Emergency hotlines are incredibly important parts of the customer service process within many different industries. At times of crisis they can be the tool used to calm customers that are angry about a certain situation or even be used to help customers with a brand-new product to get over certain processes and tasks that enable the product to function at its maximum capacity. When businesses and brands do not use emergency hotlines in the correct manner it can cause controversy; just look at how some companies have badly handled the Covid-19 crisis and subsequent lockdown restrictions and you’ll have some idea of what we are talking about.
There are certain businesses and non-profit organisations or medical institutions that rely on emergency hotlines to run at all times of the day and night. We’ve seen during the lockdown how there has been a surge in calls to domestic abuse helplines during the past few months. Without this type of emergency hotline, those people would still be suffering in silence. It shows how important it is to get the choice right when discussing a contact centre service to act as the emergency hotline team for your business or organisation.
For a business, an emergency hotline is important as it helps to create a solid customer base that is there for the long-term. A 24-hour call answering service, for example, builds trust and grows your brand reputation, as your customers know that you are contactable at any time, but it also means that you do not miss out on potential custom or potentially losing custom because you do not have any person ready to take a call at certain hours of the day. The greater the number of satisfied customers you have as a business, the better the chances you have of growing your customer base by attracting new customers.
An emergency hotline can also be used to handle scenarios where your company is taking an unusually high number of calls. This helps to lower the stresses felt by your in-house staff and makes sure that no phone call is missed. This helps to build trust with your customers, suppliers and any caller, boosting your brand reputation as a result. This is such a simple way to improve standards within your organisation and to improve the perception of your brand from customers and potential customers.
If you believe that your business could benefit from the help of an expert call centre team to man your emergency hotline, you should immediately begin the process of finding the right team for your needs. There are professional contact centre emergency hotline services that can come in and help you transform your business. What this does is offers a professional team to work with customers, build trust in your brand and deliver a consistently high standard of customer service, freeing up your other employees to focus on your own products and services. With this approach you can begin to grow the business in a focused and deliverable way.
