Emergency Answering Services

Emergency answering service means at least two things: handling your clients’ emergencies and handling a major emergency at your business. In one case, the emergency answering service provides your clients with urgent help; in the other, the emergency answering service provides YOU with urgent help.

The Emergency Answering Service and Your Clients

In the first case, your emergency answering service needs lots of specialized knowledge about your business. Consider two examples of the emergency answering service scenarios: a medical emergency and a broken elevator.

The Emergency Answering Service and a Medical Emergency

A joint physicians’ practice needs an emergency answering service with CSRs who can connect that person to the proper physician, get the patient to a hospital, or, at worst, send an ambulance. The emergency answering service must act quickly and correctly to dispatch patient calls; there is no margin of error where life and death hang in the balance.

CSRs at the emergency answering service must also deal with panicky callers. It is not only important to calm them down; the emergency answering service must relay important information about the caller to the next level of response, the patient’s doctor or the on-call physician.

Needless to say, the quality of response by the emergency answering service is not just taking messages while you sleep. The emergency answering service has no room for error or unpreparedness. The Emergency Answering Service and a

Broken Elevator

Another application for an emergency answering service is the telephone inside an elevator. If the elevator gets stuck between floors, its rider picks up the elevator telephone, which automatically dials the emergency answering service. This would seem like an easier matter for the emergency answering service than dealing with a medical emergency, but the emergency answering service still needs extensive information on what to do, which the management of the building that contains the elevator must provide to the emergency answering service in advance. CSRs at the emergency answering service can then relay detailed instructions to the caller before contacting necessary emergency responders to let them know about the broken elevator. (Keeping the caller calm and communicative is another function the emergency answering service CSR must perform.)

The Emergency Answering Service for Your Business

If your business experiences an emergency, such as a fire, you need an emergency answering service to keep your business running. In planning for such a dire emergency (contingency services), you must analyze your business’s functions and structure so the emergency answering service can help get it back on track as quickly as possible. The emergency answering service must be ready to replace phone and IVR infrastructure by forwarding calls to live CSRs or voicemail. The emergency answering service must provide a “shadow” structure for your company’s management and internal communications, which will keep you going until you can put things back together.

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I was very pleased with the Customer Service Department. The calls were always answered in a timely manner. The Representatives were very professional and polite to customers. They were prompt in handling emergency calls. The Representatives were available at all hours.