Answering Service | Virtual Receptionist

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Your customers merit personal attention. CallTel's Help Desk Services, enables you to provide your customers with excellent customer care and technical support.

Help Desk Solution: Resolving problems, helping you retain valuable customers...

Our Help Desk Solution helps to lower your operational expenses, increase your customer service and provide your customers with a high level business support. Our staff triages each call by opening a trouble ticket and reliably escalating calls to your appropriate staff in the format of your choice (live patch, voicemail, email or SMS); making sure that your customers receive their needed support.

Levels of Help Desk Solution

CallTel's Help Desk Services can be handled and escalated to three distinct tiers:

Level 1

CallTel's associates answer your calls, record each contact into your trouble ticketing system (or ours) and route calls to the appropriate person or department.

Level 2

Associates answer and record questions and provide solutions to simple problems based on a standard response library. Questions that cannot be answered are escalated to the right staff.

Level 3

Dedicated agents, meeting your requirements by answering and logging questions to provide solutions to problems based on a standard response library. We will only call your staff to assist with high-level problems that our project manager cannot resolve.

Key Benefits
  • 3 Levels/Tiers to Fit Your Needs
  • Shared or Dedicated Agent Options
  • 24/7/365 Customer Care
  • Established Response Library Minimizes Need to Escalate Calls
  • General Sales Support
  • Order Taking and Payment Processing Services Available
  • PCI‐DSS Compliant
Key Features
  • Flexible, On-the-Fly Scripting
  • Customized Escalation Procedures
  • Dealer Locator
  • Field Dispatch Services
  • Multi-language and Communication Support
  • Disaster Planning and Response
  • Call Patching and Routing
  • Advanced Ticketing System Logs Every Customer Contact
  • Cross-selling/Up-selling


Top 10 Reasons to Choose Us

See all top 10 reasons
  • Make customer care your #1 priority.
  • Leverage our talent to build your
  • Customize Calltel's extensive
    services for your needs.

Industry-Specific Teams

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  • We segment our call center into industry- specific teams that learn your business.
  • We offer industry expertise to you at no additional cost.
  • Our high employee retention
    means more experience
    for our customers.