When it matters most

Triage and Escalation
Management

Something’s gone wrong at 2am. Who answers, what they do, and who they wake up matters. We log, triage, action and report, on the protocol you’ve briefed.

Live Answering Services
Hello
We’re here for your business

Triage and escalation, customised to your business

When TMC supports your business, our consultants work with you to coordinate the services suited to your needs. After your process is designed, your own escalation management system is implemented and our team members action it as necessary. If you’re unavailable, there are provisions in our system so we continue to handle issues the way you want.

Part of your individualised escalation response is a triage system. This outlines the steps for engaging on call teams, emergency services and escalating information to your in-house staff. Whether you deal with on-call personnel, trades or contractors, we identify issues and ensure the right information reaches the right people.

Coordinated and responsive support

Our triage and escalation services vary between businesses, but the general process is the same:

Triage and Escalation Process 1

Identify: We take the inbound call, email or live chat.

Triage and Escalation Process 2

Action: We follow the agreed management and escalation instructions.

Triage and Escalation Process 3

Supervise: We monitor until it’s resolved or handed off.

Triage and Escalation Process 4

Report: Comprehensive reporting in your preferred format.

How we communicate with you depends on where we are in the issue management cycle. You customise when and how you’re alerted. To keep you in the loop, we use a combination of:

  • SMS
  • Email
  • Pager
  • Phone call
  • Direct entry to web form
  • Direct entry into your system
  • Online portal

Issue monitoring, however much you need

We have the technology and capacity to monitor call-outs and ensure work gets done. This saves having staff on call if your business sees infrequent issues, and we also manage large volumes for businesses with intensive workloads. Vital issues are prioritised and resolved. Our team members are trained on your workflow and act swiftly to take the right action.

With TMC running your triage and escalation, you never have to be on call. We provide after-hours and holiday support, 24/7, giving you and your clients peace of mind.

Industries we already do this for

  • Trades and contractors
  • Healthcare and NDIS providers
  • IT services
  • Property and facilities management
  • Public safety
  • Government
  • Mining and utilities

Whatever the problem, whatever the industry,

contact us to learn how we manage workplace issues, problems and incidents.

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