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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!