01 · Energy
Supply and faults
Water, gas and electricity distribution: supply cut-off reports, faults and customer communications with urgency protocols.
Inbound call handling · Barcelona
Inbound call handling answered by real agents 24/7
Outsource your company's inbound call handling to a contact center with over forty years of experience. We answer every incoming call in Catalan, Spanish and English, 24 hours a day, 365 days a year. No call goes unanswered.
Your company's first voice
Inbound call handling: never let an incoming call go unanswered
Incoming calls answered by real agents, not automated switchboards.
Inbound call handling consists of answering, managing and resolving the calls your company receives: enquiries, incidents, technical reports, emergencies and requests for information.
Outsourcing it means no call goes unanswered, including outside office hours, on public holidays and during demand peaks. Every agent knows your protocol and your sector before picking up.
- Agents trained in each client's specific protocol
- Complete, auditable record of every interaction
- Native attention in Catalan, Spanish and English
- Coverage 24 hours a day, 365 days a year
Sectors
Inbound call handling for every sector
We adapt incoming call handling to the criticality of each activity.
02 · HVAC
Home technical reports
Air conditioning, boilers, heating and assistance for repair teams, with coordination of technicians.
03 · Lifts
Incidents and rescues
Installation, maintenance, repair and rescue of people trapped in lifts and escalators.
See lift service →
04 · Technical services
After-sales and support
Handling of reports for technical services of companies and manufacturers, with after-sales support for the consumer.
05 · Customer service
Open line
Information, complaints, suggestions and feedback that your company wants to channel professionally.
See online store support →
06 · Emergencies
Critical situations
Telephone support in health, environmental or regulatory crises, with clear action protocols.
See medical call center →
The process
How we set up your inbound call handling
From the first contact to daily operations, the process is agile, transparent and traceable.01
Analysis
We study your company, the critical hours, the expected volume and the protocols you need.
02
Protocol design
We define scripts, escalation and routing flows according to each client.
03
Team training
The assigned agents know your protocol, your language and your priorities.
04
Operation
Permanent coverage with an auditable record of every call answered.
05
Reports and improvement
Periodic operational reports and continuous service review.
Why Teléfono Permanente
What makes the difference in call handling
Over 40 years answering calls for sectors where every call counts.Real agents
People trained for your company, not automated switchboards.
24/7/365 coverage
Service every day of the year, including nights and holidays.
Multilingual service
Catalan, Spanish and English natively.
GDPR compliance
Full traceability and data on our own server.
"The first call your company receives is answered by a real person, with judgement and with your protocol"
Discover the technology behind it
Frequently asked questions
What clients ask us about call handling
01What does an inbound call handling service include?
Answering all of your company's incoming calls with real agents: identifying the reason, resolving enquiries, managing incidents and reports, routing according to protocol and recording every interaction.
02Do you answer calls 24 hours a day?
Yes. Teléfono Permanente answers incoming calls 24 hours a day, 365 days a year, including nights, weekends and public holidays.
03In which languages do you answer calls?
We answer in Catalan, Spanish and English. Other languages can be considered depending on the service and volume.
04Are calls answered by people or an automated system?
They are answered by real agents, trained specifically for your company. We do not use automated switchboards that drive customers away.
05Where is the contact center located?
In Barcelona, at Berlín 72. From there we serve companies across the whole territory.
06Which companies outsource their call handling?
Companies in energy, HVAC, lifts, technical services and after-sales, customer service and emergency services. Over 400 companies trust their telephone support to Teléfono Permanente.