Crisis, Escalation & Staff Welfare Checking

Every high level call needs priority, and to be handled in a timely and correct way. That means not only the initial contacts but also those that backup and support the process. Our call centre staff are trained to decide who are the appropriate contacts, the appropriate method of communication (Transfer Call, Phone, Pager, SMS, or E-mail) to single or multiple contacts and when to escalate to other nominated personnel.

Crisis call
For organisations requiring immediate response for individuals or teams to respond to a crisis we understand that staff may not be available or may be out of contact range, that additional staff may be required, that duty people have their own emergencies and may need to swap with other staff on the fly. Our call centre staff are trained to achieve the most speedy and accurate call-out possible.

Medical emergencies
Patients who ring for our many doctor after hours services don’t always get it right so every call goes through a Triage process to ensure appropriate emergency advice or assistance is provided. We also handle prepayments for call-outs where appropriate and call the correct duty doctor.

Escalation
In many situations a simple outbound call will not resolve an issue. Our service offers the ability to escalate to roster members on rotation at set intervals or as instructed by you. Our Call centres can escalate via SMS, mobile or pager and record every step of the process.

Welfare Checking
If you have staff on remote projects, in the field or in dangerous situations, we can monitor their movements by method of them contacting one of our call centres with a start and finish time, with regular welfare calls or with real time vehicle and equipment monitoring.

Staff Evacuation and Business Recovery Service
With your staff welfare database in place, you need only add the elements that can provide management access to a communications platform in event of crisis. Add to this a basic after hours' virtual reception service and you have the basis of a disaster recovery plan for your business or organisation.