Not all calls are an emergency.
Our contact centre received a call from a concerned resident about a couple who were sleeping rough in the communal area. The caller had seen the couple a number of times, and her main concern was that she believed the female could be pregnant.
The advisor who took the call noted down all the details that the caller gave and contacted a local homeless charity – Street Link. After passing on this information, the advisor felt a duty of care towards this couple and followed up with Street Link a few weeks later. The caller was right. The female was 4 months pregnant and was suffering with depression.
“My role as a npa24:7 advisor is to implement our company values of taking ownership and doing what is morally correct.” – The advisor who took the call.
Our company values are very important to us here at npa24:7, and our advisors hold them close to heart when dealing with every call they receive, no matter the time of day or night.
“We are very proud of our employees; the actions taken by this call handler were first class. Well done and thank you.” – Senior Management Team
Thanks to our customer trusting us with their calls, the concerned resident knew who to call to voice her concerns. Thanks to the efforts of the resident and our advisor, Street Link was able to provide support to this couple, and specific support to the woman regarding her pregnancy.