Contact Centre Services Outsourced Switchboard

Outsourced Switchboard

An outsourced switchboard service provides professional front-of-house call management without the cost of an in-house reception team. Lemon delivers structured, UK-based switchboard support, answering calls in your company name and routing enquiries accurately to the correct employee, department or extension, first time.

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Flexible Switchboard Coverage to Suit Your Organisation

Our outsourced switchboard is powered by a secure internal directory application that houses your employee, department and escalation contact details. Operators use this structured system to manage call routing consistently and accurately across your organisation. Clients can access and update their records directly, keeping contact information current and reducing reliance on manual updates.

All calls answered professionally in your company name by a live UK call handler

Intelligent routing across departments and locations using our bespoke directory software

Seamless management of overflow, peak demand and out-of-hours calls

Managed integration with your telephony, CRM and internal systems

Structured quality monitoring to ensure consistency and compliance

Real-time reporting dashboards for performance visibility and insights

Shot of two female customer care workers in their office

Professional outsourced switchboard. Structured call routing. Operational control. Professional outsourced switchboard. Structured call routing. Operational control. Professional outsourced switchboard. Structured call routing. Operational control.

Operating as an Extension of Your Business

Our switchboard operators represent your organisation as a seamless extension of your internal team, delivering professional front-of-house call handling aligned to your brand standards. Every call is managed in line with agreed scripts, structured routing protocols and defined escalation frameworks to ensure consistency, accuracy and a positive caller experience.

Service delivery is governed by our Quality Framework, combining call recording, performance monitoring and AI-assisted call analysis to support compliance and continuous improvement. AI enhances insight and reporting by identifying trends and supporting quality scoring, while experienced human operators remain central to every interaction.

Operating under ISO9001 quality management and ISO27001 information security standards, our switchboard services provide assurance around data protection, governance and measurable performance, supported by structured reporting and SLA oversight.

What is an outsourced switchboard service?

An outsourced switchboard service provides professional front-of-house call handling on behalf of your organisation. Calls are answered in your company name and routed to the correct department, extension or employee using agreed scripts and structured routing protocols.

How do you ensure calls are transferred accurately?

Our switchboard is powered by a centralised directory application that houses your employee, department and escalation contact details. Operators use this structured system to manage call routing consistently, and clients can update records directly to ensure information remains accurate and current.

Can you manage multi-site or complex organisational structures?

Yes. Our outsourced switchboard service is designed to support multi-site organisations, layered departmental structures and defined escalation frameworks. Structured routing protocols ensure calls reach the correct location or contact first time, even in complex environments.

How is outsourced switchboard pricing structured?

Switchboard services are typically delivered through our shared-agent model, meaning you benefit from scalable support aligned to your call volumes. For higher-volume or more complex requirements, dedicated resource models can also be provided. Pricing is agreed based on expected demand, coverage hours and integration needs.

How do you maintain quality and data security?

All switchboard services operate under Lemon’s Quality Framework, supported by call recording, performance monitoring and AI-assisted analysis for oversight and continuous improvement. We operate under ISO9001 quality management and ISO27001 information security standards, ensuring governance, compliance and data protection.

Ready to outsource your switchboard? Speak to a specialist today.

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