How Does A Call Center Work?

Medical alert services employ a team of professionals, typically 9-1-1-trained technicians, to operate the call center. This call center is the hub of the medical alert company. If you find yourself in a situation where you must press the help button, a representative from the call center will answer your call for help, usually within 30 to 45 seconds. This is through a two-way call using the base station (even if you used the emergency button on your pendant or bracelet.)

The Voice on the Other End

How Does A Call Center Work? 2

These technicians are available 24 hours a day, 7 days as week, and 365 days a year in the case of an emergency. The majority of medical alert companies hire U.S.-based technicians that are typically certified to handle emergencies.

When you press the emergency button, a two-way call is automatically initiated between you and the medical alert service’s call center. Within 30 to 45 seconds, a representative will answer your call through the base station’s speakerphone.

What You Can Expect in an Emergency

When you enroll with the medical alert service, you will list your preferences on how the call center is to handle various emergencies. Depending on the emergency and your listed preferences, the technician may alert your neighbors, family, or friends for help and/or emergency services.

If you list a neighbor or family member with house keys as well as emergency services, the neighbor or family member can let the emergency team in easily without any damage to your doors. You may also want a family member with you if you are taken to the hospital for any reason. The medical alert service will provide you with plenty of options and scenarios when you enroll for the service.

If You are Unable to Answer the Operator

If the situation arises where you cannot speak to answer the operator in response to your medical alert, the operator will automatically call for emergency services first. This is to ensure that you receive help as quickly as possible and the technician will assume you are either unconscious or unable to speak. They may also alert other people on your emergency list, such as family members, friends, or neighbors.

Considering the Types of Call Centers

When considering a medical alert service, consider asking them what type of call center they use. Medical alert companies either use in-house call centers or outsources call centers.

In-house call centers refer to operators that work specifically for the medical alert company. These company-owned call centers tend to follow company policy regarding emergency situations and privacy.

Outsourced call centers are third-party call centers hired by the medical alert company to monitor clients. Although the medical alert company pays the third-party company for its services, the company may not be able to guarantee that every policy and practice will be followed.

Not all outsourced call centers are questionable as many employ highly trained 9-1-1 operators that may be more qualified than the operators the medical alert service could provide on their own.

Trainings and Certifications

Medical alert companies usually provide education and training to call center operators as well as perform in-depth background checks during the hiring process. Medical alert service call centers are certified and can hold more than one certification. The most recognizable of these certifications are the UL Certification and the CSAA Five Diamond Certification. The company may also be a member of various organizations, such as the Medical Alert Monitoring Association

Bilingual Support When You Need It

Many call centers offer bilingual support, either with operators that speak languages other than English receiving your call, or with language support software.

Rest assured that if you need to use your emergency button at any time, a professional will be there to answer your call.