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We manage fault, emergency and support hotlines with our specialised response centre services whenever you need us, 24 hours a day, 7 days a week. We offer reliable, efficient call management expertise to deal with real-time situations. Our response officers are trained to manage calls in line with both regulatory and specific customer requirements.
We have a long history in first responder call-handling for emergencies and faults. This includes energy, water, and appliance service and break-down.
We are experienced in both upstream and downstream emergency management across Australia, working to tightly regulated industry response timeframes. We flexibly use customer systems as well our own customer CRM to record and manage your customer interactions.
Responding efficiently to reported faults and emergencies is an extension of the first responder process and an integral part of the process we can manage on your behalf, supported by our team of experienced Response Officers.
We can dispatch across a variety of different communication platforms and can use your systems, turning the NRC into a seamless extension of your business. Again, because we operate 24 hours a day, 7 days a week, you have the flexibility to use us when you need us.
We process our dispatch services in real time and customise and work to applicable service level agreements. We can also replicate any in-house process in place, managing and meeting industry health, safety and environment standards and compliance.
Crisis situations need immediate mobilisation of your core business functions which can be time consuming and hectic. We offer both Emergency Management Team (EMT) Duty Manager and Team mobilisations, relieving some of the crucial activation time from your business.
Our emergency hotline and response services can be tailored to your specific needs and include mobilising emergency services, dispatching tasks directly to field resources, call escalation including duty manager notifications and initiating agreed emergency action plans.