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Incident handling

Providing Unparalleled Customer Service & Support

In Industries such as Facilities and Systems Management, businesses have a responsibility to meet their SLA’s, and provide their services to clients. Our dedicated incident call handling services help businesses to do this.

CALLCARE will provide you with a bespoke solution for your business needs.

Our Clients Rely On CALLCARE to:

1. Troubleshoot Enquiries and Qualify Emergencies

Our operators follow custom frameworks that allow them to gather all the information you need from every call so you can effectively qualify the severity of any phone call. They can even follow FAQs to troubleshoot common basic enquiries to provide a fast an effective service for your callers.

2. Triage calls so real emergencies are handled quickly

All our operators undergo extensive training so they know how to effective triage a call and identify true emergencies. Often, every client that calls in will want their problem to be put at the top of the queue. We help you ensure the real emergencies get seen first.

3. Help meet KPI’s and SLA’s

Many companies that offer a 24/7 helpdesk are required by their SLA to ensure that any call into the business is answered at any time of the day. CALLCARE provides an easy an effective way to ensure this standard is maintained as our call centres operate 24/7/365.

4. Provide an industry leading service

We pride ourselves on our standard of service, and value our clients’ reputation as highly as our own. Our investment in technology and our staff ensures the highest standards are maintained at all times.

How does it 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.

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 callout 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.

Together we can give your
customers the attention you expect.


Interested to know how we can help,
let us call you back and arrange a quote.


CALL NOW ON: 0345 055 8444


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Some of CALLCARE’s Clients

3 Peel Cross Road
M5 4RR

Tel: 0345 055 8444

Data protection number: Z2674757
Company No. 03497122

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