Businesses know that emergencies can happen and require immediate attention whether they are during working hours or not. Customer support and receptionists should be aware of how to respond to an emergency call in a professional and efficient manner. While emergencies may be rare, it is important to form procedures on answering emergency calls. When developing how to answer emergency calls, here are five things to consider.
1. Concentrate on What Your Caller Says
It’s never polite or expedient to interrupt your callers/customers especially when there is an emergency. Instead hear them out to get the specifics of the emergency.
2. Offer to Help the Caller
Your caller may be emotional, but it’s your job to remain composed. Ask questions to gain as much information as possible. Put yourself in the caller’s shoes and offer assurance that you are doing everything possible to quickly resolve the issue.
3. Dispatch the Call to the Appropriate Agency
After identifying and offering help to the caller, it is important to dispatch the call to the person or team that can fix the problem. For example, in an emergency with plumbing, contacting the plumber who is on-call for after-hour emergencies.
4. Record the Conversation
It’s essential to keep a record of what transpired during an emergency call for future reference and in case of a dispute. Documenting the call allows call centres to analyze the process and make improvements.
Professional Emergency Call Answering Services
When you create procedures around answering emergency calls, your business can rest easy that each customer will be treated with respect and issues will be resolved as soon as possible. At Infinity Virtual Answering our staff is trained in answering emergency calls, and we follow strict protocols. Our operators are trained to remain calm and dependable during emergency situations and are available 24/7, 365 days a year to help you assist your customers and clients. Contact us today to find out how our answering services for businesses can support your customers and provide after-hour support.
