Customer Service Communication in Crisis Moments
Prospects and customers expect you to provide complete information from the initial call to the final invoice. Thus, clear and timely communication can quickly build trust among those seeking your services. However, managing customer communication on your own can be daunting when calls for urgent job requests come one after the other. The easiest and most effective way to manage this is to enlist the services of a team of professional focused on processing your calls and feeding you the information in an organized manner. if you run a small business and answering customer service calls is pulling you away from your core tasks.
Recruiting and training the right person for the job takes time, effort, and resources because you must set up a dedicated workstation for the position. Moreover, your hired personnel can only work a set number of hours daily. Outsourcing phone answering services is your best alternative to fill in this role.
3 Benefits of Hiring an Answering Service for Emergency Dispatch
Call centre companies can help you manage call traffic involving customers who identify their cases as urgent or emergencies. They can help you respond to such calls faster and more efficiently in the following ways:
1. Setting an emergency protocol
Your phone answering service will typically sit down with you to discuss and establish the call flow that will suit your organizational setup. A protocol will become the framework of the script that the company will customize as the call centre agent’s guide in handling every call.
You can script the questions agents should ask when screening callers and provide emergency escalation procedures, identifying emergency situations and processes to engage in emergency situations.
2. Accurate recording of customer details
Getting incomplete or wrong information about a distressed customer can make an emergency harder to resolve. For instance, you or your colleagues may lose precious time searching for a customer’s location if you jotted down part of the address or misheard it during the call.
Trained and technologically equipped agents can actively listen and document details so the message is sent can send to the right person the first time.
3. Follow-up and active monitoring
Call centre agents will make sure that someone from your organization is on top of all urgent situations and, if unavailable, then agents will keep escalating, so no call goes unanswered.
Agents use all contact options—landline phone number, SMS, or messaging platform—to reach you or your colleagues. And they keep using them until a response is confirmed.
Choose On Call Centre For Your Emergency Job Order Management
Whether you need assistance after-office hours or 24/7/365, our team can field English and French-speaking agents to help with your emergency call-handling needs. We also offer omnichannel message management, and we can respond to your clients on their preferred platforms. Contact us today to learn how to partner with our emergency call experts.