Housing and local authority specialists
Over 35 years experience delivering bespoke out of hours services that meet your exact requirements and responsibilities.
Excellence-focused
We agree call procedures with you across all scenarios. This ensures a consistent service that achieves your KPIs and deals with issues in line with your policies.
Seamless Handovers
Detailed call records equip your staff with the information they need to pick up cases when their day starts. This enables a smooth transition between the out of hours and day time teams.
Overview
When your customers need you most, we're there to help. Our Out of Hours (OOH) service provides 24/7 call handling and support for your residents, ensuring they can always reach someone in an emergency, even outside of normal business hours.
Our dedicated call handling team provides essential help and reassurance as needed – representing your organisation with the same care and professionalism you deliver during the day.
Emergency call handling
We can handle all types of emergency calls, including those related to repairs, maintenance, and anti-social behavior.
Logging and Reporting
We'll keep you informed of all calls we receive, so you can track trends and identify any areas for improvement.
Dedicated point of contact
You'll have a dedicated point of contact who will work with you to ensure our service meets your specific needs.
People and outcome-focused
We don’t just answer calls, our team is provided with expert skills to ensure calls are managed professionally, empathetically and with consideration for individual needs, to ensure an efficient and effective outcome.
Download brochure
Meeting your needs
We understand that your organisation may have different needs and priorities. With leading tech, our team are expertly trained on your processes, ensuring your desired outcome in any situation.
Download brochure.jpg?width=2000&name=ARC-Careline(11).jpg)
Award Winning
We work to the highest standards
of quality and service, as certified by
the TSA Quality Standards Framework.
We’re also an award-winning member
of the UK Contact Centre Forum.
Designed for scale
Our scale gives us the capacity to handle
high call volumes and provide flexible support. With a dedicated team of operators, we employ intelligent call analysis and trends mapping to forecast appropriate staffing levels.
Our focus is on enabling you to deliver safer, happier lives for your customers
.jpg?width=2000&name=Careline-ARC-Appello%20(18).jpg)
Bespoke Procedures and Compliance
We work in close partnership with you to agree on call procedures across all scenarios. This ensures a consistent service that strictly adheres to your specific policies and achieves your KPIs. Every call is handled exactly how you want.
Seamless Reporting and Handovers
Our team provides detailed call records and accurate, actionable reporting to ensure your staff can stay up to speed on all incidents. This comprehensive logging enables a smooth handover of cases when your daytime team’s working day begins.
Expertise and Excellence Ensured
With over 35 years of experience, we provide essential support tailored to your exact requirements. Certified by the TSA Quality Standards Framework, our highly trained operators combine empathy with a structured approach to resolve issues efficiently and protect residents.
