The Call Answering Company: The family revolutionising customer care around the clock
The Call Answering Company: The family revolutionising customer care around the clock
Guest Editorial • Spring 2022
Jo from Y&H had the pleasure of visiting The Call Answering Company from their bright and funky new office space at K3 Business Park in Hull to meet the team and find out about how this family business is changing the face of customer care and keeping essential services operating around the clock.
The Call Answering Company was established in 2019 after Sam Waslin had worked in the legal sector for many years. Sam had set up her legal transcription and administration business, and, as her company scaled, she found it tricky to juggle answering the phone while doing what she loved. Knowing the importance of being available for her clients, Sam looked for an outsourced solution she could partner with to care about her business as much as she did. After a long search, Sam couldn’t find the right option and felt other companies must be facing the same challenge – The Call Answering Company was born.
Starting up initially from Dunston House in Hessle and then moving to larger premises at The Deep Business Centre in Hull, Sam started with Co-Director Emilie answering calls around the clock. As their client base has grown, so has the range of services and their team. Sam added, “We listen to our clients and provide services that make their lives easier – we strive to be an extension of the businesses we work with”. Starting with call answering, the company has added virtual reception service, helpline management, live chat support, virtual phone numbers and email monitoring to their portfolio of services.
Hitting a global pandemic just seven months into starting a business could have been a terrifying prospect for The Call Answering Company. Still, they jumped to the challenge of supporting companies providing essential services, including facilities management, logistics and security. The team works relentlessly behind the scenes handling calls and fielding enquiries into the right people in the right places. This includes engineers and other on-call services on a 24-hour basis, 365 days a year. This may sound relatively simple, but they implement a bespoke framework with their clients to ensure everyone understands that client. This might cover handling calls and managing incoming requests – often for urgent callouts or maintenance through the night and at the weekend. This unseen service they provide is critical in many sectors as they experience a shortage of people and skills.
The business has recently relocated to the K3 Business Park on Clough Road to allow extra space as their clients and hand-picked team grows. They have also recently invested in additional resources, including marketing, to help tell their success story, which involves liaising with their national base of clients to capture this.
What is special about this team is how the family is at the heart of everything. Daughter Emilie is the Director of Operations and oversees all aspects of the day-to-day operation of the business and clients, working alongside Mother Sam, who takes care of the business’s IT systems. Husband and Father Andy leads everything financial and support. Ultimately, they know what it takes to start and run a business and genuinely care for their clients’ businesses just as much as their own.
Contact the team to discuss a service or package or take advantage of a free seven-day trial for call answering.