Urgent and Critical
Escalation Support Services
On this service level our virtual receptionists filter issues for urgency criteria then manage persistent contact until a responsible person is reached who can take the action required. The range of scenarios, settings, procedures, systems, and methods of contact managed is comprehensive: we are specialists in this field.
We interact with and for operational personnel, emergency services, various levels of government, customers, stakeholders, and the public in the commission of this work. Urgency issues can be handled within of full spectrum customer services for an organisation. Our call centre agents are experienced communicating with vulnerable groups in addition to providing general customer service.
Simple welfare checks on call-out can be accommodated in a general escalation support service as an added step in procedures.
There are several types of services provided on this service level handled 24x7, after hours or as convenient in our Australian contact centres.
The approach to welfare monitoring will vary with the people and work involved, and the risks assessed for each work scenario. Businesses will typically have a mix of low, moderate to higher risk work situations, and having the flexibility to manage those risks is key.
Our welfare monitoring solution encompasses GPS monitoring of fleet and devices, Lone Worker Welfare Checks, or an overlay of both types of monitoring to cover specific work risk scenarios.
For GPS monitoring we can distinguish between types of alerts (e.g., man down or duress) and set up services to meet the privacy requirements of your workforce. Most GPS device types and platforms are supported 24 hours.
The Lone Worker Check service offers affordable welfare monitoring with 24x7 contact centre support for staff and contractors without investment in expensive hardware. Beyond service availability, billing is on usage and there are automated contact options to reduce the costs of routine checks, making this an affordable solution for businesses or all sizes.
Users can call in or create, check, and close welfare events via system 2way SMS. Managers can forward schedule specific or recurring checks online for staff or contractors. An SMS broadcast utility within the app allows instant messaging to registered individuals or teams.
We have applications to manage Injury Reporting and Employee Assistance Program support. Confidential reports can be taken and sent to specified personnel. We can also refer staff to approved providers registered with your organisation.
We receive and distinguish between multiple alert types and can escalate to different teams on the one service. Multi-phased escalations can be managed.
Communications for critical incidents, consumer and industry hotlines, and crisis consultancies are supported. Contingencies for handling unfolding scenarios and regular test drills for activation of response teams can be structured into services.
Call answering and customer services can be structured to suit your operations. We have applications and agent training supporting a range of service types. We can also develop custom applications to manage specialised services on our Network.