Client Case Study – Rapid Spill Response
Established in 2000, Rapid Spill Response is a foremost provider of specialised industrial cleaning solutions, such as emergency spill response, hazardous waste collection and asbestos removal. The company tasked CallWorx with managing the inbound after-hours emergency calls and queries on their tollfree number.
The Task at Hand
CallWorx was commissioned by Rapid Spill Response to manage all their inbound after-hours emergency calls, as well as general queries that are received via their tollfree number, at a high level of efficiency.
The CallWorx Approach
CallWorx implemented a high priority system, to ensure that all Rapid Spill Response’s emergency calls that are received after hours, are handled as a matter of absolute urgency. To enable this, the CallWorx operators first dispatch the closest standby technicians telephonically. Immediately after, all the relevant information is sent to them via SMS and email, as well as to their management. The CallWorx team also handles and records all general after-hours queries for the company, and channels it to the correct departments.
Outcomes
As a result of partnering with CallWorx to manage inbound after-hours calls, Rapid Spill Response is able to deliver on its brand promise to respond to emergency incidents, as a matter of urgency. Client service is also enhanced through the recording and direct channelling of other queries to the correct departments.
