Peace of mind for even the most unorthodox of issues

Our empathetic advisors can assist your customers with a range of complex issues.

Our contact centre received a call about a Home Emergency that was made more complex by the customer’s personal situation. The customer’s central heating had broken down over the Christmas period, and the weather was in minus temperatures. Unfortunately, the required replacement parts could not be immediately sourced and would take a few days to obtain and fit. Through the course of the call, the advisor was made aware that the customer was terminally ill so the proposed solution of finding the customer temporary housing was not suitable and due to the time of year that the fault occurred the advisor had exhausted all of the local contractors in the area trying to find an alternative solution.

The advisor was not happy with this outcome and spoke to our in-house escalation team who were able to authorise the purchase of temporary heating on the customer’s behalf. This meant that the customer did not have to relocate, potentially exacerbating their condition and causing unnecessary distress.

The next day the customer’s relative rang our advisor to thank them personally for their efforts from the previous day. During the call, the relative couldn’t stop crying, as the eventual solution of purchasing temporary heating mitigated an extremely stressful situation for the whole family.

“This call really touched me. I work at a company run on compassion and that compassion comes from the people.” – The advisor who took the call.

Here at npa24:7 we pride ourselves on the fact that callers will come through to real, empathetic people who will be able to take the callers personal situation into account when finding a resolution to their situation. In this scenario, our advisor was able to think outside of the normal protocol to put this situation to rights.