Emergency calls come into more than just emergency response call centers and businesses in any industry can have customers calling in with urgent needs or distress which need to be handled correctly for the health and safety of everyone involved. This means that you should work with a call handling company with experience in this area or train your employees on dealing with emergencies over the phone.
Outsource Calls To Professionals
One of the best ways to handle your emergency and non-emergency calls is to find a call center offering emergency call handling New Milford CT services. These agencies will have the training necessary to properly handle different emergencies as well as the ability to answer calls around the clock. It is difficult to have a staff member monitor the phones at all times and relying on clients calling only during office hours means that emergency calls may be made to those less equipped at handling the situation.
Remain Calm and Empathetic
If you take an emergency call, the most important things you can remember are to remain calm and empathetic when speaking with the caller. This can help diffuse some situations but is most valuable in gathering the information needed to help him or her effectively.
Take Notes and Determine Needed Action
It is important to take down the information given to you by the caller such as the type of emergency he or she is facing, who is involved and where the caller is. You should also ask about the immediate safety of those involved, who is close by and can help and whether authorities need immediate contact.
Knowing what to do if an emergency call comes into your business is important, even if you think your company will never have to deal with one. When you look for a call center to partner with, research what experience each one has with emergency calls and ask about their procedures for handling them. If you answer an emergency call, it is important to remain calm and empathetic while you take notes and determine a course of action.