Restoration Answering Service | 24/7 Water & Fire Loss Intake
Restoration Contractors
One loss produces four phone calls in the same ten minutes. The carrier's dispatch desk calls with an assignment, a third-party administrator pushes the same claim through its own program, the plumber standing in the crawlspace who just stopped the leak calls the contractor he likes, and the homeowner calls whoever their neighbor recommended. Every one of those callers is trying to hand the job to somebody, and the firm that reaches a live human first is the firm that scopes it.
Global Empire Corporation staffs restoration intake around the clock — recognizing which of those four callers is on the line, capturing first notice of loss properly, accepting or declining program assignments against the availability rule you set, and paging your on-call crew chief with a job that is already documented rather than a voicemail somebody will find at seven.
- Carrier, TPA, referral partner and homeowner calls about the same loss recognized as one job, not four separate ones
- Program contact and acceptance clocks answered live, so a scorecard is not damaged by an unanswered line
- Crew and equipment availability confirmed before an assignment is accepted on your behalf
- Catastrophe surge absorbed, so a regional freeze event does not route your entire market to an office machine
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Mitigation Gets Assigned in the First Hour, by Whoever Answered It
There is no second-place finish in first notice of loss. A homeowner with an inch of water on the floor is not evaluating credentials, and an adjuster or program coordinator working a queue of assignments moves to the next vendor the moment a line rings out. Nothing about your certifications, your equipment inventory or your carrier relationships is visible to any of them at that moment — only whether somebody picked up.
The delay also costs you inside the job you eventually win. Water migrates, categories and classes change as time passes, and materials that could have been dried in place stop being dryable and start being demolition. The scope you submit after a slow start is a larger scope with a weaker justification, which is exactly the file an adjuster pushes back on. Every hour between the loss and the first air mover is an hour you will be asked to defend in writing.
For water, fire, mold and reconstruction contractors
What Our Agents Actually Do on a Loss Call
Identify the Caller Type First
Carrier dispatch, third-party administrator, referral partner or direct homeowner — the whole rest of the call depends on which one it is. A TPA coordinator needs an acceptance decision and a reference number read back. A homeowner needs someone to tell them what to do in the next ten minutes. Treating those two calls the same way is how firms lose one of them.
Program Assignment Acceptance
Claim and assignment numbers, carrier or administrator, policyholder contact, loss type and date of loss, and the reference the program will grade you on. Agents accept or decline against a real availability rule you define, because accepting an assignment you cannot staff and missing the on-site window damages the program relationship more than declining it would have.
Loss Triage and Scope Signals
Water, fire, smoke or suspected mold; whether the source is stopped; how many floors and rooms are affected; what the water came from, in the caller's own words; whether the structure has power; and whether it is occupied and habitable tonight. That is what tells your crew chief whether this is a two-air-mover job or a truck and a trailer.
Safety Scripting That Does Not Overreach
Nobody re-enters a fire structure until the fire department releases it. Nobody wades through standing water near panels or appliances. Occupants leave the affected area on a suspected sewage loss. Agents deliver those instructions and stop there — they do not assess habitability, they do not opine on health effects, and they never characterize a discoloration as mold.
Referral Partner Intake
The plumber who wants a crew on site now and the property manager with twelve affected units are your pipeline, not a message. Agents take the site contact, access arrangement and unit list, and get your on-call producer on the phone with them rather than promising a callback — because the referring trade will call the next restorer on their list before the morning.
Crew Dispatch and Confirmation
Page the on-call crew chief on your rotation, confirm an ETA back to the caller and to the program, and log the assignment against the job so the morning production meeting is reading a record instead of reconstructing the night from three voicemails and a group text.
Restoration Software Is Fragmented, So the Handoff Has to Be Deliberate
This trade does not have a single system the way plumbing and HVAC largely do. A typical firm runs job management in DASH from Next Gear Solutions or in Albi, documents the field in Encircle or CompanyCam, estimates in Xactimate, and receives a meaningful share of its assignments through carrier and TPA portals that belong to somebody else entirely. There is no one place a new loss naturally lands, which is exactly why intake so often ends up as an email nobody owns.
So we build the handoff around whichever system is genuinely your production board, and we are explicit about where the desk stops. Agents open the job and capture the inputs a scope will later be built from; they do not write estimates and they do not touch Xactimate. Where assignments arrive by portal notification and email rather than by phone, a shared intake inbox can be watched alongside the line so a program assignment does not sit unread overnight.
- New losses opened directly in your job management system — DASH, Albi, or whatever your production board actually runs on
- Clean handoff into Encircle or CompanyCam once a crew is assigned, so field documentation starts on the right job
- A shared intake inbox monitored alongside the phone line, since carrier and TPA assignments do not all arrive as calls
- Estimating stays with your estimators — we capture scope inputs, we do not produce Xactimate output
Related services
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Frequently asked questions
Why not just forward the after-hours line to the on-call crew chief?
Because the crew chief is the wrong person to answer a TPA coordinator, and the phone is the wrong tool for it. They are frequently already on a loss, on a ladder or asleep, and when they do answer they are taking the assignment detail on a phone in a wet basement with nowhere to write it. You also get no visibility: no record of how many assignments came in, how many were accepted, how fast, or how many rang out. A staffed desk captures the assignment properly and wakes the crew chief only once there is a job to go to.
Can your agents accept a carrier or TPA assignment on our behalf?
Yes, and doing it well is the main reason firms in this trade buy the service — but only inside a rule with a genuine availability check in it. We agree what you will take by loss type, size, distance and time of night, what your current crew and equipment position has to be for a yes, and who is called before a borderline one is accepted. Blanket acceptance is worse than a declined assignment: missing an on-site window after saying yes is what damages a program scorecard, and program clocks are measured in minutes rather than hours.
How do you handle a catastrophe event?
With a playbook written before the weather arrives. A regional freeze or a storm band takes a firm from a handful of calls a day to hundreds in an hour, and no normal staffing plan survives that. We agree in advance what triggers surge coverage, the triage order when you cannot take everything — commercial contracts, program obligations, existing customers, referral partners, cold inbound — and what agents say to the calls you are declining. Telling a caller quickly and clearly that you cannot get to them is a better outcome than an accepted job nobody shows up to.
Will your agents ever tell a caller they have mold or that a property is unsafe?
Never. Agents describe what the caller reported, in the caller's words, and record it — they do not characterize a discoloration as mold, do not comment on health effects, and do not assess habitability. Those are judgments for your certified technicians and, where applicable, an industrial hygienist. The IICRC standards your work is graded against, including S500 for water damage, are consensus industry standards rather than regulation, and carrier and program requirements are contractual. Confirm your current obligations under both with your own counsel.
What gets captured on a first notice of loss call?
Enough that your crew chief can load a truck from it. Property address and access, the caller and their relationship to the property, carrier and claim or assignment number where one exists, date and time of loss, loss type, source and whether it has been stopped, affected floors and rooms, approximate affected area, whether the structure has power, whether occupants are still in it, and whether any other trade is already on site. We agree the field list with you and agents work it as a form rather than freehand notes.
Do you work with our referral partners as well as inbound homeowners?
Yes, and they get their own path. A plumber, property manager, agent or adjuster who calls you is not a lead to be logged — they are a relationship that will call the next restorer on their list if they hit a machine. Those callers are identified on the greeting, their site and access detail is captured, and your on-call producer is connected or paged immediately rather than promised a callback in the morning. The partner list is something we hold and keep current with you.
Can you cover daytime overflow as well as nights and weekends?
Yes, and firms are often surprised by which one leaks more. Overnight you miss a small number of high-value losses. During the day, in the middle of a busy production week, program assignments and referral calls ring out because coordinators are on other lines and the office is short — and those are the calls your program scorecard is watching. Overflow can pick up after a set number of rings or when your line is engaged, so your own team keeps first answer and nothing falls to voicemail behind them.
What does a restoration answering service cost?
It depends on the program you need rather than a rate card. The drivers are call and assignment volume, how much of it lands outside business hours, whether agents are authorized to accept program assignments or only to capture and page, how many carrier and TPA programs have their own field requirements, whether an intake inbox is monitored alongside the line, catastrophe surge provisions, and how deep the system access goes. We scope those against your actual assignment flow and quote per program.
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.