Incident Handling

Providing unparalleled customer service and support.

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Responding to Incident Reports

  • Troubleshoot enquiries and qualify emergencies

    We can help your callers find a solution without having to call out an engineer.

  • Triage calls so real emergencies are handled quickly

    We will help manage your calls so real emergencies can be attended to first.

  • Help meet KPI’s and SLA’s

    If you have service level agreements with clients our service will help you to meet them.

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Emergencies Incident Call Handling Service - Blonde call handler
Emergencies Incident Call Handling Service - Blonde call handler

How Does Incident Handling Work?

An incident call handling service is much more than basic message taking.

When a call comes in it is skill routed to an operator who has received specific training in incident call handling. They will then follow a custom framework specifically created for your incident handling line that allows them to triage the call, troubleshooting any issues and extracting all the salient pieces of information.

Should the reported incident require emergency call-out from your local on-call personnel, they will dial out to them providing a full handover of information to ensure the highest standard of service is maintained.

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Complete Incident Call Cover

Following this they can then handle follow up calls providing updates from the local on-call team member with information such as estimated time of arrival.

If the call doesn’t require an emergency call out they will provide a full report via email outlining all the important information from the call that you can act on inside of normal office hours.

By doing this we make sure that your callers get the help they require, while making sure your staff don't have to dedicate time to incidents that aren't emergencies.

Emergencies Incident Call Handling Service - Meeting around a computer
Emergencies Incident Call Handling Service - Impact Housing Logo
Client Testimonial

Impact Housing

"CALLCARE are always professional and helpful, and provide a great service and an experienced team of people to assist in service delivery. Excellent value for money."