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Emergency Response Teams: How Contact Centres Can Help

Emergency Response Teams

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Since 2020 Australia has faced a series of emergencies ranging from unprecedented fires & flash floods to a global pandemic. While we all hope that the worst of it is behind us, it is not enough to face these devastating events without a plan of action. In preparation, organisations nationwide and globally are taking the opportunity to plan and prepare for whatever comes next.  

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:

  • Disaster relief assessments

    Using assessors to grant funding provisions.

  • Medical triage

    Trained telehealth professionals aiding health services.

  • Information services

    Inbound hotlines.

  • Service referrals

    Working with organisations to provide access.

  • Priority caller services

    Giving additional case management to those in need.

  • Appointment booking

    Helping with access to medical provisions.

  • Volunteer recruitment

    Managing calls and the onboarding process for high volume.

  • Surveys & Analytics

    Providing polls, surveys and focus groups to help decide effectiveness of programmes, decision making & strategy.

  • 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.

MAKE AN ENQUIRY

If you require a flexible and multi-skilled emergency response team, 24/7 Contact Solutions is ready to assist 24 hours a day 7 days a week.
24/7 Contact Solutions, Australian based Contact Centre Services