Emergency response service for water and gas utilities.
A 24/7 intake and analysis system was implemented, along with an emergency staff dispatch system that activates on-call technicians locally within 60 seconds of closing the incoming call.
Additionally, periodic training was designed for all operators (conducted both internally and with the client); a service subject to control and verification by regulatory authorities; and a service delivered in Business Continuity and Disaster Recovery mode across 3 sites.
The system is designed to manage an annual volume of 150,000 calls + 2,000 remote alarms, with annual SLAs of 99.5% for call pickup within 100 seconds and 95% for quality control