Nothing can frustrate your customer more during an emergency than receiving a voicemail or being put on hold. Whether it’s an elevator fault, a water or gas leak, or equipment failure, callers want a real person to listen, calmly process information, and provide a swift solution.

On Call Centre provides direct 24/7 bilingual emergency lines. In this article, we explain how clear scripts and proven dispatch workflows from On Call Centre protect people and organizations during times of crisis.

Water or gas leaks, elevator faults, and equipment failures don’t wait—and neither should your response. A quick, calm dispatch can prevent property damage, reduce injury risk, and build trust with clients. Our bilingual team handles urgent calls with precision, dispatches crews smoothly, and keeps communication clear.

Emergency call scripts: 4 essentials

How do call centre agents maintain their composure and gather details critical to an issue while under pressure? The secret is clear and repeatable emergency scripts. These four emergency call answering steps ensure they don’t miss anything:

1.     Verification / Vérification

Agents verify the caller’s identity: name, callback number, and role (tenant, manager, or security personnel). This ensures the line of communication between the customer and the bilingual (EN/FR) call answer service stays open or can restart if the call drops.

2.     Location / Localisation/Adresse/Emplacement

The telephone answering service representative asks for specific address and location details—room number, floor, and access instructions—so responders can swiftly arrive at the scene.

3.     Safety / Sécurité

Securing immediate facts regarding injury, live wires, or fire allows agents to assess danger levels.

Safety notice: To protect the caller and clarify the company’s role and limits, reps instruct callers to dial 911 when faced with risks to life before dispatching help.

4.     On-call tech information / Technicien de garde/Technicien en service

Agents relay concise incident details to the technician (the nature of the incident, hazards, access points, and callback number). Then, they confirm the technician’s expected time of arrival and the ticket ID for the caller.

Dispatch workflow

Agents follow this emergency dispatch workflow designed to resolve issues:

1. Triage: Classify the type of incident and status (urgency).
2. Notify: Inform the agent’s team member or company employee of the required action to resolve an issue.
3. Confirm: Create a conversation summary and document that the caller has agreed that their issue has been resolved.
4. Follow-up: Schedule pending tasks, such as a callback from another department or a follow-up email to the customer.

Metrics and Reporting: What to Ask For

For transparency, clients receive weekly or monthly service level agreement or SLA reports with the following metrics:

• Initial answer time: how quickly calls are answered
• Time from intake to technician dispatch: number of minutes from the start of the call to the time the agent notifies a technician
• First contact resolution: percentage of incidents resolved during the first call
• Callback windows and ticket close: how fast follow-ups are completed and tickets solved

These KPIs provide facility and property maintenance managers with the confidence that urgent calls are being handled promptly and consistently.

FAQs

How are on-call rosters managed?

An on-call roster is a schedule of company employees available to respond to urgent situations after business hours. Clients keep it updated, and agents always know who to call first.

What are paging chains?

If a designated responder doesn’t pick up an agent’s call, the rep follows a preset chain—moving to the next contact until someone answers.

Poor emergency call handling can mar your business image, leading to loss of public trust and legal repercussions. With On Call Centre’s 24/7 call answering service and bilingual agents, healthcare administrators and property managers can respond to urgent issues before they spiral into a catastrophe. Contact On Call Centre to discuss coverage.