Sectors Lift and Escalator

24/7 Contact Centre Services for UK Lift Companies

We provide UK-based 24/7 call answering and specialist out-of-hours call handling support for lift companies, backed by over 20 years of sector experience and proven operational processes.

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Lemon Contact Centre operator smiling looking at camera wearing heatset

Outsourced Call Centre for Lift, Stairlift & Escalator Call Handling

When you partner with Lemon, our trained operators work as an extension of your team, following your business processes and logging calls directly into your Field Service Management systems. This is supported by clear reporting, robust quality assurance, and call recording, providing full visibility and accountability.

Structured handling of service enquiries, faults, and trappings nationwide

Round-the-clock coverage delivered by trained UK operators

20+ Years experience in managing lift calls outside normal working hours

Calls logged and updated directly within your systems for greater efficiency

Clear workflows for trapped passenger and safety-critical incidents

Independently certified for Quality Management and Information Security

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Lift trappings and auto-diallers

Lift entrapments are safety-critical situations that require calm, efficient, and well-structured call handling. Lemon’s trained operators manage these calls in line with agreed procedures, reassuring passengers while escalating incidents promptly to the on-call lift engineer, helping ensure safety and a timely resolution.

Lemon also handles calls generated by lift auto-diallers, including identifying and reporting faulty or rogue devices. This allows issues to be addressed quickly, reducing unnecessary disruptions and improving overall operational efficiency.

To support effective triage, our operators use bespoke support tools, including an advanced diagnostic system and a comprehensive knowledgebase. These tools enable higher first-call resolution rates and help avoid unnecessary engineer call-outs. Where escalation is required, our on-call rota portal ensures jobs are dispatched quickly and accurately to the appropriate engineer.

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24/7 Availability UK based Bespoke service

0800 612 7595

No. of employees:

1-20

21-100

101-500

500+

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What types of lift calls can Lemon handle?

Lemon handles a wide range of lift-related calls, including trapped passenger incidents, lift breakdowns, fault reports, loss of access issues, and general service enquiries from residents, managing agents, and facilities teams. Calls are triaged in line with agreed priorities and escalation procedures.

Do you provide 24/7 out-of-hours lift call handling?

Yes. Lemon provides UK-based 24/7 out-of-hours call handling for lift maintenance providers. This ensures that lift-related calls are answered consistently outside normal working hours, including evenings, weekends, and bank holidays.

How are trapped passenger calls handled?

Trapped passenger calls are treated as priority incidents. Operators follow client-specific procedures to identify the lift, confirm site details, and escalate immediately to the on-call lift engineer or duty manager, while communicating clearly and calmly with the caller.

Can Lemon access our lift field management systems?

Where required, Lemon operators can be trained to use client lift management and job logging systems, or work alongside them using agreed processes. This allows calls to be logged accurately in real time and reduces the need for duplicate administration during working hours.

How does Lemon help lift companies meet SLAs out of hours?

By answering calls promptly, triaging issues correctly, and escalating priority incidents without delay, Lemon helps lift companies maintain consistent SLA performance outside normal working hours. Structured reporting also provides visibility of call volumes, response times, and escalation activity.