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.

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.

Emergencies Incident Call Handling Service - Blonde call handler

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
Impact Housing

Impact Housing

Client Testimonial
“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.”
Are you FCA regulated?

Yes, we’re one of the few telephone answering outsourcing providers in the UK to be regulated by the Financial Conduct Authority.

How will you keep my business data safe?

We take all necessary precautions to keep your data safe. We’re ICO regulated and GDPR compliant, conforming with the Data Protection Act of 1998. That means we’ll only use your information for the purposes you specify, and you’ll always remain in control of your data.

Do I need special software or equipment to outsource my telephone answering?

No, it’s easy to get started straight away. We can provide you with a new telephone number and take your calls directly, or give you a unique code to divert calls to us during specific trading periods.

Can you provide an out-of-hours call answering service?

Yes, we can take calls for you at our UK call centres 24 hours a day, including bank holidays and weekends, and at no extra cost!

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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