software credentials, conduct call simulation drills, and complete supervisor sign-off before commencing live shift coverage.