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A Better Answer Blog

January Call Handling Heroes®

This January, we had an unusual but happy situation--leaving us with not just a single Call Handling Hero®, but a tie for Call Handling Heroes® and a runner-up!

Call Handling Hero® - Andrea

andrea_deanda_dlAndrea received a call from an elderly caller who said she didn't have any food, money, and couldn't get around. When asked if she had anyone she could call, the caller said she did not have anyone who could help.
As she took the caller's information, Andrea learned more about her difficult situation. She said she'd called before for assistance and hadn't gotten a response. She mentioned more than once that she didn't have any food for the day and that the man she rented a room from was not a good guy. It really hit home when she said she was 73, and wished she could move into a retirement home.
Andrea delivered food to the caller after her shift. Stayed to visit for a little while and offered to help her find a charity or organization that could help her with her living needs.
Way to go Andrea for taking the extra step for this caller.

Listen to the Call:

[audio mp3="http://www.abetteranswer.com/wp-content/uploads/2016/02/2016-01-13D-4863.mp3"][/audio]

Call Handling Hero® - Eddie

eddie_rosillo_dlEddie was transferred a call from one of our clients, a religious based organization, with a distraught caller wanting someone to pray with her. The caller had disconnected during the transfer, but when Eddie listened to the original call, he felt the need to follow-up with the caller.
Eddie dialed the caller ID and got her voicemail four times. Concerned for her safety he looked up her area and called 911 and the dispatcher was able to provide me the number for the local police. He was able to get hold of an Operator and give them the information we had on hand.
Great job Eddie!

Listen to the Call:

[audio mp3="http://www.abetteranswer.com/wp-content/uploads/2016/02/2016-01-TLR-4714.mp3"][/audio]


Call Handling Hero® Runner Up - Barb

barbara_cramer_dlA gentleman called, saying a woman came into his home. She wouldn't provide a name, said she wasn't with our client, and wanted him to give her his phone.

He mentioned more than once that he was backed into a corner in his home and that the woman was asking for his phone to talk to Barb. He asked what to do and Barb told him that if he was comfortable giving his phone to her, she'd talk to her, but he insisted that he wasn't comfortable.

At this concern Barb didn't want to let him disconnect, so she relayed the OC multiple times before she could get hold of someone. After several minutes she was able to patch the caller to our client.

Great work Barb!
Listen to the Call:

[audio mp3="http://www.abetteranswer.com/wp-content/uploads/2016/02/2016-01-RBB-4405.mp3"][/audio]

Congratulations and great work to our Call Handling Heroes® this month

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Topics: Call Handling Heroes