While we don’t know what shape or form the next crisis might take, we can prepare for it by putting in place experienced service providers who have a proven track record of reacting effectively to perform vital services for those affected. In each of the major crises faced by Australians since 2020, contact centre emergency response teams have been a major part of the state and national response, providing a range of services in an upscale and response capacity.
Contact Centre Emergency Reponse Teams
Here are just some of the ways contact centres have been proven to work effectively in emergency response:
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Disaster relief assessments
Using assessors to grant funding provisions.
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Medical triage
Trained telehealth professionals aiding health services.
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Information services
Inbound hotlines.
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Service referrals
Working with organisations to provide access.
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Priority caller services
Giving additional case management to those in need.
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Appointment booking
Helping with access to medical provisions.
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Volunteer recruitment
Managing calls and the onboarding process for high volume.
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Surveys & Analytics
Providing polls, surveys and focus groups to help decide effectiveness of programmes, decision making & strategy.
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Customer database management
Tracking donations, feedback and planning marketing campaigns.
Utilising experienced emergency response teams
We all know that crisis scenarios cause life changing events which create a great deal of stress, emotional and often physical suffering to those affected. This is why it’s essential to have highly skilled customer service representatives, with experience working with some of the most vulnerable members of the public.
As we’ve seen with the COVID-19 pandemic it’s also important to factor in medical professionals to provide telehealth services in modern disaster response planning. By utilising teams with varying skill sets, state and national organisations are able to adapt their services – dependent on the scale and severity of the disaster – to meet the demand and requirements of those affected.
It’s never been more critical to have emergency response teams ready and capable of providing varying services to ensure adequate preparation for disasters of all shapes and sizes, when it matters most.