Every now and again we run across a potential client concerned about turning phone calls over to a live answering service, out of fear that the service will not be able to handle emergencies. We cannot speak for every answering service out there, but we can say that a reputable service should be able to manage emergency calls without issue. Apello certainly can.
A reputable service ensures that all personnel are properly trained to handle emergencies. Of course, what constitutes an emergency may differ from one client to the next. That’s why it’s important to work with an answering service that knows your industry.
Below are examples of some of the types of emergency calls live answering services can manage. If you would like to know more about what Apello can do for you, please don’t hesitate to reach out. Handling emergency calls is a normal part of our service.
Plumbing and HVAC Emergencies
Some of our most loyal customers are home repair contractors specializing in things like plumbing and HVAC. We know all too well that emergencies are part and parcel with their services. For example, consider a local plumber during the holidays. It is not unusual for plumbers to get emergency calls about stopped up kitchen sinks with garbage disposals that will no longer run because they are jam packed with food that should have been thrown in the trash.
Or think about the HVAC contractor whose phone starts heating up with the temperatures. As spring transitions to summer, that contractor sees an increasingly larger number of emergency calls from customers whose air conditioners have decided to go on vacation.
Medical Emergencies
Of course, we think of medical issues when someone mentions emergency phone calls. As a company that offers live answering services for doctors, primary care offices, clinics, and even specialists, we know that medical emergencies don’t constrain themselves to normal business hours. They pop up at all hours of the night and day.
Having someone answer the phone when you have an emergency need isn’t even a question. The last thing you want is to dial your doctor’s office so that you can do battle with a machine.
Property Emergencies
Apello provides live answering services to property management companies. At first, our reasons for doing so may not seem obvious. Yet one of the things that motivates us is the ability to manage emergency calls.
A tenant might call to report significant storm damage. Or there might be a water leak somewhere on the property. Regardless, callers need to reach human beings to report emergencies. If they need to leave a voicemail, what are the chances that the property management company will respond quickly?
Technical Emergencies
When a company’s operations rely heavily on technology, tech emergencies are inevitable. So are phone calls to IT support. Everything from system outages to critical software glitches can inhibit operations. As such, companies need to be able to respond to tech emergencies quickly and efficiently. A live answering service with Tier-1 tech support capabilities can be that first line of defense when emergencies arise.
We could continue to discuss legal, security, and natural disaster emergencies. The point is that emergencies arise whenever it is convenient for them. And quite often, they are not convenient for us.
We believe it is far better to have human beings take emergency calls than transferring callers to voicemail or automated systems. In the midst of an emergency, a caller needs quick action. Live answering services provide that when organizations don’t have the ability or resources to cover phone calls 24/7.
