EMERGENCY RESPONSE AND ESCALATION
Emergency response call handlers play an important role for many government and private organisations, including local ambulance services, the police, and healthcare providers, because they are the first point of contact for the public in an emergency and are therefore responsible for prioritising every call they receive.
Whatever the sector and the size of your organisation, you can always be confident that our specially trained team will ensure that those important phone calls which require escalation are passed on quickly and professionally to your own on-call personnel.
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As a business that provides an emergency call out service, outsourced 24 hour call handling is a must! The benefits the business will experience by having round the clock accessibility are many and vital to successful customer relationship management.
Providing a service whereby customers can speak to someone directly in out of hours periods will see your customer relationship improve and the reputation of your brand thrive. Optimised resource management will see you make significant cost savings, improve work-life balance, engagement and performance of your staff, and allow your in-house experts to focus on what they are best at. Direct costs such as unsocial hours pay and call-out fees are greatly reduced as you may discover there is less of a requirement for multiple on-call staff required, and call handlers will often be able to advise on and conclude queries without a professional having to make a visit, or by scheduling call-outs for in-hours periods. Outsourced call handlers will be highly trained in customer service skills to showcase your business, as well as in industry specifics to enable them to manage and prioritise incoming requests.
24 Hour call handling can be useful to companies who require an out of hours emergency response service, and can be used in conjunction with other call handling services to ensure that customers return time and time again!
The benefits of having 24 hour emergency response call handling:
- Increased excellent reputation
- Better customer relationship management
- Flexibility for the business
- Flexibility of the call handling package
- Improved work-life balance for employees
- Improved employee engagement
Having 24 hour emergency response call handlers pick up your business’s out of hours calls means that you can alleviate the costs of expensive expert labour in unsocial hours. Having a highly-skilled engineer on call on an increased unsocial hours pay rate answer simple queries such as those regarding opening hours, appointment booking and mundane technical questions is simply not a good use of your business’s money. The call handling service offered by Net Call Solutions is offered at an industry competitive rate and can be tailored to suit the needs of your business. For example, should the business need support only in the out of hours period a stripped back package can be agreed so you only get the service the business requires.
The nature of our fast-paced 21st century lifestyle means that clients want immediate connectivity and response. They won’t wait for you to get back to an email or voicemail. They will find someone who will answer their call at 2am – namely, your biggest competitor. Having a 24 hour call handling service means that no call is missed. The customer feels that they have been acknowledged, listened to and that a plan of action is in place, even if this does not involve an immediate call-out. The customer has not had to search for an answer and it has been of little effort to them to have their problem concluded. This customer will continue to use your services as they know the business is responsive, reliable, convenient, and easy-to-use. They will make recommendations of your services within their network and your customer base will thrive – all by providing an affordable and simple outsourcing call handling solution.
Call handlers specialise in customer service and can provide a professional service leaving your own staff to concentrate on their area of expertise. Call handlers can be trained in industry specifics as outlined by you so that the customer consistently gets the answers they are looking for, and continue to return time and time again. They may also be helpful in securing sales opportunities by providing accurate information about the services of your business and encouraging trial periods or samples.
Flexibility for the Business
A 24 Hour call handling service can bring a degree of flexibility to the operation of your business. While the customer feels satisfied that their query has been engaged with and a solution is in progress, the call handler can cleverly manipulate the assignment of a task to a time that suits the business. The call handler can follow a pre-set algorithm or be trained in industry specifics to: effectively prioritise queries, appointments and call-outs; to successfully identify emergency situations that require immediate action; to decide who is best to respond and when; to use diary management to make bookings or appointments for those tasks that can be done in the in hours period. For example, a pub might phone about a drinks refrigerator breakdown at midnight. While this may be an appropriate time for them to call due to their peak hours, it may be something that can be addressed the following day in hours. The call handler will assess the query as a non-emergency and make an appointment for an engineer to make a visit the following day during social hours. On the other hand, should the pub be making a call regarding a food refrigerator breakdown at midnight the call handler will be able to ascertain an emergency situation and arrange for an engineer to make an immediate emergency out of hours visit to avoid refrigerated food becoming unusable.
Flexibility of Call Handling Packages
Packages can be tailored to meet the exact needs of the business, should this be emergency cover only in the out of hours period, or in conjunction with other services such as overflow cover to alleviate pressure from in-house staff during busy periods or service disruption including message taking, media response service, for example, following the launch of a new advertising campaign, and short-term temporary cover during periods of high staff absence. Packages can be adjusted, cancelled or suspended at short notice during periods where service requirements change, and re-instated when the business needs it most.
Employee Wellbeing and Performance
It’s no secret that a satisfied, happy and engaged workforce equals higher quality output. By alleviating menial tasks, such as answering basic queries in the out of hours period, employees can enjoy less disruption to their personal life and thus a better work-life balance. While out of hours call outs may be unavoidable all together, having out of hours call handlers on hand to deal with basic queries means that those actually on a visit are not distracted with other calls, are able to focus on the job in hand, allowing for better quality work and more customer focus.
Who can benefit from 24 hour call handling?
24 hour call handling will be useful to any small, medium or large organisation that has the need to be available to the customer 24 hours a day, 7 days a week, including public holidays, evenings and weekends. Emergencies can occur at any time of the day, any day of the week, any time of the year and by having out of hours availability the business is letting the customer know they are in safe hands whenever it suits them. Some examples of industries that would benefit from 24 hour call handling include:
- Any business that may experience unplanned engineering works, such as lift engineers, refrigeration/heating engineers, transport engineers, etc.
- Businesses that can operate remotely, for example, taxi companies, hotels/accommodation without an on-site receptionist
- Letting agents/home maintenance
This list is not exhaustive and any business interested in improving their customer relationship should contact Netcall Solutions to discuss how 24 call handling can benefit your business specifically.
24 hour call handling is also ideal for companies with a service level agreement with their client that states they must respond to emergencies within a set period of time.
What else can Net Call Solutions offer aside from 24 hour call handling?
Aside from the aforementioned emergency response and escalation service, the following services are also offered:
- Overflow Call Handling Service – e.g. to assist during busy periods
- Temporary Cover for Call Handling – e.g. to assist during periods of service disruption
- Media Response service – e.g. to assist during periods where the volume of calls from media outlets may increase. A generic party response can be relayed for consistency and to uphold reputation.
- Access to an Online Management Dashboard – to easily monitor the management of calls and responses
- A selection of contact number type to choose from – e.g. Virtual Office telephone service, Freephone numbers, geographic numbers, etc.
- Number/call routing – controlled through the online management dashboard