Standards & Best Practices

By Jason Driggers, Customer Success Manager, Carbyne

standards and best practices

Providing support to a 9-1-1 center is a hefty responsibility. The 911 industry serves as a fundamental pillar of public safety, and any disruption to its functions could result in serious ramifications. As a customer success manager my job is to make sure our customers have the level of service and support commensurate with running a critical infrastructure center. I’ve been working in customer services roles for over 10 years and one of the things that drew me to work at Carbyne is how the organization embraces a suite of standards and best practices that guarantee we are supporting our customers effectively and that the services they provide are always available.

Among the paramount standards is uninterrupted accessibility. It is vital that 9-1-1 services are consistently available round the clock, devoid of any downtime or service interruptions. To achieve this, a sturdy technical infrastructure coupled with resilient backup systems are indispensable, safeguarding the continuation of service during power failures, natural calamities, or other urgent situations. An integral part of this system is customer success and technical assistance, which should work hand in hand to ensure 24/7 support. Given the critical nature of 9-1-1 services to communities, any disruption could lead to dire consequences. By combining world-class support with cloud-native solutions, we construct a resilient ecosystem capable of withstanding even the most devastating circumstances.

Another important standard is accuracy. 9-1-1 call centers must ensure that calls are routed to the appropriate services, and that the information provided is accurate. This requires specialized training, as well as effective technology. Training coupled with advanced technology is creating faster and more efficient workflows for call takers across the country. At Carbyne we deliberately hire 9-1-1 and customer success experts that bring decades of experience to support centers on these critical workflows. This unique dichotomy has proven valuable when charting successful paths for customers. Dedicated customer success managers spend countless hours working directly with call takers and leaders crafting efficient workflows designed to simplify processes and help citizens.

Timeliness is also a critical factor in customer service supporting 9-1-1. Callers to 9-1-1 are often in urgent need of assistance, and delays in answering calls or dispatching emergency services can have serious consequences. For our team, response time is our number one priority. We know how important 911 services are and take proactive measures to set up our customers for success even in the most challenging situations. However, things do go wrong and when that happens being ready to respond at a moment’s notice is a standard, we pride ourselves on.

I can’t stress enough the value of implementing powerful training programs to ensure that call center personnel are following established protocols and procedures. As mentioned earlier we often advise on improving workflows that aid call takers. This can include creating new policies, coaching, and feedback to help call center personnel improve their performance and provide better service to callers.

Continuous Improvement
Finally, being committed to continuous improvement is a best practice we promote internally and to our customers. Creating a more effective and efficient 911 center is a collaborative effort. We lean on our customers to gather and provide feedback, but we also advise them to stay innovative and always look for ways to improve. We work closely with our customers to gather product feedback and feature requests. Having regular open communications about product, support, anything relevant is the ideal scenario for a successful partnership. Being aligned on the same goals truly helps drive the relationship forward and opens up more opportunities to help the community.

As 9-1-1 is a critical component of public safety, any organization supporting these services must adhere to strict standards and best practices. This ensures that 9-1-1 services are accessible, accurate, and timely, and that callers receive the assistance they need during emergencies.

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