Call Center: Emergency Services

Emergency situations need to be dealt with effectiveness

. There is too much to do then with very little margin for error. These are conditions which are ideal for a call center to step in and take charge. Emergency services like 911 have always made use of the answering service agents to take and process calls in the wink of an eye. Any delay could become the divide between life and death. Similarly, catastrophic events also call for quality inbound call center services. The agents manning the phones would have to cope with a very heavy call volume and also with aggrieved friends and family. Its not easy to deal with such situations and that is where call center services score brownie points.

The BP oil leak is the latest example of call center disaster management. Concerned students and common people are busy calling the phone numbers that are directed to an inbound call center. The agents taking the calls are doing what they can to allay the fears as more oil leaks out to create havoc in the sea. Their job at present is to disseminate as much information as they possibly. The call answering service agents are recording the feedback that they are getting too. This is being passed on to the disaster management squad for BP. The way things are, the firm knows that it will need the help of everyone who can come up with something.

Call center units jump into action every time there is a major accident. Hapless relatives call up the phone lines set up at short notice. They hunt for information about their near ones. Its a thankless position to be in for an answering service agent. But that is their job. They try to break the fall as much as possible. Callers want them to be direct, despite the sense of brutal honesty associated with the task. However, if you consider the help this information is when its most needed, you will be glad the agents were around with accurate information at a time when everything is on a hear-say mode. The key to a successful stint as an agent dealing with an emergency is to be alert at all times and keep oneself updated. Soak in every little piece of news that you can. You can never predict what callers can ask in a confused state of mind.

No matter how much progress is made as a civilization, there will be those days when nothing seems good enough to tackle the vagaries of nature. Efforts prove powerless to prevent the flow of a hurricane or the devastating effect of an earthquake. What we can do is cushion the fall of those unfortunate enough to get caught. Call center agents help to do that in a big way. The answering service agents work extra with very little time between two calls. They make sure they toe the official line when they are sharing information with external calls. They have to make sure they know the latest reports and what the exact situation is. Its one mouthful of a job really!

by: Ivana Lewis

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