The Importance of Inbound Call Centres

Call centres aren’t just about telemarketing. Some are service oriented in more ways than one, as a recent story from Wales goes to show. The Vale council’s contact centre, C1V, is the provider of round-the-clock emergency services for local residents, and now it will provide emergency assistance for the airport in the event of an air disaster.

According to the Vale council leader Cllr Gordon Kemp, the contact centre answers hundreds of calls a week from Vale residents needing council services or emergency services. Now, it will be working alongside the airport to assist them with an extra emergency contact service should there be an air disaster.

If disaster were to strike, the call centre would be the point of contact for passenger relatives, travelers, and media. C1V could also step in to help the airport in the event of a large disruption to air travel, such as the Icelandic volcano eruptions earlier this year. The services are coordinated between C1V, the Police Casualty Bureau, and the Cardiff Airport and will serve as back-up support to assist during the first critical hours of a serious air incident.