When disaster strikes, we answer the call.
With a robust operations, management and technology infrastructure, ICT Group can launch the telephone component of your crisis management plan in as little as 48 hours.
Is your organization ready for a product recall, security breach, natural disaster or other crisis? Unfortunately, many crisis management plans overlook the obvious: call center services.
Your technology and human resources can be overwhelmed by calls from customers, retailers, physicians, shareholders and, of course, the media. Just managing the extra calls can create yet another crisis. So it makes sense to call ICT Group as early as possible – even before a crisis happens.
ICT Group’s Rapid Response Team has formidable resources to help you stay in control of your message:
- Global integrated operations network staffed by specially trained representatives
- Comprehensive live agent resources spanning 5 continents, allowing you to maximize your hours of service
- Multi-lingual capabilities
- Dynamic knowledgebase that is continuously updated, providing operators with real-time access to the most up-to-date information for callers
- Automated triage that diverts callers to operators specially trained to handle their unique concerns (customers, retailers, shareholders, media, healthcare professionals, etc.)
- Fully interactive automated solutions, including capture of names, addresses and phone numbers
- Automated outbound alerts that keep previous callers informed of changes in information, reducing follow-up inbound calls and enhancing your brand reputation as open, honorable and proactive