Multiple Language Support In 911 - Alexis Powell - ContactCenterWorld.com Blog
Hello, 911? It’s an emergency! This is a common phrase that is famous in the United States when it comes to dealing with an emergency. Whether you are stuck in an isolated location or are facing a medical emergency, calling 911 for help and support is advised. In a year, Americans make 240 million calls to the emergency contact number; making it one amongst the busiest inbound emergency line in the world.
With a population of 32.72 Crores (statists of the year 2018), the average population density comes down to approximately 92 people per mile across the United States. This is quite low in comparison to numerous countries across the globe, which is the reason why a lot of people in the USA still have massive homes at isolated locations. In fact, even in cities except for the major metropolitans, you can find neighborhoods that have a fewer number of residents when compared to the covered area.
This is one amongst the major factors that contribute to the crime rate and unattended medical emergencies that often lead to the death of individuals and even families. To tackle this, 911 emergency line was commissioned on February 16th, 1968 by the Alabama Telephone Company. Ever since it has been a potent tool to diffuse critical situations and save lives all across America.
However, all this wouldn’t have happened without the incredible support and services rendered by the organizations that handle 911 calls. These are not the calls handled by typical call centre outsourcing service providers; someone’s life might be in danger. So, once you call on a line, you won’t be hearing any niceties and greetings. The 911 agents are trained to cut to the chase; so that time can be saved and mission-critical information is acquired to send over the rescue team.
The agents who handle these calls often hold a degree in forensic psychology and are highly trained and professional; they know exactly how to deal with callers in stressful situations. From guiding toddlers on call to calming down people suffering from an injury or a medical episode of extreme physical trauma, these agents are proficient enough to handle it all.
Bridging The Language Barrier In 911
The English-speaking citizens of the United States can easily connect with agents on a 911 call but what about those who belong to communities that aren’t well-versed with the language and the foreign visitors? Thankfully! The multiple language support rendered by most of the call centres that offer services to the 911 line has been a savior in such situations. As soon as the agent realizes that the caller isn’t well-versed in English; he immediately connects him to a language expert, who thereafter takes over the communication and rescue procedure.
This is one amongst the major factors that have helped the police in rescuing people in distressed situations and even prevent suicides and crimes. The law enforcement agencies massively rely on the operational efficiency of these call centres that have language experts, who aren’t just capable of making the communication smoother but also effective. Multiple language support surely is one amongst the most effective additions to the 911 line.
Outsourcing Language Support For 911
Lots of people aren't aware that the 911 cell of the United States doesn’t have in-house multiple language support. They are actually availing call centre outsourcing services to reduce the expenses whilst rendering the best support to each caller. The expense of hiring so many language experts would have been uneconomical for the government and would have been an unrequired wastage of the taxpayer’s money. This is the reason why outsourced solutions seemed lucrative. They are both efficient and cost-effective; as call centres hire the cream of experts to deal with the sensitive calls.
Call centre outsourcing service providers mostly follow a pay per call pattern whilst dealing with the 911 calls. This is quite helpful for the federal law enforcement agencies of the states, who do not have to allocate a big budget for multiple language support. The collaboration has successfully achieved good reviews from the callers and many outsourcing service providers strive to attain the prestige of serving 911. As, of course, 911 is a prized addition to any call centre’s clientele.
Publish Date: April 4, 2019 9:31 AM