Case Studies
First Call have helped clients in a variety of industries, here are some of the latest examples:
George Barker and Company (Leeds) Limited
George Barker’s registered office is in Bradford, West Yorkshire and employs approximately 450 people both locally and nationally. The company was established in 1928 and has developed a strong involvement in every aspect of retail display – an involvement that has brought the company considerable success and national recognition in this field.
In 1999 George Barker became a member of the Epta Group S.p.A. With its head office in Milan and plants/offices in France, Italy, Germany, Austria, Argentina and China the group employs over 2500 people.
Epta is a Corporate leader in the development, design, manufacture, supply and installation of temperature controlled display cabinets (remote and plug in), control units and packs, cold rooms, as well as refrigeration systems required for a safe and efficient operation of all relevant equipment. The above services are supported by after sales teams for Customer support, spare parts, service & maintenance.
Our Vision
To be the preferred local partner worldwide for customised product and system solutions providing the ultimate technology and design for the unique store. Epta is the preferred partner because it can provide customised/personalised/quick/high quality solutions to our customers. We do this through our attention to their known and to their unspoken needs;
Epta is a local partner worldwide because it is near to its customers, and because it is able to capitalise on its different cultures and “souls” while preserving their strengths; Epta offers the Ultimate technology and design for the unique store, because we develop innovative merchandising and product technologies that are environmentally friendly and energy efficient
Our Mission
Proud to contribute to the success of our customers’ sales outlets: simple, safe and appealing purchases through:-
Our Principles, our credo and fundamentals of leadership:-
(To value people, be ethical, create a culture of innovation and value, focus on the Customer)
Our Values:-
(Loyalty and transparency, passion, pride of belonging and team spirit, initiative, flexibility and reliability, partnership trust and respect, attentiveness and optimism).
Our Quality Standard
Quality is the responsibility of everybody in the organisation. Our common goals at Epta are:-
- To always exceed the expectations of our internal and external Customers with integrity and without compromise.
- To assure that product built and launched onto the market conforms in all respects to applicable national and international standards
- To deliver products and services always on time and free of defects
- To reach highest possible standards of safety and environmental compatibility of our operations
- To continually improve our quality and efficiency by establishing and reviewing the Quality objectives
- To ensure the above by an implemented Quality System aligned to ISO 9001:2000
George Barker has a strong commitment towards health, safety and environment and is an active member of the British Health & safety Council, the British Refrigeration Association and the Employers’ Federation.
Customer Service is the main after sales interface with our customers having in place a manned 24-hour response to any issues relating to Repairs, Spare Parts, Warranty and Refrigeration Equipment, Service and Maintenance.
George Barker are committed to pursuing this ‘Total Responsibility Principle’ as we are convinced that it is the only way to bring true improvements to equipment operation.
To ensure total commitment, Firstcall Business Communications are our chosen provider for Out of Hours call handling services. This ensures our philosophy is upheld giving total business continuity 24/7
Medico
Medico was established in 1985. Specialising in the specific provision of home care for people who need support to remain independent in their own homes. We provide a variety of care and support services to assist service users with the activities of daily living. We also provide tailor made nursing solutions in various areas of the UK.
Medico has experience and knowledge of meeting the home care needs of a number of different client groups. These include the following:
Elderly care at Home (Personal care, Domestic Assistance)
Children’s Services
Learning Disabilities
Physical Disabilities
Mental Health
Ethnic Minorities Provision
The range of services offered by Medico includes personal care, light household duties, ‘pop-in’ service, live-in care, and night sitters. Medico Home Care has over 50 branches located across England and Wales.
Medico’s philosophy of care helps to ensure that individuals remain as independent as possible within their own homes by providing tailored programmes of support and care. Service users include elderly individuals, people with learning and physical disabilities, and those with other support needs. Some services are provided on behalf of local authorities, others are purchased directly by the service user or relative.
Medico ensures that it meets the highest quality standards and all our branches are csci registered. We ensure careful screening of all care workers, prior to them providing care in a service user´s home (meaning they can feel at ease with the care and support that they receive). Medico complies with their professional guidelines to ensure that only the highest quality of care is delivered
Medico are part of The Nestor Healthcare Group, the largest independent organisation dedicated to providing flexible staffing solutions and managed services to the UK health and social care sector.
First Call’s 24hour tailored Inbound Call Management and Escalation Services enable Medico to provide their staff and clientele with a professional continuity of service outside of normal office hours.
Advantage Healthcare Group
Advantage Healthcare Group was established in 1998 and re-branded in 2005. It is one of the UK's leading providers of health and social care workers, and has a singular sense of purpose – to provide outstanding care and service to all of its clients and workers.
Including specialist agencies for doctors, registered nurses, carers, support workers, social workers and allied healthcare professionals, we recruit nationally and internationally and deliver our service throughout the United Kingdom; supplying staff to all areas and specialties of the healthcare sector and industry. In October 2006, we acquired Quantica Healthcare, allowing an important expansion of our services to include qualified social workers.
Current clients include care and residential homes, charities, local authorities, non-statutory organisations, industry, private hospitals, GP Surgeries, the UK Forces and patients in their own homes. We are also the preferred supplier to the NHS under: London Agency Project phase III, the Multi-Region Agency Framework Agreement and the NHS Purchasing and Supply Agency National Contract for GP Locums.
First Call’s 24hour tailored Inbound Call Management and Escalation Solutions , enable Advantage Healthcare to provide their staff and clientele with a professional continuity of service outside of normal office hours. Whether it’s a message for the office or managing staff availability First Call manage all of Advantage Health Care’s inbound calls.
"Since using FCBC we have been able to track our out of hours activity much more accurately & therefore tailor our business hours to meet our clients requirements."
Advantage offer a wide range of services to a variety of clients.
Energas - Engineering & Welding Supplies
Since its formation in 1960, Energas (also known as Engineering & Welding Supplies), has developed into one of the UKs leading suppliers of Industrial Gases and Welding Products. They trade extensively across the East of England from 11 Sales and Distribution Centres and 6 Manufacturing facilities. They offer a personal and complete service to British Industry and are proud to remain a family owned company.
Energas provide a comprehensive supply chain solution by using larger capacity cylinders, manifolded cylinder packs and cryogenic liquid Mini-Tanks, supplied from their locations and services with a modern fleet of delivery vehicles.
As such Health & Safety is paramount and Energas are at the forefront of promoting Safety to and for all their employees. As an ongoing part of this commitment the selection of a partner to assist in the protection of their Lone Worker personnel during the out of hours period demanded a professional and experienced provider, Firstcall Business Communications offered the complete solution.
A particular example of the necessity and value of the service can be taken from 12th July 2006, one of the Tanker Drivers missed his footing vacating his vehicle. He contacted Firstcall who’s experience and swift actions resulted in the emergency services attending within a very short time along with advising the company escalation manager of the situation and ensuring full support throughout.
Energas HGV drivers operate within the Carriage of Dangerous Goods by Road Regulations 2007 and are trained to ADR standards, please select the link to be directed to their website.
United Utilities - Facilities Management
The facilities management arm of United Utilities provides tailored support services for companies ranging from: a main helpdesk, building maintenance, management of business premises.
First Call provides Out of Hours Answering and Messaging Services when the main help desk at United Utilities has closed after normal business hours. First Call take call details and pass them to relevant contractors on call. United Utilities also receives an instant report for call verification from First Call.
KABA Doors Access Control
For over 100 years Kaba has been manufacturing security products, including electronic access control, door solutions and time & attendance solutions. Kaba also provide a range of integrated security solutions for businesses around the world.
Kaba’s experience in such markets as healthcare, utilities, education, hospitality, rail travel and retail, has enabled Kaba to become one of the world’s largest and most innovative security manufacturers. Through First Call’s 24hour tailored Inbound Call Management Solutions, Kaba give their global clientele a professional continuity of service. Out with normal office hours, First Call handles all Kaba’s inbound calls.
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