Call Center Check-In Service: Should Your Employees Life Depend On It?

One of the traditional methods for handling employee safety while working alone is the manual process of having the employee calling in to a Call Center at regular intervals (typically every 2 hours). If you think further into that methodology, is your employee really safe if an emergency situation occurred?

Here are some examples of possible issues that could arise when using the Call Center Check-In Service as your lone worker protocol:

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When Will They Be Alerted?
The employee working alone just called in to say they were safe and after they hung up the phone, they had an accident and fell down the stairs and became unconscious. The employee is not scheduled to check in for another 2 hours, that means no one is even concerned about them until they fail to check-in, which will be 2 hours later. If they are bleeding, that could mean the difference between life and death. 

Recommendation:  a device that provides No-Motion & Fall Detection alerting capabilities immediately

Who Will Find Me?
The employee working alone just called in to say they were safe and provided their current location to the Call Center agent. They jump in the car and drive to their next job site. During their travel, the employee drives off the road and in to a ditch and seriously hurts themselves. During the accident their cell phone becomes broken and they are unable to call for assistance. With no way to communicate to anyone, the employee now must wait until someone stumbles upon them .... and you can drive a long way in 2 hours. Will this delay be life threatening?

Recommendation:  a device that will provide an accurate GPS locate immediately, along with the ability to signal an emergency alert to monitoring personnel, even if unconscious.

Do They Know Where I Am?
The employee working alone has failed to call in for their regular check-in and the Call Center has called the employee's cell phone, with no answer. With no visibility as to where the employee currently is, as the Call Center agent never recorded their last location on their previous check-in, the company must now begin a search for where they "believe" the employee should be, as his last known location was over 4 hours ago. How long will this take and at what cost?

Recommendation:  a device that provides an accurate GPS locate both outdoors and indoors and has a frequent bread crumb trail of the employees last known location.

Points of Failure

• The Human Element:
  

Human beings are great at a lot of things, like making decisions, working cooperatively, and following directions. Unfortunately, humans are also prone to errors that can have serious consequences. Human error is also scalable - the more people introduced into a chain of events, the greater the risk is that something can and will go wrong. This is where Call Centers can ultimately fail. No matter how many computers connect your employees to a Call Center, you still haven’t eliminated the most failure prone part of the chain: the human.

• The Clock is Ticking
  

It’s important to prioritize safety within your company, but as with all decisions made at an organizational level, safety also has to be efficient. If your employees are spending more time on the phone than they are working, you need to look for another safety solution.

Time comes into play again when a call center is responding to an emergency, as your employees could be left waiting for life saving help. Since a Call Center needs to contact people in your organization anyways, why not skip the middleman?

• One Step Forward, Two Steps Back
  

When Charles Darwin used the phrase “survival of the fittest,” he probably didn’t have technology in mind. In reality, adapting to new technology is just as important in business as anything that Darwin observed in nature. Using a Call Center can lead to reliance on old technology that will leave your organization flat-footed when your needs change. Safety should be the last thing holding you back, and a future-proof solution gives you more time to spend optimizing your business in other ways.

These problems aren’t insurmountable, and all of them have a common solution. By automating your emergency responses with a solution from Blackridge Solutions, you can remove human error and ensure a fast response using technology that works now and in the future.

To find out how you can implement an award winning solution for your emergency response procedures, call Blackridge Solutions at (778) 686-5799 or contact us by email, click here.

If  you would like to learn more about how the advancement in safety technology is now providing greater safety to employees working alone at a much lower cost, contact Blackridge Solutions.

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