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Incident Handling Service

Providing unparalleled support when it matters most

With operators who are skilled and experienced in incident handling, CallCare is there for your customers when they need it most. We analyse calls to assess severity, troubleshoot to find a quick solution, or if this is not possible, handover all the necessary information to your on-call personnel.

Our incident call handling service delves much deeper than basic call services. At CallCare, we have plenty of skilled operators who hold specific training in incident call handling. This means there are always people available to take your customer calls, provide support and guidance, and identify quick solutions to urgent problems.

 

When a call comes in, it is quickly routed to an experienced operator who will follow a bespoke framework that has been specifically created for your individual incident handling line. They will triage the call, assessing its severity, troubleshoot any issues to identify a quick solution and extract all the necessary pieces of information to pass over.

 

Should the reported incident require emergency call-out from your local, on-call personnel, we reach out to them directly, providing a full handover of information to ensure the highest standard of service is maintained with no input from you required.

Why outsource your incident handling?
1
Constant support available

Incidents will not follow a strict 9-5 schedule. Meaning if they occur out of hours, your customers are left with no support or resolution. In today’s world, you can’t afford to leave them without your dedicated support. At CallCare, we provide a 24/7 call service that assists your customers all day, every day. No matter when an incident occurs, we are here to help them.

2
Quicker resolution

Able to answer every call with minimal hold or wait times, we ensure issues are resolved as soon as possible. Instead of juggling incident handling alongside other tasks and jobs, our experts can focus exclusively on providing the necessary support to your customers. We enforce a triage system to guarantee the most severe incidents are prioritised and quickly resolved.

3
Reinforce your reputation

How a business performs when things go wrong goes a long way in building its reputation and encouraging customer satisfaction, retention, and acquisition. By outsourcing to CallCare and providing a seamless, efficient, and high-quality incident handling service, you can stand out in your industry and encourage new customers to come on board.

Highly-skilled support staff

When it comes to incident handling, we understand you have a certain duty of care you are looking to maintain. The CallCare team works alongside your own to ensure this duty is met, you uphold any service-level agreements, and are consistently meeting all KPIs.

 

Our staff will always deal with an incident call professionally and thoroughly, able to either rectify the issue themselves over the phone or source the necessary information and support to ensure a resolution is found promptly.

 

Whether you want us to cover the lines while you are out of the office or handle the lines exclusively to allow your team to focus their efforts elsewhere, we are committed to finding the best solution for you.

Ongoing support

Following the initial call, our staff can continue to handle all follow-up calls, providing updates to your customers, such as the estimated time of arrival of the on-call support. From the start to the very end of incident calls, we go above and beyond for your customers, treating them with the compassion, patience, and kindness we would if they were our own.

 

If a call does not require an emergency call-out, we provide your team with a full email report that outlines all the important information from the call. This ensures nothing is ever overlooked but affords your team the freedom to act on non-emergent problems inside of your normal office hours.

Incident Management FAQs

Yes, we’re one of the few telephone answering outsourcing providers in the UK to be regulated by the Financial Conduct Authority (FCA).

No, it’s easy to get started straight away. We can provide you with a new telephone number and take your calls directly, or give you a unique code to divert calls to us during specific trading periods.

We take all necessary precautions to keep your data safe. We’re ICO regulated and GDPR compliant, conforming with the Data Protection Act of 1998. That means we’ll only use your information for the purposes you specify, and you’ll always remain in control of your data.

Yes, we can take calls for you at our UK call centres 24 hours a day, including bank holidays and weekends, and at no extra cost!

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Clients
Slater and Gordon
NHS
Chorley Council
amec
City University London
Morgan Sindall
Franchise Brands
TSG
SSE
Balfour Beatty
Leep Utilities
SSP
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CallCare

Twenty One
Knightsbridge,
London,
SW1X 7LY

Telephone: 0345 055 8444

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