More than 209 million emergency calls were directed to 911 alone in 2020. This is why hiring people who work well in panic situations in their emergency sector is imperative. But having a calm personality is only 10% of this job.

This blog discusses the best practices that help call center agents remain focused and calm in any given situation.

1. Practice Attentive Listening

The first rule is to listen carefully. However, listening is not enough. It’s recommended to write down the caller’s emergency, tone, and manner of explaining the situation. This information helps determine the problem and take reasonable action. 

If the caller sounds angry, don’t interrupt them. Instead, let them take out all the negative energy while listening attentively. This is one of the best ways to calm someone down on the phone.

Of course, a professional call agent won’t jump to conclusions right after they answer the call. Instead, they would do their best to inspect many perspectives before defining the emergency call and taking further action.

2. Conversing with Composure & Confirmation

The first words spoken after listening to the emergency call are crucial. It can improve or worsen the situation; therefore, it’s best to respond with honesty and composure. That way, you’ll prove that you understand the caller’s feelings.

It’s also advisable to ask questions that confirm you understood the situation entirely, which can often be unpleasant. Angry callers get frustrated because they don’t feel like waiting for verification and might yell, argue, or even threaten. In these situations, a call agent must remain calm and understanding and try to ease the tension.

Listen fully to what they say, and continue where you’ve left off. Try to turn the situation around to show them their case is a priority.

3. Offer a Solution or Next Steps

The final step to successfully conducting the emergency call is offering a solution. Usually, if a call agent cannot solve the problem, they must forward it to the appropriate department or person in charge. In these cases, it’s advisable not to terminate the call until the other agent takes it.

If there is a chance to offer a solution without transferring the call, explain every step of the way. Knowing what’s going on behind the phone always relieves the caller. Of course, ensuring the idea works for the caller is essential to fixing the issue.

4. Remaining Calm & Empathetic

During the whole process, one thing that a call agent must do is to stay calm. If they sense the caller is panicking, their first job is to ensure they are composed. It comforts the caller on the other side of the phone and allows them to make reasonable decisions on the spot.

Another thing is using an empathetic voice during the call. A serene tone that portrays understanding and compassion will get the job done faster and easier.

Use the Right Call Center for Your Emergency Calls!

Emergency calls are some of the most challenging tasks for a call agent. It takes years of practice to master the process. This is why hiring professional call agents can help shorten the call duration and immediately start processing these calls.

Always Answer is a call center agency with skilled call agents who can help do live answering services. Reach out to us, and tell us how we can help your business.