Case Study: County Council After hours Telephone Answering Service

Silvia Planella/ February 12, 2014/ blog

Arema Connect has been providing After Hours Emergency Telephone Support for numerous county and city councils since 2005. We offer tailor made solutions for each council, varying from long term contracts and short time seasonal cover such as The Christmas & New Year period.

Weather conditions dictate the volume of calls we receive on a daily basis. Adverse weather such as floods, icy conditions, snow and rain can increase the number of calls related to water, housing and road issues.

Typical enquiries that we answer for County Councils are related to:

Arema Connect After hours County Council

 

How our After Hours Telephone Answering Service works

  • We provide a dedicated number that will be answered as per our client’s procedure.
  • We capture callers’ details and escalate emergency issues to their on-call team
  • All calls are logged and an automatic e-mail sent to head office with call report plus action taken to rectify the reported incident.

 

Typical Call Flow Pattern

Actual records for one of our clients 2012/2013 from November to February:

After hours telephone answering service county council Call Volume

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