INBOUND HELPLINE SERVICE

Your customers get answers. Every time. From real Australians.

When your customers need help with a product, a letter, a form, or just reassurance, Imperatif’s Brisbane-based team answers in your brand’s name, with the knowledge to resolve it on the first call.

100%

Australia Based Agents

Since 2013

Trusted by Australian businesses

1300/1800

Numbers supplied & managed

Brisbane HQ

Local team, local knowledge

WHY A HELPLINE MATTERS

Your customers judge you by what happens when something goes wrong

A missed call, a confusing letter, or a product that won’t work — these moments define whether a customer stays or leaves. An accessible, well-run helpline isn’t just support infrastructure; it’s one of the clearest signals you can send that your business takes its customers seriously.

Imperatif’s helpline agents are trained on your products, armed with your FAQs and knowledge base, and briefed on your brand voice, so every call feels like an extension of your own team, not an outsourced call centre.

Sensitive sectors handled with care

In industries like medical, financial, and government services, callers can quickly become distressed. Our agents are specifically trained to respond with calm, tact, and a focus on resolution, not just call closure.

Everything set up. Nothing to worry about.

1300 / 1800 number supplied

We provision a non-geographic number, route it to our Brisbane centre and answer in your name ready to publish on day one.

Product & brand training

Agents are trained on your products, FAQs, and knowledge base before taking a single call so answers are accurate from the start.

Call logging & recording

Every call is logged and recorded. Callers receive a reference number. You get full visibility and an audit trail.

Fast, simple setup

Imperatif's helplines are straightforward to launch from briefing through to live calls in a short timeframe, without complex IT integrations.

Distressed caller protocols

Agents are trained to handle emotional or anxious callers with sensitivity particularly important in health, financial, and government contexts.

Client feedback & reporting

Regular reporting on call volumes, resolution rates, and common query themes to help you improve your products and communications.

CAMPAIGN SPOTLIGHT: OPAN

Supporting Australia's Older
Population with Compassion

Impératif partners with the Older Persons Advocacy Network (OPAN) to deliver a national advocacy and COVID-19 support line, ensuring no senior is left unheard.

The Challenge

OPAN needed a highly sensitive, Australian-based team to handle complex inquiries regarding aged care rights, elder abuse, and COVID-19 health directives. The callers are often distressed, elderly or family members in crisis.

The Solution

We deployed a dedicated team of "Advocacy Support Officers" in our Brisbane HQ, trained extensively in elder care empathy, trauma-informed response, and government health protocols.

4000 Calls Per Week

94% First Call Resolution

91% Answered In 20secs

2% Abandonment Rate

WHO WE SUPPORT

Helplines across every industry

Whether you’re managing a consumer product launch, a government program, or ongoing support, our service adapts to your context.

Medical & Health

Consumer Electronics

Retail & E-commerce

Financial Services

Insurance

Legal & Compliance

Government & NFP

Utilities

NDIS & Aged Care

Felton Industries has engaged the services of Imperatif over a number of years now, always finding Chris, Paul and their team highly professional and market leaders in their field. Great work team Imperatif!

We partnered with Imperatif a few years ago and I am thrilled with the level of customer service, reporting and responsiveness of the team. Chris and Paul are always on hand to provide management support at the drop of a hat

Great team and excellent service! We have worked with Chris, Paul and the team at Imperatif for many years and we are always impressed by the results, knowledge and professionalism. Highly recommend.

Up and running without the complexity

Our seamless process ensures you’re live in days, not months.

01

Brief & train

We understand your product, tone, and protocols. Agents are trained before any calls begin

02

Provision & publish

We supply your 1300/1800 number. Calls route directly to our Brisbane team.

03

Handle & log

Enquiries are managed with care and recorded. Urgent issues are escalated per protocol.

04

Report & improve

You receive regular call reports and can update training materials as your products or communications evolve.

Talk to us about your helpline

Tell us a little about your needs and our Brisbane team will get back to you with a tailored quote, usually within one business day.

1300 868 567

[email protected]

1/368 Earnshaw Rd, Banyo, QLD, 4014

NATIONAL RECOGNITION

As Seen On
Channel 9 News

Impératif’s unique approach to B2B growth and local employment featured on national television.

Get an inside look at how Imperatif’s locally based team delivers professional, results-driven conversations that build trust, generate qualified opportunities and strengthen customer relationships.

Imperatif demonstrates the power of keeping conversations in Australia