Contact Center Solutions Featured Article

Israel HFC Call Center Fields Citizen Concerns Amidst Rocket Fire

August 01, 2014

The Home Front Command call center is a bastion of safety and information for Israeli residents in this current time of fighting with groups such as Hamas and the rocket fire pummeling the country.

According to the Israel National News, the HFC handles hundreds of calls from citizens every day. These are people who call regarding deadly situations in their regions of the country. They want to know if their cities have been hit by rocket fire or if there is an imminent threat of attack. And if those situations prove positive, they want to know where they can find safe shelter for themselves and their families.

In a video to which Israel National News links its visitors, Captain Lenny Mamman, commander of the HFC call center, speaks to local news organization Arutz Sheva about how the center operates.

"This center is operated by soldiers at 100 operating stations to give support and service 24/7, 365 days a year," Mamman says. "The center operates in six main languages. These are the most spoken languages in Israel which are Hebrew, English, Arabic, Amharic, for the Ethiopian community, Russian, French, and Spanish."

"We contact specialists and work with people speaking other languages, so in case someone calls and has a question in Japanese, Dutch, German, or any other language, we work it case by case individually," she continues.

She also reported that a total of 300 soldiers work at the center at all hours of the day. Staff members include soldiers with a number of specialized skills such as new recruits, enlisted soldiers, and staff with psychological training to handle calls of distress.

The call center is equipped with advanced technology that allows agents to remain informed about current situations as much as possible. Its REDWEB system tracks when sirens are active in areas of the country, and its customer relationship management software allows agents to identify callers through their ID numbers. If Israeli residents have called the center before, agents can view their call histories to help them provide specific, accurate information that is tailored to each individual's needs.




Edited by Maurice Nagle

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