Incident Management

Being there to respond to your customers when they need you is a must, and that’s exactly what our incident management and emergency outsourcing services allow you to do. Our highly trained, UK-based call operators will provide a seamless extension of your in-house team to make sure that when your customers need to get through to you, they can.

Having your employees on standby around the clock to answer calls could be extremely expensive and inefficient. In contrast, by taking advantage of our emergency outsourcing solutions, you can ensure you meet your customers’ expectations and your duty of care to them in a cost-effective and simple way. This will free up your time and resources for other important business objectives while also helping you to protect your reputation.

We have decades of experience in assisting clients with incident management and related services, and you can have total confidence in the skill and professionalism of our call operators.

A full range of emergency outsourcing services

We can help you if you need to provide emergency or engineer callout services to your customers. Our dedicated 24/7 helpline will ensure that your customers get a direct response to their repair or maintenance requests. All phones lines are staffed by fully trained operators who provide a helpful, sympathetic response in what can be very challenging situations. If required, they will locate the relevant on-call engineer and pass the necessary information on to them, helping you to meet your Service Level Agreements.

Perhaps our incident handling service is just what you’re looking for. When a call comes in, it is routed to a skilled operator who is trained in how to deal with incident calls. They will follow a customised framework created for your organisation that allows them to triage the call, troubleshoot any problems and take note of all the important facts of the case. If the incident requires an emergency callout of an on-call member of your team, the operator will provide a detailed handover to make sure the highest level of customer service is maintained throughout.

Our 24-hour helpdesk support service is there to make sure that you don’t miss out of hours calls. As well as managing your calls outside the regular working day, we can provide essential daytime overflow support and disaster recovery cover. We also provide dedicated disaster recovery solutions that ensure your customers can get through even in the event of an emergency such as a fire, flood or damage to power lines.

In addition, we’re here to provide media response lines that help you to maximise lead generation from your business campaigns.

Request a quote today

If you think you could benefit from our emergency outsourcing solutions, don’t hesitate to get in touch. You can contact us by phone or request a quote online.

How It Works

  • 1. Initial Enquiry

    1. Initial Enquiry

    Call in and speak to one of our sales team or complete our simple online form.

  • 2. Consultation

    2. Consultation

    After contact has been made we would discuss a suitable package.

  • 3. Quote

    3. Quote

    Provide a quote and send a proposal through, tailored to your requirements.

  • 4. Paperwork

    4. Paperwork

    We then proceed onto the relevant paperwork in order to get your package started.

  • 5. Setup

    5. Setup

    We pass your account onto our scripting team to finalise your account and add your clients' details onto our database and integrate with your CRM where necessary.

  • 6. Go live

    6. Go live

    Your account is reviewed by yourselves and your account manager, tested at our site and then finalised before we go live.

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