Construction & Contracting
Construction BPO Services | Dispatch, Warranty, Back Office
A commercial contractor's phone is answered by whoever is nearest to it, which is usually a project coordinator who is now not coordinating a project. The calls themselves are rarely simple: a subcontractor who cannot get site access, a supplier confirming a delivery window that has moved, an inspector, a homeowner in a warranty period, and somewhere in there the estimator's request for information that decides whether a bid goes out on time.
Global Empire Corporation supports general contractors, specialty trades at enterprise scale and homebuilders across dispatch coordination, warranty and punch-list intake, and construction back office — so the people running jobs are not the people taking messages about them.
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- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Every Call Answered on Site Is a Project Manager Not Managing
Construction does not lose money on the phone in the way a retailer does. It loses hours — a project manager pulled off a schedule to confirm a delivery, a superintendent taking a warranty call from a homeowner two jobs ago, an estimator interrupted during the only quiet stretch they had to price a bid. None of it shows up as a missed call metric, and all of it comes out of the schedule.
The homebuilder version is more visible. A warranty period generates months of contact from people who have just made the largest purchase of their lives and expect the same responsiveness they received while buying. Handled by whoever is free, warranty calls get inconsistent answers, no record, and eventually the review that the sales office then has to work against.
- Subcontractor, supplier and inspection calls handled without pulling a project manager off the schedule
- Warranty and punch-list items captured as records rather than as texts to a superintendent
- After-hours emergency calls triaged against your rules on live commercial sites
- Bid and prequalification inquiries routed to estimating with the detail they need to respond
For general contractors, enterprise trades and homebuilders
Construction Support Services We Deliver
Dispatch & Scheduling Coordination
Crew and service scheduling, site access windows and change notifications communicated to the people who need them.
Subcontractor Coordination
Access, timing, delivery and site-condition calls handled so a project manager is interrupted only by decisions.
Warranty & Punch-List Intake
Homeowner and client warranty items captured with address, lot, trade and description, routed to the right trade.
After-Hours Emergency Response
Site incidents, water and utility strikes, security and weather events triaged to your escalation rules overnight.
Bid & Prequalification Enquiries
Invitations to bid, prequalification requests and document questions routed to estimating rather than lost in a shared inbox.
Supplier & Delivery Coordination
Delivery windows, shortages and substitution notifications relayed with the job and phase attached.
Service Department Support
Ongoing service and maintenance contracts, which run on a different rhythm from project work.
Construction Back Office
Document control support, compliance document chasing, and administrative overflow around billing cycles.
How a Construction Program Gets Built
The escalation rules come first, because a live site at midnight is a different problem from a warranty call on a Tuesday.
Define the site emergency
Agree what genuinely wakes a superintendent — water, structural, utility strike, injury, security — and what waits until morning. Undefined, everything escalates and the value disappears.
Structure warranty intake
Agree the data set: address or lot, phase, trade, description, access arrangements. Incomplete intake means a second call before anyone is dispatched.
Map jobs and roles
Agents route by job, phase and trade, so a subcontractor reaches the coordinator who owns that scope rather than the main line.
Protect estimating
Bid inquiries follow their own path with the documents and deadline captured, because an invitation lost in a shared inbox is a bid not submitted.
Set seasonal coverage
Weather, warranty waves after closings, and end-of-quarter billing all move volume. Coverage follows them.
Related services
Build a complete support program
Frequently asked questions
Can agents actually help subcontractors, or only take messages?
They resolve the routine majority, which is the point. Site address and gate, access hours, who to report to, whether a delivery window has moved, which coordinator owns a scope — all of that comes from your job records and does not need a project manager. What escalates is anything that changes scope, schedule or money, because those are decisions and decisions belong to your staff. The measure is how many calls a coordinator no longer has to take, not how many messages were logged.
How do you handle warranty calls from homeowners?
As records, with a consistent tone, which is the opposite of how they usually get handled. Agents capture the address or lot, the phase and trade, a factual description and the access arrangements, then route to whoever owns warranty for that community. They do not judge whether something is covered — a homeowner told on the phone that a crack is normal, wrongly, has been given an answer your warranty manager then has to retract, which is worse than the original defect.
What counts as an after-hours emergency on a live site?
Whatever you decide, and the list should be short and specific. Water intrusion, a structural or crane issue, a utility strike, an injury, a security breach and a weather event that threatens work in place are the usual set. Everything else is captured and delivered in the morning. The reason to be strict is that a superintendent whose phone rings at two for a supplier question stops trusting the desk, and then genuinely urgent calls get ignored too.
Can you support prequalification and bid inquiries?
Yes, and it is one of the more valuable pieces because the cost of missing one is a whole bid. Agents capture the project, the issuing party, the deadline, which documents are being requested and how they should be returned, then route to estimating with all of it attached. They do not confirm whether you are bidding, discuss pricing or commit to a deadline — that is estimating's call and it depends on capacity they can see and an agent cannot.
Our project managers each work differently.
That is normal on construction programs and it is handled by configuration rather than by asking anyone to change. Routing, escalation preference and contact method are set per project manager and per job, so the desk reflects how each of them actually works. The alternative — a single house style — produces a desk that is subtly wrong for most of your team, and a team that routes around it within a month.
Do you work in our project management system?
Where you want the desk inside it, yes, and that is where the value compounds: a warranty item or site call logged against the job in the system your team already lives in is a record everyone can see, while an emailed message is one more thing to transcribe. Agents read job, contact and schedule information and log calls and requests against the job. What stays with your staff is anything that changes a schedule, a scope or a commitment.
We are a specialty trade, not a general contractor.
The program is the same shape but weighted differently. Enterprise trades tend to have more service and warranty volume, more scheduling contact with several general contractors at once, and a heavier dispatch load. The escalation rules and routing are built around that rather than around a general contractor's project structure. The common ground is the same: field and coordination staff should not be the people answering the phone.
What does construction support cost?
It follows the program: call volume across projects, whether after-hours emergency triage is in scope, how many jobs and project managers need their own routing, whether warranty intake is included and at what depth, whether agents work inside your project management system, and any back-office scope. After-hours emergency coverage carries the highest requirement because it involves judgment about live sites, and it is generally the piece that justifies the program. We quote per contractor.
TESTIMONIALS
Our trusted clients
Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
Global Empire has provided essential call center services for over a decade, responding to medical and non-medical emergencies with accuracy and professionalism. Their commitment to quality and continuous learning is clearly reflected in the service they deliver.
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.
I wasn’t using all the options Global Empire offered until one of their representatives noticed and reached out. Based on their recommendations, we made several changes that saved money and improved response time. Customers now comment on how efficiently our business runs.
We believe excellent customer service provides the sharpest competitive edge. Global Empire shares that same vision and works closely with us to deliver the best possible service quality. Their partnership supports our ongoing commitment to excellence.
The main reason we work with Global Empire is the ‘red carpet’ treatment. They have the best group of agents I’ve worked with in over 20 years, and they consistently maintain high standards for compliance and customer interactions. They lead by example.
Efficient, professional service with a personal touch. It’s rare to find a provider that consistently delivers both quality and responsiveness at this level.
Over the years I’ve been impressed with the professionally trained staff at Global Empire. Our customers are often anxious or angry, and their team consistently puts them at ease. In two decades, we have never had a customer complaint — which says everything.
As we expanded from Europe into North America, we knew customer service and technical support would be critical to success. We were impressed to learn Global Empire was handling support for a market leader. After working with them, it’s clear why — their service sets the standard.
One of our members struggled with registration and called our toll-free number. The Global Empire agent remained calm, extremely helpful, and professional throughout a long troubleshooting process. Because of that call, the customer remained loyal — and that is a huge asset.
Global Empire is over-delivering on SPH and sales targets. Their performance has helped us reduce acquisition costs significantly, and they have proven to be the missing link in our growth strategy.
I can’t believe we didn’t use Global Empire sooner. Since joining, our order accuracy improved, wait time is virtually gone, and customers receive their orders correctly and on time. This partnership has had a major impact on our national pizza business.
Because of their experience in the energy industry, Global Empire has become a valued marketing partner. Their call center solutions help us acquire customers, retain them, and provide quality service after the sale — 24 hours a day.
Our business relationship with Global Empire has been long and very satisfying. Their employees deserve full credit for the professionalism and consistency they bring to every interaction. I know firsthand how stressful frontline work can be, and their team delivers every time.
Global Empire has been an integral part of our business for years. Our customers expect to speak with someone who can assist immediately, and their team consistently delivers. They maintain professionalism, empathy, and flexibility, making it easy to work together.
With so much outsourcing in the answering services space, it was a relief to find a provider that is truly efficient. The pricing is excellent, onboarding was smooth, and our clients were far happier speaking to a live operator instead of voicemail.
We have partnered with Global Empire for over 15 years and they remain a crucial part of our 24/7 operations. They support multiple sites across states, and we couldn’t be happier with their service, reliability, and long-term consistency.
Field and site operations
Related industry programs
Neighbouring sectors that buy the same capability for a different operation.