Custom Contact Center Solutions for Your Business
Explore the range of specialised services we provide to our happy clients.
Next-Generation
Call Handling Solutions
With over 35 years of experience, Hub NI brings unmatched expertise and an innovative approach to customer service to businesses across Northern Ireland and beyond.
Learn MoreWhy Leading Northern Ireland Businesses Choose Hub NI
Hub NI is the go-to choice for leading enterprises seeking customised contact centre solutions tailored to their specific needs. We provide a range of services including handling overflow calls during peak office hours, offering out-of-hours helpdesk and escalation services, and maintaining 24/7 order and sales lines. As a cost-effective extension of your team, Hub NI ensures that your customer interactions are managed efficiently and professionally.
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We’re Local
Based in Holywood, Co. Down, Northern Ireland
Available 24/7
We handle your calls any time of day
Flexible Solutions
Delivering tailored services in all industry sectors
Quick & Easy Set-Up
We can set up your service quickly and easily
Virtual Reception
Don't let another customer slip through the cracks. Our virtual receptionists are here to ensure that every call is answered. Whether it’s handling overflow calls or managing after-hours inquiries, we make sure your business is accessible anytime, without compromise.
- Enhanced Accessibility: Ensure your business is always reachable, with virtual receptionists handling calls 24/7.
- Professional Service: Top-tier service for your customers at every interaction
- Operational Efficiency: Outsourced customer service to free up internal resources, letting your team focus on core activities.
Helpdesk Services
Technical glitches or customer concerns? Overwhelmed by high volumes of inquiries? Struggling with timely resolutions? No problem. Our helpdesk service operates beyond standard hours, fully managed and outsourced to us.
- Extended Support Hours: Ensure support is always available for technical glitches or customer concerns.
- Comprehensive Management: We manage all aspects from job assignments to SLA compliance, handling complexities efficiently.
- Smooth Operations: With us taking care of support, you can focus on running your business smoothly.
Crisis Management
When unexpected challenges arise, our crisis and disaster recovery services are there to back you up. Available around the clock, we’re ready to step in at a moment's notice, ensuring continuity and stability no matter the situation.
- 24/7 Availability: Ready to assist around the clock, ensuring help is on hand whenever unexpected challenges arise.
- Rapid Response: Equipped to step in at a moment's notice, minimising downtime and disruption in any crisis.
- Continuity Assurance: Provides stability and continuity for your business, no matter the situation, safeguarding your operations against potential setbacks.
Complete Outsourcing
Take the pressure off your team by outsourcing your call handling needs to us. From start to finish, we manage all aspects of your call operations, transforming your customer service into an efficient, seamless extension of your business.
- Reduced Team Pressure: Outsourcing call handling relieves your team from the daily pressures of customer interactions
- End-to-End Management: We handle every aspect of your call operations, from the initial contact to resolution.
- Enhanced Customer Service: Transforms your customer service into an efficient, seamless extension of your business.
Omni-Channel Service
Our omni-channel approach integrates all communication avenues—including chat, WhatsApp, social media, email, and AI-driven interactions—providing consistent and seamless service across all touchpoints. This holistic strategy ensures no customer interaction goes unnoticed, leveraging the power of advanced AI technologies like sentiment analysis and keyphrase analysis to enhance understanding and responsiveness.
- No Missed Interactions: Our omni-channel service ensures that every call and message is answered, eliminating missed opportunities across all platforms. Our AI's entity recognition capabilities further enhance this by filtering and prioritising interactions automatically.
- Integrated Communications: We unify all communication channels, from phone calls to digital messaging, providing a cohesive customer experience. Our AI’s speech-to-text features are integrated into this system to offer detailed transcripts that can be easily accessed and analysed, ensuring that every interaction is logged and actionable.
- Consistent Service Quality: Delivers consistent and seamless service across all touch points, enhancing customer interaction and support continuity. Our AI's sentiment analysis enriches this process by understanding customer emotions and ensuring every interaction ends on a high note, maintaining high levels of customer satisfaction.
The Evolution of Hub NI
The Belfast franchise of The Message Pad group, launched in 1996 by Rusty Adamson, evolved from a basic virtual receptionist service to a comprehensive outsourcing partner.With Rusty’s son, Paul, joining in 1999, the company expanded to offer 24/7 helpdesk services, finding a niche in affordable outsourced solutions.
By 2011, recognising its broadened service scope, it rebranded to mplContact Belfast. In 2024, we became Hub-NI, maintaining our experienced team in Holywood, Co Down, and enhancing our offerings with cutting-edge technology. We now support a full omni-channel suite, including voice, SMS, email, WhatsApp, chat, and social media, integrated seamlessly with clients' systems via APIs. Our latest innovations include AI-driven chatbots and a promise of 100% uptime, ensuring we remain leaders in customer service solutions.
Get StartedPerfect Call Solutions for
Our tailored solutions ensure that no matter your industry, your calls are in expert hands, supporting your business needs 24/7.
300 +
Clients Diverse partnerships across various industries, reflecting our ability to adapt and deliver high-quality service.500 k
Calls Handled Annually Supporting businesses around the clock with dedicated call management services.85 %
First Contact Resolution Ensuring most issues are resolved during the initial interaction, enhancing customer trust and efficiency.How It Works
In the majority of cases we can have your account up and running in a couple of days. Our Account Success Team will guide you through the setup process and help with the call scripting if required.
Initial Meeting
Initial meeting (Face-to-Face, online or via telephone) to discuss requirements, the process for the service and the quotation which will be confirmed by email.
Build Application
Once the process has been confirmed & agreed, we will build your call application based on your specific requirements tailored for your company’s needs.
Launch
Following an online demo of the process, and training of our team, we will issue you with your ‘Go Live’ date and instructions on how to divert your calls.
Join 100's of companies currently using Hub NI
Or experience our service for yourself. Call 028 9042 4828
Happy Clients
Looking after our local customers across Northern Ireland for over 35 years
Experience our service for yourself. Book a FREE Consultation
Frequently Asked Questions
If you can't find the answer to your question, feel free to contact us here: hello@hub-ni.com
The set up of the service largely depends on the complexity of what you want us to do for you. A basic service can normally be set up, with us handling the calls within a couple of days. A more complex solution might require more consultation to document the process, more time to build the call application and slightly more agent training time. Get in touch to find out how quickly we can start assisting with your calls.
The cost of the service largely depends on the amount of work we do for you. If we handle more calls, the service will cost more. What value might you put on a missed call? For a quotation, please get in touch and we will be able to give you a quote based on your specific requirements.
Every one of our clients is assigned a 02890 DDI number. When a call is diverted to a client’s specific DDI number, the call is presented to one of our experienced call handling agents along with the call application which is presented on their screen. Every client’s call application is designed, developed and agreed by our client with prompts, warnings and on-screen features to select; meaning the bespoke application makes the decisions of the call, leaving the agent to focus on the soft skills.
Our calls are handled in our contact centre in Holywood, Co Down. Our Disaster Recovery contingency plan allows our whole team to be deployed as homeworkers if necessary.
As well as basic virtual receptionist services, we provide complex helpdesk and support desk solutions. Companies can outsource this function, either entirely or just out of hours and our agents can handle calls, tele-fix where appropriate, prioritise and escalate calls to on-call personnel based on skill set/location/other factors. Our services do not just include calls; we provide a multimedia suite handling emails, faxes, SMS messages, social media contact also. We provide order lines and sales lines on a 24/7 basis as many of our clients understand the importance of maximising every sales opportunity whenever it suits their customers. Lone working helpdesk solutions are provided to many of our clients ensuring their staff are always safe when working on their own.
No, one month’s notice is all that is required and you can remove your call divert at any time. There really is no reason not to trial the service for a month to see how it can help your business.
Hub NI Careers
As we continue to grow, we’re always looking for talented individuals to join our team and help us provide the best service to our clients.
Explore Open Positions