From first call to
live cover clearly.
No mysteries, no black-box onboarding. Here’s exactly how we work what happens at every stage, what we need from you, and what you should expect from us. Operators who understand the process make better partners.
Phase One
Discovery Call
This is a structured conversation not a sales pitch. We want to understand your operation well enough to know whether we’re the right fit, and whether the cover you need is something we can deliver properly. We ask specific questions, you get honest answers about what’s realistic.
What we cover
What you get
Duration
Format
Phone or video call. Your preference. We work around your schedule including evenings if needed.
Phase Two
System Briefing & Onboarding
Before we handle a single call or booking, we learn your operation thoroughly. You grant us access to your dispatch platform and we spend time inside it reviewing your booking flow, driver pool, pricing zones, account customers, and any business rules specific to your setup. We don’t make assumptions.
Platform access
You provide login credentials and we work directly inside your system no disruption to your existing setup.
Handover
We learn your driver base, account customers, special instructions, and any caller priority rules.
Script matching
We agree on your greeting, tone, and how specific queries should be handled before we go live.
Timeline
Briefing typically takes 1–2 days. We move at your pace not ours but most operators prefer to get started quickly.
Phase Three
Trial Period
Before you commit to regular cover, we run a short paid trial — typically one to three shifts. This lets you assess the quality of our call handling, dispatch accuracy, and communication standards against a real workload. You’ll know exactly what you’re getting before signing up to anything ongoing.
Trial structure
One to three trial shifts of your choosing ideally your busiest slot, so you can assess us under real conditions.
What we measure
Call answer rate, booking accuracy, dispatch response times, and how escalations are handled.
Your feedback
After each shift, we debrief and address any issues directly. Adjustments are made before the next shift.
Pricing
Trial shifts are charged at the agreed rate no inflated trial fee. If you decide not to proceed, there’s no penalty.
Phase Four
Live Cover & Ongoing Operations
Once you’re satisfied with the trial, regular cover begins on your agreed schedule. We operate as a seamless extension of your team calls answered, bookings dispatched, and your operation running smoothly without your constant presence. You stay in control while we handle the load.
Scheduling
Cover agreed in advance weekly rota, fixed shifts, or on-demand for unexpected gaps, with at least 48 hours’ notice where possible.
Communication
Direct contact throughout every shift issues flagged in real time, not in a next-day summary. Escalations reach you immediately.
Reporting
Shift handover notes and booking logs provided after every session what was handled, what was flagged, and any issues that arose.
Scaling
As your operation grows or changes, cover adjusts with it. Add shifts, reduce hours, or bring in additional support without renegotiating from scratch.
What you can hold us to
These aren’t marketing promises they’re the baseline standards we operate to on every shift, with every operator.
Calls Answered Promptly
We answer every call within three rings. Volume spikes managed no unanswered calls, no lost bookings.
Booking Accuracy
Every booking entered accurately name, address, time, and passenger notes. We flag ambiguities rather than guess.
Your Brand, Not Ours
Calls answered in your company name, consistent tone, every time. To your passengers, we are your team.
Real-Time Escalation
Anything outside agreed scope gets escalated to you directly and immediately no unilateral decisions.
Our Commitments to You
What we stand behind
No lock-in contracts
We work on agreed arrangements, not long-term contracts designed to trap you. If the relationship isn't working, we separate cleanly and professionally.
Transparent pricing
What you agree is what you pay. No add-ons, no surcharges, no bill surprises at end of month. Pricing is confirmed in writing before the first shift.
Data confidentiality
Your customer data, driver details, and booking history are never shared, sold, or accessed outside of the cover we're providing. Confidentiality agreement signed before onboarding.
Industry-specific expertise
We don't apply generic call centre logic to UK taxi operations. We understand the differences between pre-books, ASAP work, account jobs, and how private hire licensing affects what we can and can't say on your behalf.
How quickly can you start covering our shifts?
Most operators go live within 3–5 working days from first contact including the discovery call, system briefing, and trial shift. If you have an urgent requirement, get in touch and we’ll be honest about whether we can meet your timeframe.
Do you work with our existing dispatch software?
Will my passengers know calls are outsourced?
No. Calls are answered in your company’s trading name, using the tone and script we agree with you during onboarding. We never reference Vortex & Co. to your passengers. To them, we’re your own team.
What hours can you cover?
We can cover overnight shifts, weekends, bank holidays, and full-time arrangements. Coverage is built around your actual rota we don’t force a fixed schedule on you. What hours you need is something we agree specifically during the discovery call.
Is there a minimum contract or commitment period?
No lock-in contracts. We work on agreed arrangements that either party can exit with reasonable notice. The goal is to earn ongoing work through quality not hold you to terms. Pricing and notice periods are confirmed in writing before the first shift.
How do you handle situations outside your agreed scope?
We contact you directly and in real time. We don’t make unilateral decisions on things outside our agreed brief driver incidents, licensing queries, unusual account requests we flag these immediately so you retain control of the decision. This is agreed explicitly during onboarding.