Here are some techniques to use when fielding emergency calls.
When an emergency call comes into your call center, it is imperative that your agents know how to handle it. At TeleRep, our contact center agents are expertly trained to handle calls from a wide variety of industries. While every call we receive is truly important to us, some of them are more urgent than others. We are no strangers to adeptly handling emergency calls. It takes a unique set of skills to handle these calls with the efficiency and professionalism they need. Here are some techniques to use when fielding emergency calls.
Keep Calm
It takes some serious psychological fortitude to expertly handle emergency calls. When your average individual is on the phone with someone experiencing an emergency, it can be easy for their anxiety to transfer to the person on the other end of the line. It’s also advisable to ask questions that confirm you understand the situation entirely, which can often be unpleasant. Angry callers get frustrated because they don’t feel like waiting for verification and might yell, argue, or even threaten. In these situations, a call agent must remain calm and understanding and try to ease the tension.
Empathize with the Caller
As important as it is to remain calm, it’s just as crucial that you can understand and empathize with the emotions the caller is experiencing. Automated call centers can’t hold a candle to live operators in customer service, especially when it comes to emergency calls. This is true not only because of the speed and efficiency with which live operators can handle calls, but also due to their unique ability to empathize.
Collect Relevant Information
When communicating with a distressed caller, it can be challenging to get the necessary information to understand the nature of the emergency. Our call center agents have the customer service skills to extract the relevant information from the caller, with tact and expertise. Fully understanding the nature of the caller’s concern is the first step toward finding the solution.
Quick Resolution
Once all these steps have been accomplished, all that remains is to resolve the issue. But this is easier said than done. Here at TeleRep, we get various emergency calls from individuals in various situations. If there is a chance to offer a solution without transferring the call, explain every step of the way. Knowing what’s going on behind the phone always relieves the caller. Of course, ensuring the idea works for the caller is essential to fixing the issue.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.