Reactive customer service – when time is of the essence

In some cases, businesses can provide customer service during business hours without any negative consequences. If customers need to make a query regarding a product, for example, a customer helpline with limited hours will not necessary harm their business.

For some organisations, however, it’s vital to have a customer support team available 24 hours a day, 7 days a week. When companies are reacting to a situation which has arisen, they need to be contactable at all times and it’s essential, therefore, that they have call centre operatives on hand.

Councils and housing associations, for example, may need to respond to tenant emergencies at any time of the day or night. Whilst standard queries may be dealt with via a 9am-5pm telephone system, an emergency line should also be available around the clock.

Compassionate call handling

When people need to contact a reactive customer service team, it may be because a serious emergency has occurred. Their homes may be in jeopardy and even their safety could be threatened, so it’s important that the call is handled appropriately.

Staff must be able to converse with the caller empathetically but also ascertain key details so that the situation can be dealt with as quickly as possible.

If a leak is causing damage to a flat, for example, it’s likely that other tenants may be affected. In such cases, the organisation responsible must respond swiftly but also warn other tenants of the potential danger.

The relevant information can only be gathered by experienced, trained call centre staff so it’s essential that councils, housing associations and maintenance companies have access to these professionals.

Outsourced customer support

Rather than each organisation facilitating a 24/7 customer response team, it can be more cost-effective to outsource your customer service requirements. In addition to having access to a round-the-clock team of professionals, you’ll also have operators who are trained in dealing with calls of a sensitive nature.

This ensures that the organisation can provide an appropriate response to any crisis which occurs and that the people affected are able to contact a sympathetic and knowledgable adviser, whenever they need to.

To find out more about working with an outsourced contact centre, get in touch with us today.

Photo: Time by Jeppi 94 licensed under Creative commons 2