How Do You Handle Emergency Calls In Contact Centers?
Emergency phone calls may or may not be a common occurrence at your end, but you must stay prepared for one. Emergency calls are a possibility and you should scale up your call handling solutions in a way that they offer an appropriate response to the caller. This is where NGA 911 comes to play. Even if you are running a non-emergency call center, you should prepare your team and agents to follow certain protocols in case of an emergency. A customer conversation that might include cryptic language, whispering or strained breathing might seem like an odd thing, but it may actually be a medical scare or threat of violence. If you train your personnel to respond to such emergency calls, they might immediately react and send help at the right locations. Call centers are so built that they can help anyone in need. While it is true that you are simply running an e-commerce call center, you should be prepared for such emergency calls because many a time, the calls get diverted and it is our