Call Pal

Call answering from Irish-based receptionists

Call Pal is a phone answering firm with its receptionists in Ireland. It takes phone calls and web chats under the client's own company name, so that callers hear the same greeting and follow the same rules as they would from the client's own staff. The company describes itself as offering virtual reception and fully managed customer service for businesses across the country.

Overflow cover for busy phones

Many clients use the service for reception overflow rather than full cover. The company says its agents step in only when the client's phones are busy, when staff are in meetings, on holiday or short-staffed. Priority calls are transferred straight through, and everything else is triaged and passed on as a message, so callers never meet a dead line.

Outbound calls and diary management

Beyond answering, the company carries out outbound work on a project or ongoing basis. This includes lead qualification, appointment setting, client follow-ups, updating and enriching a client's database, and simple customer care calls. Diary work, meaning bookings, cancellations and rescheduling, is handled on the client's behalf so the client keeps its time for the business itself.

A principle of people, value and trust

The company says its work rests on the principle of people, value and trust. Its agents are meant to act as an extension of the client's team, which it says satisfies not only the client but also the client's own customers. It says any business that wants top-class customer service can use it, across the range from small firms to large corporations, particularly where call volumes are heavy.

Onboarding and recognition

Getting started involves sharing a script and key details. The company then configures the client's account and issues a dedicated divert number, so that the client simply forwards its calls through its existing provider. The firm says it took the business support services prize at the inaugural Guaranteed Irish Business Awards, and it describes that honour as a reflection of its team's efforts and its commitment to Irish businesses.