Protecting the neighbourhood, not just inside the home.
Reassurance can make a world of difference to a caller in distress.
Our contact centre received a call from a concerned member of the public. They called the out of hours emergency line to make us aware that a young child had fallen into a drain that was in a state of disrepair. The child was unhurt but shaken by the ordeal. As soon as it was brought to our attention, our advisor escalated the call to the Head Office and the Divisional escalation contacts. They have since taken this into their own hands to continue their internal investigation.
In this scenario, our advisor was not only able to make our customer aware of the situation by escalating the call, they were also able to reassure the caller that the situation was in hand. They were able to leave the call feeling that an investigation would be launched, which was able to ease their worry as much as possible.
“It was my responsibility as part of my job role to make our client aware of the incident, however, I felt it was my personal responsibility to reassure the customer as they were very concerned that the drain posed a danger to other children. To the best of my ability I was able to do this, and I feel the caller left feeling more positive about the situation knowing it would be investigated thoroughly.” – The advisor who took the call.
One of our core values here at npa24:7 is empathy. The advisor that spoke with the caller was able to understand the urgency of the situation, but also able to put themselves in their shoes and abate the callers panic.