A Customer Service Team Without the Headcount
Handing over your customer service is a big decision. Your customers expect quick answers, accurate information, and a consistent experience, and trusting someone else to deliver that can feel like a risk. But not with First Contact
Our outsourced customer service solution is designed to act as a seamless extension of your team, not a call centre. We take the time to understand your products, your systems, and your processes, so your customers get the answers they need straight away.
With First Contact, you get your customer service handled exactly as you would.
What Is Customer Service Assist?
Customer Service Assist is a fully integrated customer service solution designed to operate as part of your business. Our team is trained on your products, your systems, and your processes, so they can manage enquiries, resolve issues, and support your customers just as your in-house team would. From the outside, there’s no difference; every interaction feels consistent, informed, and professional.
Our outsourced customer service solution is your customer service team, just without the overhead of building and managing one yourself.
Need reception-level call handling instead? See Business Assist.
Outsourced Customer Service has Real Capabilities & Real Outcomes
Answer calls with full knowledge
Every call is handled by someone who understands your business, so customers get clear, accurate answers straight away.
Resolve issues on the first call
We focus on true first-call resolution wherever possible, with no unnecessary callbacks, delays, or handovers.
Handle referrals your way
When something needs to be passed on, it’s done exactly according to your processes, ensuring nothing is missed.
Work directly within your systems
Whether it’s your CRM, job management platform, or booking system, we operate inside your tools, not around them.
Coordinate service jobs and suppliers
We can organise call-outs, liaise with contractors, and manage service requests from start to finish.
Manage jobs through to completion
From initial enquiry through to final resolution, we keep things moving and make sure nothing falls through the cracks.
Keep customers informed
Updates are communicated clearly and consistently, so your customers always know what’s happening.
Conduct welfare checks for workers
We check in with off-site staff, confirm job progress, and ensure they return safely, adding an extra layer of accountability and care.
Support your team behind the scenes
From coordinating schedules to managing communication, we help keep your operations running smoothly.
Be available 24/7, across any industry
Day or night, weekends or public holidays, your customer service stays consistent, no matter when calls come in.
How it works
We learn your business
We get across your products, systems, and how your team operates.
We integrate your systems
We work directly inside your CRM, job platform, or booking tools.
We handle calls as your team
Every call is managed your way, resolving issues and supporting customers.
You stay in control
Outcomes are handled and shared with you, so everything stays aligned.
Built for Complex, Real-World Operations
Customer Service Assist is designed to work across a wide range of industries, especially where clear communication, coordination, and reliable service delivery are critical. We regularly support businesses in:
- Field services and trades: managing job bookings, customer enquiries, and on-site coordination.
- Property and facilities management: handling tenant requests, maintenance issues, and contractor communication.
- Utilities and energy: supporting customers with service queries, outages, and scheduling.
- Healthcare and community services: ensuring consistent, responsive communication with clients and patients.
- Transport and logistics: coordinating deliveries, updates, and time-sensitive enquiries.
- Retail and e-commerce: assisting with orders, customer support, and product enquiries.
- Franchises: delivering consistent service across multiple locations and teams.
If your business relies on customer interaction, job coordination, or ongoing communication, our outsourced customer service solution can integrate seamlessly, providing the same high standard of service your customers expect.
A Customer Service Team That Feels Like Your Own
When your customers get in touch, they expect to speak to someone who knows your business and can help them on the spot. With First Contact, that’s exactly what they get. Our operators are fully briefed on your products, systems, and procedures before they ever pick up a call, so your customers get the same experience they’d get from your own team. They won’t know the difference. Neither will anyone else.
We’re New Zealand-owned, based in Auckland, and have been supporting Kiwi businesses since 1989. Unlike the large BPO providers in this space, we don’t come with corporate overhead or rigid commitments; we integrate with your business, scale with you, and stay personally accountable. We also offer something no competitor provides: welfare checks for field staff and lone workers, so your people are looked after as well as your customers.
Frequently Asked Questions
Before we answer a single call, we work with you to understand your business properly. That means learning your products, your systems, and the way you handle things, so our operators are ready to represent you accurately from day one. It's a collaborative process, and we don't go live until we're confident we've got it right.
Yes. We integrate directly with your existing platforms, whether that's a CRM, job management software, or a booking system. You don't need to change the way you work. We fit into your world, not the other way around.
It means your customers get a real answer the first time they call, no callbacks, no "I'll pass on a message." Our operators have the knowledge and the system access to handle enquiries, resolve issues, and take action on the spot, just as your own team would.
We monitor check-in schedules for staff working off-site or in lone-worker situations and follow your escalation process if someone doesn't check in on time. It's a simple but important layer of safety for businesses with people working remotely or in the field.
Yes. Our team is available around the clock, every day of the year. Whether a customer calls at 11 pm on a Wednesday or first thing on a public holiday, we're there to handle it properly.
Ready to Give Your Customers the Real Thing?
Your customers deserve the same experience whether they’re talking to you or your team. With Customer Service Assist, that’s exactly what they get; every call, every time, handled by people who know your business inside out. Get in touch today, and we’ll show you exactly how we integrate with yours.