24/7 customer support
Permanent call reception for enquiries, alerts and requests related to lifts, without interruptions, 365 days a year.
Contact centre for lift companies
24/7 support for emergencies, rescue and technical assistance in lifts
In the lift sector, every minute counts. We handle enquiries, incidents, emergencies and alerts for people trapped in a lift 365 days a year, with agents trained in each maintenance company's protocol.
Why a specialised contact centre
When someone is trapped, the response cannot wait
Fast, safe and effective response to every incident, 365 days a year.
A stopped lift is an incident. A person trapped inside is an emergency. We distinguish the two from the first second of the call and trigger the right protocol, with the right priority.
The assigned agents understand how the sector works, the procedure of each maintenance company and the chain for locating on-call technicians before answering the first call.
- Agents trained in each maintenance company's protocol
- Immediate distinction between breakdown and emergency with people
- Locating and coordinating on-call technicians
- Complete, auditable record of every alert
- Service in Spanish, Catalan and English, 24 hours a day
Services
Complete services for lift companies
A full telephone support solution designed for the pace and urgencies of the sector.Emergency management
Immediate response to critical breakdowns, unexpected stoppages or urgent incidents, triggering the maintenance company's protocol from the first alert.
Rescue of trapped people
Priority handling of alerts for people trapped in a lift, with immediate protocol activation and location of on-call technicians.
Specialised technical support
Initial technical filtering to identify the incident and escalate it to the right team, reducing resolution times and unnecessary call-outs.
Maintenance coordination
Scheduling, confirmation and follow-up of preventive and corrective maintenance, in coordination with each company's technical teams.
Incident logging
Complete documentation of every call, breakdown or emergency for operational control, auditing and historical tracking.
Multichannel communication
Support via phone, email and other channels according to each company's needs, with a single point of coordination.
Custom reports
Periodic reports with call volume, response times and incidents to support operational decision-making.
Safety regulations
The human link in lift safety
Regulations require technical means. We are the end that responds when those means are activated.The ITC AEM 1, approved by Royal Decree 355/2024 and in force since 1 July 2024, updated the safety measures and the deadlines for the mandatory periodic inspections of the lift stock.
Among its requirements is two-way communication inside the cabin: the system that lets a trapped person contact a permanent support service. That service is exactly what we provide.
We are not an inspection body or a maintenance company. We are the contact centre that answers the emergency call, identifies the situation and coordinates the response with the technicians of the responsible company.
- Permanent support for the cabin's two-way communication, 24 hours
- Coordination with the maintenance company and its on-call technicians
- Auditable record of every alert, useful for operational control and traceability
- Distinction between a technical incident and an emergency with people
- Tailored protocol based on each company's procedure
Benefits
More safety, fewer incidents, a better experience
Over 40 years managing communications for sectors where error is not an option.
Better user experience
Clear, fast and professional support for lift users at any time of the day or night.
Operational efficiency
We free your internal team from the repetitive handling of calls and incidents so they can focus on technical work.
Real 24/7 availability
Continuous support 365 days a year, weekends and holidays included, with no answering machines or uncovered hours.
Immediate incident response
A drastic reduction in response times for breakdowns and emergencies, with the alert triggered instantly.
Safety protocols
Structured management of emergencies and rescue of trapped people, with priority and traceability.
Control and traceability
Complete logging of calls and incidents and custom reports for operational follow-up.
"When someone is trapped, on the other end of the line there is someone who knows exactly what to do"
Discover the technology that makes it possible
FAQ
What lift companies ask us
01Do you handle alerts for people trapped in a lift 24 hours a day?
Yes. Alerts for trapped people have top priority and are handled 24 hours a day, 365 days a year. We immediately activate the agreed protocol and locate the on-call technicians.
02Do the agents know our company's protocol?
Yes. Before starting, the assigned agents are trained on how the sector works and the specific procedure of each maintenance company. We respond according to the previously agreed protocol.
03Do you tell a breakdown apart from an emergency with people?
Yes, from the first second of the call. A breakdown is handled as a technical incident; a trapped person is handled as a priority emergency, with immediate activation of the rescue protocol.
04Do you cover the two-way communication required by regulations?
We provide the permanent support service that the cabin's two-way communication required by ITC AEM 1 connects to. We are not an inspection body: we are the human end that answers and coordinates that communication.
05In which languages do you answer calls?
We answer in Spanish, Catalan and English, 24 hours a day, which lets us respond to users and residents with very diverse profiles.
06Do you provide reports of the incidents handled?
Yes. Every call and incident is logged, and we deliver periodic reports with call volume, response times and incidents for your company's operational control.
Do you need a contact centre specialised in lifts?
Tell us your alert volume, the hours you need to cover and your protocol. We will prepare a no-obligation proposal. Request information ✓ Fast response ✓ No obligation ✓ Data protected (GDPR)Request information about services 24/7
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