Call Centres

There are different appellations of what seems to be similar, but is somewhat often different. The differences lie in the services that the call centers provide.

A Call Centre is a centralized office through which a large volume of requests is received and transmitted by telephone. A Call Centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. Some businesses even service internal functions through Call Centres such as help desks, retail financial support, and sales support.

Medical Intelligence is interested in Call Centres specialized in After Sales Services to handle client enquiries, information, placement of orders, Questions and Answers, trouble-shooting, etc.

Medical Intelligence is also interested in Call Centres with Telecare consultants highly skilled in handling emergency situations, and inmanaging each call with empathy and care, such as Emergency Response Centres (also called Response Centres or Alarm Centres). Clients shall be automatically referred to operators with the right skills set, such as language, service or type of questions.

The processing of personal alarm calls is the basic function of Emergency Response Centres. By simply pressing the button on the pendant worn around the neck, on the wrist or at the belt, an alarm call is received at the Emergency Response Centre. The call is answered by an operator, who can talk to the client via an audio connection. If necessary, help can be arranged by alerting family or friends, or a home carer, or in emergencies even a doctor, an ambulance, firemen or the police. These Centres are usually linked to the homebound PERS, but can also service similar Emergency Buttons which work outdoors just as well as indoors, such as Medical Intelligence’s Vega, PERSmobile and Urgentys.

Emergency Response Centres are either provider-based or manufacturer-based. Provider-based centres are usually located in the user's local area and are operated by hospitals, social service agencies, etc. Manufacturer-based operations usually have one national center. Medical Intelligence is interested in both types.