Call Centers
Global Emergency Management Call Center (GEMCC) offers worldwide emergency response call center capabilities. GEMCC offers quality and cost-effective services that meet or exceed all the requirements established by the Aviation Disaster Family Support Act of 1996 and the Foreign Air Carrier Family Support Act of 1997.
In the event of an incident a company’s call center will normally be the first point of contact for all interested parties, not just the family members of those directly impacted. There is no way of effectively controlling this massive influx of calls using an existing call center platform – which has been set up to conduct commerce rather than emergency response. GEMCC provides you the opportunity to effectively and efficiently handle the inbound calls and to continue to conduct business.
GEMCC offers the ability to quickly bifurcate the “business as usual” calls from the emergency response calls. A dedicated toll-free number is immediately activated. GEMCC will mobilize the agents immediately upon notification. GEMCC will gather all required contact information from the inbound callers, maintain a database of all contacts and provide initial response to callers.
Utilizing Global Emergency Management’s proprietary GEMINFO™ Caller Data Collection and Analysis Software, based upon pre-determined criteria and pre-determined time intervals set by the client, details and prioritization data is reported back to the client. This enables the client to maintain control over the management of the incident and allow GEMCC to handle the initial volume.
Within 30 minutes of notification, GEMCC will have a minimum of 25 agents activated and ready to answer calls. Activation will continue with an incremental increase of 30 agents per hour thereafter up to 3,000 agents.
Overview of GEMCC capabilities:
• Client dedicated International Toll Free Number.
• 24/7 Activation.
• Advanced Data Encryption and Security.
• Sophisticated Call Distribution.
• Data Center is designated FEMA Class 1 Category Facility.
• Access to more than 3,000 agents covering 50+ languages.
• Experienced highly skilled Agents.
• Thorough initial and recurrent training.
• Experienced call center management team who will manage all the operations and personnel.
• GEMCC commercial advantage is variable cost model - the client pays for the calls taken, not for the agent time.
