Name: Hekidi
Address: 148 Bristol Road, Birmingham, B80 8DT, GB
Telephone: +44 121 847 9383

Our Services

Hekidi runs seven core call handling services from our Birmingham office. Below is what each service covers, so you know exactly what you are booking before the first call is answered.

Inbound Call Answering

Every incoming call is answered under your business name during agreed hours. Calls are logged, routed or resolved on the spot, with a call summary sent to your inbox within minutes of hang-up.
From £0.85 per call
Outbound Follow-Up Calls

We contact your customers for order confirmations, appointment reminders or satisfaction checks. Scripts are agreed with you in advance, and call outcomes are logged in a shared spreadsheet or CRM export.
From £1.10 per call
Customer Support Desk

A dedicated line handles queries, complaints and basic troubleshooting on your behalf. We follow a knowledge base built with you during onboarding, and escalate anything outside agreed limits.
From £480 per month
Appointment Scheduling

Calls are matched against your live diary and bookings confirmed while the caller is still on the line. Cancellations and reschedules are updated instantly, reducing no-shows and double bookings.
From £395 per month

Live Chat Handling

Website chat widgets are staffed during business hours, with replies sent within an average of three hours for messages left outside live coverage. Transcripts are archived for your records.
From £340 per month
Order and Enquiry Processing

Phone and email orders are entered into your system the same day they arrive. We check stock availability where access is provided and flag anything that needs your direct attention.
From £0.95 per order
Call Reporting and Analysis

Monthly reports cover call volumes, average handling time and repeat contact reasons across all eight districts we serve near Birmingham. Reports arrive as a plain spreadsheet, no jargon attached.
From £150 per report
Overflow Call Cover

When your own team is at capacity, calls divert to us automatically. Our four-person desk picks up within a few rings, so peak periods do not mean missed business or long hold times.
From £0.75 per call

Recent Work Examples

Below are examples of engagements handled for clients in and around Birmingham. Each project reflects a specific brief: a call volume to manage, a script to follow, a reporting format to deliver. Details are shown per case, without disclosing client-identifying data.

Customer Support

Retail Support Desk Cover

Set up a shared support line for a regional retail chain across its Birmingham stores, handling order queries and returns during trading hours, with call logs shared back each week.

Appointment Booking

Dental Practice Booking Line

Took over incoming booking calls for a Birmingham dental practice, syncing appointments with their existing diary system and confirming slots by text within the same working day.

Order line handling for an online marketplace seller

Order Handling

Marketplace Seller Order Line

Managed phone orders and delivery queries for a seller trading through an online marketplace, with call scripts built around their product catalogue and stock updates supplied daily.

After-hours line for a property letting agency

After-Hours Cover

Letting Agency After-Hours Line

Covered evening and weekend calls for a letting agency in Birmingham, logging maintenance requests and passing urgent cases to an on-call contact within 15 minutes of the call ending.

Helpdesk

Appliance Repair Helpdesk

Ran a helpdesk line for a home appliance repair firm, scheduling engineer visits across Birmingham districts and confirming parts availability with the client's warehouse team before booking.

Survey call campaign for a local services provider

Outbound Calls

Local Provider Feedback Survey

Carried out a short outbound survey campaign for a services provider based near Bristol Road, calling past clients to gather feedback on completed jobs and record it in a shared spreadsheet.

Renewal reminder calls for a local insurance broker

Renewal Reminders

Insurance Broker Renewal Calls

Handled a batch of renewal reminder calls for a local insurance broker ahead of policy expiry dates, following an agreed script and flagging any client who wanted a callback from the broker directly.

391

Completed jobs

256

Clients served

Returning clients

Areas covered

Why clients in Birmingham choose Hekidi

These are the practical reasons behind the numbers: 391 completed jobs since 2018 and 82 clients who returned for further work. Here is what that experience translates into on a daily call queue.

Fast Response Times

Requests are typically answered within 3 hours during business hours. This applies to new enquiries and existing account queries alike, so call volume does not sit unattended overnight or over a busy Monday morning.

Small, Consistent Team

A team of 4 handles every account directly, meaning the person answering your calls today is likely the same one who took the brief last month. No rotating shifts of unfamiliar agents reading from a generic script.

Eight Years of Operations

Founded in 2018, this call centre has worked with 256 clients across 8 service areas to date. That history means call scripts, escalation routes and reporting formats have already been tested against real, varied situations.

Clients Who Come Back

Out of 256 clients served, 82 have returned for a second or further project. That repeat rate reflects how call handling is documented and handed over, rather than restarted from scratch on each new job.

Local Coverage

Operating from 148 Bristol Road, the team covers 8 districts in and around Birmingham. Callers reach agents who understand local business hours, postcodes and common regional queries without needing extra briefing.

Seven Defined Services

Rather than offering a vague general package, the centre lists 7 distinct services, from inbound support to order handling. Clients pick what applies to their business instead of paying for capacity they will not use.

Questions We Are Asked Most Often

Below are answers to the questions we hear most from businesses in Birmingham and beyond when they consider handing over customer calls, live chat or order support to an outsourced team. If your question is not covered here, contact us directly and we will reply within about 3 hours.

An outsourced call centre handles customer-facing communication on your behalf: inbound calls, outbound follow-ups, live chat, email support and order queries. Instead of hiring and training in-house staff, you pass this workload to a team that already has agents, phone systems and scripts in place. At Hekidi we cover 7 distinct services, from inbound support to appointment scheduling, so you can pick the exact mix your business needs rather than paying for a full package you won't use.

Once we understand your call volume, scripts and preferred hours, setup usually takes one to two weeks. This includes agent briefing, system access and a short test period before we go live. We reply to new enquiries within roughly 3 hours, so the process starts fast even if the full rollout takes a little longer. For smaller accounts with a single service, such as order status calls, we have sometimes started within a few working days.

No. We work with a small, four-person team by design, which lets us take on independent shops, trades and small offices around Birmingham as easily as larger accounts. Since 2018 we have served 256 clients in total, and a good number of them are single-location businesses that simply needed someone to answer the phone during busy hours or after their own staff went home.

We currently support clients across 8 districts in and around Birmingham. Because the service is phone- and internet-based, location within the wider Birmingham area rarely limits what we can do; the main factor is matching our service hours to your customers' expectations. If you are based just outside our usual coverage, get in touch and we will confirm whether we can take on the account.

Agents answer using your company name and follow a script built around your products, policies and tone of voice, so calls feel like an internal extension of your business. We ask for a short brief covering common questions, refund or booking policies, and any phrases you want used or avoided. This is set up once and adjusted as your business changes, rather than being reworked from scratch each time.

Our standard hours are Monday to Friday, 08:00 to 17:30. We are closed on Saturday and Sunday. If your business needs weekend cover, let us know during onboarding; depending on volume we can discuss options, though our core team currently operates on the weekday schedule above. Many clients route weekend calls to voicemail or a callback form, which we then handle first thing Monday morning.

Pricing depends on call volume, the number of services used and whether you need dedicated hours or shared coverage. Because we offer 7 distinct services, from inbound support to outbound follow-up calls, we quote based on which of these apply to your business rather than a single flat rate. We will ask about your typical monthly call count and peak times, then send a written quote in pounds sterling with no obligation to proceed.

Yes. Inbound work covers customer enquiries, order status, complaints and general support. Outbound work includes appointment confirmations, satisfaction check-ins and follow-up calls after a job or delivery. Many clients use a mix of both: for example, a trades business might have us answer incoming booking calls during the day and make outbound reminder calls the evening before a scheduled visit.

We start with a briefing document that covers your products or services, common questions, escalation rules and any terms specific to your industry. Agents review this material and run through sample calls before going live. Because our team is small, the same one or two agents typically stay assigned to your account over time, rather than rotating through unfamiliar staff on every call.

Every account has an escalation path agreed in advance. Depending on your preference, this might mean taking a message and passing it to your team the same day, transferring the call live if someone is available, or logging the query for a callback within your normal business hours. We build this into the initial brief so agents are never guessing on unfamiliar topics.

Yes, call summaries and, where agreed, recordings are made available so you can review how enquiries were handled. Reporting typically includes call volume, common topics and any messages logged for follow-up. This is set up during onboarding based on what is useful for your business; some clients want a daily summary, others prefer a weekly overview.

Yes. Since we started in 2018, 82 of our clients have come back for a second service after their first project, often adding or swapping services as their needs changed. If you begin with inbound support and later want outbound follow-up calls added, we simply update the brief and adjust the quote rather than starting a new contract from zero.

Agents only access the information needed to complete a call, such as order details or booking references, and this is discussed with each client based on the type of data involved. We agree data handling rules before any account goes live, covering what is recorded, how long call notes are kept, and who on our small team has access. If your business has particular requirements, tell us during onboarding and we will confirm whether we can accommodate them.

Our office is based at 148 Bristol Road in Birmingham, and most of our current clients are concentrated across the 8 districts we serve locally. Because the work is carried out by phone and online systems, businesses slightly further afield can still enquire, but our familiarity with local context is strongest within and around Birmingham, so this is where we focus.

Since opening in 2018, we have completed 391 jobs across 256 clients, averaging roughly 32 new clients per year. This reflects a steady, small-scale operation rather than rapid, unmanaged growth, which is deliberate: our four-person team prefers to keep account numbers at a level we can service properly rather than overextend and reduce response quality.

Terms are discussed individually based on the service and expected call volume, since a short seasonal project has different requirements from ongoing monthly support. We outline the arrangement clearly in the quote before any work begins, including how the agreement can be adjusted or ended. There is no fixed universal minimum; it depends on what suits your business and what we agree together.

Yes, live chat and email support are part of our 7 core services and can run alongside or instead of phone handling. Some clients prefer chat during the day and phone cover for urgent matters; others want email responses handled entirely by us to free up their own inbox. We can quote for a single channel or a combined package depending on what fits your customer base.

With a team of four, we review call notes and recordings regularly and keep the same agents on each account so familiarity builds over time rather than resetting with new staff. Scripts are reviewed periodically, especially after a client updates their pricing, policies or product range. This steady, small-team structure is part of why 82 clients have returned for further work rather than switching providers.

Call us on +44 121 847 9383, email [email protected], or visit us at 148 Bristol Road, Birmingham, B80 8DT during office hours, Monday to Friday, 08:00 to 17:30. We typically reply to new enquiries within about 3 hours. There is no obligation at this stage; we simply discuss your call volume and which of our services would suit your business before preparing a written quote.

Outsourced Call Center Services in Birmingham

Answering calls, handling enquiries, and managing customer contact for local businesses

Our Services

Inbound Call Answering

Outbound Follow-Up Calls

Customer Support Desk

Appointment Scheduling

Live Chat Handling

Order and Enquiry Processing

Call Reporting and Analysis

Overflow Call Cover