8 September 2010 -- A Christchurch call centre has been holding the fort for everyone from local tradesmen to corporates as call numbers quadrupled after Saturday morning's earthquake.
Answer Services offers call centre capacity to businesses across New Zealand from its two call centres, including its home centre based in central Christchurch.
While most clients use Answer Services after hours, the earthquake's disruptive effect on local business saw all 10 of the centre's staff – even some with severely damaged homes – manning the phones to answer four times the number of calls usually received on a Saturday.
General manager Marc Humphries said the centre received 3000 calls on Saturday, up from about 750 on a normal day. On Sunday call numbers eased to about triple the usual tally, with Monday still up with double the number of calls received.
Despite the influx of calls from panicked Christchurch residents looking for everyone from plumbers, electricians, alarm and security companies to refuse collection depots, the company is not expecting a big cheque.
Answer Service's clients pay a flat fee for the service, with the monthly bill climbing like a taxi meter as more services are required.
Humphries expects an increase in revenue from the Christchurch centre of about 5 per cent – but that is nothing compared with the generosity that was required from the local staff, he said.
The five regular Saturday staff were joined by all their off duty co-workers inside the CBD cordon – regardless of their personal situation post-quake.
"Our guys were coming to work when their homes were shattered, the car has been damaged and they literally have to smash a window to get into the garage to get the car out.
"They've just been unbelievable.
"They know that they are of part of the recovery."
The company estimates it holds about 80 per cent of the local market for answering services.
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