Where Do We Add Value?
24/7/365 readiness for your callers means they will only ever need to make one call, and their call will be answered quickly and professionally every time.
We are proud of our ability to make sure we get the right information. When dealing with time sensitive issues, getting it right on the first call with often panicked callers is important in reducing stress and preventing a bad situation from being worse.
In a stressful situation, people are expected to act properly. Even small mistakes can make a caller angry and frustrated. We recognize the importance and volatility of these calls and pay extra attention to the customer experience so that we are always a strong link in the emergency response chain.
An emergency response focused company must be ready 24/7/365. It can be very expensive to maintain that level of readiness. With Select, you get professionals with experience who are alert and know how to respond, and you only have to pay for time they are working directly on your account.
A disaster restoration company reached out to us after they hired a new person who had experienced our services in the past. They had a system where their workers took turns being on call. Unfortunately, this system was far from perfect as calls would be missed for various reasons, and as a result customers would be lost. They needed a more reliable solution.
The Set Up
We set up an on-call list with a second and third backup on call person to make sure a call never slipped through. We also figured out typical response times to a site, and the details around how their service works. This enabled us to collect the necessary information from callers and make sure we are getting each call right.
After being live for a couple weeks, we had uncovered a few questions that were not thought of during the initial set up. Apart from those few questions, everything else went very smoothly.
The Problem Solved
Our client is very pleased with the service. Their on call people have made several comments about how they are now able to relax more. When a call comes in from us, they know it is an emergency while other calls do not have the high level of anxiety attached to them.