Public Information Call Centres
Ready to receive calls from anywhere in the world usually within 45 minutes, both of our incident experienced PIC can be available to support you 24 x 7 for as long as you need us.
Public Information Call Centres
Ready to receive calls from anywhere in the world usually within 45 minutes, both of our incident experienced PIC can be available to support you 24 x 7 for as long as you need us.
When news breaks of an aircraft accident or other major incident – families, friends and the general public will very quickly try to make contact with the organisation involved. When you are worried about a loved one, you will call any telephone number you can find.
The impact of this can disrupt business continuity and quickly overwhelm the affected organisation.
In conjunction with our sister company Blake Emergency Centre, we have extensive experience in managing such situations. We have two state-of-the-art, scalable, emergency Call Centres – one in the Czech Republic and one in Malaysia, which our call centre clients have access to in the event of an incident.
Both centres provide multi-language capability in house, as well as having access to real-time, professional 3rd party translation services in cases where our own in-house team don’t speak the language. If required and available within your key markets, we can arrange toll-free telephone numbers for you which can be answered within the emergency call centre.
Managing Calls How You Want Us To
We will work with you to make sure that the Public Information Call Centre is set up how you want it to be based on our incident response experience.
Some of the work can be accomplished ahead of time, for example how we integrate with your in-house call centre, any toll-free lines you may need; but other things can only be agreed at the time of need.
When an incident occurs, we make sure that the operational parameters are commensurate to the emergency. We agree with you the operating hours, the number of agents, the likely languages required, the scripts the agents will be using, and of course the reporting schedule.
Answering Public Calls
Not only will there be a huge volume of calls coming into the organisation – there will be a high level of anxiety and emotion behind those calls.
Our call centre team is well aware of the pressure both of these issues bring.
Calls are answered by experienced, professional call centre staff who have been trained to handle calls of this nature – which can be highly emotional and stressful. Answering calls promptly and with empathy is just one part of the support we provide – calls will start to arrive before you may have the answers to the questions posed.
Our Public Information Call Centres staff are trained to manage such calls until the confirmed, appropriate information is available.
With dedicated toll-free telephone numbers and 24-hour availability – the support is professional, effective and streamlined.
Media Call Centre Support
Calls from the media require a different level of support and our Media Call Centre can do this.
