About Ticewi

How Ticewi Started

Ticewi was set up in 2018 on Bristol Road in Birmingham, after its founders had spent several years running in-house support desks for local retailers and noticing the same problem repeatedly: small businesses needed reliable phone and chat coverage but could not justify hiring a full internal team for it. The idea was to offer that coverage as a service, billed by call volume or by contract, rather than by headcount.

Eight years on, the company still operates from the same Bristol Road address, now with a team of four handling calls, live chat and back-office contact work for clients spread across eight districts in and around Birmingham. The company has worked with 256 clients in total and completed 391 separate jobs, ranging from short seasonal cover to long-running support contracts.

Mission and Approach

The mission is straightforward: answer calls and messages the way the client's own staff would, without the client having to hire, train or manage extra people. That means agents are briefed on each client's products, tone and common questions before taking a single call, and scripts are reviewed every time a client's offer changes.

Vision-wise, the plan is not to grow into a large anonymous centre. With a team of four, Ticewi keeps client accounts assigned to specific people rather than rotating through a big pool of agents, so callers tend to speak with someone who already knows the account. The typical reply time to a new enquiry is around 3 hours, which is realistic given the team size and is treated as a working target rather than a promise.

Core Values

Clarity in scripts

Every call script is written in plain language and reviewed with the client before use, so agents never guess at answers on the phone.

Small, fixed teams

Clients are matched to the same one or two agents wherever possible, instead of being passed between whoever is free.

Honest reporting

Call logs and outcomes are shared as recorded, without rounding numbers up to look better on a monthly summary.

Experience Behind the Desk

Since opening in 2018, the team has taken on seven distinct service types, from inbound customer support to appointment scheduling and order-line cover, and has adjusted that list as client needs shifted. Of the 256 clients served, 82 have returned for a second job, which the team reads as a sign that the account-based approach holds up over time rather than only during a single busy period.

Work is not limited to peak seasons. Ticewi covers everyday call overflow, temporary staff absences, and dedicated project lines for campaigns run by clients across Birmingham's eight served districts. The office on Bristol Road stays open Monday to Friday, 08:00 to 17:30, which is when most call volume from local businesses actually happens; the centre does not operate weekends.

The Team

Daniel

Founder & Client Accounts

Handles new client onboarding and reviews call scripts before they go live.

Priya

Senior Call Agent

Takes inbound support calls and manages the longer-running client contracts.

Marcus

Call Agent & Scheduling

Covers appointment booking lines and order-status enquiries for retail clients.

Sophie

Reporting & Coordination

Compiles weekly call logs and coordinates handover between agents and clients.

Questions About Ticewi

Is Ticewi based only in Birmingham?

Yes, the office is on Bristol Road in Birmingham, and the team currently serves eight districts in and around the city.

How large is the team behind the calls?

Four people work across all client accounts. Calls are assigned to the same agents where possible rather than spread across a large rotating pool.

How quickly does someone respond to a new enquiry?

The typical reply time is around 3 hours during business hours, Monday to Friday, 08:00 to 17:30.

Do you take on short, one-off jobs or only long contracts?

Both. Of the 391 jobs completed since 2018, some were short seasonal cover and others ran for months; 82 clients have come back for a second project.