An operation that ended up building its own software

Pulsed Calls exists because of a very ordinary problem: businesses lose customers on calls they never manage to answer. Not because they do not care — because whoever should answer is busy serving someone else, or because it is nine at night, or because the caller speaks a language nobody in the office speaks.

First the people

We put together bilingual teams and trained them per account, not per script handed down from head office. Every client has agents who know their product, their tone and their escalation rules. That is what makes the difference between someone taking a message and someone actually solving the problem.

Then the technology

Running a call centre well means knowing who is connected, which calls came in, how they were answered, how long each person worked and what to pay them. We tried to do it with the tools on the market and ended up with half the information in spreadsheets. So we built the platform: real-time monitoring, tickets, attendance, payroll and call quality, all in one place.

That platform is the one running our operation today. It is also the one we make available to companies with their own team who are tired of stitching together four systems that do not talk to each other.

Where we come from

Transport and logistics was our first school: dispatch never stops, and a load stranded at three in the morning does not wait for office hours. That demand set the bar for everything we do now, including the accounts in healthcare, financial services and any business that lives off its phone.