Manage incidents and emergencies in a contact centre

Overview & Purpose

What This Standard Covers

This standard outlines the responsibilities for managing incidents and emergencies in a contact centre, emphasizing the need for effective resource deployment and communication while adhering to established procedures. It is designed for contact centre professionals with supervisory or managerial roles.

Performance Criteria

• Handle incidents and emergencies per organizational procedures.
• Assess, prioritize, and professionally respond to incidents.
• Record and log incident information accurately.
• Handover contact information to appropriate staff for action.
• Provide accurate information and advice following legal and organizational policies.
• Monitor incident management and provide support as needed.
• Guide colleagues in their incident management efforts.

Knowledge & Understanding Requirements

• Understanding of incident and emergency management services.
• Familiarity with emergency service command structures.
• Knowledge of organizational and regulatory requirements.
• Skills in assessing and prioritizing contacts.
• Proficiency in recording and logging information.
• Awareness of external agencies involved in incidents.
• Clarity in communication and appropriate resource allocation.
• Insight into legal, regulatory, and data protection requirements.

Relevent Roles

• Adviser, Agent, Contact Centre Operator.